211 Coordinator II

Revised job description.

Title: 211 Coordinator II

Status: Non-Exempt

Reports to: 211 Supervisor

Base Pay Rate: $19/hr

+$1/hr bilingual English/Spanish English/Vietnamese English/Cantonese English/Mandarin with certification

+ $1/hr with active Inform USA CRS Certification

Overview:

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

Highlight: Provides operational support for both staff and management. Responsibilities include staff coaching and training, call monitoring quality assurance, staff schedule adherence monitoring, 2-way text scheduling and monitoring, follow-up scheduling and monitoring, and supporting staff by handling calls and texts when necessary.

Must work in the Camarillo, CA office location at least 3 days per week and attend weekly in-person admin staff meetings.

Specialized Responsibilities:

 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 Call Specialists 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.

2. 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.
3. 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.
   • Must work in the Camarillo, CA office location at least 3 days per week and attend weekly in-person admin staff meetings.
   • Work extended hours as needed in times of disaster in any county served
   • Work varied hours as needed, which will include working evenings, weekends, nights, holidays
   • Backup for call/contact specialist duties as needed
   • Other duties as assigned

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 2-1-1 Call/Contact Specialist required.
• 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 AIRS certification within 6 months of hire and maintain AIRS Certification.
• Bilingual (English/Spanish) strongly preferred.