Intake/Information & Referral Specialist

Full-time, 35 hours per week NOT remote The Information & Referral (I&R) Specialist serves as a vital point of contact and support for older adults, families, caregivers, and individuals living with disabilities. This position acts as a critical link to community resources, leveraging a wide range of informational assets to address client inquiries, navigate complex service networks, and process program referrals within internal databases. Beyond initial contact, the I&R Specialist manages client follow-ups and provides professional advocacy to ensure individuals successfully connect with the services they need. Every interaction is guided by a commitment to the agency's mission, core values, and rigorous service standards. Exceptional verbal and written communication skills in English. Bilingual candidates are strongly encouraged to apply. Ability to fully concentrate on the caller, accurately identify the core issue, and verify understanding before offering solutions. Proven skill in remaining calm and professional while managing frustrated, confused, or distressed callers. Ability to simultaneously navigate internal databases, document notes in real-time, and research resources while maintaining a supportive conversation. Strong customer service orientation with a demonstrated sensitivity to older adults, diverse populations, and individuals with disabilities. Strong aptitude for problem identification and the development of creative, resource-based solutions. Practical knowledge of older adult care networks and community resources. Proficient and accurate data entry skills; advanced computer literacy, including the Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint). Proven ability to work effectively under pressure and remain productive through frequent interruptions while meeting strict deadlines. Demonstrated ability to show empathy and compassion, with the skill to establish a professional rapport with clients quickly. Bachelor's degree preferred or an Associate's degree with 2-3 years of related field experience. Experience with older adults with disability network preferred. Experience working with the older adult population is desirable. Public speaking experience is desirable. Call center or other customer service experience is desirable. Commitment to obtain InformUSA CR/S certification within one year of hire Public Service Loan Forgiveness (PSLF) If you are employed by a not-for-profit organization such as GSSSI, you may be eligible for the PSLF Program for student loans.