Information and Referral Specialist

About the Role
Under the direct supervision of the Program Manager, provides phone and clerical services for AUW-211.
Essential Duties and Responsibilities
• Answer incoming calls and provides information and referrals to the appropriate providers.
• Completes data entry of caller log screens which record clients’ requests, referrals made and unmet services requested.
• Administers quality assurance checks by performing client follow-up, with a sample of callers, to ensure clients receive appropriate services that are effective. Offer additional assistance, if necessary.
• Deliver feedback to the Program Manager and/or VP of Community Impact, which can include recommendation for addition or deletion of services identified in the referral process
• Supports a positive team environment through active participation in team-related activities.
• Occasionally assists with campaign functions.
• Performs data entry on updates and new resources.
• Occasionally assists with bulk mailings, telephone outreach for program projects.
• Performs other duties as assigned.
Preferred Qualifications
Skills & Knowledge:
• Must be able to handle difficult phone calls, including from community members in crisis, with empathy, confidentiality, and care.
• Experience highly valued in working with high volumes of customer or client requests, or with clients in stressful situations.
Education & Experience:
• Graduation from high school or GED.
• Previous working experience in customer service, or with telephones and/or computers helpful.
• Previous working experience in nonprofit helpful but not required.
• Previous working experience in a team environment desired with strong communication and interpersonal skills.
Required Qualifications
• Must be authorized to work in the United States
• Must have a car to drive for the job and have drivers insurance (Only for Resource Development positions)
• Must be able to pass a background and drug test
• Must be located in Hawaii or have pre-existing plans to be in Hawaii