Information & Referral Specialist – LifeWays Community Mental Health – Jackson, MI

Information & Referral Specialist
LifeWays Community Mental Health
3 reviews

Jackson, MI 49202


Under the direction of the Strategic Relations, Director and 2-1-1 Manager along with the day to day supervision from the 2-1-1 Supervisor, the position of Information & Referral Specialist provides confidential, appropriate, unbiased health and social service information, referral and advocacy to the general public by telephone, email, mail, social media and in person; performs preliminary screening for eligibility for public and community services; assists callers with access issues; tracks gaps in services, and ensures that accurate information is available to all interested parties.

Essential Functions:

  • Screens callers for services, accurately records transaction information, refers to appropriate resource, and advocates for caller to secure services from public and private community agencies as needed.
  • Posts information and respond to requests received through various social media outlets.
  • Provides information on community events through email marketing as a service to community non-profit organizations that participate in the Central Michigan 2-1-1 Call Center’s email blast program.
  • Corrects and reports telecommunications errors with other 2-1-1 agencies, as needed.
  • Responds to telephone inquiries concerning the availability of services provided by public or community resources.
  • Schedules and performs follow-up surveys /calls via phone per protocol.
  • Track gaps in service; captures changing information on resources and eligibility requirements to ensure accurate information is available to all agencies, callers, and assigned staff.
  • Researches answers to new questions and requests for unknown services.
  • Provides specific, detailed information to the public about accessing public private community resources for health and social services consistent with standards set by AIRS (Alliance of Information & Referral Systems).
  • Collects and enter caller information into 2-1-1 information electronic record systems in compliance with contract and reporting requirements stipulated by funding partners.
  • Advocates for individuals experiencing difficult or lacking ability needed to make effective contact with agencies, programs and services.
  • Helps maintain comprehensive, up-to-date information on local health, social and disaster-related services in 2-1-1 resource database.
  • Works closely with staff in other 2-1-1 call centers, LifeWays, and crisis programs to ensure strong coordination and effective service.
  • Stays informed on broad social issues and changes that impact human services in Michigan.
  • Works toward achieving program dashboard (quality assurance) goals.
  • Represents 2-1-1 and LifeWays effectively to agencies and groups in person and on the telephone.
  • Serves as a backup for Information and Outreach Specialist and Customer Service Specialist, as needed.

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