Coordinator Resources & On-Site Technology
National Association of Area Agencies on Aging - Washington, DC

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The National Association of Area Agencies on Aging is seeking an experienced professional for the position of Coordinator. As part of the Eldercare Locator Program, the Coordinator for Resourcesand On-Site Technology will work under the direction of the Eldercare Locator Program Manager and be responsible for providing on-site technical assistance for computer hardware, interacting with application and network technical staff to resolve technical issues, tracking and reporting information collected from consumers, participating in quality assurance monitoring, assisting with the development of online and print resources, participate in the preparation of training modules for call center staff and provide oversight of call center operations during evening hours.

Key Responsibilities

Provide on-site technical assistance for hardware and interface with application and network technology providers as appropriate.

Maintain client database for accurate and complete documentation of consumer calls, priority issues, unmet needs, outcomes and related data.

Prepare informational and statistical reports for funder, AAA and Title VI Aging Program partners.

Participate in ongoing quality assurance monitoring and make recommendations for improving the quality of services and consumer satisfaction.

Develop tools and resources - online and print - to guide and enhance the consumer experience

Oversee call center operations during evening business hours.

Skills and Experience Required

Excellent written and oral communications skills.

Knowledge of call center technology and applications

Experience in developing and maintaining records/files; analyzing data to determine trends; preparing reports; and ensuring quality control.

Efficient web-based research skills for identifying and screening consumer-useful resources.

Strong organizational skills; ability to manage multiple activities; meet timelines.

Proficient in Microsoft applications including Excel and Access.

Qualifications

Bachelor's Degree in Business, Management, Records Administration, Computer Science, Human Services or related field preferred.

Knowledge of aging services delivery system and its range of services and programs preferred.

Familiar with call center operations and human services information & referral services.

Minimum of five years' experience in records administration, coordinating and maintaining databases and other related functions or equivalent combination of relevant education and experience.

Work Hours

Exempt position with full benefits but subject to grant funding.

Salary

Dependent upon background and experience of candidate selected.

Interested candidates should forward a cover letter, resume and salary expectations to mosborne@n4a.org

n4a is an equal opportunity employer and retains the right to change this job description at any time.