Information & Resources Facilitator

St Charles, MO, US, 63304-7918

About the Role

The Information and Referral Facilitator will be responsible for receiving and documenting all telephone calls, forwarding messages to Intake Workers and other staff members as appropriate. The Information and Referral Facilitator will relay important information to clients, refer them to outside agencies when necessary, and perform other routine administrative functions as assigned by the Housing Supervisor.

Responsibilities

• Record name, date and need for each call in Call Log.
• Assist in initial eligibility determination for services through a basic phone intake.
• Refer to in-house services when warranted (Child and Family Development, Street Outreach, Family Support Division, St. Patrick Center).
• Refer families to specialized agencies for any complex needs that cannot be handled by the Care Service.
• Direct to the appropriate organizations if caller does not meet criteria for an appointment or there are no appointments available with the Care Service.
• Enter appointment calls into Bell Data and Google Calendar.
• Schedule appointments for certifications and re-certifications with Intake Workers.
• Maintain confidentiality on all personal recipient information and assure that program participants' rights are protected.
• Assist in answering the door intercom and handle or refer needs of visitors.
• Attend staff meetings, supervisor conferences, and other agency functions as assigned.
• Attend necessary trainings to assist in serving program participants with the highest level of efficiency.
• Maintain knowledge of resources in the Tri-County area.
• Other duties as assigned.

Data and Information Handling

• Data/Information to be Received or Reviewed: Phone messages, phone calls, faxes, notes, letters, emails, spoken words from co-workers and management, recipient files.
• Data/Information To Be Prepared: Written messages from phone messages, phone calls to co-workers, to recipients, return phone calls, appointments to be given with required information, computer notes, and brief contacts.
• Data/Information to Refer To: All written community resource books and pages with phone numbers, supervisor and case and social workers recommendations, emails, some outside sources (e.g., newspapers, church bulletins, SVDP).

Requirements

• Communicate effectively both verbally and in writing with people of various socio-economic and cultural backgrounds, including communication with: Executive Director, administration, rectory staff, case managers/case manager supervisor, facility coordinator, program coordinators, director of development, recipients, and volunteers.
• Experience with and ability to use: computer (Word, Excel, and Bell Data), fax/copier, and telephone.
• Exercise good judgment and use good organizational skills in evaluation situations, making referral decisions, and following through.
• Work harmoniously with applicants, recipients, general public, and other employees.
• Work in and promote a team environment.
• Knowledge of case management methods, principles, and techniques.
• Knowledge of a multi-phone system.
• Excellent interviewing and phone skills.
• Skills in case documentation.
• Ability to multi-task.
• 1-3 years of experience in a related job required.
• High school education or GED.

Working Conditions

The Information and Referral Facilitator position is described as sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

The Information and Referral Facilitator will spend long hours sitting, talking on the phone, and using the computer. This position requires some walking and standing. The employee may be required to work additional hours, including temporary full-time schedules, to meet operational needs, provide staff coverage, or support agency programs.

This position requires an above-average amount of time involving: fingering, grasping, feeling, talking, hearing, repetitive motion, written communication, and endurance. Average amount of time involving: coordination. Below average amount of time involving: kneeling, crouching, and the necessity to distinguish colors to perform job functions.

Benefits

• Flexible working times and remote working options.
• Generous paid vacation increasing with service.
• Personal leaves of absence.
• Archdiocese-sponsored volunteer events.