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The County of DuPage
Wheaton, Illinois

Job Details for 1913 - Senior Information and Referral Specialist

Job Description

FLSA STATUS:    Non-Exempt
GRADE:    110

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 coordination of the Information and Referral process.  Work includes responding to requests for assistance in gathering, analyzing, and evaluating data relating to needs and determining appropriate referrals.  General supervision is received from the Community Services Manager.

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.

•    Provides individualized assistance and counseling regarding services and support options via phone or in person at office or in client’s home.
•    Evaluates and determines appropriate use of financial resources
•    Gathers information and obtains input from staff to provide maximum services
•    Provides assistance with developing a personal action plan
•    Improves access to services by providing advocacy for those who have limited communication skills or other problems in obtaining services
•    Follows up with individuals and/or referral agency to assure needs are met
•    Provides intervention and short term crisis counseling for persons in extreme states of stress, and links them with appropriate resources
•    Provides counseling on health insurance options
•    Completes intake reports for complaints against long term care facilities
•    Completes intake reports for allegations of abuse, neglect, financial exploitation, or self-neglect
•    Compiles data on number of calls, follow-up calls, source of referrals, etc. for review by supervisor
•     Makes inquiries and conducts basic research to determine if unknown types of services are available
•    Attend meetings and programs related to relevant social service programs the County supports
•    Presents public information material, educational workshops, and networks with service providers
•    Maintains social media pages
•    Maintains community e-mails
•    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:
•    Information and referral process
•    Social service agencies and community resources available, including intake policies and procedures of individual agencies
•    Current social problems, practices, techniques and developments
•    Record-keeping functions.

Skill in:
•    Understanding and evaluating the severity of the issue which has caused the individual to inquire about available services
•    Investigating, obtaining and organizing information or material
•    Planning and organizing the work of others
•    Maintaining accurate records
•    Using computer hardware and software including word processing, spreadsheets, databases, email, etc.

Ability to:
•    Manage projects and multiple priorities simultaneously
•    Establish and maintain effective working relationships with department and division staff, other departments and others, such as vendors
•    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
•    Interpret department policies
•    Convey excellent oral and written communication
•    Work effectively under stress
•    Maintain confidentiality


Completion of an Associate’s Degree in Human Services, Psychology, or a related field; five (5) 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.