Participant Engagement Coordinator

COOK INLET TRIBAL COUNCIL

JOB DESCRIPTION

Job Title: Participant Engagement Coordinator
Department: Administration
Reports To: Senior Manager of Participant Engagement

Supervises: None
FLSA Status: Exempt
Pay Grade: E4
Job Type: Regular, Full-Time
AKBCU: No ICPA: No

General Functions:

The Participant Engagement Coordinator is responsible for enhancing the participant experiences at Cook Inlet Tribal Council (CITC) and its affiliates. The Participant Engagement Coordinator will track participant feedback, address participant inquiries and complaints, and collaborate with department leadership and Administration on ways to improve services.

The Participant Engagement Coordinator will exhibit in-depth knowledge of participant engagement channels and experiences, provide suggestions for improvement, and gain stakeholder feedback.

Duties and Responsibilities:

• Responsible for attempting to resolve participant complaints to reduce official complaints to Legal.
• Track participant feedback data across departments.
• Boost survey collection (conduct outreach at participant events, facilitate focus groups, etc.)
• Respond to participant complaints and inquiries promptly and effectively via phone, email, social media, or in person.
• Deliver positive and negative feedback to appropriate staff and departments. Collaborate with staff to resolve complaints and deliver excellent customer service to participants.
• Use participant feedback to inform policies, procedures, and external materials.
• Analyze qualitative and quantitative data, prepare trend reports for Administration and Continuous Quality Management Committees.
• Lead regular meetings with departmental leadership to discuss received feedback and trends. Make recommendations to implement appropriate feedback and improve services.
• Collaborate with stakeholders to create, design, distribute, and analyze program surveys.
• Support all program and grant survey needs for CITC.
• Be proficient with Commission on Accreditation of Rehabilitation Facilities (CARF) requirements regarding Participant Feedback responsibilities.
• Perform all related duties as assigned.

Job Responsibilities Related to Participant Privacy:

• Employee is expected to participate in CITC privacy training actively and to protect the privacy of participant information by CITC's privacy policies, procedures, and practices, as required by federal and state law. Failure to comply with CITC's policies and procedures on participant privacy may result in disciplinary action up to and including termination of employment.
• Employee may access protected health information and other participant information only to the extent necessary to complete job duties. Employees may only share such information on a need-to-know basis with others with job responsibilities related to treatment, payment, or other CITC operations.
• Employee is encouraged and expected to report, without the threat of retaliation, any concerns regarding CITC's policies and procedures on participant privacy and any observed practices in violation of the policy to the designated Privacy Officer.

Job Specifications:

• Strong knowledge of filing and basic recordkeeping systems.
• Strong customer service skills.
• Self-starter and sufficiently motivated to start a new task with limited supervision.
• Demonstrated ability to work well with Alaska Native and American Indians and understand the social and cultural norms of the native community.
• Excellent written and verbal communication skills.
• Knowledge of various software applications and general office procedures.
• Knowledge of basic data analysis and procedure.
• Demonstrated ability to work independently with minimal supervision.
• Demonstrated ability to be non-judgmental and to work with people in crisis.
• Must be familiar with community resources; Working knowledge of agency and community resources.
• Demonstrated ability to effectively present information and respond to questions from groups of managers, participants, customers, and the general public.
• Excellent coordination and organization skills.
• Strong problem-solving, critical thinking, and creative skills.
• Must maintain confidentiality at all times while displaying a professional disposition.
• Maintain a positive working relationship with CITC staff and participants.
• Group/Team facilitation skills.

Minimum Core Competencies: CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.

Minimum Qualifications:

• Bachelor’s degree in Human Services/Social Work or related field. Relevant experience may substitute for educational requirements on a year-for-year basis.
• At least two years’ experience as a customer experience specialist or a similar customer support role.
• Preferred Qualifications:
• Extensive experience in gathering and interpreting customer experience information.
• Experience working in social services or non-profit settings.
• Experience with social service programs and grants.

Physical Requirements:

Primarily works in an office setting, with extended periods at a desk and on a computer.

Disclaimer

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of employees assigned to this job. Management has sole discretion to add or modify duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.