Information and Referral (I&R) Specialist

GENERAL SUMMARY: Provide customer service in call center environment to assess the needs of individuals and effectively connect to appropriate resources to meet their needs. Assist with benefit screening, intake, enrollment, and post-enrollment services for healthcare, MI Choice Medicaid Waiver, and other applicable programs. Complete applicable documentation, data tracking and reporting. Services may be delivered in person, by phone, or electronically. This position is in the office with potential to be a hybrid model once all training has been completed and performance criteria are met. Hourly pay is $16.27 with generous time off and competitive benefits.

RESPONSIBILITIES AND DUTIES:

• Use active listening skills to assess the needs, supports, strengths and barriers of individuals seeking assistance.


• Use person-centered thinking skills to explore options and provide appropriate referrals to meet the needs and preferences of individuals.


• Provide unbiased education and options for healthcare and benefits.


• Assist individuals with healthcare and benefit enrollment applications and provide post-enrollment support.


• advocate and short term crisis stabilization when necessary.


• Follow-up with individuals to assess effectiveness of services and provide additional resources, when necessary.


• Participate in department/agency meetings and apply information to daily activities.


• Participate in community meetings and trainings and present information learned to coworkers.


• Promote agency programs and services to the public.


• Assist with cultivating additional resources and partnerships to meet the changing needs in the community.


• Complete documentation in appropriate database(s) in a timely and thorough manner.


• Complete individual and department reports as required.


• Maintain strict confidentiality of client and agency information.


• Other duties as assigned.

QUALIFICATIONS:

• Display strong customer service skills and ability to de-escalate challenging callers.


• Display active listening and communication (written and verbal) skills


• Ability to work independently and in a team environment with minimal supervision.


• Display strong critical thinking, judgment, and decision-making abilities


• Display professional behavior and maintain appropriate boundaries.

• Ability to adapt be resilient in a demanding call center setting.

• Proficient in Microsoft Office products and ability to master client tracking and resource databases.

• Display strong attention to detail in documentation and data entry.

• Obtain and maintain Inform USA (formerly Alliance of Information and Referral Systems) Certified Information and Referral Specialist – Aging/Disability (CIRS-A/D) certification within one (1) year of employment.


• Obtain and maintain CMS Certified Application Counselor (CAC) certification within twelve (12) months of employment.


• Successfully complete MDHHS MI Bridges training within six (6) months of employment.


• Obtain and maintain Medicare and Medicaid application and enrollment certification as assigned.


• Must have reliable transportation.


• Must possess and maintain valid Michigan Driver’s License and vehicle insurance.

Education and Experience:

• High school diploma or GED required. Bachelor’s Degree in social work, human services or related field preferred. 

• Minimum 2 years of experience in Information and Referral, crisis intervention, or social services preferred.

• Prior Inform USA CIRS-A/D certification preferred.


• Prior Medicaid and Medicare application and enrollment certification preferred.


• Demonstrated evidence of interviewing, conducting assessments, active listening and problem solving skills in the provision of human services.

• Demonstrated experience in conducting assessments, active listening, and problem solving in human services settings.

• Demonstrated ability to work closely with others and foster a workable, effective and productive relationship with other staff, administration, volunteers, interns, agencies and consumers.