Responsible for the direct supervision of the North Sound 211 Call Center and Community Resource Advocate programs. Tasks and responsibilities include performance management, hiring and retention, contract management, reporting, case consultations, and working collaboratively with Housing Services leadership in continually reviewing business practices related to policies, procedures, and trainings to ensure efficiencies and exceptional level of customer service.

-Serve as the primary point of contact in the call center for any staff questions or issues that arise-Work closely with 211 Program Manager in the hiring, training, and onboarding of new staff-Work collaboratively with the 211 Program Manager to assess strengths and areas for training needed for employees-Conduct peer call monitoring on a regular basis-Monitor software programs (Vision Link and Extended Reach) to ensure accurate data entry-Act as a liaison between 211 and other Housing Services teams -Address inContact issues when necessary-Monitor call center scheduling -Fulfill all the job functions of a 211 Information & Referral Specialist when necessary to include:-Responsible for providing information, referral and follow-up for telephone callers concerningavailable community services and resources that are appropriate to callers' needs for the North Sound Region.-Maintain accurate records, assist in seeking out information, assist in reviewing, developing andindexing pertinent community information, and perform outreach and community building asneeded.-Responsible for completing Snohomish County Coordinated Entry (housing) intake assessments.-Responsible for completing screening eligibility for Treasury Rental Assistance Program.

- Handle guest issues and follow up to ensure guest satisfaction- Report and follow up on all guest maintenance requests.- Email guest reservation information and confirm departure dates.- Input guest and client data into CRM- Schedule tasks in Oscar to the appropriate departments in a timely manner

- Ensure school is an educational, caring and safe environment for children and parents.- Operate within company and state licensing standards- Enforce curriculum guidelines with teachers- Recruit, select, train, and retain quality staff- Tour prospective families and build/maintain relationships with existing families- Track and obtain tuition payments; assist with ensuring school is profitable

- Serve as mentor to teachers while supporting management with daily operations- Follow and enforce company and licensing guidelines- Create fun and interactive learning experiences - Communicate directly with parents and prospective parents

- Maintain a fun and interactive classroom that is clean and organized.- Create lesson plans and conduct regular assessments- Teach preschoolers skills in math, literacy, health, science, art, critical thinking, social and emotional development, and more

- Plan and implement interactive literacy programs at Bellingham Boys & Girls Club- Run education programming, manage volunteers, and provide homework help- Provide one-on-one tutoring for at-risk students at Roosevelt Elementary School- Track student progress and compile data to create reports- Plan and facilitate literacy-based family nights at the Bellingham Boys & Girls Club- Act as a liaison between Roosevelt Elementary School and Bellingham Boys & Girls Club

As a Research & Programming Intern:- Organize and maintain scholarship system and refer clients to community resources- Conduct program evaluation and present results to Executive Director- Compile, synthesize, and categorize information for research purposes as well as conducting program evaluationAs a Group Leader:- Implement curriculum to teach youth appropriate social skills in a classroom setting- Mitigate behaviors and consequences in a positive way and redirect escalated youth- Plan and prepare enrichment activities- Delegate tasks to a team of support leaders