Title: 211 Coordinator II (Temporary)

Status: Non-Exempt

Reports to: 211 Supervisor

Base Pay Rate: $19/hr

+$1/hr with bilingual English/Spanish Certification

+ $1/hr with active Inform USA CRS Certification

 

Overview:

211 is available 24/7 to meet health and human service needs, through information and referral, benefits navigation, disaster response, and other special projects that provide direct assistance. 

The Coordinator II role will coordinate 211 activities for specific projects and act as lead to support 211 management in project management, training, reporting and overseeing project deliverables.

Staff are expected to work at an assigned office or worksite within the county as determined by project needs.

 

Specialized Responsibilities:

 

  1. Quality Assurance and Training:
  • Conduct call monitoring to ensure staff adhere to quality assurance standards, while reporting quality assurance concerns to management.
  • Review monitored calls with staff, providing the necessary training and coaching for adherence to quality assurance standards.
  • Support management in providing training sessions and staff meetings as needed.
  • Assist staff with challenging calls and technical issues, serving as a go-to resource for team members.
  • Troubleshoot and report technical or programmatic issues as needed.
  • Support department in tracking and improving the quality of services.
  1. Reporting:
    • Prepare and submit timely monthly reports to program management.
    • Utilize contact center reporting software to generate the necessary quality assurance reports, and report findings to management.
  2. Operational Support:
    • Support the quality and efficiency of service in the Call Center.
    • Monitor provider service levels on an ongoing basis and alert management of potential issues.
    • Provide scheduling-related support to the department, including monitoring schedule adherence and coordinating breaks and meals.
    • During active disaster responses, provide critical support to contact center staff and management in monitoring and using disaster response tools, providing training and one on one support to staff.
    • Flexibility in work hours is required to accommodate project needs, including extended hours during emergencies, community events, and occasions such as nights, weekends, and holidays.
    • Backup for call handling duties as needed
    • Other duties as assigned
  3. Community Outreach Engagement:
    • Identify and attend community outreach events to represent the organization.
    • Collaborate with community partners and stakeholders to promote services and maximize outreach opportunities.
    • Engage with community members at events to educate them about services and initiatives.
    • Drive to various locations within the county to participate in outreach activities.
    • Report on community engagement efforts and outcomes to program management.

 

Core Responsibilities:

  1. Develop and implement plan for 211 special projects, including start-up activities.
  2. Conduct project activities and assist with project management.
  3. Develop and provide training on 211 project, services, internal procedures, and reporting requirements.
  4. Develop a marketing/publicity campaign, including outreach strategies in coordination with existing partners; evaluate effectiveness and make adjustments.
  5. Responsible for ongoing reporting on project activities to management.
  6. Onboard new project partners and maintain collaborative relationships with partner agencies and other stakeholders.
  7. Support 211 activities during disaster, including coordinating reporting, developing automated text campaigns, and providing a continuous feedback loop related to unmet needs and rumor control.
  8. Report technical or programmatic issues, as needed.
  9. Some travel may be necessary.
  10. Other duties as assigned

Qualifications:

  • 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.
  • Experience providing high-quality information and referral services as 211 Call/Contact Specialist preferred.
  • Excellent oral and written communication skills required.
  • Intermediate to advanced computer skills required, with a focus on Excel, Outlook, Word and basic computer operations.
  • BA/BS degree or equivalent experience.
  • Strong time management and organizational skills required.
  • Must be able to work successfully in a team environment and interact productively with all members yet be able to work independently when required.
  • Obtain or possess Inform USA CRS certification within 6 months of hire and maintain CRS Certification.
  • Bilingual (English/Spanish) strongly preferred.

 

To apply for this job email your details to hrstaff@icfs.org