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KENOSHA HUMAN DEVELOPMENT SERVICES, INC.

3536 52nd Street  Kenosha, WI 53144

Division/Department:   Community Resource Center

Job Title:   Information and Assistance Specialist

Reports To:   Resource Center Program Manager

Type of Position: Full-time

FLSA Status: Non-Exempt

Schedule: Monday - Friday, 8am - 5pm

Starting Pay: $19.23 per hour

For more job description details, please click on this link: Information & Assistance Specialist (http://www.khds.org/wp-content/uploads/Postings/401.pdf)

POSITION SUMMARY

The Information & Assistance (I&A) Specialist is often the first point of contact for individuals seeking help. This role responds to public  inquiries in person or by phone, assesses needs, provides accurate information, and makes timely referrals to community services. The  specialist also conducts follow-up to ensure continued support, assists with intake and eligibility screenings, contributes to quality  assurance efforts, and helps maintain resource materials.

This position is 75% office-based and 25% community-based, allowing for  both direct client contact in the field and administrative responsibilities in the office.

RESPONSIBILITIES

1.      Respond to Requests for Information & Assistance

a.       Be available by phone or in person to assist the public.

b.       Triage incoming calls to ensure timely response and appropriate routing.

c.    Assess individual needs and provide appropriate referrals to local service providers.

d.    Determine urgency and connect individuals with Crisis Services or Child Protective Services when necessary.

e.    Identify potential disabilities and assess appropriateness for case management referral.

f.    Research requested information using multiple resources.

g.    Provide accurate information in a timely manner.

2.      Documentation & Follow-Up

a.       Document all contacts using required forms and accurately enter data into the system.

b.    Assist with reporting activities as assigned by supervisor.

c.    Conduct follow-up on requests for information according to policy and procedure.

d.    Maintain ongoing communication with individuals requiring additional assistance.

3.      Screening & Enrollment Activities

a.    Identify individuals who may benefit from screenings and complete them as directed.

b.    Collect necessary information following disclosure procedures.

c.    Accurately enter screening data and assist with referrals and enrollment activities.

d.    Provide options counseling to help individuals make informed decisions.

4.      Support for Other Resource Center Programs

a.    Assist with additional program activities as assigned.

b.    Help individuals maintain eligibility for medications, counseling, and psychiatry by coordinating with economic support  services.

c.    Collect financial and residency records to support eligibility processes.

5.      Resource Maintenance

a.    Research and verify community resources.

b.    Update and maintain the resource database.

c.    Develop and update directories and informational materials.

6.      Quality Assurance & Other Duties

a.    Conduct surveys and other quality assurance activities as directed.

b.    Provide outreach and support in the community as needed (approximately 25% of time).

c.    Support additional Resource Center tasks as assigned.

QUALIFICATIONS:  Bachelor’s degree in Human Services or related field (required).

1.      Ability to effectively communicate, both written and verbally, in the English language

2.      Must have reliable transportation and valid driver’s license with good driving record

3.      Must carry own auto insurance with at least 100,000/300,000/100,000 coverage

4.      Ability to maintain records and document case notes daily

5.      Ability to give and accept feedback as a part of a team

6.      Ability to traverse within the workspace and community frequently

7.      Be willing to learn and work with the treatment philosophies

8.      Ability to successfully complete certification for the Wisconsin Long-Term Care Functional Screen.

9.      Willingness to obtain Information and Referral Services certification.

10.     Successful completion of Certified Application Counselor training.

11.     Experience working with individuals with mental illness and/or substance use disorders (preferred).

12.     Bilingual in Spanish a plus

Kenosha Human Development Services is an Equal Opportunity Employer. We do not discriminate on the basis of age, race, color, sex, religion,  disability, national origin, veteran status, sexual orientation, sexual identity, or any other status protected under federal, state, and local law. All  employment is decided on the basis of qualifications, merit, and business need.

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