Position Information

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Information and Referral Specialist, Eldercare Locator

Application Procedure
Submit a resume to jobs@n4a.org. Note the job title in the email subject line. We cannot respond to all applications and unsolicited phone calls or emails will not be returned.

n4a Overview
The mission of the National Association of Area Agencies on Aging (n4a) is to build the capacity of our members so they can help older adults and people with disabilities live with dignity and choices in their homes and communities for as long as possible. n4a is a 501(c)(3) membership association representing America’s national network of 622 Area Agencies on Aging (AAAs) and providing a voice in the nation’s capital for the more than 250 Title VI Native American aging programs. Our vision is to build a society that values and supports people as they age.

Position Overview 
The Eldercare Locator is a nationwide service that connects older Americans and their caregivers with information on aging services, programs and resources. Funded by the Administration on Aging/Administration for Community Living and administered by n4a, the Eldercare Locator is the first step to finding aging resources nationwide. The service is operated through a call center, staffed by trained information specialists and through access to a public website (www.eldercare.acl.gov).
The Information and Referral Specialist is responsible for connecting older adults, their families, caregivers, and professionals nationwide to appropriate community-based services and supports.

JOB TITLE: Information and Referral Specialist   
REPORTS TO: Program Coordinator, Information and Referral Systems
Respond to requests for information about home and community-based services for older adults, people with disabilities and caregivers through telephone contact, chats, texting, voicemails and emails; assess inquirer needs; provide reliable and accurate referrals to approved agencies and programs; transfer callers to appropriate resources; follow established protocols and performance standards; complete required reporting and documentation; and other duties as assigned by the supervisor.
This full-time hourly position with full benefits is based in n4a’s Washington, DC office. Due to the COVID-19 health emergency, This full-time hourly position with full benefits is based in n4a’s Washington, DC office. Due to the COVID-19 health emergency, the n4a staff is currently working remotely, though this will change in the future. The call center operates Monday through Friday from 9:00 am to 8:00 pm ET.
Due to the ongoing pandemic, currently this is a remote work position with an expectation to return to our physical office in the future once it is deemed safe. Requirements to successfully work remotely are a strong home internet connection (greater than 10 mbps) and a quiet workspace to take calls throughout an 8.5-hour shift.
Position: Information and Referral Specialist, Eldercare Locator
Organization: National Association of Area Agencies on Aging
Location: Washington,  DC 
United States
Salary: n4a is an Equal Opportunity Employer. We offer a competitive salary and an excellent benefits package.
Posting Start Date:
Date Posted: 2/23/2021
  • Minimum of two years college (college degree preferred)
  • Relevant experience preferably in human services or aging field
  • Experience in call center or customer service field is preferred
  • Ability to operate in a high-volume and fast-paced call center work environment
  • Excellent oral and written communications
  • Excellent customer service knowledge
  • Excellent interpersonal skills
  • Excellent decision-making skills
  • Ability to work independently and as a member of a team 
  • Ability to meet deadlines and to work well under pressure
  • Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role I&R/A plays within the Aging Network
  • Knowledge of human service call centers
  • Understanding of the confidential nature of the position and associated documents
  • Bilingual fluency (English–Spanish) is a plus
  • Must obtain CIRS–A/D certification through the Alliance of Information and Referral Systems after one year of employment
Status: This listing expires on: 3/23/2021
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Organization Information
National Association of Area Agencies on Aging
1100 New Jersey Avenue SE
Suite 350
Washington,  DC 20003
United States
(202) 872-0888