211 Coordinator

About the role

The 211 Helpline provides callers throughout north 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.

Responsibilities

• Navigate multiple information and referral software and a cloud-based phone system to provide callers with information and referral services to health and human services, government agencies and community-based organizations.
• Ensure accurate record keeping in all databases and referral call records.
• Maintain and update community resources in databases using a standard service classification system (Inform USA) to facilitate the indexing and retrieval of community resource information.
• Use the Unite Us platform to make referrals to the CONNECT network, completing social determinants of health (SDOH) and evaluation screenings, as needed.
• Meet regularly with the 211 Helpline Director and CONNECT team for support and guidance.
• Support statewide United Way 211 programs with training on common I&R practices, iCarol, etc.
• Lead one-time projects as assigned.
• Contribute to United Way’s shared goal of raising funds to support the mission and initiatives (all departments support fund raising in ways that are relevant to their work).
• Maintain and store client data using ethical principles and abide by HIPPA regulations.
• Aid in invoicing for navigation services provided using Unite Us.

Requirements

• High School Diploma or equivalent.
• Complete accurate and timely data entry.
• Proficiently use technology, including multiple videoconferencing platforms (Zoom, Teams, etc.), and Microsoft Office Suite (Word, Outlook, Excel, PowerPoint, etc.).
• Proficient in internet navigation and online research using modern web browsers to gather, verify, and utilize information effectively for job-related tasks.
• Strong customer service, communication and listening skills.
• Respectful, sensitive and empathetic to the feelings and problems of all people.
• Perform independently with minimal supervision.
• Ability to complete and maintain required certifications including Mental Health First Aid, Inform USA Information and Referral Certification and others as assigned.

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.
• Demonstrate social service abilities including maintaining boundaries, de-escalation, maintaining confidentiality and sensitivity to working in a multicultural context.
• Demonstrate the ability to develop clear project plans and timelines and monitor progress to meet agreed upon deadlines.
• Effective project/time management skills.
• Ability to work effectively with a diverse group of individuals.

Educational Requirements

• High School Diploma or equivalent.
• At least one-year experience working in a social services and/or project coordinator role.
• Preferred bilingual: Spanish and English.

Equipment Used

• PC and standard office equipment including but not limited to telephone, computer, copy machine, printer, scanner, and related equipment.
• Microsoft Office Suite, Outlook, Videoconferencing platforms (Zoom, Microsoft Teams, etc.), Internet and web browsers for research and information gathering.

Location

Must be a New Mexico resident living in Santa Fe County or San Miguel County and able to commute to the UWNCNM office building in Albuquerque on designated in-office workdays.

Salary Range

$25.00- $27.40 per hour; 32-40 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).