Lutheran Social Services of Central Ohio
  • Columbus, OH, USA
  • Full Time

Information & Referral Services Manager

Lutheran Social Services of Central Ohio is currently seeking an Information & Referral Services Manager for LSS 2-1-1, Information & Referral Services in Central Ohio. LSS 2-1-1 connects Franklin County residents with comprehensive and up-to-date information about social, health and government services.

The ideal candidate will share Our Mission: Creating a better world by serving people in need.


Information & Referral Services Manager

Location: Fully Remote

Shift: Day

Status: Full Time



ABOUT Lutheran Social Services:

We put our Mission of Service into action. Every day LSS serves thousands of people in 27 Ohio counties by addressing the four core societal issues of food, shelter, safety, and healing. LSS offers Food Pantries, housing and supportive services through homeless shelters, domestic violence services, senior living and health care, affordable housing communities, and other services that uplift families and strengthen communities.

REQUIREMENTS for an Information & Referral Services Manager with Lutheran Social Services:

  • Bachelor's Degree in social work or related discipline required.
  • Minimum of one-year supervisory experience in human service related organization.
  • Strong leadership, management, and organizational skills are required.
  • Demonstrates effective leadership, communication and managerial skills.

As one of the largest non-for-profits in Central Ohio, we value our employees. Our excellence is based upon team members dedicated to a fulfilling career and committed to the service of others.


BENEFITS for an Information & Referral Services Manager with Lutheran Social Services:

  • Health insurance with 4-plan options!
  • Tuition Reimbursement Program
  • 403(b) retirement plan with employer matched savings
  • Dental and Vision insurance
  • Medical and Childcare Flexible Spending (FSA)
  • Health Savings Account
  • PTO and 9 Paid Holidays
  • Opportunity to make a positive impact on individuals & the community

RESPONSIBILITIES for an Information & Referral Services Manager with Lutheran Social Services:

  • Provides supervision for Information and Referral Specialists/Mobile Scheduling Specialists including annual performance reviews, counseling, call monitoring, scheduling, problem resolution, etc.
  • Prepares monthly statistics, monitors call center and Information and Referral/Mobile Scheduling Specialist key performance indicators.
  • Develops monthly staffing schedule for Information and Referral/Mobile Scheduling Specialist, maximizing call volume and minimizing wait and abandonment calls.
  • Monitors daily/hourly call volume, wait times, abandons and adjusts staff to maximize service
  • Develops training goals, materials for new hires and ongoing professional development of Information and Referral/Mobile Scheduling Specialist, AIRS certifications, etc.
  • Fulfills speaking engagements, community meetings, committee work and other duties as assigned.
  • Coordinates hiring process including recruiting, interviewing, selecting and offering of positions - in consultation with human resources.
  • Collaborates with Executive Director and Data Systems Manager to insure efficient delivery system within the call center.
  • Shares 24 hour 365 day on-call duties with Executive Director, and Data Systems Services Manager.
  • Responds to I&R, Food and other service line calls as needed.
  • Organizes bi-monthly Information and Referral Services staff meetings and trainings in coordination with Executive Director.

Lutheran Social Services of Central Ohio is committed to being an equal opportunity employer.

Lutheran Social Services of Central Ohio
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