WithinReach builds pathways to make it easier for Washington families to navigate complex health and social service systems and connect with the resources they need to be healthy and safe. We strive to create healthy, equitable, vibrant communities where all families have the opportunity to thrive. We believe that we can only do our jobs well by learning about the people we serve, and by seeking to reduce the barriers that create inequalities.

Program Summary: WithinReach is often the first point-of-contact for Washington families and individuals seeking information about public benefits and local resources. The Contact Center is a team of dedicated specialists that provide outreach opportunities for Washington families who lack access to health insurance, nutrition programs and need help connecting to maternal, infant and early childhood services. As a dynamic team, we work together to minimize critical service gaps experienced by marginalized and underserved communities, one family at a time.

Position Summary: The Supervising Coordinator is primarily responsible for the direct supervision, planning and coordinating of the day-to-day activities of the Specialists supporting the Contact Center. This position works closely with Coordinated Access Program Managers and Coordinators and other key WithinReach staff who support operation, contracts, and data and evaluation. This position also works with external partners on a case-by-case basis as it relates to the scope of service and day-to-day functions of the contact center. The Supervising Coordinator provides technical assistance, training and supervision, ensures adequate hotline coverage and compliance of data collection and VisionLink processes, administers/supports quality assurance measures, participates and facilitates meetings, and helps to complete programmatic reports using quantitative and qualitative data. This position also provides, as needed, project management and support for the Contact Center and coordination of Help Me Grow Washington service delivery.

Responsibilities:

• Collaborate with Program Managers and Coordinators to oversee daily operations of Specialists.
• Hold regularly scheduled check-ins and additional as-needed support for Contact Center staff. Conduct performance evaluations in accordance with the agency’s process and schedule.
• Coordinate specialist worked hours and time-off requests to ensure adequate hotline coverage that meets our contractual obligations.
• Monitor hotline process and data collection protocols, assist with preparing data and grant reports.
• Support Contact Center service delivery, including structure, process, and data collection to assure alignment with agency goals and scope of work.
• Coordinate and communicate as needed with external partners to improve process and plan general partnership level work for the Help Me Grow Washington hotline..
• Monitor team performance, data entry, technology needs (including phones and client management systems), data management processes, knowledge of program eligibility, and staff capacity and morale via various tracking methods and regular check-ins.
• Coordinate and lead regular training and professional development opportunities for team.
• Coordinate listening shifts with external partners and internal WithinReach staff.
• Create agendas and facilitate the regular team meeting.
• Collaborate with WithinReach Communications staff to develop Help Me Grow Washington specific content, including materials, web, and media.
• Coordinate with key internal staff to support the needs of Contact Center Specialists related to technology, interest in staff committees, etc.
• Provide trainings and presentations on program content to partners, stakeholders, internal agency staff and others.
• Assist with the planning, design and implementation of short and long-term, direct-service and agency-wide projects.
• Encourage high-performing team culture.

• 1-3 years of experience working directly with low-income families
• Excellent supervisory and team-building skills.
• Work experience with low-income populations in health care or human service field.
• Strong knowledge of food, health assistance, parent support and child development programs in Washington State, like Basic Food, WIC, and Medicaid. Knowledge of other community resources desirable.
• High-level understanding of the Help Me Grow Framework
• Excellent communication skills and ability to set clear expectations, bilingual language skills preferred.
• Demonstrated ability to operate under ambiguity and effectively prioritize competing deadlines and tasks.
• Ability to adapt to regularly changing priorities and adjust work processes accordingly.
• Ability to monitor numerous statements of work and to keep projects on deadline.
• Strong interpersonal skills and demonstrated ability to work and communicate effectively with people of diverse cultural, ethnic and socioeconomic groups.
• Good time management and organizational skills, with ability to work under limited supervision and guidance.
• Ability to use computer programs to accomplish tasks, manage schedules and call center calendars, and input and analyze client data proficiently.

Salary & Benefits: $56,160/annual, Full Time (40 hours/week), Exempt. Excellent benefits include fully paid medical coverage, vision and dental for employees and generous coverage for spouses, partners and dependents. Paid time off, monthly internet stipend, flexible work arrangements, matching retirement contributions

Proof of COVID-19 vaccination is required prior to employment. As a public health non-profit that receives funding from several state agencies, all employees are required to be fully vaccinated against COVID-19. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.

Work Location: This position will work remotely. Applicants must be residents of Washington State. Submissions from candidates living outside of Washington will NOT be considered.

Home office: Located at 155 NE 100th Street, Suite 500, Seattle, WA 98125.

WithinReach supports inclusion and diversity in all its forms. We strive to create a safe and open atmosphere. We commit to listening to, representing and embracing diverse perspectives and experiences in all we do.

WithinReach is an Equal Opportunity Employer. We seek to provide equal opportunity for all persons without regard to race, age, religion, gender, gender expression, marital status, sexual orientation, military status, national origin, or any other characteristic protected under the law. People of color and members of the LGBTQ community are strongly encouraged to apply. We are dedicated to cultivating a diverse workforce that serves and reflects our community.

All your information will be kept confidential according to EEO guidelines.