Santa Fe CONNECT 211 Coordinator

Job Title: Santa Fe CONNECT 211 Coordinator 

Department:  Community Impact 

Reports to: 211 Manager 

Classification:  Level II 

Location:  Santa Fe 

Status:  Full-time, hourly, non-exempt

ORGANIZATION:   
Headquartered in Albuquerque, United Way of North Central New Mexico (UWNCNM) serves the people of nine counties:  Bernalillo, Catron, Cibola, McKinley, Sandoval, Santa Fe, Socorro, Torrance and Valencia. Our mission is connecting people to opportunities and services to equitably improve lives and strengthen communities.  

UWNCNM brings together donors, businesses, nonprofits, government and others to create better solutions to our community’s challenges. Our programs and donor dollars ensure that individuals and families in north central New Mexico have the opportunity to achieve potential through education, that they are healthy and safe, are financially stable and live life with dignity.   

In addition, UWNCNM has a strong commitment to Diversity, Equity and Inclusion and upholds the following values:    

• We value the visible and invisible qualities that make you who you are.    
• We welcome that every person brings a unique perspective and experience to advance our mission and progress our fight for the health, education and financial stability of every person in every community.    
• We believe that each United Way community member, donor, volunteer, advocate and employee must have equal access to solving community problems.    
• We include diversity, equity and inclusion practices at the center of our daily work.    

We commit to using these practices for our business and our communities. 

SUMMARY:
The 211 information and referral line of UWNCNM provides callers throughout Central NM with information on a broad range of community, social, health and government resources. UWNCNM 211 is partnering with CONNECT to create a central phone number individuals can contact to be linked to resources. CONNECT is a joint project of the City of Santa Fe and Santa Fe County to create a network of navigators who make referrals and provide navigation services to individuals throughout Santa Fe. Navigators are community health workers, volunteers, or social workers who link people to services and resources in the community. Agencies in the CONNECT network are connected through a shared technology platform enabling navigators to send and receive secure electronic referrals, address residents’ social needs, and improve individual and community health. The goal of CONNECT is to ensure the health and social needs of individuals are being met and to support the agencies who are providing much needed services to these individuals.

Under the direction of the 211 Manager, the CONNECT 211 Coordinator will support the work of United Way and CONNECT. The CONNECT 211 Coordinator will build capacity and structure to the 211 CONNECT partnership and support the community by utilizing multiple information and referral software as well as a cloud-based phone software to help connect callers to services in Santa Fe County.

The CONNECT 211 Coordinator will be trained to utilize both the iCarol and Unite Us platforms. The Santa Fe CONNECT 211 Coordinator will utilize the iCarol platform for data collection and the Unite Us platform to provide navigation services and to make referrals to the CONNECT network. The CONNECT 211 Coordinator will ensure all screening and evaluation tools are completed within the Unite Us platform.

The CONNECT 211 Coordinator will provide Santa Fe City and County partners with call statistics and referral data collected from the iCarol, Unite Us and phone system platforms bi-weekly.

The CONNECT 211 Coordinator will also play an important role as liaison with CONNECT through regular contact, meetings, and required trainings.

Project assignments and participation level will progress based on evolving needs in the community and progression towards achieving Rising Together’s current and developing goal.

ESSENTIAL FUNCTIONS:

• Navigate multiple information and referral software as well as a cloud-based phone system to provide callers from throughout Santa Fe County with information and referral services to health and human services, government agencies and community-based organizations.
• Maintain accurate information and referral call records.
• Manage resource database, including maintaining and updating community resources in iCarol (and other online databases if needed) using a standard service classification system (AIRS taxonomy) to facilitate the indexing and retrieval of community resource information.
• Coordinate with community partners and resource hub sites for related activities, including CONNECT.
• Take on and lead one-time projects as assigned.
• Performs and completes other duties, initiatives and special projects as assigned.
• Utilize the Unite Us platform to make referrals to the CONNECT network, completing social determinants of health (SDOH) and evaluation screenings, as needed.
• Recruit, train, and manage Santa Fe 211 volunteers, including monitoring performance of call-taking volunteers and provide feedback and guidance to improve performance.
• Regularly share call data with CONNECT partners.
• Meet regularly with the 211 Manager, Santa Fe Area Director, and CONNECT team for support and guidance.
• Monitor and report on call metrics such as wait time, call completion, and average call time to ensure adequate call coverage.
• Monitor and report on call and website volume and referral data to determine current service use levels.
• Support statewide United Way 211 programs with training on common I&R practices, iCarol, etc.
• Contributes to the organizational shared goal of raising funds to support the mission and initiatives.
• Must attend (physical presence) monthly All Staff meetings, in-person trainings and other in-person meetings as specified in Albuquerque, New Mexico and other required trainings and meetings or as assigned unless other arrangements are made with your supervisor depending on the needs of 211 coverage.
• Proficient in internet navigation and online research using modern web browsers to gather, verify, and utilize information effectively for job-related tasks.

