Employment Opportunities

Information & Referral Specialist

Job Description

TITLE: Information & Referral Specialist
DEPARTMENT: Community Insights
REPORTS TO: Senior Manager, Information & Referral Services
STATUS: Full-Time, Non-Exempt
Revised 9/01/16

DESCRIPTION: Responds to incoming phone calls, emails, and other forms of contact from callers seeking information on a broad range of community organizations, services, and other resources. Assesses callers’ needs, obtains and documents information and effectively utilizes the resource database to provide the most relevant, timely, and effective information.

SUMMARY: 2-1-1 Information & Referral Specialists provide phone-based, community resource navigation, referral, and linkage to people seeking services and providing services in Franklin and Athens County, Ohio. As the first point of contact for our callers, the Information & Referral Specialist is a key ambassador for our organization and the partnerships we represent. The position requires a positive and solution-orientated ethic, placing the greatest priority on meeting the diverse needs of our callers in a timely and effective way that results in high customer satisfaction.
RESPONSIBILITIES:
• Demonstrates excellent customer service skills when answering inquiries from general public
• Handles inbound calls in a timely manner
• Use written and verbal communication skills to accurately report issues
• Assess caller needs quickly, accurately, and with high emotional intelligence
• Perform database queries and evaluate the relevance and effectiveness of results for addressing caller concerns.
• Complete data entries with high accuracy
• Liaise with external partners, as appropriate, to aid response to caller needs
• Follows Information and Referral Services confidentiality protocol and laws relating to privacy, confidentiality and/or anonymity, suicide, homicide and abuse reporting
• Uses crisis-handling techniques when/where appropriate
• Maintain strict confidentiality and information security
• Ability to resolve individual and family crises
• Performs duties consistent with professional standards and protocols governing general Information & Referral and/or Specialized Intake
• Performs other duties as may be required to fulfill responsibilities of this position

QUALIFICATIONS:
• High school diploma or equivalent
• Associates Degree preferred
• 2 years customer service, call center, or other related experience

Submit cover letter, resume and three references no later than Sunday, October 2nd to:
ATTN: Human Resources
HandsOn Central Ohio
195 N. Grant Ave, Suite 200, Columbus, OH 43215
hr@handsoncentralohio.org

HandsOn Central Ohio is an Equal Opportunity Employer.
Unfortunately, because of the volume of applicants we receive, we aren’t able to give status updates. No phone calls or emails please.

Additional Information

Requirements:
Minimum Education:
Job Type:
Shift:
Start Date:
Please Apply Online below or send your resume to:

HandsOn Central Ohio
Attn:
195 North Grant Avenue
Columbus, OH 43215
Fax: (614)224-6866
EOE

Pantry Liaison and Information & Referral Specialist

Job Description

JOB TITLE: Pantry Liaison and Information & Referral Specialist
DEPARTMENT: Community Insights
REPORTS TO: Senior Manager, Information & Referral Services
STATUS: Full Time, Non Exempt
Revised 9/12/16

SUMMARY: This position assists the Information & Referral Services Call Center in responding to the community by linking callers to appropriate resources. The individual in this role is responsible for corresponding with all pantry coordinators, assisting call center staff with pantry related issues and other duties as necessary.

RESPONSIBILITIES:
• Act as primary contact person between local food pantries and clients needing food pantry assistance
• Manage referral information about local food pantries and soup kitchens in database, including making updates in policies and procedures of existing food pantries, handling closings, and creating new pantry referral listings
• Maintain, organize, update, and file appropriate documentation for each of the local food pantries.
• Perform annual updates with each of the food pantries; ensuring information on pantry policies and procedures is accurate and current
• Act as advocate for clients who may have difficulty accessing food pantry services or for those who are eligible but are denied food pantry assistance
• Provide technological support and education to food pantry coordinators who may be having difficulty with the online pantry referral system
• Handle complaints from clients, staff, volunteers, and food pantry coordinators about food-related issues and resolve associated problems as needed
• Distribute and collect Holiday Basket forms from local food pantries for those interested in having referrals made for special holiday assistance; compile pertinent holiday basket information in the computer system for annual holiday basket referrals
• Provide monthly Mobile Pantry and Closing Calendars and other food pantry-related memos to staff and volunteers, as needed
• Answering incoming phone calls on foodline (if necessary)
• Provides advocacy for callers when needed
• Demonstrates excellent customer service skills when answering inquiries from general public
• Use written and verbal communication skills to accurately report issues
• Assess caller needs quickly, accurately, and with high emotional intelligence
• Perform database queries and evaluate the relevance and effectiveness of results for addressing caller concerns
• Complete data entries with high accuracy
• Liaise with external partners, as appropriate, to aid response to caller needs
• Maintain strict confidentiality and information security
• Performs other duties as may be required to fulfill responsibilities of this position

