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Buncombe County Government · 14 hours ago

Helene Resource Center Program Coordinator

Asheville, NC

Full-time

Onsite

Mid Level

$27.58/hr - $32.68/hr

3+ years exp

Buncombe County Government is seeking a Helene Resource Center Program Coordinator to oversee day-to-day operations at the Helene Resource Center and the One Buncombe Call Center. This role involves coordinating programs to connect disaster survivors with recovery resources and ensuring effective customer service and support for community participants.

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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

Qualification

Program coordinationCustomer serviceData analysisCommunity-based servicesSoftware applicationsJudgmentDiscretionPublic administrationInterpersonal skills

Required

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