Information and Referral Manager

Provides leadership and directs the strategies and activities for the Information and Referral team to optimize their efforts, assure effectiveness, and enhance efficiency to positively impact clients’ experiences.  Promotes a person-centered trauma informed approach when working with clients and staff. Works proactively and promotes collaboration with internal program staff in the Agency and community partners throughout our service area. Participates in developing the program initiatives and offers a forward-thinking approach. 

Duties/Responsibilities: 

Provides leadership, supervision, and support to the Information and Referral team, fostering a collaborative, person-centered trauma informed work environment 

Uses PeerPlace reporting to monitor the work of the team and ensure accuracy and to analysis data for trends.   

Assist the Information and Referral team in case reviews and oversee steps to ensure quality in services, as necessary. 

Conduct compassionate, person-centered intake assessments to determine eligibility, service needs, and appropriate support options as needed 

Provide trauma-informed client engagement, respond to inquiries, and connect individuals with services and community resources through timely referrals as needed. 

Participate in community meetings to learn about resources and to inform about The Span Center. 

Sets agenda and facilitates team meetings. 

Ensure person centered trauma informed approach to client related communications, which includes but not limited to phone calls, emails, web inquiries and on behalf of the agency.  

Oversees and responds as needed to inquiries about services and programs from community partners. 

Represents the Information and Referral Program at Management Team and other meetings as requested. 

Facilitates and participates in staff development programs and training and all management training. 

Assists with recruiting, training, and supervision of the Information and Referral staff and volunteers. 

Maintains knowledge of current human service policy and procedures manuals and of all state and federal standards and regulations relating to services rendered to clients. 

Participates in advocacy efforts to support and address the diverse needs of the communities we serve. 

Seeks to develop opportunities for community volunteers to engage with appropriate aspects of their department and our program, with support from Volunteer Services Staff. 

All other duties as assigned by supervisor 

Knowledge, Skills, and Abilities:  

Knowledge of the theories, principles, and practices of public human service organizations and public assistance programs. 

Trained and understands Inform USA standards which identifies specific competencies and related performance criteria, which describe the knowledge, skills, attitudes and work-related behaviors needed by I&R practitioners to successfully execute their duties.   

 Knowledge of current social, economic, and health problems and of human behavior and social functioning. 

Ability to analyze facts and to exercise sound judgment; ability to plan, assign, and supervise the work of others. 

Ability to plan and organize work, and to understand and interpret laws, policies, and regulations; ability to communicate and establish effective working relationships with co-workers, other professional and technical staff, social agencies, and the public. 

Ability to prepare reports and maintain records using computer automation technology. 

Ability to communicate complex ideas effectively, verbally and in writing.  

Ability to work effectively in an inter-disciplinary team setting; ability to develop and administer a program budget effectively. 

Education and Experience: 

Any combination of education and experience equivalent to graduation from an accredited college or university with major course work in social work, human service, psychology, health or related with preference for a master's degree in social work or related field. 

 Prefer 3 - 5 years of experience in social work or human services management. Experience working with older individuals, disabled individuals, and knowledge of aging issues. Experience supervising others. Skilled in the use of Microsoft Office products. Has or will obtain Community Resource Specialist (CRS) certification through Inform USA within 90 days of employment. 

Physical Requirements:  

Prolonged periods sitting at a desk and working on a computer. 

Prolonged periods of sitting behind a vehicle for travel time within our planning district. 

Must be able to lift up to 15 pounds at times.