Information and Referral Specialist - Bilingual

at  CAPECO Community Action Program of East Central Oregon

CAPECO is a diverse group of people who are committed to creating a thriving community by providing education, resources, and services dedicated to eliminating poverty and contributing to the success of our community members. We hire people from all walks of life not because we must, but because we know it makes us stronger. If you share our passion for community, then we would love to meet you!

POSITION OVERVIEW

Serve as the initial contact for individuals coming into the agency as well as calling in by phone. You will be the first point of contact for clients seeking assistance through one or more of the agency’s services and programs. This will include fielding a variety of inquiries and questions as well as working with individuals and families to obtain materials and information. You will need to appropriately direct individuals to the correct department and/or assist with scheduling appointments, data collection and making referrals.
This person will also provide a variety of clerical duties and support to the office. This position is customer facing and will require someone who takes pride in customer service, positive relationships, and the ability to work with a diverse population.

ESSENTIAL JOB FUNCTIONS

An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without reasonable accommodation.

• Greet and deal effectively with the public and staff, in person, via email and over the phone.
• Serves as the initial point of contact for individuals and households seeking assistance and other services. Conduct participant intakes.
• Take detailed and accurate messages, ensuring that each message is delivered or communicated to staff via email, phone message, Microsoft Teams, or in person to appropriate staff in a timely manner.
• Analyze complex information gathered from callers to assess needs, and research and refer them to appropriate resources.
• Distribute information pamphlets.
• Provide current information to the public regarding the general eligibility requirements for assistance programs.
• Maintain a current resource directory to assist with appropriate referrals. This will require coordination and collaboration with area partners and online resources to keep an accurate and current list of services offered.
• Schedule office and in-home appointments for assistance programs and instruct households on what to bring to appointments.
• Enter ADRC calls into the Get Care database.
• Open and route daily incoming mail. Prepare outgoing mail each day and put it in mailbox each evening.
• Maintain suggested list of office supplies. Process supply, equipment, or furniture requisitions. Provide accurate posting of supplies ordered to appropriate grants. Ensure delivery of supplies to appropriate staff persons or department head.
• Maintain various lists and logs based on usage and request.
• Enter client information into a variety of state and agency databases.
• Responsible for maintaining inventory records for energy education supplies and reordering supplies as necessary.
• Prepare reports and correspondence as needed.
• Provide clerical support to program staff.
• Participate in agency and community workgroups and committees.
• Assist with CAPECO sponsored events.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES & MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skills, abilities, and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bilingual: must be proficient in reading, writing, listening and speaking in English and Spanish.
• An associate degree in a related field of study which can be substituted for two years of equivalent education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position.
• Must possess a high level of tolerance and understanding for individuals and families that may be in crisis as well as possibly experiencing mental health concerns and substance abuse.
• Requires individual to be highly organized.
• Must maintain agency and client confidentiality.
• Excellent communication, interpersonal, and customer service skills and legible handwriting.
• Must have computer experience and a working knowledge of Word and Excel.
• Upon hire, work toward the Alliance of Information and Referral Systems (AIRS) certification.

An employee in this position may be called upon to do any or all the following essential functions. These examples do not include all the duties which the employee may be expected to perform. Other duties, responsibilities and activities may change or be assigned at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without reasonable accommodation.

• Greet and deal effectively with the public and staff, in person, via email and over the phone.
• Serves as the initial point of contact for individuals and households seeking assistance and other services. Conduct participant intakes.
• Take detailed and accurate messages, ensuring that each message is delivered or communicated to staff via email, phone message, Microsoft Teams, or in person to appropriate staff in a timely manner.
• Analyze complex information gathered from callers to assess needs, and research and refer them to appropriate resources.
• Distribute information pamphlets.
• Provide current information to the public regarding the general eligibility requirements for assistance programs.
• Maintain a current resource directory to assist with appropriate referrals. This will require coordination and collaboration with area partners and online resources to keep an accurate and current list of services offered.
• Schedule office and in-home appointments for assistance programs and instruct households on what to bring to appointments.
• Enter ADRC calls into the Get Care database.
• Open and route daily incoming mail. Prepare outgoing mail each day and put it in mailbox each evening.
• Maintain suggested list of office supplies. Process supply, equipment, or furniture requisitions. Provide accurate posting of supplies ordered to appropriate grants. Ensure delivery of supplies to appropriate staff persons or department head.
• Maintain various lists and logs based on usage and request.
• Enter client information into a variety of state and agency databases.
• Responsible for maintaining inventory records for energy education supplies and reordering supplies as necessary.
• Prepare reports and correspondence as needed.
• Provide clerical support to program staff.
• Participate in agency and community workgroups and committees.
• Assist with CAPECO sponsored events.
• Perform other duties as assigned

The requirements listed below are representative of the knowledge, skills, abilities, and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bilingual: must be proficient in reading, writing, listening and speaking in English and Spanish.
• An associate degree in a related field of study which can be substituted for two years of equivalent education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of this position.
• Must possess a high level of tolerance and understanding for individuals and families that may be in crisis as well as possibly experiencing mental health concerns and substance abuse.
• Requires individual to be highly organized.
• Must maintain agency and client confidentiality.
• Excellent communication, interpersonal, and customer service skills and legible handwriting.
• Must have computer experience and a working knowledge of Word and Excel.
• Upon hire, work toward the Alliance of Information and Referral Systems (AIRS) certification