Helene Resource Center Program Coordinator

Buncombe County Government•Asheville, NC

6d•$28 - $40

About The Position

The Helene Resource Center Program Coordinator oversees day-to-day operations at the Helene Resource Center as well as the One Buncombe Call Center. Along with Helene Resource Center Representatives, the Helene Resource Center Program Coordinator supports Tropical Storm Helene survivors connect to local, state, and federal recovery resources. Purpose of the position: The purpose of this position is to coordinate and implement assigned programs and/or services to support the strategic direction of the department and organization by connecting community participants to services.

Requirements

Associate’s Degree in a related field and three (3) years of related experience; or an equivalent combination of education and experience.
Knowledge of principles, practices, procedures and philosophies of assigned program and community-based services.
Knowledge of organizational culture and resources, both internal to Buncombe County and in the community
Knowledge of ethical guidelines applicable to the position as outlined by professional standards, federal, state, and local laws or ordinances.
Knowledge of the laws, regulations, and policies, which govern programs as well as financial streams, which support individual programs.
Knowledge of the programs and service delivery mechanisms in assigned work areas.
Ability to collect and analyze data and conduct program and performance reviews/audits.
Ability to effectively use various complex software applications.
General knowledge of the principles and practices of public administration and planning, an ability to communicate effectively with professional and administrative personnel
Ability to exercise judgment and discretion in applying and interpreting policies and procedures.
Interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.

Nice To Haves

May require program specific training and experience.

Responsibilities

Internal and external customer service; answer phones, provide information, and take messages.
Respond to inbound and outbound disaster-related calls, helping with housing, financial aid, disaster relief programs, and other available disaster recovery resources.
Provide accurate details about available resources, programs, and services for hurricane survivors.
Assist residents in filling out online forms to report disaster damage.
Solve problems and complaints quickly and efficiently. If the issue is complex, elevate it to the appropriate department.
Work closely with the Helene Recovery Office to support the Hazard Mitigation Grant Program and other state and federal recovery programs.
Follow up with residents to make sure their issues are fully resolved.
Establish and maintain detailed records of all calls, including the topics discussed and any follow-up needed.
Attend regular meetings to stay updated on recovery efforts and share feedback to improve processes and services.
Oversee call center line that responds to and supports callers on a variety of broad County-related topics.
Perform other disaster recovery related duties as assigned.