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The County of DuPage
Wheaton, Illinois

Job Details for 1914 - Information & Referral Coordinator

Job Description

GRADE: 111

Under general supervision; performs work of moderate difficulty acting as a lead worker to employees engaged in 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. This position is distinguished from the Information and Referral Specialist classification by the ability to set priorities make decisions and authorize payments. Work requires independent judgment, initiative and familiarity with department mandates, standards and policies. General supervision is received from the correspondent 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.

• Acts as a lead worker to employees screening and performing intake assessments
• Organizes and coordinates the information and referral process
• Trains and guides staff on the intake and referral process and other relevant training as required
• Instructs staff on documentation requirements
• Oversees Information and Referral Specialists in prioritizing, decision-making and scheduling needs
• Delegates work and answers questions from staff
• Approves medical assistance/prescription drug payments up to set dollar amount
• Researches and gathers information and obtains input from staff to maximize services and for program development
• Completes intakes with call-in and walk-in clients by gathering applicable information
• Assists clients with the completion of applications and related documentation required for services
• Identifies programs and services for clients and prepares information for clients
• Screens clients for eligibility for programs or services offered and completes telephone calls
• Assists clients in focusing on particular needs and with identifying problems
• Compiles case information and enters information into appropriate database
• Inquiries and conducts research to identify if new or additional types of services are available
• Prepares statistical reports and other required paperwork as needed
• Participates in special projects and programs throughout the year
• Creates and conducts quarterly team building sessions for staff
• Serve as a liaison with local agencies associated with ongoing programs
• Leads and or attends committee meetings within the department or partnering groups and agencies
• Presents public information material, educational workshops, and networks with service providers.
• Maintains and updates the Client Services procedural manuals to ensure compliance with grants and programs
• 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
• Assessment methods and procedures
• Social service agencies and community resources available
• 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 problems, needs and motivations of clients and staff and making recommendations
• Understanding and evaluating the seriousness of the issue which has caused the individual to inquire about available services
• Planning and organizing the work of others
• Investigating, obtaining and organizing information or material
• Maintaining accurate records
• Use of computerized programs

Ability to:
• Establish and maintain effective working relationships
• Interpret department policies
• Work independently
• Accurately record client information
• Provide advocacy for clients and perform crisis intervention
• Verbal and/or written communications


Completion of a Bachelor’s Degree in Human Services, Psychology, or a related field; three (3) years of experience in Information and Referral or Social Services which include acting as a lead worker; 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 driver’s license. Must have a Certified Information and Referral Specialist (C.I.R.S.) Certification from the Alliance of Information and Referral Systems (AIRS) and maintain the certification.