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The County of DuPage
Wheaton, Illinois

Job Details for 1912 - Information & Referral Specialist II

Job Description

FLSA STATUS:    Non-Exempt
GRADE:    109

Under general supervision; performs work of moderate difficulty providing information, intake, advocacy and referral services to individuals who need assistance; performs related work as required.

Employees in this class perform professional work in the area of social service by responding to requests for assistance in gathering, analyzing and evaluating data relating to needs, and determining appropriate referrals.  Work is performed under the general supervision of the Community Services Manager or designee.

The list of duties and responsibilities is illustrative only, and is not a comprehensive listing of all the duties and responsibilities performed by positions in this class.

•    Assists individuals in focusing on particular needs, and with identifying problems
•    Screens clients for eligibility for programs or services offered and completes calls
•    Completes intakes with call-in and walk-in clients by gathering demographic, income, assets and needs information
•    Enters demographics into the appropriate database
•    Assists clients with the completion of applications and related documentation required for services
•    Provides advocacy and short term crisis intervention for persons in extreme states of stress and refers them to appropriate resources
•    Mails, text or email resource information when needed and follows up with individuals and/or referral agency to assure client needs are met
•    Conducts inquiries and basic research to determine if unknown types of services are available
•    Compiles data on the number of calls, follow-up calls, source of referrals and tabulates required reports for review by supervisor
•    Prepares and presents public information material, educational workshops and represents the unit with service providers
•    Attend meetings and programs related to relevant social service programs the County supports
•    Performs community outreach in the form of public speaking and conducting educational workshops
•    Maintains regular attendance and punctuality

•    Adjusts work assignments and schedules in the event of an emergency to participate in emergency preparedness, response, and recovery activities as assigned
•    Depending on assignment, may maintain required emergency management training, licensure and/or certifications.
•    Performs related duties as required or assigned within job classification.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Knowledge of:
•    Social service delivery systems including intake policies and procedures
•    Current social problems, practices, techniques and developments
•    Principles and practices of collecting, classifying and updating resource information

Skill in:
•    Client service programs, requirements and the eligibility process
•    Dealing effectively with others
•    Understanding and evaluating the seriousness of the issue which has caused the individual to inquire about available services
•    Investigating, obtaining and organizing information or material
•    Use of computerized programs

Ability to:
•    Manage projects and multiple priorities simultaneously
•    Interpret department policies
•    Work with minimal supervision
•    Accurately record client information
•    Provide advocacy for clients and perform crisis intervention
•    Communicate and use interpersonal skills to interact with coworkers, supervisor, the general public, etc. to sufficiently exchange or convey information and to receive work direction
•    Ensure compliance with applicable federal, state, and local laws, rules and regulations and statutory requirements
•    Verbal and/or written communications
•    Work effectively under stress
•    Maintain confidentiality


Completion of an Associate’s Degree in Human Services, Psychology, or a related field; two (2) years of experience in Information and Referral or Social Services; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

A general office environment with a moderate noise level, to include some travel to an off-site facility or building in all weather conditions.  

Must possess and maintain in good standing, a valid Illinois driver’s license.