Job Description
Job DescriptionSalary: $45K-$50K
Job Summary
The Support Services Specialist will be responsible for responding to inquiries from community members, professionals, and internal staff across multiple communication platforms. They will professionally assess requests confidentially and provide
accurate guidance, utilizing approved educational materials, referral resources, and database tools.
This role involves maintaining and updating a comprehensive online database of national, state, and local resources to effectively meet community needs. In collaboration with the Associate Director of Support Services, you will support the creation and distribution of fact sheets and educational materials.
Additionally, the Support Services Specialist will implement and carry out initiatives for the Amputee Coalitions national support programs, helping to expand the reach and impact of Peer Support services, ensuring that individuals affected by limb loss and limb difference receive the knowledge and community support they need.
Essential Functions
- Provide concise, accurate, and timely information in response to all phone, email, written correspondence, web-based submissions, and online forums from community members, family members, and professionals in the limb loss and limb difference community.
- Support the national Certified Peer Visitor program by matching peer visit requests to the appropriate visitor. This includes case management of volunteers to evaluate the program's success.
- Respond to all inquiries professionally and courteously.
- Enter all essential demographic information into the consumer inquiry database (Salesforce) to facilitate rapid, accurate, comprehensive statistical reporting and data transfer.
- Effectively search various databases and websites to provide accurate and appropriate responses to inquiries.
- Follow best-practice guidelines established by Inform USA for providing information and referral services.
- Responds to inquiries, including but not limited to, the following topics:
- medical assistance and referrals to specialists, financial assistance, vocational training, employment assistance, psychosocial needs/support groups, legal rights issues/advocacy, shelter, food, and continuing education.
- Consistently provide appropriate referrals to community resources, including Amputee Coalition affiliates and other resources that best meet the clients needs.
- Help monitor online community and forum sites and provide concise, accurate, and timely information on sensitive questions.
- Provide technical assistance to support Amputee Coalition affiliates as they provide information and referral services at the local level.
- Support the work of the Support Group Network by updating information, sending materials, and answering questions.
- Train or guide the work of other team members on occasion
- Assist with maintaining and updating all resource referral records
- Facilitate recurring CPV and Support Group Leader meetings.
- Present on the Certified Peer Visitor Program, Support Group Network, Information & Referrals, and Volunteer Opportunities as needed.
- Perform other duties as assigned
Required Knowledge, Skills, Abilities
- Proactive and detail-oriented approaches with a strong commitment to quality, efficiency, and effectiveness
- Collaborate with others and work effectively in a team environment
- Work independently with general supervision while prioritizing workloads to meet deadlines and solve problems
- Proficiency
in conducting meetings and presentations on camera with confidence and ease
Required Education, Certifications/ Licenses, Related Experience
- Minimum of 2 years of experience in the information and referral field.
- Proficiency with MS Office, Salesforce, Google Software, and is comfortable learning new technical systems.
- A bachelor's degree in human services (e.g., social work, counseling, human services, or another social service field) is preferred.
Other Specific Knowledge, Skills, Abilities, Certifications, Licenses:
- Familiarity with Information and Referral systems and standards
- Knowledge of or ability to learn about limb loss and limb difference, including other disabilities, orthotics, prosthetics, and how to best provide support to individuals and their families.
- Knowledge of health data information sources and their use.
- Experience in information and referral or crisis intervention preferred.
- A high level of detail orientation and accuracy.
- The ability to work independently with minimal supervision on assigned duties; a sense of ownership and urgency in completing assigned job duties is essential.
- Excellent time management and problem-solving skills.
- Uses sound judgement and maintains strict confidentiality.
Physical Job Requirements
- This position requires the ability to remain stationary and seated for over half of the time.
- While performing the duties of this job, the employee is regularly required to talk and hear and will require staring at a computer screen and/or documents for extended periods and talking on the phone for extended periods.
- This position requires the ability to spend most of their time viewing computer monitors
Travel Requirements
- This position travels annually to
the national conference less than 10% of the time
- Anticipated travel will be by car, air, and/or train
Behaviors (Values in Practice)
Accountability Responsible for own words, actions, and results
Compassion Act with kindness and caring to everyone we encounter.
Improvement Strive for continuous growth in everything we do.
Innovation Encourage thoughtful, creative, and inspirational stories and ideas.
Integrity Build trust through responsible actions and honest relationships.
Respect Treat people with dignity and professionalism.
Service Provide resources, programs, and relevant connections to support people through their journey.
Teamwork Believe that through collective efforts we can create a more inclusive and accessible world for everyone.
Equal Employment Opportunity
The Amputee Coalition believes that equal opportunities for all employees are important for the continuing success of the organization. In accordance with state and federal law, the Amputee Coalition provides equal employment opportunity to all persons and will not discriminate against an employee or applicant for employment because of race, disability, gender, gender identity, gender expression, color, creed, religion, sex, age, national origin or ethnicity, ancestry, citizenship, veteran status, marital status, pregnancy, genetic information, sexual orientation or preference, or any other category protected by applicable law in hiring, promoting, demoting, training, benefits, transfers, layoffs, terminations, recommendations, or rates of pay or other forms of compensation.
Should you need an accommodation during the interview process, please make a note in your application.
remote work