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Job ProfileInformation & Referral Specialist at Autism Society of America

Part Time
Long Term Employee
No location requirement (USA)

What will you do in this job?

Job: Information & Referral Specialist

Location: Remote - Part Time

Reports to: National Health Line Manager


Required Hard skills

Microsoft Office

Google Suite


Required Soft skills



Team Oriented



Nice to Have


Bilingual Spanish

Bachelors Degree preferred* see full Job description



Autism Society of America

Information & Referral Specialist




Position Summary:

The Information and Referral (I&R) Specialist is a key national program position within the Autism Society of America team. The position reports to the National Programs manager and is responsible for supporting the Autism Society’s National Helpline contact center. The I&R Specialist primarily works via telephone or email to assess the inquirer's needs, provide information, make referrals, and document the cases using the Salesforce case management platform. The I&R Specialist also researches community resources, updates informational materials within the publicly-available Autism Source™ database, and proposes system improvements.




Specific Duties and Responsibilities:

●      Answer live Helpline calls and respond to voicemail messages, emails, social media postings, and other inquiries via the Salesforce case management platform by providing an appropriate response with applicable support and referrals.

●      Assess each inquirer’s unique situation and personal resources. Identify when an individual may be experiencing a crisis and offer immediate and appropriate response and assistance to a qualified professional.

●      Provide assistance that is respectful of the inquirer’s personal value system and with sensitivity regardless of origin, age, race, gender, background or views.

●      Conduct follow-up calls to help ensure the inquirer’s needs were met with the information or resources that were provided.

●      Research and resolve inquiries in a fashion that positively represents the Autism Society and addresses the needs of the inquirer. Inform and refer issues to supervisor, as appropriate.

●      Review analytical metrics within Salesforce to assess the Helpline team’s effectiveness, efficiency, and quality control, and recommend system improvements where needed.

●      Research community resources, update resources available with the Autism Source™ resource database, and review/update existing content to maintain accurate and current resources.

●      Identify and propose ongoing improvements of the Autism Source™ resource database.

●      Work collaboratively with other team members within the Autism Society and assist, as needed, with supporting marketing, affiliate relations, and development team members.




Key Skills:

●      Empathetic listening skills, with the ability to demonstrate support, offer resources, and utilize de-escalation techniques, as needed.

●      Strong computer skills (Salesforce experience preferred; Microsoft Office; Google Suite required).

●      Collaborate well with co-workers, adapt to changes, and problem-solve.

●      Effective communicator, capable of clearly conveying ideas verbally and written, and interacting in a team environment, both in person and virtually.

●      Organized, efficient, collaborative, and team-oriented individual.

●      Self-starter who is continually looking for process improvements.





●      Bachelor's degree (preferred) (will take volunteer experience with related advocacy organizations)

●      Minimum of 1 year experience working with people on the Autism spectrum (or related area).

●      Minimum of 2 year’s experience working in an information and/or referral role (Resource specialists (call center RS, community resource, information referral specialists welcome)

●      Certified Information and Referral Specialist (CIRS) preferred, but not required.

●      Bilingual, with fluency in Spanish, desired.




Job-Type and Work Environment

●      The Autism Society of America has a strong organizational culture, dedicated to diversity, equity, dignity, integrity, and inclusion.

●      Part-time

●      Reporting to national health line manager




The Autism Society is an Equal Opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Qualified individuals with Autism are encouraged to apply. If you require accommodations during the interview process, please include your request in your cover letter.

Preferred Qualifications

Entry levelMedium levelSenior level

Work Experience

Equivalent Experience Accepted!
2+ years work experience in one of the occupational industries below:
  • Information Services


What is the minimum number of years work experience preferred for this role and which professions apply?

Soft Skills

CollaborationActive ListeningWorking AutonomouslyTeamwork

Hard Skills

Keep in mind, you may not need ALL of these skills to be a great fit!



Standard Hours (9am-5pm)

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