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Service Coordinator - Austin Coming Together

Position Description

The main responsibilities of the Service Coordinator will be to 1) engage Austin residents and stakeholders through the Austin Community Hub; 2) support coordinated intake and referral with participants and partners; 3) establish rapport, manage communications, and collaborate on events across ACT’s network of service providers; 4) support individuals and organizations in the ACT network; as well as 5) provide administrative support to Hub operations. This includes, but is not limited to, coordinating talking circles and group information sessions, facilitating convenings for the ACT network, management of ACT’s coordinated intake and referral system, and data tracking and reporting. The Service Coordinator will manage a substantial portion of our relationships with direct service providers. Therefore, it is imperative that he/she/they reflect ACT’s values, maintain a client-centered approach, and perform the work with integrity.\

Full description and application are available here.

Organization Description

Austin Coming Together is the backbone support organization for a broad network of private, public, and non-profit organizations that share a vision for a thriving Austin community. Our mission is to increase the collective impact of our member organizations on education and economic development outcomes in the Austin community of Chicago. ACT and our members have created a long-term strategy called “Thrive 2025,” a blueprint for collective impact over 10 years. Thrive 2025 outlines 4 impact areas that our members collaborate around: Quality Early Learning, Living Wage Careers, Safe Neighborhoods, and a Stable Housing Market. ACT’s role is to build shared leadership in each impact area, facilitate strategic and collaborative action to achieve common goals, develop systems of mutual accountability and support, and create opportunities to engage the community together. Our work is driven by our core values of unity, commitment, transparency, collaboration, and action.

Initiative Description

ACT works to achieve its Thrive 2025 goals through three strategic imperatives: Service Delivery Enhancement, Planning & Investment, and Policy. ACT operates the Austin Community Hub, a radically hospitable space where we welcome ACT network organizations and Austin residents to collaborate, connect and get support. The Hub, as an Initiative, is a dual approach consisting of service coordination and community engagement. One of the primary goals of the Hub is to thoughtfully engage with as many Austin residents as possible and to refer them to services and opportunities in our vast network of providers coordinated to remove barriers that prevent quality of life improvement.

Responsibilities

In order to carry out this role effectively, the Service Coordinator must deliver a clear and consistent message about the Austin Community Hub and available resources, maintain up-to-date knowledge of the service providers within the ACT network and partner programs and services, be able to communicate and establish rapport with a diverse range of residents and stakeholders and be able to leverage relationships and networks to increase involvement with the Hub throughout the Austin community. Additionally, special emphasis is placed on administrative and technical assistance support as well as operations management and refinement as an ongoing process improvement control. Core responsibilities include:

Strategy and Development

  • Coordinate with marketing and development team members to develop Service Delivery Enhancement (SDE) infographics and other Hub marketing materials to support outreach to the community, partners, and ACT Network organizations
  • Collaborate with ACT Leadership, SI teams, ACT marketing staff, and community liaisons to advance and sustain ACT sub-initiatives (i.e., Austin Eats, ASPIRE, Austin Workforce Collaborative, Central Ave. Plan, MMRP, etc.) 
  • Work with ACT Leadership, the P&I team, ACT marketing staff, and community liaisons to increase community involvement in Hub activities
  • Gauge interest and potential for Austin community stakeholders to contribute to strategic projects and identify opportunities for partnerships and collaborations across the organization
  • Research the Austin community to understand the landscape and identify trends at a local, state, and national level to inform service delivery enhancement initiatives

Participant Services

  • Coordinate educational workshops and information sessions through the Austin Community Hub for local residents interested in being connected or utilizing resources and services through ACT Network organizations including, but not limited to: job training programs, supportive services, mental and physical health referrals, home-buying resources, and daycare
  • Work with ACT Network organization staff to stay up-to-date on residents that are interested in one-on-one consultations
  • Conduct one-on-one intake assessments with individuals interested in referral and supportive services
  • Maintain a client-centered approach during direct service and participant engagement work
  • Periodically meet participants at other community institutions to conduct assessments
  • Accompany participants during referrals to programs and supportive services when needed
  • Support engagement with the participant’s family members during the support stage and for additional referrals when appropriate

