Agency Engagement Specialist

About the role

CarePortal is Care-Sharing technology that drives action for local kids and families in crisis. We mobilize robust Care-Sharing Networks and lead with Courage, Humility, and Excellence. The Agency Engagement Specialist is responsible for managing a portfolio of agencies to ensure they remain active, supported, and effective in submitting requests that connect children and families to care. This role serves as the primary day-to-day contact for agencies following onboarding, providing ongoing support to increase usage, improve request quality, and strengthen outcomes.

Responsibilities

• Portfolio Management: Manage a defined portfolio of agencies, providing consistent communication and support; monitor submission activity and proactively engage agencies to increase usage; reinforce behaviors that lead to strong request quality and engagement.
• Agency Support: Maintain strong, trust-based relationships through ongoing communication; serve as the primary point of contact for questions, guidance, and support; resolve most customer issues directly in a timely and effective manner; coordinate with Platform Support for more technical issues when needed.
• Increased Engagement Rate: Monitor submission metrics and identify opportunities to increase activity; support agencies in improving request quality and approval rates; reinforce practices that lead to stronger community response.
• Process Consistency & Improvement: Follow established engagement processes and standards; provide feedback to improve engagement tools and playbooks content; support efforts to increase efficiency and scalability in engagement.
• Coordination & Alignment: Receive agencies from Onboarding following first activity; maintain awareness of Network Development activity within assigned markets; ensure accurate tracking of communication and activity in CRM; support ecosystem balance through participation in Network Leader facilitated strategy meetings to identify, discuss and solve issues and opportunities.
• Request Monitoring & Response Activation: Monitor unmet requests within assigned portfolio and take proactive action to increase responses; engage churches to encourage timely response and coordinate with agencies to review and accept responses; collaborate with other Engagement Specialists to support shared outcomes across markets; engage Network Leaders when local support is needed to help move requests toward completion.

Qualifications

• Experience & Skills: Strong communication and relationship management skills; ability to manage a portfolio of customers and prioritize effectively; high attention to detail and follow-through; comfort with virtual communication and customer support tools; ability to balance responsiveness with efficiency; experience with CRM systems and tracking customer interactions preferred; understanding of agencies, caseworkers, and the social services system; passion for CarePortal’s mission and commitment to Courage, Humility, and Excellence.

Benefits

• Health, dental, vision and employer paid life insurance
• Retirement savings
• Generous PTO plan