Information & Referral (I&r) Specialist

**JOB DESCRIPTION**
- Title: Information & Referral (I&R) Specialist
- Hours of Work: 22.5 hours/week (Between Monday to Friday, 8:30 am to 4:30 pm).
- Fridays are a required day of work and other two days are negotiable.
- Possibility for increased hours/week in future.
- Probationary period: 4 months
- Paid time off between Christmas and New Year, Day off on birthdays, contribution towards training/wellness.

**ABOUT THE SOCIETY**: Seniors Services Society is a community-based non-profit charity located in New Westminster, B.C. We support older adults who are homeless or at risk of homelessness with housing navigation and support to help them live independently. In addition, we provide knowledge mobilization services to individuals and agencies supporting seniors provincially.

**POSITION**: Within the vision and mission statements of the Society, reporting to the SHINE Manager, the Information and Referral Specialist will be responsible for triaging all incoming inquiries, providing requested information and resources, and referring them to internal and external resources for timely and appropriate services.

**KEY RESPONSIBILITY AREAS**:

- Accept telephone calls from interested parties inquiring about our services or information.
- Briefly assess client needs, identify appropriate resources, and provide all necessary information, including facilitating seniors accessing community support services.
- Advocate on behalf of the client with other agencies, when necessary.
- Conduct follow-up calls for clients when appropriate.
- Maintain confidentiality of client issues and information.
- Provide support and education to seniors and clients.
- Gather information about resources for seniors and maintain that information in a sharable database program.
- Keep an inventory of brochures, pamphlets, etc., of services relevant for seniors and remain current about new resources in the catchment areas.

**Data Tracking and Reporting**:

- Track and record all incoming calls on the agency database
- Assist in identifying services gaps and keep supervisors/managers informed of such.
- Maintain accurate client data records by collecting all appropriate demographics and produce reports when requested.

**Other Duties**:

- Attend resource-sharing meetings, fairs, and other community events, as assigned.
- Assist in training others with information on community resources and services.
- Provide a relief coverage for the reception desk when requested.
- Adhere to all operational standards as set by SSSBC.
- Perform other duties based on the operational requirements, as assigned.

**QUALIFICATIONS REQUIREMENTS: KNOWLEDGE AND SKILL REQUIREMENTS**:

- Ability to deescalate conflict and work under stressful situations.
- Communication skills to communicate with staff, seniors and community partners and outside agencies.
- Software/word processing skills for data entry, reporting, word processing, and spreadsheets.

**EXPERIENCE AND TRAINING**:

- Post-secondary education in any of the following categories: community social service, mental health and addiction or gerontology. A bachelor’s degree is preferred. Or equivalent life and work experience will be taken into consideration
- Minimum two years’ experience working with those who are homeless, living with mental health and/or addiction concerns
- Knowledgeable in community resources for seniors
- Understanding of systems that can lead to homelessness and/or poverty
- Ability to balance work/life
- Ability to speak on the telephone for long periods and maintain good listening skills.
- Ability to collaborate with others as part of a team.
- Knowledgeable about or willing to learn SSSBC services and programs.
- Effective written skills to accurately maintain client files.
- Pleasant, personable, and tactful verbal communication and telephone skills required to interact effectively with a wide variety of contacts & situations.
- Sensitive to the needs of seniors and clients.
- Ability to present a positive impression of SSSBC and services to the public.
- Non-Violent Crisis Intervention certificate an asset.
- Must be willing to provide a criminal record check with the vulnerable sector clearance

**OTHER KNOWLEDGE, SKILLS AND ABILITIES**:
The successful applicant will be a self-driven and motivated individual who can work under minimum supervision. They must be able to build positive relationships with co-workers, volunteers, clients, housing providers, and community stakeholders. Thorough knowledge of government and community resources and programs for seniors and those defined as, ‘hard to house’ a definite asset. The applicant will be a creative problem solver who can work under stress and remain calm under tight timelines. The applicant will be a highly organized individual who is detail oriented.

Range of pay is **$28,080 to $30,420/year** based on the applicant’s experience and skillset. This is a permanent part-time position: 22.5 hours per week, Monday t