Information and Referral Specialist

The Information and Referral Specialist is a part-time position responsible for providing information, guidance, and referrals to individuals who contact AuSM with questions about autism and assistance related to programming. Key duties include responding to phone calls, emails, and webform requests for information, compiling answers to frequently asked questions, and representing the organization in the community at resource fairs and events.

The Autism Society of Minnesota provides an Information and Referral Helpline Monday through Friday from 9 am to 5 pm (US Central Time). Staffed by professionals, it is here to help individuals, families, and professionals seeking valuable information on available services and referrals and to better understand issues associated with autism. Information and Referral Specialists also leverage the Autism Society of America’s Autism Source online resource database, which contains over 35,000 listings of Autism service providers throughout the nation.

The AuSM Information and Referral Helpline is a fantastic way to learn about resources and services in the area. Minnesota’s autism community relies on trained Information and Referral Specialists to explain resources and support options. While the Helpline can’t provide direct services and is not a crisis line, the Information and Referral Specialist will connect callers to resources and providers that can provide direct services.

This position is part of the Programs and Services Department and works closely with program and administrative staff. The Information and Referral Specialist reports to the Program Director and is critical to maintaining the organization’s position as Minnesota’s First Autism Resource.

• Provide Information about Autism: Respond to inquiries about autism spectrum disorder and related issues by phone and email.
• Efficiency and Timeliness: Each call, email, or form inquiry triggers a Helpline ticket, which must be resolved within 48 business hours.
• Quality Assurance: Utilizing the guidance of documents provided by the organization, the Information and Referral Specialist will provide accurate and up-to-date information.
• Make Referrals: Utilizing the Autism SourceTM database maintained by the Autism Society of America, provide referrals to the public for relevant services, documenting each referral via email.
• Documentation: Develop and maintain appropriate reference materials relevant to autism and disability issues such as FAQs, response templates, and website copy.
• Reporting: Maintain accurate records on each client assisted, including, but not limited to, contact information, the nature of their inquiry, and information provided.
• Customer Service: Communicate with clients and external stakeholders in a respectful and professional manner.

• Outreach: Conduct outreach and promote the organization’s programs and services across the state of Minnesota at community resource fairs and events. Some in-state travel required.
• Collaboration: Collaborate with colleagues and support operational redundancy through cross-functional training.
• Fraud, Waste, and Abuse Prevention: While investigating complaints would be outside the authority of the organization, the Information and Referral Specialist will document complaints about service providers to reduce the likelihood of harmful referrals.
• Data Management and Privacy Protection: Leverage constituent data insights to observe and address inquiry trends over time while adhering to established data privacy and security standards.
• Other duties as assigned.

• Education: High school diploma or GED equivalent required.
• Experience: 3+ years of experience in public service or…