Information and Referral Specialist

Class Characteristics

Under direction, to research, compile, maintain and provide information to promote access to a variety of services available through local agencies and programs; to make referrals to specific agencies or programs; to coordinate specific program services; to provide training to service providers and volunteers; and to do other work as required.

Distinguishing Characteristics

The Department of Health, Housing and Human Services (H3S) provides a wide range of services to individuals, families, and communities through its divisions: Children, Families & Community Connections, Public Health, Behavioral Health, Health Centers, Social Services, and Housing and Community Development. This includes the Social Services Division which provides case management services and client advocacy assistance to the County’s low income, elderly, and disabled residents. The Clackamas County Aging and Disability Resource Connection (ADRC) streamlines access to information and resources about long term supports and services in the community They provide information about in-home care; long term care planning; home delivered meals; applications for Medicaid, and more.

The Information and Referral Specialist provides information to the community about services available through local agencies and programs. Incumbents conduct research and compile information on community resources and responds to requests for information. The Information and Referral Specialist independently refers people with needs of diverse backgrounds and cultures to agencies and services available to meet those needs and provides assistance to various agencies. The Information and Referral Specialist is responsible for coordinating specific program services such as providing Information and Referral services to target populations or developing and maintaining new database management systems.

The Information and Referral Specialist differs from the Human Services Assistant which provides paraprofessional support and other services to clients through interviews and field assignments. Further, the Information and Referral Specialist differs from the Program Aide 2 which focuses on communicating and interpreting program policies and procedures and maintaining record keeping systems.

Typical Tasks

Duties may include but are not limited to the following:

1. Responds to in-person and telephone inquiries from individuals, businesses and agencies requesting information on community resources; assesses needs, assists with problem solving, provides eligibility screening for limited, targeted programs; provides information and refers clients and general public to appropriate public or private service providers; follows up on individual referrals to ensure contact with compatible programs; provides advocacy for individuals who have difficulty obtaining services; provides intensive Information and Referral services to target groups or specific clients with complex needs.
2. Updates information on existing resources by contacting organizations by telephone or mail; assists in developing information on potential resources by monitoring, newsletters, brochures and other sources; informs staff and other agencies of changes or new services.
3. Provides ongoing training to service providers and volunteers; explains policies and procedures of Information and Referral programs; demonstrates the use of reference files, databases and manuals; develops training and promotional materials.
4. Records and compiles data on the nature and quantity of inquiries and referrals; reviews and compiles data reports submitted by network service providers; prepares regular and special statistical reports; completes required forms and performs data entry to track client intake and referrals.
5. Develops and maintains specific resource files, indexes, manuals and guide books; participates in the development, maintenance and use of a multi-level computerized resource database system; research and update current information on each agency’s services through a review of available materials, current contact lists, and interviews with agency personnel; writes database entries in a multi-screen format; classifies agencies using a taxonomy of terms; conducts database search and records call transaction using the resource database system; produces reports using the resource database.
6. Promotes interagency cooperation and information sharing through contact with various agencies and community and business groups; facilitates networking meetings and publicizes professional meetings; schedules speakers and facilities; may attend public meetings to explain the function of information and referral services; responds to requests for informational presentations on available services.

Required Knowledge and Skills

Working knowledge of: Public and private social service agencies and community resources, their requirements, protocols, rules and regulations; policies and objectives of information and referral programs; human behavior, psychological stresses created by a lack of economic resources on an individual’s ability to secure needed services; principles and techniques of interpersonal and public relations; basic record keeping procedures and techniques; office procedures, practices and equipment including personal computing and related software; techniques of data collection and data base management; general office practices and procedures; principles of cultural sensitivity.

Skill to: Communicate effectively, both orally and in writing with clients, professional staff and the general public; relate to a wide variety of people with diverse needs, social, economic and cultural backgrounds; interview individuals to identify and assess problems; determine appropriate referrals to agencies or programs able to meet identified needs; establish and maintain effective working relationships with public and private agencies to promote cooperation and information sharing; organize and facilitate meetings; maintain accurate records, complete basic forms and perform data entry; coordinate the work of others; use complex taxonomy system to categorize data; use software programs to record client calls, access relevant data, build and update database; compile reports or directories; utilize basic computer applications such as electronic mail and word processing programs; attend to precise detail and organize work load.

Minimum Qualifications

Minimum qualifications are used as a guide for establishing the minimum experience, education, licensure, and/or certifications required for employment in the classification. The following minimum qualifications are established for this classification. Additional minimum qualifications and special conditions may apply to a specific position within this classification and will be stated on the job announcement.

Experience: A minimum of two (2) years of related experience that would provide the required knowledge and skills to perform the responsibilities of this position.

Licenses/Certifications: None Required.

Pre-Employment Requirements

Must successfully pass a criminal history check which may include national or state fingerprint records check.

Must pass a pre-employment drug test.

Driving is required for County business to accomplish work. Incumbents must possess a valid driver's license, and possess and maintain an acceptable driving record throughout the course of employment.

CLASSIFICATION NO. 233
Established: 8/90
Revised: 7/96
Revised and Retitled: 7/26
Edited: 9/13
FLSA: Non-Exempt
EEO: 5