Louisiana 211 Referral and Care Coordinator at CAUW

Summary of Job: The 211 Referral and Care Coordinator at Capital Area United Way/Community Impact Manager will provide direct client services by delivering on aligned, high-quality referral and care coordination services, leveraging technology and “people-powered” processes.

This staff leader will focus on serving clients within a specified region. The coordinator will be trained and equipped to provide “closed-loop” referral and care coordination services.

Reporting Relationships: Employee reports to the Director of 211 Services Other Key Relationships:

• External: Community non-profit organizations, faith-based groups, state and local government agencies, and public and private partners.

• Internal: CEO and President, Executive Vice President, Sr. Director of Community Impact, Director of 211 Services Community Impact, Resource Development, Marketing/Communications, and Finance and Operations staff. Required Skills and Qualifications:

• Master’s degree in social work required (MSW).

• Three or more years related work experience in nonprofits; 3-5 years in human service delivery to clients and/or direct social work recommended.

• Knowledge of community resources and the human service delivery system/ability to acquire knowledge quickly.

• Proficient with Windows and Microsoft Office Suite and familiarity with customer relationship management (CRM) databases.

• Highly organized and detail-oriented with the ability to manage and analyze data, including managing multiple tasks.

• Excellent interviewing and cognitive skills (written and oral communication, logic, judgment, teamwork).

• Effective leadership skills appropriate to a customer-driven organization

. • Ability to work well independently, manage time effectively, and meet deadlines/priorities in a fast-paced environment.

• Results-oriented and personally accountable for expectations, timelines, and measures.

• Works 40 hours a week; ability to work outside the 8 a.m. to 5 p.m. workday, weekends, and at times of disaster, as requested/required.

• Valid driver’s license, automobile insurance, and reliable transportation.

Key Accountabilities and Responsibilities:

• Collaborates with service providers to secure services needed to meet client needs.

• Provides effective referral and care coordination leveraging technology and available community referral resources using an established method and framework.

• Leverages human service solutions available through the Louisiana 211 Referral Network and local relationships with service providers to locate help to meet identified needs.

• Effectively communicates and guides clients as needed towards securing services to meet client needs.

• Advises on other types of referral options and/or services available to help address root causes (Example: Addressing social determinants of health or chronic needs).

• Documents all actions of each referral until the referral loop is closed using the secured technology systems provided.

• Maintain records and reporting deadlines related to specific funders, contracts, and external partners and report on time.

• Conduct outreach within targeted service area. Additional Job Functions: Although not Essential Job Functions, employee may also be responsible for the following from time to time:

• Oversee progress on assigned projects.

• Assist other departments in major projects, such as fundraising events and workforce campaign presentations and activities.

• Serve on ad hoc committees as required.

• Perform other duties as assigned. Competencies: To perform the job successfully, the employee should demonstrate the following competencies to perform the essential functions of this position:

• Strategic Community Collaborator: engage diverse stakeholders to assess community needs accurately and effectively with credibility, authenticity and humility that strategically guides CAUW to contribute to the community’s priorities.

• Effective and Engaging Communicator: effective and passionate communicator with ability to articulate the CAUW message in a way that inspires others to act in service to the organization and community.

• Critical Thinking and Creative Problem Solving: ability to address and manage complex issues to achieve desired results including ability to gather, interpret and use relevant data to drive strategy development, make decisions and drive for results.

• Planning and Implementation: be a leader and take initiative in planning and developing initiatives within impact areas to achieve results that drive collective community outcomes.

• Embracing and Managing Change: champion and facilitate change to ensure long-term community sustainability by adapting successfully to changing needs while maintaining positive relationships with all constituents, internal and external.

• Strategic Thinking and Planning – Ability to think long-term, tying together the current operations with a more long-term focus.