TITLE: Bilingual Information & Referral Specialist

SUMMARY:

Core work involves engaging with higher-risk individuals, or those in crisis, providing assessment, supportive listening and referrals. Conducts daily follow up with at-risk consumers in support of ongoing outcome evaluation protocols. Maintains special knowledge of referral resources in unaffiliated territories, engaging in patient advocacy support in these territories as needed. Provides backup information and referral support as needed, responding daily to consumer, professional, affiliate and internal inquiries received via the toll-free Helpline, inter-departmental transfers, e-mail, online communities, walk-ins and postal mail correspondence. All work involves obtaining sensitive information from consumers, assessing needs, and providing the most appropriate responses using approved Foundation materials and referral resources. Keeps abreast of developments in the field of epilepsy by reading relevant publications, doing online resource searches, and attending professional conferences and workshops.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Information and Referral

  • Responds to inquiries received via toll-free Helpline, email, inter-department transfers, walk-ins and postal mail, providing concise, accurate and timely information as needed
  • Applies empathetic listening skills to assess caller needs.
  • Adheres to Foundation’s information and referral policies related to customer service, data collection, assessment, referral, and confidentiality
  • Searches approved and vetted informational resources, providing optimal responses to consumer questions.
  • Searches the referral resources database, providing community resource referrals that best meet the inquirer’s needs.
  • Supports Communications Department with responding to social media posts and inquires.
  • Enters all essential requestor demographic information into the consumer inquiry database, in order to facilitate rapid, accurate, comprehensive statistical reporting and data transfer; develop resource archive system
  • Maintains working knowledge of key community referral resources in up to five (5) areas of the country that do not have an independent Foundation affiliate. Effectively facilitates referrals to these community resources and advocates for consumer needs.
  • Helps to monitors online community sites and posting concise, accurate and timely information
  • Provides professional guidance and support to affiliates providing information and referral services at the local level
  • Reviews epilepsy-related news items, newsletters and journal articles directed to information staff, to acquire up-to-date knowledge and enhance their ability to address new client-initiated questions
  • Attends content-specific conferences, symposia or technical training programs in order to remain up-to-date on epilepsy information and best practices in the provision of information and referral services
  • Notifies the Communications Department when consumers report epilepsy-related media activity about which the Foundation is unaware and helps define the best response.
  • Conducts occasional mailings of consumer packets with relevant topic-specific educational materials
  • Participates in health fairs as an exhibitor to promote the Foundation and the Helpline services
  • Undertakes special projects as assigned by supervisory staff. Maintains and updates network of contacts, medical resources, and community services pertaining to epilepsy.
  • Pursues and maintains a Certified Information Specialist (CIRS) certification through the Alliance for Information and Referral Services (AIRS)

At-Risk Consumer Advocacy and Follow Up

  • Provides supportive listening, assessment and appropriate intervention for at-risk individuals and those in crisis.
  • With guidance from supervisor, responds to consumer emergencies, facilitating referrals for additional support as needed.
  • Provides supportive listening, conducts intake, and engages in referral for those who have lost someone to epilepsy
  • Provides follow-up for at-risk consumers to better support their quality of life and their ability to effectively utilize the information and referral resources provided
  • Engages in daily follow-up with random sampling of inquiries to support quality assurance and outcome evaluation processes
  • Maintains working knowledge of key community referral resources in up to five (5) areas of the country that do not have an independent Foundation affiliate. Effectively facilitates referrals to these community resources and advocates for consumer needs.

SUPERVISORY RESPONSIBLITIES:

The Information Specialist - Bilingual has no supervisory responsibility.

EDUCATION/EXPERIENCE:

  • BA degree in social work, BS in nursing, or 4-year degree in another social service field. Masters degree preferred.
  • Minimum 3 years experience providing information and referral services, direct advocacy support or related services like individual counseling and case management to diverse clients, including those with disabilities.

SPECIFIC KNOWLEDGE, SKILLS, ABILITIES, LICENSES, CERTIFICATIONS, ETC:

  • Fluent in both English and Spanish.
  • Knowledge of information and referral best practices
  • Basic knowledge of epilepsy, including nature of the disease, symptoms, and treatment and how persons afflicted with the disease, and their families, can best accept and deal with it.
  • Ability to respond effectively to inquiries from persons with epilepsy, their family members, health professionals, and others, regarding epilepsy.
  • Utilize health data information sources efficiently.
  • Exercise tact and sensitivity in dealing with persons making inquiries about epilepsy.
  • Certified Information and Referral Specialist (CIRS) certification desired, but not required.

HOW TO APPLY:

Interested candidates should submit a cover letter and resume to recruitment@efa.org. Please include salary requirement. No phone calls please.

 

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