211 Coordinator

Title: 211 Coordinator

Reports To: 211 Regional Director (Northern Utah Region)

United Way of Northern Utah Mission: We Unite people and organizations to build healthy, stable and well-educated communities where individuals, families, and neighborhoods thrive.

Summary: The 211 Coordinator is a key member of the 211 Northern Utah Team, responsible for the comprehensive management of the 211-Database that comprises local community services and resources across three counties served by the United Way of Northern Utah (UWNU), including Weber, Morgan, and Box Elder counties. This role entails direct communication with partner organizations to ensure accurate information for 211 callers and participating in community outreach events to build relationships and gather information. This role includes responding to 211 requests through phone, text, in-person, and email and tracking data on referrals and service navigation efforts for UWNU. Strong organizational, communication, and interpersonal skills are essential, and experience in community outreach is preferred.

Key Responsibilities:

211 Database Management

• Monitor and continuously update highly-used community services by collaborating with local providers to ensure they are portrayed accurately in the 211 database and website. This includes activating seasonal services and reflecting changes in agencies and programs.
• Conduct annual updates for all local providers in the 211 database using various communication channels. Follow InformUSA standards and statewide style guidelines to ensure compliance with contractual quality requirements
• Create resource lists of local community services for special needs populations.
• Address concerns of stakeholders and partners as they arise and occasionally meet with local service providers to understand services to the community.
• Work with the 211 Statewide Team to implement strategic priorities in the UWNU service area. 

Resource Navigation & Data Tracking

• Assist high-needs clients by providing short-term case management and service navigation to identify their needs and help them stabilize their situation. Conduct follow-up calls with clients. Navigating assistance requests from various channels, including calls to UWNU and the 211-connection center, walk-ins, and referrals from schools and community partners.
• Oversee data tracking and reporting regarding service navigation and referrals. Collect and prepare monthly reports for the 211 statewide system.
• Occasionally attend community outreach events as assigned by the supervisor to represent 211 in the community. Gather new partner information to incorporate into the database and develop relationships with local partners and clients.

Administrative Duties

• Represent 211 on the UWNU Data Committee that focused on standardizing data practices and policies. Implement the committee’s plan for the 211 program.  
• Share and promote current and new services/resources awareness to internal and external partners. 
• Support United Way annual events, fundraising efforts, and other activities as assigned.
• Attend UWNU Staff meetings and other team meetings as needed. 
• Perform other related duties as assigned by the supervisor.

Required Competencies:

• Written and Verbal Communication: Strong ability to communicate in a friendly and effective manner with persons with diverse backgrounds via phone, emails, verbal conversations, reports, and presentations.
• Project Management: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Tech/data Proficiency: Comfort with databases, customer relationship management software, Microsoft 365 and Google Suite.
• Team Player: Works well with others to achieve a shared goal, while also contributing to the team's success.
• Detail-Oriented: Strong attention to detail, ensuring accuracy and thoroughness in all tasks, with the ability to identify and correct errors, follow procedures precisely, and maintain high standards of quality in work.
• Relationship Building: Ability to engage, motivate, and maintain positive relationships with community members, community partners, and colleagues.
• Problem-Solving: The ability to troubleshoot issues, resolve conflicts, and adapt to changes quickly in a fast-paced environment
• Adaptability to Change: Willingness to adapt to new processes, technologies, and program requirements, and help others adjust as well
• Action-oriented: Look for new solutions to old problems and take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. 
• Responsive: Ability to respond promptly, prioritize inquiries, and act as needs arise.
• Self-Starter: Demonstrates the ability to work independently and take initiative, by possessing a proactive approach to work, anticipating challenges, and resolving them efficiently while maintaining accountability for deliverables..
• Open to Feedback: Encourages a feedback-rich environment by soliciting input and fostering open communication within the team.

Position Requirements:

• Minimum 1 year post-secondary education/training or equivalent experience.
• Bi-lingual English/Spanish
• Strong customer service skills, including exceptional telephone etiquette with the ability to calmly treat partners and clients with dignity, respect, compassion, understanding, and empathy.
• Comfort with technology, including typing while speaking on the phone, reviewing multiple screens, utilizing text and chat, and using Microsoft Office products, particularly Microsoft Excel and Outlook email
• Ability to maintain a flexible work schedule, adjust as needed to occasional evening and weekend activities and events, and occasional local travel within the UWNU service area of Northern Utah. 
• Must possess a valid driver's license, auto insurance, and daily access to a reliable vehicle to fulfill job responsibilities, including occasional travel within the service area (mileage reimbursed).

Preferred Qualifications:

• Basic knowledge of database functions and Salesforce CRM.
• Intermediate skill level or above with Microsoft Excel.
• Familiarity and experience with local Health and Human Services agencies and/or nonprofit organizations in Northern Utah.

Compensation:

Wage: $18 - $21 per hour, based on experience and qualifications

Benefits: A comprehensive benefits plan includes paid vacation, sick, and holiday time; access to supplemental insurance options, and an organization-matched 403(b) plan of up to 10% after one year of employment. 

Location: Ogden, UT (2955 Harrison Blvd). This position requires regular attendance, collaboration, and interaction with team members and community members. Occasional travel may be needed to the Salt Lake United Way Office and within the UWNU service area, which includes Weber, Morgan, Box Elder, Cache, and Rich counties.

Hours: Part-time, non-exempt. United Way hours of operation are Monday-Friday, 8:00am to 5:00pm. Work hours are subject to change based on United Way events and activities happening in the community.

How to apply: Send a cover letter AND resume to UWNU Hiring at hiring@uwnu.org.   Applications will NOT be considered without providing BOTH a cover letter AND resume. You may address cover letters and other communications to the 211 Coordinator Hiring Committee.

Closing Date: December 22, 2024