Job description
Position Summary
The Information Specialist staffs the Epilepsy and Seizures Helpline between 8:00 a.m. and 4:00 p.m. Eastern Time, Monday through Friday, excluding holidays. This role responds to inquiries from consumers, caregivers, professionals, affiliates, and internal staff received through phone, email, interdepartmental transfers, online forums and groups, social media, postal mail, and other approved communication channels.
The position requires gathering sensitive information using professional assessment techniques and providing accurate, compassionate responses using approved Foundation resources, databases, and referral tools. The Information Specialist must remain knowledgeable on developments in epilepsy through professional reading, resource searches, conferences, workshops, and participation in community events when appropriate.
Essential Duties and Responsibilities
- Provide concise, accurate, and timely information in response to inquiries received via phone, email, digital platforms, written correspondence, web posts, social media, and online forums.
- Respond to all inquiries professionally, courteously, and in alignment with Foundation standards.
- Search and utilize approved databases and resource systems to provide accurate information and appropriate referrals.
- Follow information and referral best-practice guidelines established by Inform USA and the Foundation’s medical and legal advisors.
- Respond to inquiries related to topics including, but not limited to:
- medical assistance and specialist referrals
- treatment options
- financial aid and insurance navigation
- vocational support and employment assistance
- psychosocial needs and support groups
- legal rights and advocacy
- housing, food access, and continuing education
- Provide referrals to community resources, including Foundation affiliates and partner organizations, based on client needs.
- Monitor and respond appropriately to sensitive questions in online forums and community platforms.
- Support Foundation affiliates in providing information and referral services locally.
- Enter required demographic and inquiry data into the consumer database to support accurate reporting and outcome tracking.
- Assist in maintaining and updating referral records and researching new resources, with emphasis on underserved and unaffiliated regions.
- Review epilepsy-related news, publications, and research to maintain subject matter knowledge.
- Attend content-specific conferences, symposia, or technical training for continued professional development.
- Alert Communications staff of unreported media activity related to epilepsy.
- Provide crisis intervention assessment and support under supervisory guidance.
- Conduct follow-up with clients to support quality-of-life outcomes and resource utilization.
- Assist with annual outcome assessment follow-up processes.
Additional Duties
- Assist with policy and procedure guidance for internal users.
- Support the compilation of data for reporting needs.
- Perform additional duties and special projects as assigned.
Education Requirements
- Bachelor’s degree in human services (social work, nursing, counseling, public health, or related field) preferred.
Experience Requirements
- Minimum of three years of experience in the information and referral field.
- Proficiency with Microsoft Office and ability to learn new systems.
- Demonstrated knowledge of human services systems and community resources.
Knowledge, Skills, and Abilities
- Knowledge of or willingness to learn about epilepsy, including types of seizures, treatments, and family support considerations.
- Knowledge of health information resources and how to access them.
- Ability to learn and utilize digital communication tools to respond to inquiries.
- Ability to communicate effectively with individuals with epilepsy, families, caregivers, and health professionals.
- Strong tact, sensitivity, and client-service orientation.
- Experience in crisis intervention or information and referral preferred.
- Strong attention to detail and accuracy.
- Ability to prioritize assignments, manage multiple inquiries, and follow tasks through to completion.
- Ability to work independently with a sense of ownership and urgency.
- Strong written, verbal, and interpersonal communication skills.
- Ability to use sound judgment and maintain strict confidentiality.
- Ability to pursue and maintain Community Resource Specialist (CRS) certification through Inform USA.
Supervisory Responsibilities
- None.
Work Environment, Schedule, and Physical Demands
- Fully remote (Located in the East Coast or Central time zones)
- Full-time temporary role, 35 hours per week, Monday–Friday, 8:00 a.m.–4:00 p.m. Eastern Time.
- Work performed in a remote professional environment using standard office equipment.
- Regularly required to speak and listen, view computer screens for extended periods, and conduct phone-based communication.
- Occasional travel may be required for events or Foundation needs.
- Telework privileges may be requested in alignment with policy; satisfactory performance and customer service required.
- Must adhere to Foundation workplace policies, including health and safety requirements and reasonable accommodation provisions
Salary
$26.37–$27.47 per hour
