Elder Services of the Merrimack Valley
  • 29-Oct-2021 to Until Filled (EST)
  • Home Care
  • Danvers, MA, USA
  • Full Time

Elder Services of the Merrimack Valley and North Shore

This position is partially remote for the foreseeable future

POSITION RESPONSIBILITIES: The Information and Referral (I&R) Specialist provides information on a wide variety of resources, programs and services in response to inquiries from members of the community such as elders, persons with disabilities, caregivers, and professionals. I&R Specialists assess for program eligibility and link those in need of information and/or services to appropriate resources within and outside of the agency.

Essential Functions

  • Develop a working knowledge of agency programs and services, public benefits, community resources, and other relevant information.
  • Respond to all telephonic, in person and electronic requests in a professional, timely and accurate manner.
  • Process referrals for applicable agency programs through consumer needs assessment, preliminary eligibility determination, interdisciplinary consults, accurate and timely data entry and referrals to alternate resources as appropriate.
  • Complete all documentation required by the Executive Office of Elder Affairs and agency procedures and adhere to current ESMV Quality Assurance standards.
  • Comply with HIPAA regulations and agency policies to ensure the privacy of protected health information (PHI).
  • Participate in I&R customer satisfaction processes and tracking of statistical data.
  • Seek peer input or management guidance on complex, atypical or time sensitive consumer situations.
  • Provide referral sources, consumers and caregivers with information regarding next steps in the process.
  • Participate in professional development to enhance knowledge and skills, maintain certifications, and adhere to I&R training requirements as outlined by EOEA.
  • Work collaboratively with other agency departments to ensure the highest level of customer service to both internal and external customers.
  • Represent the agency in the community at meetings, fairs, trainings, and other events.
  • Other duties as assigned.



  • Associate's degree with experience in the elder, disabled or other human services fields
  • Proficiency in Microsoft products and web-based databases
  • Excellent data entry skills with the ability to multi-task in a fast-paced call center environment while accessing information from a variety of sources
  • Strong interpersonal skills with the ability to communicate in a professional and empathetic manner
  • Strong organizational skills, including the ability to prioritize tasks, problem solve, and proactively identify and report concerns
  • Supportive telephone manner and active listening and communication skills
  • Ability to interact comfortably with people with various levels of familiarity with the aging network, at various levels within the agency and positions in the community


  • Bachelor's degree in a related field
  • Bilingual capacity in Spanish is required
  • AIRS certification
  • Experience providing information and referral and performing eligibility assessments
  • Familiarity with the elder network including Councils on Aging, Aging Service Access Points (ASAP's) and Area Agencies on Aging (AAA's)

Hours: 37.5 per week


ESMV/NS is strongly committed to fostering a professional environment that recognizes, respects, and encourages the unique contributions of a broad spectrum of qualified employees. It is important that our employees reflect the diverse communities we serve. We maintain a work atmosphere that allows people of varied backgrounds to grow professionally and contribute to our mission by promoting diversity, equity, inclusion, and work-life balance.

Elder Services of the Merrimack Valley
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