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The County of DuPage
Wheaton, Illinois

Job Details for 1915 - Information and Referral Specialist I

Job Description

GRADE: 108

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

Employees in this class perform para-professional work in the area of social service by screening and accessing calls and gathering, evaluating the data to identify the nature of the need of the client and providing information and referral when appropriate or escalating intake request to a higher intake level. Work is performed under the general supervision of the Department 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 clients by gathering demographic, income, assets and needs information
• Enters demographics into the appropriate database
• Provides advocacy and short term crisis intervention for persons in extreme states of stress and refers them to appropriate resources
• Mails, texts or emails 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
• Performs community outreach in the form of public speaking and attends social service related 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
• 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:
• Establish and maintain effective working relationships
• Interpret department policies
• Work with minimal supervision
• Accurately record client information
• Provide advocacy for clients and perform crisis intervention
• Verbal and/or written communications


High School Diploma or General Educational Development (GED) equivalent and a minimum of one (1) year of college coursework; 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.