Bilingual Information Specialist (Human Services)

Location: Miami, FL (Hybrid — 3 days onsite / 2 days remote) | Pay Rate: $18.00/hr
Long-term contract-to-hire assignment via MOHR Enterprises, LLC.

About the role

Our client, a nonprofit human services organization serving older adults in South Florida, is seeking Bilingual Information Specialists to join their call center team. This role connects callers (primarily older adults and their caregivers) with public and private community resources, and follows up on all referrals made.

Responsibilities

• Field incoming calls to identify caller needs and determine appropriate information or referrals
• Document all information activity, statistics, and case notes in the agency's database
• Research and provide unbiased information on community resources and long-term care service options
• Advise callers on how to access services and benefits, including fee-for-service options
• Prepare and mail information packets and applicable forms
• Conduct three-way calls or transfers to connect callers directly with relevant agencies
• Follow up on referrals with callers and/or agencies to confirm status and provide further assistance
• Maintain and update the electronic community resource database for accuracy
• Comply with HIPAA and client confidentiality standards
• Participate in community outreach events as needed
• Support the organization's disaster/emergency response efforts as assigned

Requirements

• Bachelor's degree in a human services field, or an Associate's degree in a human services field + 2 years of experience in information & referral, case management, call center, or social services work
• Bilingual English/Spanish or English/Creole preferred
• Crisis intervention/de-escalation skills
• Comfortable working with older adults over the phone with patience and empathy
• Proficient in Microsoft Office (Word, Excel, Outlook) and database systems
• Minimum 35 WPM typing speed; strong written English skills
• Ability to work independently and as part of a team