211 Coordinator I

TITLE:  211 Coordinator I

STATUS: Non-Exempt

Base Pay Rate: $17.50/hr + $1.00 Bilingual English/Spanish + $1.00 AIRS Certified

Currently working from home due to Covid, however employees will be expected to work at their assigned worksite in Ventura County as needed or when we are able to return to offices

SUMMARY: 

Responsible for supporting multiple 2-1-1 projects, data management and reporting. Requires the ability to maintain high quality, efficient work on multiple projects on an ongoing basis. Primarily weekday day shifts but ability to work varied hours, including nights, weekends and holidays as needed.

*Special responsibilities: Connect Access and Functional Needs (AFN) community with resources to create a resilience plan before the onset of PSPS events. Provides person and family-centered support for individuals across all ages and income to maximize emergency preparedness.  Assist callers with enrolling in utility company special services, including Medical Baseline and battery backup programs. Maintain regular contact with partner agencies that support access and functional needs customers to identify available services and resources. Provide detailed data on customer interactions for reporting.

DUTIES:

• Conduct activities for 211 special projects in multiple counties, including start-up activities, and assist with project management.
• Provide trainings on 211 services, internal procedures, and project requirements.
• Complete weekly and monthly reporting, as needed.
• Maintain collaborative relationships with partner agencies and other stakeholders.
• Assist in developing and documenting processes and procedures.
• Actively support Call Center team and management in maintaining and developing services.
• Report technical or programmatic issues as needed.
• Attend training sessions and staff and community meetings, as needed.
• Work varied hours, including nights, weekends and holidays, as needed.
• Extended hours as needed in times of disaster in any county served.
• Other duties as assigned.

QUALIFICATIONS:

• Excellent organization and communication skills required.
• Ability to learn new systems and assist in process developme
• Excellent customer service skills required, including use of computer and telephone communication and documentation.
• Experience in creating and using Google docs, sheets, drive, etc.
• Intermediate computer skills required, specifically in MS Office 365, including Word, Excel, Outlook, PowerPoint.
• BA/BS degree preferred or combination of equivalent education and experience.
• Familiarity with social service programs and systems preferre
• Must work well in a team environment.
• Bilingual/Spanish preferred.
• Successful background and criminal clearance required and maintained, including but not limited to California Department of Justice (DOJ), Federal Bureau of Investigation (FBI, Child Abuse Index and Department of Motor Vehicles (DMV).
• Proof of a valid California Driver’s License, reliable transportation, proof of automobile insurance (listed as covered), pass and maintain driving approval, as required by our insurer.