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2-1-1 I&R Specialist Position Description
2-1-1 Information and Referral (I&R) Specialist
(Full-time, Non-exempt Position)
2-1-1 is an easy-to-remember and universally recognized telephone number that helps connect people to the community organizations, government agencies, and other resources that they need.
2-1-1 helps people navigate the complex and ever-growing human services arena by making services easier to find and access. By ensuring that people can locate needed services, 2-1-1 encourages prevention and fosters self-sufficiency.
Purpose: I&R Specialists are responsible for providing high-quality, comprehensive I&R services to callers who contact the Northern Virginia Regional 2-1-1 Center. I&R Specialists report directly to the 2-1-1 Call Center Director.
Responsibilities include:
- Successfully completing CrisisLink's I&R and Active Listening Training.
- Answering incoming 2-1-1 calls on shifts scheduled between 8 a.m. and 9 p.m. Monday - Friday.
- Providing callers with the information they need using a database of programs and services and their own knowledge of the human services available in Northern Virginia.
- Acquiring and maintaining a high level of familiarity with I&R database and community resources.
- Researching requests for information.
- Using active listening skills to develop rapport and, as needed, de-escalate callers.
- Assessing callers' needs, facilitating problem-solving with callers, and making accurate referrals to appropriate community agencies, programs, and services.
- Serving as advocate for callers when appropriate.
- Following up with callers where appropriate to determine if they received the services they needed and whether they were satisfied with those services.
- Researching and collecting information and data regarding community services.
- Becoming AIRS CIRS-certified upon meeting eligibility requirements. (Training will be provided.)
- Assisting with other duties and projects as assigned by the supervisor.
Knowledge and Skills Required:
- Knowledge of human services programs and environment in Northern Virginia.
- Excellent communication skills, including ability to relate effectively with people from all economic, racial, age, ethnic, and social groups.
- Strong customer service orientation and desire to provide appropriate assistance to any person in need.
- Ability to work well in a team; good interpersonal skills and a positive attitude.
- Ability to follow protocols and procedures.
- Ability to adapt to a changing caller load while maintaining standards of high quality.
- Ability to speak clearly and be easily understood over the telephone.
- Ability to use computer and database to complete job functions.
- Ability to completely and accurately document information on all calls and projects.
- Ability to work a flexible schedule during the work week.
- Ability to be on-call and work during times of disaster.
- Strong time management and stress management skills.
Qualifications:
- Bilingual English/Spanish.
- Bachelor's degree in social work or related field plus one year experience working in a human services position OR Associates degree in related field plus three years experience in human services.
- Customer service and computer experience.
Application Procedures:
Send your resume and cover letter to 211applicant@crisislink.org
Preference will be given to full-time candidates. However, we will also consider those seeking part-time employment. If you have an interest only in a part-time position, please indicate this interest in your cover letter.
CrisisLink is proud to maintain a drug-free workplace. CrisisLink is an equal employment opportunity employer that does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, disability, Vietnam era or other protected veteran status, or any other basis prohibited by state or federal law relating to discrimination in employment.