QUALIFICATIONS:
• High school diploma or equivalent
• Bachelors Degree preferred
• 2 years customer service, call center, or other related experience

Submit cover letter, resume and three references no later than Sunday, October 2nd to:
ATTN: Human Resources
HandsOn Central Ohio, 195 N. Grant Ave, Suite 200, Columbus, OH 43215
hr@handsoncentralohio.org
HandsOn Central Ohio is an Equal Opportunity Employer
Unfortunately, because of the volume of applicants we receive, we aren’t able to give status updates. No phone calls or emails please.

Additional Information

Requirements:
Minimum Education:
High School
Job Type:
Full Time
Shift:
Day
Start Date:
Please Apply Online below or send your resume to:

HandsOn Central Ohio
Attn: Information Services (2-1-1)
195 North Grant Avenue
Columbus, OH 43215
Fax: (614)224-6866
EOE

Information & Referral Homeless Hotline Specialist

Job Description

TITLE: Information & Referral Specialist

DEPARTMENT: Community Insights
REPORTS TO: Manager, Coordinated Point of Access

Revised 9/01/16

DESCRIPTION: Responds to incoming phone calls, emails, and other forms of contact from callers seeking information on a broad range of community organizations, services, and other resources. Assesses callers’ needs, obtains and documents information and effectively utilizes the resource database to provide the most relevant, timely, and effective information.

SUMMARY: Homeless Hotline Specialists provide phone-based triage, community resource navigation, and shelter linkage people experiencing a housing crisis. As the first point of contact for our callers, the Homeless Hotline Intake Specialist is a key ambassador for our organization and the partnerships we represent. The position requires a positive and solution-orientated ethic, placing the greatest priority on meeting the diverse needs of our callers in a timely and effective way that results in high customer satisfaction.
RESPONSIBILITIES:
• Demonstrates excellent customer service skills when answering inquiries from general public
• Handles inbound calls in a timely manner
• Use written and verbal communication skills to accurately report issues
• Assess caller needs quickly, accurately, and with high emotional intelligence
• Perform database queries and evaluate the relevance and effectiveness of results for addressing caller concerns
• Complete data entries with high accuracy
• Liaise with external partners, as appropriate, to aid response to caller needs
• Maintain strict confidentiality and information security
• Ability to resolve individual and family crises
• Performs duties consistent with professional standards and protocols governing general Information & Referral and/or Specialized Intake
• Performs other duties as may be required to fulfill responsibilities of this position

QUALIFICATIONS:
• High school diploma or equivalent
• Associates Degree preferred
• 2 years customer service, call center, or other related experience

Submit cover letter, resume, and 3 references to:

ATTN: Human Resources
HandsOn Central Ohio, 195 N. Grant Av, Suite 200, Columbus, OH 43215
hr@handsoncentralohio.org

HandsOn Central Ohio is an equal opportunity employer.

Unfortunately, due to the volume of applicants we receive, we aren’t able to give status updates, no phone calls please.

Additional Information

Requirements:
Minimum Education:
Job Type:
Shift:
Start Date:
Please Apply Online below or send your resume to:

HandsOn Central Ohio
Attn:
195 North Grant Avenue
Columbus, OH 43215
Fax: (614)224-6866
EOE