Thank you for considering employment with AFL-CIO Community Services. Any open positions will be listed below. If the positions listed do not match your skill set but you would like us to retain your resume for future consideration, please upload your resume below. You may upload a PDF, Microsoft Word, Rich Text Format, OpenOffice Writer, or plain text file. A link can be found below for those who would like to submit an application. 

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Community Services is accepting resumes for a full time Information and Referral Specialist. Please see the job description below.

Job Brief

The Information and Referral Specialist/Program Administrative Assistant will work as an integral member of the Help Me Hotline staff to provide information, assistance, and referrals to individuals and helping contacts to navigate the community’s available system of Health and Human Service resources. They will provide information and referral services on a myriad of programs and services in response to specific inquiries from residents and community-based organizations in person, by phone or electronically, and will make outbound calls for quality and advocacy purposes. Additional duties include complete applicable documentation, data tracking and reporting. Independent judgment is required to plan, prioritize, and organize a diversified workload. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


·        Provide information and referrals about health and human services to individuals and organizations via telephone, email, and walk-in contact, as required

·        Assess client needs, identify appropriate resources, provide all necessary information, and identify alternatives resources for clients, as appropriate

·        Provide inquirers with specific and detailed information on accessing resources

·        Advocate on behalf of the client with other agencies, when necessary

·        Follow-up with clients to assess effectiveness of services and provide additional resources

·        Ability to work objectively with people of all backgrounds and sensitivity to the challenges of those experiencing homelessness and/or unstable housing situations with complex presentations, including chronic trauma

·        Maintain accurate data records by collecting appropriate demographic, household information

·        Complete documentation in database(s) (ClientPoint, CasePoint) in timely, thorough manner

·        Prepare and maintain data for programs based on client participation and services provided

·        Adhere to all operational standards as set by the Missouri, Arkansas, Kansas Alliance of Information and Referral Systems (MAK-AIRS) and national Alliance of Information and Referral Systems (AIRS)

·        Cooperate with MAK-AIRS and AIRS to further the field of Information and Referral and ensure that the Help Me Hotline/2-1-1 is operated within the highest accreditation standards

·        Complete continuing education and additional training as requested or required

·        Attend resource-sharing meetings, health fairs and other community events, as assigned

·        Represent the agency at trainings, speak at community information sessions, attend meetings and participate in outreach events to promote agency services and initiatives

·        Assist with cultivating resources and partnerships to meet the changing community needs

·        Complete applicable documentation, data tracking and reporting for all agency programs (e.g. Adopt-A-Family, Soles for Christ, Diaper Depot), as scheduled

·        Participate in agency meetings and apply information to daily activities

·        Participate in community meetings and trainings and share information learned to coworkers

·        Handle confidential and non-routine information in a discrete manner

·        Analyze workflow processes; evaluate methods and improve practices when possible 

·        Maintain and update digital and physical filing systems; retrieve/update records, as needed

·        Ability to define problems, to collect data, to establish facts and draw valid conclusions.

·        Perform other related duties, as assigned

·        Assists Executive Director with special projects, as necessary



·        Display strong customer service skills and ability to de-escalate challenging callers

·        Demonstrated evidence of interviewing, conducting assessments, active listening, and problem-solving skills in the provision of human services

·        Utilize active listening skills to assess the needs, supports, strengths and barriers of individuals seeking assistance

·        Utilize person-centered thinking skills to explore options and provide appropriate resources to meet the needs and preferences of individuals

·        Must have the ability to work with a variety of concrete variables in situations where limited standardization exists

·        Ability to accurately and thoroughly document consumer contacts and services provided

·        Knowledge of human services systems, community resources, and referral processes

·        Proficient in Microsoft Office products and ability to master client tracking and resource databases

·        Ability to prioritize, solve problems and work in a fast-paced, high-volume environment, with minimal supervision

·        Ability to succeed in challenging, call center environment

·        Ability to display professional behavior and maintain appropriate boundaries when handling sensitive information

·        Demonstrate strong public speaking skills and ability to speak to large groups of people

·        Exceptional oral and written communication skills, as well as organizational and time management skills

·        High degree of accuracy, attention to detail and excellent data entry

·        Distinctly self-motivated and capable of handling multiple tasks

·        Ability to work with a diverse group of people and respectful of worldviews that differ from one’s own

·        Ability to communicate and interact with individuals from a diverse educational, socioeconomic, and cultural backgrounds

·        Takes initiative to pursue solutions and maintain a level of curiosity

·        Ability to read and write in English and follow verbal instructions

·        Specific vision abilities required by this job include the ability to read and use a computer screen for several hours each shift, and to sit or stand at a workstation and use the hands-free headset provided by agency



The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 



Note the position above for which you want to apply, and click HERE to go the online application.