MONTGOMERY COUNTY GOVERNMENT Code No. 0880
ROCKVILLE, MARYLAND Grade 16
CLASS SPECIFICATION
INFORMATION & REFERAL AIDE II
DEFINITION OF CLASS:
This is full performance level information and referral work providing assistance
by telephone to citizens and community agency staff concerning available services
and programs provided by public and private agencies. Work also involves collecting
and disseminating referral and resource information. Contacts are with County
Government employees at all levels, the general public, and with employees of
public and private service agencies for the purpose of gathering resource information,
identifying and resolving problems and/or making appropriate referrals. Public
service and assistance is provided by employees in this class on demand for
a short period of time and involves detailed questioning of the caller to determine
the nature of assistance required.
An employee in this class, working under general supervision, receives incoming
telephone calls from citizens, identifies problems and researches various written
information and referral materials/documents to provide necessary information
and/or make appropriate referrals; follows up when necessary. An employee in
this class may also be assigned specialized continuous projects such as computerized
data collection including verifying and classifying information, report preparation,
maintenance of a resource data base, and/or publicity and sales of informational
material. Work requires extensive knowledge of County Government and other public
agencies' organizations and operations, private and non-profit service groups,
and community resources, and the judgment to select and apply established guidelines.
However, due to the diversity of subject matter, an employee exercises independent
judgment to develop new approaches to facilitate the resolution of the presenting
problem/complaint. This class of work is distinguished from the Information
and Referral Aide I occupational class by the knowledge acquired on the job
which enables the employee to independently address a diverse range of problems
and select from a variety of alternatives. The complexity of the work is derived
from the employee's responsibility to assess a caller's request for assistance/service
and determine the most appropriate course of action. The impact of work performed
by employees in this class is realized by the immediate and prompt response
to and resolution of citizens' problems and complaints. The work requires long
periods of sitting, listening and talking, and use of fingers to operate a multi-button
telephone. The work is evaluated by supervisory assessment of the appropriateness
of services provided, accuracy of information given and the results of assigned
projects.
EXAMPLES OF DUTIES: (Illustrative Only)
Provides callers with information about and referral to public and private service
agencies normally limited to Montgomery County and the immediate vicinity.
Answers questions and provides suggestions to clients as to how best the client's
problem can be resolved or questions answered.
Responds to the complex inquiries referred from the County Executive's Office.
Develops and updates accurate resource information of public and private agencies,
their mode of operation and the services they provide.
Collects, develops, verifies, and classifies available information to produce
resource publications.
Operates the Tele Typewriter (TTY) machine for the hearing impaired.
Publicizes the services of the office for citizen knowledge and provides training
on community resources to other departments and agencies.
Distributes copies of community resource publications.
Maintains and reports record of work performed to account for needs of the public
and periodically follows up selected referral cases.
Makes inquiries and investigates to determine if unknown types of services are
available.
Prepares informational materials in support of the information and referral
services provided.
Performs related duties as required.
MINIMUM QUALIFICATIONS:
Experience: Two (2) years of experience providing direct in information
and referral services, one (1) year of which must have been with the Montgomery
County Government.
Education: Completion of high school or High School Certificate of completion
recognized in the State of Maryland.
Equivalency: An equivalent combination of education and experience may
be substituted.
Knowledge, Skills and Abilities:
Thorough knowledge of the services provided by Montgomery County Government
and the local public and private human service agencies.
Knowledge of and the ability to apply the fundamentals of English grammar, spelling
and punctuation.
Knowledge of and the ability to operate a multi-button telephone, personal computer,
photocopy, TTY machine, and other office automation equipment appropriate to
the requirements of the position.
Ability to work effectively under minimal supervision.
Ability to communicate effectively to provide direct information and referral
assistance to clients with varying backgrounds and problems.
Ability to collect and organize information materials.
Ability to understand and evaluate the seriousness of the issue which has caused
a client to inquire about available services.
Ability to deal tactfully, effectively and equitably with people.
Ability to attend meetings or perform other assignments at locations outside
the office if necessary.
PROBATIONARY PERIOD:
Individuals appointed to a non-bargaining unit position in this class will be
required to serve a probationary period of twelve months; or if promoted to
a non-bargaining unit position in this class, serve a probationary period of
six months. Individuals appointed or promoted to a bargaining unit position
in this class will be required to serve a probationary period of six months.
Performance will be carefully evaluated during the probationary period. Continuation
in this class will be contingent upon successful completion of the probationary
period.
MEDICAL PROTOCOL: Medical History Review
Class Established: November, 1980
Revised: August, 1986
December, 1992 (M)
April, 2010