CORE COMPETENCIES: 

• Flexibility, independence, critical thinking, problem solving, and decision-making skills. 
• Ability to work in a team environment, with minimal supervision, to produce high 
  quality work and provide quality service.  
• Demonstrate strong, effective communication skills – written and oral – including the ability to take high-quality notes in meetings. 
• Strong interest and learning and maintaining knowledge of resources in Santa Fe County. 
• Demonstrate social service abilities including maintaining boundaries, de-escalation, maintaining confidentiality, and sensitivity to working in a multicultural context.
• Strong ability to build and maintain collaborative and productive working relationships with Rising Together partners and key stakeholders. 
• Willingness to improve upon existing Spanish language skills or learn basic Spanish conversation
• Demonstrate the ability to develop clear project plans and timelines, communicate with community partners/stakeholders, and monitor progress to meet agreed upon deadlines. 
• Effective project/time management skills. 
• Technology proficient, especially in designing and producing work products and plans. 
• Self-starter, flexible to respond to emerging needs, motivated and happy to work with minimal supervision. 
• Ability to work effectively with a diverse group of individuals. 

REQUIREMENTS [EDUCATION, EXPERIENCE, SKILLS & ABILITIES]: 

• High School Diploma or equivalent
• Data Entry, Efficiency in Microsoft Office including Word, Outlook, Excel and PowerPoint
• Proficient with technology including multiple videoconferencing software platforms (such as Zoom) and Microsoft Office including Word, Outlook, Excel and PowerPoint
• Proficient in internet navigation and online research using modern web browsers to gather, verify, and utilize information effectively for job-related tasks
• Demonstrate a comprehensive understanding and practical experience with AI, including data analysis, AI driven decision making, and the application of AI tools to enhance operational efficiency and innovation.
• Must have internet access when working remotely for the hybrid work schedule 
• Must have a quiet place to work in to minimize distractions in order to maintain confidentiality
• Strong customer service skills
• Apply excellent listening skills 
• Should be respectful, sensitive, and empathetic to the feelings and problems of all people. 
• Perform independently with minimal supervision

PREFERRED QUALIFICATIONS:

• Bachelor’s degree and at least one-year experience working in a social services and/or project coordinator role
• Experience working in community outreach and/or engagement capacity
• Preferred bilingual: Spanish and English 

EQUIPMENT USED:

• PC and standard office equipment including but not limited to telephone, computer, copy machine, printer, scanner, fax machine and related equipment
• Microsoft Office Suite, Internet Explorer, Outlook

Physical Requirements/Working Conditions/Dexterity:

• United Way of North Central New Mexico is a hybrid workplace. The schedule combines work from home on Mondays, Wednesdays, and Fridays with in-person office attendance within UWNCNM’s office building required for all-staff meetings and occasional in-person trainings. Due to business needs, you may occasionally be required to work in the office on days other than specified. Additionally, the hybrid work schedule is subject to change to 100% in office work at any time. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• Position requires long periods of sitting at a desk and computer to accomplish duties and to stand for limited periods of time. 
• Regular attendance is required in this position. 
• Ability to operate a personal computer at an acceptable rate of speed. 
• Must have access to reliable internet when working from home.
• Must be able to view computer monitors. 
• Must be able to work occasional early mornings, evenings and weekends including but not limited to attending a variety of meetings and events at UWNCNM and in the community. 
• Must have the flexibility to adapt schedule to meet evolving business needs as necessary.
• Must be able to commute to the United Way of North Central New Mexico office building on designated in office days. 
• This position is currently remote and will move to an in-office setting in Santa Fe.
• Must possess a valid New Mexico driver’s license and have daily access to a dependable enclosed motor vehicle, with current auto insurance in your own name, to use to be physically present for in-office workdays and to attend offsite events, meetings, and other work activities.
• Ability to travel to work in a variety of locations throughout north central New Mexico.
• Must be able to lift and/or move up to 20 pounds unassisted and occasionally lift and/or move up to 40 pounds with assistance.
• Must be able to perform the essential functions of the job with reasonable accommodation.

LOCATION: Must be a New Mexico resident and able to commute to the UWNCNM office building on designated in office workdays to attend a variety of meetings and events at UWNCNM and in the community. 

SALARY RANGE: $25.00- $27.40 per hour (Living in Santa Fe County Only), 40 hours per week FTE

BENEFITS: Full-time employees (FTE) are eligible for health, dental, vision, life and long-term disability insurance, 403b retirement plan, flexible spending account, EAP, and voluntary insurance programs. We offer a tuition reimbursement plan, volunteer time off, and generous leave time. Part-time employees may be eligible for some of these benefits.

UWNCNM supports the Americans with Disabilities Act (ADA). Please tell us if you need accommodation to perform the job's essential functions. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

United Way of North Central New Mexico is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We welcome applicants with disabilities and applicants from underrepresented racial and ethnic groups.   

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. This job description is meant only to be a guideline and may be modified at any time. UWNCNM is an At-will Employer. This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.

Interested applicants, or if you have additional questions, must submit a resume and cover letter to applicant@uwncnm.org by January 21, 2025.