Position Information

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Information and Referral/Resource Specialist, Eldercare Locator
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 adults, people with disabilities and their caregivers with information on services, programs and resources. Funded by the Administration on Aging/Administration for Community Living and administered by the National Association of Area Agencies on Aging (n4a), the Eldercare Locator is the first step to finding aging and disability 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 (I&R)/Resource Specialist combines both the frontline duties of the I&R Specialist (50%) and the duties of a database curator (50%), responsible for contributing to the maintenance and accuracy of multiple databases and resource lists. The I&R/Resource Specialist allows resources to be more accessible both internally to staff and externally to older adults, people with disabilities, caregivers and community professionals through gathering, organizing, indexing and disseminating information about programs/services and the organizations that provide them. This position will be focused on new resources from disability partners that are maintained both on the Eldercare Locator database (for locating local disability resources) and on the Eldercare Locator’s internal list of national resources.
JOB TITLE: Information and Referral (I&R)/Resource Specialist
REPORTS TO: Program Coordinator, Information and Referral
I&R Specialist (50%): 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; and complete required reporting and documentation.
Resource Specialist (50%): Contribute to internal and external database updates by following procedures established for the development and maintenance of a national aging and disability services database; adhere to an annual schedule for updates; utilize tools such as the Eldercare Locator Style Guide for standardization of data; follow approved Inclusion/Exclusion criteria; respond to inquirer change requests; complete required reporting and documentation; and assist supervisor with the development of trainings for new resources identified by disability partners.

This full-time non-exempt (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.

n4a is an Equal Opportunity Employer. People with disabilities are encouraged to apply. We offer a competitive salary and an excellent benefits package.

This is a grant funded position for 1.5 years. While there is not currently funding for this position after September 2022, if additional funding is identified employment could be extended.

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.
Position: Information and Referral/Resource 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: 4/23/2021
  • Minimum of two years of college (college degree in human services field preferred)
  • Two years of relevant experience in the aging or human services field
  • Ability to operate in a high-volume and fast-paced call center work environment
  • Excellent oral and written communication skills
  • 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 and Disability Networks
  • Knowledge of human service call centers
  • Must obtain Certification for Community Resource Specialist – Aging/Disability (CRS-A/D) through the Alliance of Information and Referral Systems after one year of employment
  • Demonstrated understanding of data management
  • Intermediate Microsoft Office skills
  • Basic problem-solving skills related to resource center systems
  • Expertise in the gathering, organizing, indexing, and disseminating information about programs/services and the organizations that provide them.Ability to present new resources in a digestible, accessible manner to colleagues who provide them to callers
Status: This listing expires on: 8/31/2021
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Organization Information
National Association of Area Agencies on Aging

Washington,  DC 20003
United States