Information & Referral/Intake Specialist


Information & Referral/Intake Specialist:

Iona Senior Services is seeking a qualified part-time Information & Referral/Intake Specialist to engage with inquirers to Iona’s Information & Referral Helpline to accurately assess inquirers’ needs; and to provide sensitive, confidential information & referral to inquirers. The Specialist also completes intakes for the DC Office on Aging’s services provided at Iona; makes referrals to other Iona programs; as clinically appropriate, collects demographic data on inquirers; and works with the I&R team to improve quality of service.

Iona Senior Services is a not-for-profit organization now celebrating its 42nd year of operation. Iona supports people as they experience the challenges and opportunities of aging. We educate, advocate, and provide community-based programs and services to help people age well and live well. Iona’s family of services include: Consultation, Care Management and Counseling (CCMC), our award-winning Wellness & Arts Center, Active Wellness Program at St. Alban’s, support groups, workshops, home-delivered meals and more. We are located in Washington, DC just minutes from the AU/Tenleytown Metro.


I&R Helpline Coverage
  • Engage effectively with each inquirer.
  • Accurately assess each inquirer’s needs.
  • Provide confidential information & referral to inquirers, including educating inquirers about their options.
  • As appropriate, complete intakes for DC Office on Aging services provided by Iona.
  • As appropriate, make referrals for other Iona programs, including offering to add inquirers to Iona’s mailing lists.
  • As appropriate, make referrals to Iona partner programs.
  • As appropriate, provide additional help directly or connect the inquirer to the Social Worker in Charge (SWIC).
  • As appropriate, collect demographic data on inquirers, and enter data into Iona’s client database.
  • As requested, participate in quality-assurance and follow-up activities.
  • Chart inquiry/call notes in Iona’s client database in accordance with I&R charting policy.
  • Participate in staff meetings and trainings.
Liaison to Partner Programs
  • With I&R manager, serve as liaison to Legal Counsel for the Elderly’s Self Help Office and Health Insurance Counseling Project at Iona.


  • Bachelor’s degree or Master’s degree in social work, counseling, or related discipline (Master’s preferred); or Bachelor’s degree in nursing or related discipline; and must be eligible for DC Licensure.
  • Master’s degree with two years or Bachelor’s degree with five years of geriatric case management, information & referral, hotline or related experience.
  • Clear, articulate voice and highly professional phone etiquette.
  • Experience with crisis intervention and strong problem-solving skills.
  • Exceptional ability to develop rapport in a phone contact and engage callers.
  • Highly developed interviewing and active listening skills.
  • Ability to make an accurate assessment based on information learned in a phone interview.
  • Exceptional oral and written communication skills and ability to maintain complete and accurate records of calls and referrals.
  • Strong attention to detail and ability to accurately collect and record demographic and referral data for each call.
  • Strong internet research skills.
  • Ability to maintain a flexible attitude and independently exercise good judgment while working collaboratively as a member of the I&R team.
  • Ability to learn database software, perform accurate data entry and assist with data management.
  • Preferred: working knowledge of federal and DC metro area public benefits and senior community services.


Package includes health, vision, and dental insurance, vacation, sick leave, and retirement plan prorated for part-time employees. To apply, please email resume and cover letter to

View and download this position announcement. 

Iona Senior Services, an equal opportunity employer, is committed to diversity within its staff, and encourages applications from all qualified candidates.