Information & Referral​/Assistance Specialist

USAging Overview

USAging is the national association representing and supporting the network of Area Agencies on Aging and advocating for the Title VI Native American Aging Programs. Our members help older adults and people with disabilities throughout the United States live with optimal health, well-being, independence and dignity in their homes and communities.

Our members are the local leaders that develop, coordinate and deliver a wide range of home and community-based services, including information and referral/assistance, case management, home-delivered and congregate meals, in-home services, caregiver supports, transportation, evidence-based health and wellness programs, long-term care ombudsman programs and more.

USAging is dedicated to supporting the success of our members through advancing public policy, sparking innovation, strengthening the capacity of our members, raising their visibility and working to drive excellence in the fields of aging and home and community-based services.

USAging administers a national call center:
The Eldercare Locator, which connects older adults, people with disabilities and their caregivers with information on services, programs and resources in their community.

Funded by the Administration for Community Living and administered by USAging, the Eldercare Locator helps connect people to resources nationwide. The services are operated through a call center, staffed by trained information specialists, and supported by a team of experienced human services professionals.

USAging has partnered with the National Council on Aging (NCOA) on a federal grant also funded by the Administration for Community Living, which expands the National Center for Benefits Outreach and Enrollment (NCBOE) to continue to bolster the economic security and health of low-income older adults and people with disabilities by enhancing their access to vital federal and state benefits.

The Information and Referral (I&R)/Benefits Assistance Specialist combines both the frontline duties of the I&R Specialist and assisting callers with benefits assistance activities. The I&R/Resource/Benefits Assistance Specialist is responsible for assisting callers with completing online tools to assess eligibility for various benefits; and connecting older adults, people with disabilities and their families and caregivers to appropriate community-based services and supports.

JOB TITLE: Information and Referral/Benefits Assistance Specialist

REPORTS TO: Program Manager, Benefits Assistance

• Assist callers with identifying benefits for which they are eligible by helping them complete online tools.
• Exhibit patience and empathy while assisting callers with benefits assessments.
• Manage both benefits assessment needs and other needs expressed during calls, referring people to a wide range of services and supports as needed.
• Utilize warm handoff process to agencies that assist with the benefits enrollment process.

• Respond to requests for information about home and community-based services for people with disabilities and their families through telephone contact, chat, texting, voicemails and emails.
• Assess inquirer needs.
• Provide reliable and accurate referrals to approved agencies and programs.
• Recognize when a caller requires a higher level of support and transfer to appropriate staff member.
• Transfer callers to appropriate resources.
• Follow established protocols and performance standards.
• Complete required reporting and documentation.

• At least one year of call center, customer service and/or data entry experience required.
• Ability to operate in a high-volume and fast-paced call center work environment.
• Demonstrated ability to utilize Microsoft Office suite, telecoms tools and customer resource management software.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Excellent decision-making skills.
• Ability to work independently and as a member of a team.
• Ability to meet deadlines and to work well under pressure.

• Minimum of two years of college or equivalent experience.
• Relevant experience in human services call center and/or customer service field.
• Relevant aging and disability services experience.
• Ability to communicate with people of varied communication styles, such as comfort working with people who are deaf, have a speech disability, use an assistive device to communicate or have other communication variations.
• Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role I&R/A plays within the Aging and Disability Networks.
• Bilingual fluency (English–Spanish).
• Demonstrated understanding of data management.
• Basic problem-solving skills related to resource center systems.
• Will have or obtain Certification for Community Resource Specialist – Aging/Disability (CRS-A/D) through the Alliance of Information and Referral Systems after one year of employment.

This is a…