Director of Information and Referral

DIRECTOR OF INFORMATION AND REFERRAL (FULL-TIME)

Able South Carolina (Able SC) is the state’s premier disability-led organization advancing disability rights, independence, and equity. As a statewide Center for Independent Living, we empower people with disabilities to lead, advocate, and take control of their lives. Our culture is rooted in leadership, collaboration, and a shared commitment to building a fully inclusive South Carolina.

Able SC offers a competitive salary and an excellent benefits package, including health, dental, vision, life insurance, an Employee Assistance Program, and employer contributions to retirement. Employees receive generous paid leave—the combination of vacation, sick leave, and 21 paid holidays each year supports wellness, balance, and long-term growth within our mission-driven team.

Location: Columbia Office
Hours: Full Time, flexible work schedule, 34 - 40 hours per week
Salary Range: Based on experience and qualifications

SUPERVISORY RESPONSIBILITIES: Supervises the I&R Team

PURPOSE OF THE POSITION

The Director of Information and Referral (I&R) provides strategic leadership and vision for one of Able SC’s most essential gateway functions. The I&R Department is often the first point of contact for callers, visitors, and community members, setting the tone for the organization’s disability-led values and standard of service. This position ensures the delivery of high-quality, accurate, and disability-informed information and referral services statewide.

The Director oversees the Information and Referral (I&R) Department, including Assistive Technology functions and Front Desk operations to ensure seamless service flow, a strong and consistent consumer experience, and high-quality data management. This role is responsible for building and maintaining a trustworthy, centralized resource infrastructure; strengthening statewide partnerships; and driving data-informed decision-making across the agency.

The Director also manages consumer profiles, including individuals who do not require long-term services, ensuring proper documentation, accurate referral pathways, and short-term I&R support aligned with the Independent Living philosophy.

This position reports to the Vice President & Chief Advocacy and Independent Living Officer.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES (With or  Without Accommodations)

• Champion the Independent Living philosophy by promoting autonomy, choice, and disability-led decision-making while modeling confidentiality, professionalism, and sound judgment.

• Provide leadership, supervision, and support to the I&R team to ensure coordinated, high-quality communication for callers, visitors, and consumers.

• Build and manage efficient internal referral pathways across Able SC programs to ensure smooth, timely access to services.

• Cultivate and maintain strong partnerships with statewide organizations, providers, agencies, and community partners to expand reliable and disability-competent resources.
• Oversee the development, accuracy, organization, and accessibility of all resource profiles, guides, and databases, ensuring information is trustworthy, current, and aligned with Able SC’s disability-led values.
• Prepare and finalize all required grant-funded and federal reports accurately and on time.

• Manage consumer profiles, including individuals receiving short-term I&R-only services, ensuring proper documentation, accurate referral needs, and appropriate follow-through.

• Ensure high-quality, consistent documentation in Able SC’s database and compliance with PPR, grant requirements, and agency standards.

• Collect, analyze, and report departmental data—including call volume, call type, service trends, and resource gaps and collaborate with leadership to support organizational planning and evaluation.

• Maintain and continuously improve Able SC’s resource database and data systems to support staff effectiveness and statewide information-sharing.

• Train staff on phone systems, call-handling protocols, intake requirements, resource navigation, and documentation expectations, providing guidance on complex calls or situations when needed.

• Oversee Front Desk operations to ensure a welcoming, organized, and accessible entry point for all consumers and visitors, including accurate processing of mail, paperwork, and consumer intake materials.

• Assist with escalated calls or difficult situations, offering higher-level support and problem-solving.

• Complete additional responsibilities as assigned, maintaining professionalism and adherence to deadlines in a fast-paced, mission-driven environment.
• Other duties as assigned as needed. 

QUALIFICATIONS: 

• Bachelor’s degree in human services, social work, public administration, disability studies, or a related field preferred, with lived experience and relevant work experience accepted as a full substitute for formal education.

• 3–5 years of experience in disability services, information and referral, social services, or community-based program work; supervisory or leadership experience preferred.

• Strong understanding of disability rights, Independent Living philosophy, and disability justice principles; lived experience with disability highly valued.

• Demonstrated ability to manage data systems, ensure accurate documentation, and contribute to grant and federal reporting requirements.

• Skill in analyzing data, identifying trends, and communicating insights to support program and agency decision-making.

• Exceptional communication and interpersonal skills, including the ability to engage diverse audiences and navigate sensitive or complex inquiries.

• Proven ability to build and maintain effective partnerships with organizations, service providers, and state or community agencies.

• Strong organizational skills with the ability to manage multiple priorities, deadlines, and operational responsibilities in a fast-paced environment.

• Experience using case-management or data systems (e.g., CILSuite) and proficiency with Microsoft Office and virtual communication tools.

• Demonstrated ability to maintain confidentiality, exercise sound judgment, and uphold high professional standards.

• Commitment to diversity, equity, inclusion, and disability-led practices.

• Ability to travel occasionally as needed.

COMPETENCIES NEEDED:

• Disability-Led Perspective & Independent Living Philosophy: Demonstrates commitment to disability rights, equity, and consumer self-determination in all decisions.
• Leadership & Supervision – Provides clear direction, coaching, and accountability to build a strong, collaborative team.
• Data Analysis & Quality Assurance – Interprets data accurately and ensures compliance with all reporting and documentation standards.
• Communication & Interpersonal Skills – Communicates effectively, handles sensitive situations with professionalism, and delivers clear guidance.
• Resource Management & Information Integrity – Maintains trustworthy, accurate, and accessible resource systems aligned with disability-led values.
• Organizational & Operational Skills – Manages workflows, priorities, and details efficiently in a dynamic environment.
• Relationship Building & Community Engagement – Cultivates strong partnerships and represents Able SC’s mission with professionalism.
• Adaptability & Initiative – Responds proactively to changing needs and identifies solutions that strengthen service delivery.