Information & Referral Specialist

Reports To

Information & Referral Coordinator

Full-time | Non-exempt

$25.65 per hour, scheduled 35 hours per week ($46,683 annualized). The Center offers a comprehensive benefits package that includes medical, dental, vision, 401K with an employer contribution, voluntary life and LTD insurance, and paid parental, family care and gender affirming healthcare leave. We also offer a generous paid time off policy.

General hours are Fri-Sat from 2:30pm-10:30pm, Sun 12:30pm-8:30pm and Mon-Tues 2:30-10:30pm. Schedule flexibility is a must and may sometimes include evenings, weekends, weekends, and holiday shifts. This position is classified as onsite 5 days per week.

The Information & Referral (I&R) Specialist facilitates the daily operation of The Center, ensuring a warm, welcoming, and safe environment at all times. I&R Specialists work as a team to greet all Center visitors and staff, answer questions, provide referrals, troubleshoot challenges, maintain a safe space, investigate scenarios that may compromise the safety of the space, and resolve challenges through de‑escalation and restorative practices.

• Greet and welcome all Center visitors and staff, providing reception support such as answering in‑person inquiries, phone calls, emails, and online chats.
• Maintain the safety of the space by proactively engaging visitors and enforcing The Center's Community Agreements; redirecting and supporting anyone who may be breaching the Agreements.
• Remain alert at all times, monitor the security cameras, and communicate, as needed, to other team members for support.
• Respond to requests for assistance from Center staff and users.
• Refuse admittance to any person who is known to be prohibited from entering the building.
• Perform regular building tours to assess activity, traffic, and safety conditions.
• Immediately report any unsafe conditions observed or reported to team leaders; closing off affected areas, as needed.
• Call for Emergency Services (i.e., EMTs, FDNY, NYPD), as needed.
• Prepare internal incident reports, as needed.
• Post and be familiar with the daily calendar of events in order to direct people to the appropriate locations.
• Be familiar with all Center‑run activities, groups, events, and referral resources in order to answer questions and provide support to visitors and staff.
• Perform building opening and closing procedures safely and consistently, including scheduling doors to lock/unlock.
• Data entry into space reservation system and I&R team logs on a daily basis.
• Oversee the David Bohnett Cyber Center, processing payments and troubleshooting issues when appropriate.
• Receive and process in‑person payments for membership and space rental.
• Direct deliveries to the appropriate recipients in the building.
• Maintain supply of Center publications at the front desk and in the displays, and be familiar with their contents in order to answer questions from the public.
• Maintain bulletin boards and literature racks throughout the building.
• Maintain lost‑and‑found.
• Attend regular I&R team and organization‑wide meetings.
• Other duties as assigned.

• High school diploma, GED, or equivalent transferable life/professional experience.
• One (1) year of relevant experience working directly with vulnerable populations (examples include but are not limited to work with youth, those experiencing housing insecurity, those struggling with substance use or in recovery, people with mental health and/or physical health conditions), and experience in customer service and safety/conflict management.
• Bilingual in Spanish, a plus.
• Comfortable and willing to work nontraditional hours in a community center/public service setting; availability to include working evening, weekend, and sometimes holiday shifts.
• Ability to adapt to circumstances in a sometimes high‑pressure environment and demonstrate sound judgment and critical thinking skills required. Prior history of successful de‑escalation and/or conflict resolution experience is preferred.
• Excellent customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Demonstrated…