Lead Outreach Coordinator

A skilled and seasoned team liaison between Rainbow and its current and future customers. Responsible for sharing Rainbow's FREE programs and services, supporting the needs, goals, and aspirations of low-income individuals, families, seniors, Veterans, and people with disabilities to socially and economically advance. Accepts ownership to effectively provide explementary customer service around customer solutions and inquiries, keeping client satisfaction at the core of every decision and behavior. Organize and coordinate resource and social events to be delivered and managed where services are provided.

Knowledge of programs and services for day-to-day program delivery, including providing information and referral resources to individuals impacted by income barriers in society. Communicate and collaborate regularly with all divisions of the organization. Ensure referral and partnership lists are up-to-date and accessible. Facilitates the distribution of educational materials. Identify program efficiencies and opportunities to better reach underserved communities through the provision of community outreach and ongoing program improvements. Cultivate relationships with key partners and supporting organizations.

COMMUNITY OUTREACH

• Manage large amounts of outbound and inbound calls promptly
• Follow communication “scripts” when handling various topics
• Identify customers’ needs, clarify information, research every issue, and provide
  resources/solutions and/or alternatives
• Capitalize on opportunities to explain Rainbow’s programs and services
• Build sustainable relationships and engage customers by walking the extra mile
• Maintain organized records of all conversations in the National Outreach Division
  database.
• E-mail resident opportunity reviews and pertinent information to the responsible
  Resident Services Coordinator for follow-up or handle as necessary and prudent.
• Compile and maintain data for accurate monthly and bi-monthly reporting
• Compile and retain data for precise entry into the online company portal
• Attend educational seminars to improve knowledge and performance level when
  made available
• Meet personal and team qualitative and quantitative targets
• Identify and develop potential resources and partners for supportive services and
  events through outreach to local, regional, and national community organizations.
• Possess an in-depth understanding of the organization’s mission and contractual agreements to provide services that prioritize resident well-being and organizational profitability.

EVENT COORDINATION – On site or partner led

• Organize events at served multi-family communities across the country
• Collaborate with onsite property management to schedule events i.e., workable
  dates and space.
• Organize local vendors, agencies, nonprofits, services providers, etc., to attend
  scheduled events
• Create flyers and provide them to property management to distribute to
  residents and advertise events
  

REFERRAL COORDINATION

• Communicate with residents and partners about projects and potential projects
• Collaborate with residents and partners to ensure needs are addressed
• Provide customer service to all residents, directing them to the appropriate area
  of resource
• Follow-up on all referrals and needs with residents and partners
  

KNOWLEDGE, SKILLS, AND ABILITIES

• Previous experience in a customer support role
• Strong phone and verbal communication and active-listening skills
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities, and manage time effectively
• High school diploma
• Excellent communication and interpersonal skills
• Demonstrated ability to build relationships with all levels of volunteers, residents,
  coworkers, and supervisors
• Ability to effectively organize time, work independently, handle confidential
  material, and work well under pressure
• Computer proficiency in database management
• Highly organized, detail-oriented, and accurate and takes initiative
• Capable of managing multiple projects in a fast-paced environment
• Ability to work independently with minimal direct supervision and prioritize tasks
• Team player attitude managing all aspects of the job
  

Preferred three to five years’ experience in social services or related fields, designing and delivering community-based programs and services, preferably in a nonprofit setting.