The primary function of the Resource Specialist is to develop and administer the processes for strengthening and maintaining the iCarol database by working closely with CBO partners to add and maintain programs via targeted outreach and vetting of existing records. The Resource Specialist will work with the 211 Team to identify gaps and needs in available resources and will independently coordinate targeted external outreach. These efforts will increase caller satisfaction due to the increase in resources and accurate data available to call specialists, and will assist with grant, program and organization goals. This position is based in the San Jose office.
- Develop and maintain the resources in our two iCarol databases through formal verifications and daily updates and/or maintenance
- Assess gaps/needs of the Database, assess programs that need/should be in the database
- Coordinate and implement technical assistance and training for Agency Partners on database updates and verification process
- Provide operational oversight of database volunteers
- Implement program strategies to ensure that database meets all resource standards set by CPUC, AIRS and as directed by the Program Manager
- Maintain data integrity, protocols, guidelines, and maintenance plans
- Provide troubleshooting and problem solving support to partners and staff
- Actively work towards gaining AIRS certification
- Update referral directories, specialized resource guides, and other materials and assisting in their promotion, distribution and communicating those updates to staff, external partners and other stakeholders
- Provide customer support to both internal departments and external organizations that may include the development of specialized resource lists, mailing labels, etc.
- Report for duty in the event of a special project or disaster, in order to assist 211 meet its goal to provide accurate, up-to-date disaster-related information to the community
- Duties may include recruiting, training and coordinating volunteer participation in delivering 211 services, including taking calls
- Generate accurate monthly analytical reports for all 6 counties
- Analyze data for trends and share with 211 Team
- Knowledge of the scope and activities of public and private health and social service agencies, faith-based organizations and public assistance programs in the Bay Area, statewide and nationally.
- Experience with data gathering techniques including oral interviews to compile resource information.
- Demonstrated ability to troubleshoot, solve problems and improve systems.
- Detail oriented with excellent proofreading skills.
- Strong technical facility with Microsoft Office, databases, and other software systems, Salesforce experience preferred.
- Ability to attend functions, meetings and activities outside of normal work hours as needed.
- Must have access to a car, active driver’s license and car insurance
Education:
- Two years of work experience in human services such as nonprofit, public administration and/or community research
- At least one year work experience specifically in Information and Referral is desirable
Salary: $52,000 to $55,000 (Salary Non-Exempt)
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.