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About the Role
The Information, Referral, and Assistance (IR&A) Bilingual Information Specialist provides direct information and referral services, responding to individuals requesting information on community resources, assessing needs, and referring callers to appropriate service providers. This role may involve advocacy, follow-up on referrals, and assisting with special projects.
Responsibilities
- Provide direct information and referral services.
- Respond to incoming referrals and assess immediate and ongoing needs.
- Provide information and refer callers to appropriate public or private service providers.
- Follow up on referrals to ensure connection with compatible programs.
- Provide advocacy for individuals who have difficulty obtaining services.
- Assist with special projects or services for specific populations.
- Demonstrate exceptional customer service skills using strength-based, compassionate communication and active listening.
- Manage an online database for incoming referrals, documenting client progress and outreach attempts.
- Record and compile data on the nature and quantity of inquiries and referrals.
- Maintain specific knowledge of San Francisco resources, update information on existing resources, and assist in developing information on potential resources.
- Inform staff and other agencies of changes or new services.
- Escalate complex, sensitive, or crisis calls to the Program Supervisor.
- Regularly communicate with the Program Supervisor.
- Collaborate with the team for resource sharing and problem-solving.
- Perform other duties and special projects as assigned.
- Remain teachable, flexible, and open to ongoing training opportunities.
- Balance working autonomously and collaboratively while demonstrating exceptional judgment.
Requirements
- Minimum of Bachelor’s Degree in a human services field or equivalent experience.
- Experience in case management and crisis intervention.
- Call center services experience is a plus.
- Strong oral and written communication skills.
- Bi-lingual in Spanish/English.
- Ability to relate to a wide variety of people with diverse needs and diverse social, economic, and cultural backgrounds.
- Strong customer service skills.
- Comfortable working in a collaborative team environment and working autonomously.
- Demonstrated ability to utilize computers and proficiency in Microsoft Office software.
- Knowledge of basic record keeping procedures and techniques, techniques of data collection, and general office practices and procedures.
Skills
- Information and referral services
- Customer service
- Communication (oral and written)
- Active listening
- Case management
- Crisis intervention
- Advocacy
- Database management
- Data collection
- Microsoft Office software
- Spanish/English bilingual
Location
- San Francisco
Work Type
- Full-time
- Hybrid
Education Level
- Bachelor's Degree in a human services field or equivalent experience
Salary/Compensations
- $36.00 - $40.00 per hour (DOE)
Benefits
- Fully-Paid Medical and Dental Plans
- Health Reimbursement Card
- Paid Time Off (personal, vacation, and sick time)
- 403B with company match
About the Company
- Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives.
- Our organization offers 60+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults.
- Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve.
- Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career.