Data Entry and Participant Tracking

  • Complete intake paperwork and enter client notes in ACT data management systems (i.e. Civicore, Unite Us, New Hub Contact Form)
  • Coordinate, track, manage and report on Hub activities; supporting the identification and curation of resources
  • Assist Case Manager in maintaining  a database of all community residents, participants, and partners who access services, workshops, and events through the Austin Community Hub

Engagement

  • Support the Hub team to facilitate and co-facilitate Circles in order to develop relationships with diverse audiences
  • Work with the Hub team to support engagement activities and increase traffic into the Hub
  • Attend relevant community meetings, events, or workshops alongside the Hub team each month to share ACT resources as well as information on the Austin Community Hub and its coordinated intake and referral services
  • Assist Engagement Coordinator at Austin Response Team (ART) mobilizations or related activities; lead coordinated intake and referral following each occurrence
  • Stay up-to-date on policy and systems-level changes that affect participants and community members

Relationship Management

  • Work across the Hub team  to provide technical assistance and support to participants and partners
  • Maintain relationships with program and direct service staff at member and partner organizations receiving ACT referrals through the Austin Community Hub
  • Regularly communicate with member and partner organization frontline staff to monitor the status of participant referrals as well as program updates or changes
  • Meet with frontline staff interested in establishing a new relationship with ACT as needed
  • Coordinate sub-committees and collaboratives of ACT Network organizations as needed

Supervision and Reporting

  • Attend monthly, or as needed, supervision sessions with the SDE Manager
  • Participate in quarterly, semi-annual, and/or annual performance evaluations with a supervising manager or director
  • Participate in quarterly planning sessions and other professional development activities to inform work
  • Work with the SDE Manager to complete monthly reports for the internal team as well as external partners

Qualifications

  • Must have 2-3 years experience in case management, service coordination, and direct service delivery
  • Bachelor’s degree in social work, sociology, urban studies, public administration, or related field and 2-3 years of relevant work experience (preferred)
  • Demonstrated success coordinating complex projects with multiple functions
  • Ability to work in a disciplined manner within a fast-paced environment
  • Demonstrated ability and/or willingness to network as well as develop and maintain relationships with a wide network of professionals and community members
  • Demonstrated ability and commitment to work collaboratively with multiple stakeholders around an issue including CBOs, government agencies, business owners and community residents
  • A familiarity with the Austin community and the issues its residents face; experience working in Westside neighborhoods of Chicago, Austin community preferred
  • Belief in every individual’s and family’s agency in determining their futures
  • Comfort and experience in delivering presentations and public speaking
  • Completes tasks, effectively manages time, and demonstrates flexibility
  • Preferred knowledge of client-centered and motivational interviewing approaches to service delivery
  • Strong communication and interpersonal skills and ability to maintain relationships in the community
  • Strong attention to detail, a willingness and ability to use data management tools, the ability to use email marketing and social media tools, and a high level of self-motivation
  • Ability to work flexible hours
  • Demonstrated ability to work independently with limited supervision and as part of a team
  • Strong commitment to ACT’s mission, vision and values
  • Knowledge of the restorative justice framework as well as experience facilitating peace circles and integrating the framework into outcomes
  • Competency with Microsoft Office Suite, Google Business Suite, and other modern technology

Skills preferred, but not required:

  • Adobe Creative Suite
  • Real Estate Finance
  • Data and Database Management
  • Budget Planning and Management
  • Salesforce / SharePoint
  • Survey Design and Analysis
  • WordPress
  • MailChimp / Email Marketing
  • Graphic Design
  • Social Media
  • Bilingual

Hours and Compensation

This is a full-time permanent position that may be eligible for a hybrid work schedule which could include up to 2 days per week of remote work. The Service Coordinator is expected to work evenings and weekends when necessary. Salary is commensurate with experience and ranges from $40,000 to $50,000 plus benefits. The Service Coordinator reports directly to the Service Delivery Enhancement Manager.

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