211/L ifeline Outreach Coordinator

The 211/LIFE LINE Outreach Coordinator is charged with overseeing the implementation and oversight community engagement activities, including program development and outreach, educational programs, special events and other efforts to meet strategic objectives in support of the program and agency mission and delivery of services. This position is responsible for managing and building relationships with community stakeholders to maintain, develop and expand the 211/LIFE LINE resource database. The Outreach Coordinator works closely with resource staff to analyze the need of the database under the guidance from the Resource Manager and in compliance with the accreditation standard of the Alliance for Information and Referral Services (AIRS), AAS, CUSA, and 211NYS.

Core Competencies required to be successful in this job include positive and energetic presentation, managing through systems, work proactively and independently, technical learning, functional/technical skills, excellent written and oral communication skills, presentation skills, managing and measuring work, customer focus, ethics and values, ability to deal with ambiguity, good organizational skills, personal learning.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Under the direction of the 211/LIFE LINE Resource Manager:

1. Responsible for Community Outreach and Stakeholder Management through:
   1. Representing, presenting, and providing information about Community Programs at public forums, community events, regional and/or statewide meetings, conferences, workshops, etc. with expertise and professionalism
   2. With the Goodwill Mission and Vision in mind, make connections with health, human, and government services to find business opportunities for 211/LIFE LINE and Business Services.
   3. Engage current community service agencies; identify and engage new partners to develop and expand referral sources. Coordinate with resource staff to include these new referral sources in the database.
   4. Professionally represents 211 as needed at county fairs, transition fairs, and community events.
   5. Serve as principal staff to various stakeholders, partners, and committees and facilitates the communication between them and the resource team.
   6. Establish and maintain effective working relationships with various community leaders, stakeholders, participants, businesses, and the public to increase the number of new contacts to 211.
   7. Establishes a deep understanding and familiarity of all 211 operations, services, and critical data points to educate and convey our mission and impact regionally.
   8. Maintain a calendar for outreach events.
   9. Provide timely and accurate records and reports from community outreach efforts.
   10. Invites, adds, and joins social media marketing groups to establish and maintain digital relationships for outreach and recruitment.
   11. Provide support for special projects through assigned communications outreach, research, note taking, meeting and event coordination, internal and external updates, and community distribution of items pertinent to successful project completion.
   12. Must be willing to work a flexible schedule, including evenings and weekends.
2. Work with agency’s Marketing and Communications Department to develop communications strategies to engage community members and increase public awareness about services available through Goodwill of the Finger Lakes.
   1. . Develop a social media marketing presence, creating content that will attract attention and interest of community members.
   2. . Develop effective collateral materials for our programs, which can be used by all staff.
   3. . Be a thought leader in developing a variety of options for disseminating information about available programs and services.
   4. Maintain knowledge of demographic and geographic features important to the communities we serve. Able to understand data on social determinants of health, such as income, educational level, and employment.

3. Responsible for the delivery of superior customer service across all of the stakeholder touch points.

4. Contribute to the overall effectiveness of the department and the agency by completing additional tasks as assigned.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.

Strong relationship building skills to represent the organization and interact with outside individuals from the community. Ability to work independently, prioritize work, and manage multiple priorities on a deadline. Proficient and confident using MS Office products, specifically Word and Excel, as well as top social media platforms. Positive and energetic demeanor when interacting with potential referral sources and/or participants, excellent written and verbal communication skills, flexibility, and responsiveness to the ever-changing conditions of a dynamic work environment are essential qualities. Able to present to large groups. Able to read, analyze and interpret general business periodicals and professional journals; able to write reports and business correspondence clearly. Knowledge and capacity to work effectively with people from diverse professional cultural, and personal backgrounds.

EDUCATION AND EXPERIENCE:

Associates Degree in Human Services, Business Administration, or related field required. Minimum 2 years demonstrated experience in outreach, marketing, recruiting, maintaining relationships with participants and stakeholders; excellent verbal and written communication skills. Experience with individuals who are blind/visually impaired is desired. Proficiency with Microsoft Office Products.

LANGUAGE SKILLS:

Able to read, analyze and interpret general business periodicals, and professional journals. Able to write reports, business correspondence and progress notes clearly and accurately. Excellent presentation and telephone skills delivered with high energy; ability to make cold calls. Ability to communicate clearly and effectively with participants and stakeholders, maintain the relationships with participants and stakeholder, as well as to consistently provide essential customer service duties.

REASONING ABILITY:

Ability to assess, define and offer solutions to problems, collect, and evaluate data, separate facts from opinions and reach reasonable conclusions, make decisions based on current policy, state and federal regulations, and best practices.

PHYSICAL DEMANDS:

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.

While performing the duties of this job, the employee is regularly required to sit for extended periods of time and to work extensively with computers. The employee may need to lift 25 pounds. The employee must be able to communicate effectively. The employee needs to have reasonable mobility and be able to travel to locations across West Central New York using a personal vehicle and/or work outside a typical office environment.

WORK ENVIRONMENT:

This position is not fully remote, though the employee may do some work remotely.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.