Agency Engagement Specialist

GO Project•Kansas City, MO

2d•Onsite

About The Position

Agency Engagement Specialist CarePortal Organizational Profile CarePortal is Care-Sharing technology that drives action for local kids and families in crisis. We believe that through the Church and Community, there can be More Than Enough care for every child, through the power of Care-Sharing and the love of Jesus. Our goal is to scale meaningful connections through the local church, making a lasting impact on the lives of everyone involved. We mobilize robust Care-Sharing Networks and lead with Courage, Humility, and Excellence. We do this through the local Church and in collaboration with child-serving organizations, businesses, and people who care—that’s where you come in. Position Summary The Agency Engagement Specialist is responsible for managing a portfolio of agencies to ensure they remain active, supported, and effective in submitting requests that connect children and families to care. This role serves as the primary day-to-day contact for agencies following onboarding, providing ongoing support to increase usage, improve request quality, and strengthen outcomes. Success in this role is defined by consistent submission activity, improved request quality, and increased connection between agencies and the community. Network health metrics, scorecards and KPIs will be utilized to help gauge performance, however, success in this role will be measured across all of the responsibilities listed below.

Requirements

Strong communication and relationship management skills
Ability to manage a portfolio of customers and prioritize effectively
High attention to detail and follow-through
Comfort with virtual communication and customer support tools
Ability to balance responsiveness with efficiency
Experience with CRM systems and tracking customer interactions preferred
Understanding of agencies, caseworkers, and the social services system
Passion for CarePortal’s mission and commitment to Courage, Humility, and Excellence

Responsibilities

Manage a defined portfolio of agencies, providing consistent communication and support
Monitor submission activity and proactively engage agencies to increase usage
Reinforce behaviors that lead to strong request quality and engagement
Maintain strong, trust-based relationships through ongoing communication
Serve as the primary point of contact for questions, guidance, and support
Resolve most customer issues directly in a timely and effective manner
Coordinate with Platform Support for more technical issues when needed
Monitor submission metrics and identify opportunities to increase activity
Support agencies in improving request quality and approval rates
Reinforce practices that lead to stronger community response
Follow established engagement processes and standards
Provide feedback to improve engagement tools and playbooks content
Support efforts to increase efficiency and scalability in engagement
Receive agencies from Onboarding following first activity
Maintain awareness of Network Development activity within assigned markets
Ensure accurate tracking of communication and activity in CRM
Support ecosystem balance through participation in Network Leader facilitated strategy meetings to identify, discuss and solve issues and opportunities.
Monitor unmet requests within assigned portfolio and take proactive action to increase responses
Engage churches to encourage timely response and coordinate with agencies to review and accept responses
Collaborate with other Engagement Specialists to support shared outcomes across markets
Engage Network Leaders when local support is needed to help move requests toward completion