IDOH, MCH Communication Specialist

Short Description

Communications Specialist

The MCH MOMS Helpline mission is to reduce the infant mortality rate in Indiana by connecting families with access to available resources focused on improving the health of mothers and their children. The helpline promotes cross‑sector collaboration to build efficient and effective early childhood systems that mitigate the impact of adversity and support protective factors among families, so that all children can grow, develop, and thrive to their full potential.

The MCH MOMS Helpline serves as a call center within the Maternal and Child Health (MCH) Division at the Indiana State Department of Health. The focus of the position is to provide information, referrals, and resources to link mothers, pregnant women, women of child‑bearing age, and families to a network of services within their community.

The Communications Specialist is responsible for answering incoming calls, identifying the client’s barriers to accessing services, and bridging the gap between families and resources. The Specialist provides statewide services to reduce infant mortality rates in Indiana, screens and refers eligible pregnant women in target counties by contacting them directly and referring them to home‑visiting services and resources.

• Handle the volume of incoming and outbound calls received on a daily basis.
• Make and take a numerous amount of calls to help navigate families with resources and referrals within the maternal and child life cycle, accurately and thoroughly using multiple intake screening processes.
• Follow up with all clients engaged in the system to ensure quality is achieved.
• Develop in‑depth knowledge of existing early childhood systems, Help Me Grow IN, Home Visiting, Early Childhood, Special Education, and Children and Youth with Special Health Care Needs programs—including eligibility, referral/application processes, due process information, and related support services.
• Assist with compiling and mailing out information packets to families referred to services or screening tools, or other community‑based resources, as needed.
• Send confirmation letters and resource information to referral sources.
• Maintain filing system for all cases.
• Attend staff meetings, conferences, and workshops regularly to upgrade professional skills and understand systems and current best practices for working with mothers, children and families.
• Work effectively as a team member and provide assistance to other staff members as needed.
• Use effective communication skills to assess the needs of clients and direct them to appropriate resources and referrals.
• Assist clients in submitting full Medicaid applications and obtaining navigator licenses.
• Demonstrate knowledge of community resources and available service providers throughout the state, assisting in identifying gaps and barriers to services, and system issue trends families experience in utilizing services.
• Apply Knowledge of Information and Referral (I&R) standards and utilize the Vision Link Database.
• Assist the Lead CS in producing caller data reports, reporting the number of calls made and other filters such as referrals, call type, needs, providers, etc. on a daily basis.

• Education
  
  Required:
  
  Bachelor’s (or higher degree) in Communications, Social Work, Information Technology, Education, Special Education, Home Visiting, or a related health or human services field.
• Skills
  
  • Must have knowledge of the nature of the social service and medical providers to whom the Helpline makes referrals.
  
  • Must be able to develop specialized knowledge of Information and Referral service provision and have considerable knowledge of services available throughout Indiana.
  
  • Excellent listening skills and the ability to assess and inquire into a client’s situation and needs, using good judgment in determining appropriate referrals.
  
  • Excellent interpersonal skills and ability to convey information effectively to both professionals and the general public.
  
  • Ability to show compassion and understanding for people dealing with difficult situations.
  
  • Logical thinking, good…