Information and Assistance Specialist - Davenport, IA

TITLE: Information and Assistance Specialist - Hourly/NonexemptDavenport, IAREPORTS TO:** Social Services Director**PURPOSE OF POSTION: The Information and Assistance Specialist provides current information on opportunities and services available within the community, assessing problems and capacities of the individual, linking individuals to opportunities and services, via telephone and/or in person, available within the individuals community, and ensures the individual receives needed services through follow-up procedures to achieve customer satisfaction. This position is dedicated to outstanding customer service. The responsibilities listed below are representative of recurring tasks and is not to be construed as all-inclusive, other duties may be required and assigned. Job activities must be performed satisfactorily, with or without accommodation.**RESPONSIBILITIES/ACTIVITIES:** Gathers information to accurately identify and clarify the individuals needs. Explores needs beyond the presenting problem, looks at short- and long-term solutions, checks with the individual and summarizes the request. Provides resource eligibility screening and/or determines if a referral to other service programs is needed; assists consumers in navigation of community services. Searches through database, written, and computer-based information resources toprovide individuals seeking information with several options and relevant materials over thephone, through mail, or via e-mail depending on the preference of the individual being served, andadvocates on behalf of individual to ensure access to needed programs and services. Maintains accurate and complete individual records and documentation within database;maintains confidentiality per HIPPA requirements. Follows Milestones Area Agency on Agings follow-up policy and procedures to ensure individual has connected with needed services. Other duties as assigned**REQUIREMENTS, SKILLS AND/OR ABILITIES FOR POSITION:**BA/BS with preferred Human Services focus and 2 years work experience in a human services related field OR Associate degree and 4 years of experience working in the human service field.Critical Thinking/Judgment: based on eligibility assessment, determine appropriate service referrals to best meet consumers identified needsKnowledge of community resources (public and private): what they are, how to access, eligibility criteria, and how to seek out additional resources (databases, websites, networking)Knowledge of government programs (i.e., Medicaid, Waivers, Medicare)Written and verbal communication skills: active listening, motivational interviewing, and clear presentation of information to consumersAssessment skills: ability to gather consumer information and determine eligibility for servicesOutstanding customer service skillsAccurately input data directly into the database during telephone consultationIndependent problem solving, detail oriented.Knowledge of aging and disability resourcesMust be able to become certified as an Alliance of Information and Referral Specialists (AIRS) and Adult Mandatory Reporter within 6 months of employment.Must have valid drivers license, auto insurance, access to reliable transportation, and ability to travel as required.Freedom To Act And Problem-solving RequiredAbility to handle multiple programs, accept responsibility, work interdependently with all other agency program staff, determine priorities and schedule time effectively.***** Certified Community Healthcare Workers (CHW) Encouraged to Apply *****SCHEDULE:**Full-Time: Monday - Friday, 8:00am - 4:30pmSALARY:**$20.00 per hourBENEFITS:**Medical, Dental, Vision, Supplemental Plans - Accident, Critical Illness, Hospital, and Short-Term Disability, Company Paid Life Insurance, IPERS Retirement, Vacation and Sick Time, 1 Personal Day and 12 Paid Holidays Annu lly