What are the responsibilities and job description for the Inquiry Engagement Coordinator position at Pathways Youth & Family Services, Inc.?
Job Summary
The Inquiry Engagement Coordinator is responsible for managing responses to inquiries from individuals who are interested in fostering with the agency. The position will engage with potential foster applicants, assess their interest, provide guidance throughout the initial process, and maintain organized records. The role requires excellent interpersonal skills, sound judgment, and proficiency with tracking tools.
Essential Duties
Supervises: N/A.
Work Hours: Full-time, working a minimum of 40 hours per week (including late hours and/or weekends as needed to accommodate schedules of person(s) inquiring about fostering with Pathways. This is a remote, work-from-home position; however, travel to a Pathways office will be required from time to time so close proximity to one of Pathways’ branch offices is preferred.
Classification: Non-exempt.
Education & Experience
With or without reasonable accommodation, the physical and mental requirements of this job may include the following: seeing, hearing, speaking, and writing clearly. Occasional reaching with hands and arms, frequent sitting, standing and walking, may be required for long periods and may involve climbing stairs, walking up inclines, and on uneven terrain. Additional physical requirements may include, frequent lifting and or moving up to 15 pounds.
The Inquiry Engagement Coordinator is responsible for managing responses to inquiries from individuals who are interested in fostering with the agency. The position will engage with potential foster applicants, assess their interest, provide guidance throughout the initial process, and maintain organized records. The role requires excellent interpersonal skills, sound judgment, and proficiency with tracking tools.
Essential Duties
- Promptly responds to all inquiries about fostering via phone and email, ensuring responses are made within 48 hours.
- Provides detailed information about Pathways' foster care and adoption programs and guides persons inquiring through the initial steps of the process.
- Uses discretion to determine serious inquiries and follows up accordingly.
- Maintains and updates an accurate list of inquiries, ensuring follow-ups and proper closure after four weeks without moving to the applicant stage.
- Utilizes Excel or other tracking tools to monitor progress.
- Documents and maintains records of communications and next steps for each inquiry.
- Sends application materials and follow-up correspondence as needed.
- Screens potential inquiries to gauge level of interest and fit for the agency.
- Provides excellent customer service while assessing inquirer’s motivation and readiness for fostering.
Supervises: N/A.
Work Hours: Full-time, working a minimum of 40 hours per week (including late hours and/or weekends as needed to accommodate schedules of person(s) inquiring about fostering with Pathways. This is a remote, work-from-home position; however, travel to a Pathways office will be required from time to time so close proximity to one of Pathways’ branch offices is preferred.
Classification: Non-exempt.
Education & Experience
- High school diploma or GED required; college degree preferred.
- At least two years of experience in customer service, social work, or a related field.
- Experience managing high volume of phone work and email is required.
- Proficiency in Microsoft Excel and other basic computer applications.
- Excellent verbal and written communication skills with a passion for talking to people.
- Strong organizational skills and attention to detail.
- Ability to work independently and manage a flexible schedule with evening hours.
- Clear judgment in assessing applicant interest and ensuring follow-through.
- Ability to effectively communicate with potential foster families.
- Exceptional oral/written communication and organizational skills.
- Ability to effectively present information to potential applicants.
- Ability to support the agency’s culture, growth, and success through communication, accountability, and positivity.
- Ability to work efficiently and effectively both individually and as part of a team.
- Ability to appropriately accept feedback through the supervision process.
- Possess a willingness to learn, grow, and improve.
- Competent in using Microsoft Word, Excel, the Internet, and other software applications.
- Proof of valid Texas Driver’s License (Type C) and at least three years of driving experience.
- Access to reliable transportation.
- Proof of valid/current auto insurance.
- Cleared motor vehicle driving record.
- Three employment references.
- Cleared background check and signed affidavit.
- Cleared tuberculosis (TB) test results (current within 12 months prior to employment).
- Cleared drug test.
- Working cellular telephone at all times.
With or without reasonable accommodation, the physical and mental requirements of this job may include the following: seeing, hearing, speaking, and writing clearly. Occasional reaching with hands and arms, frequent sitting, standing and walking, may be required for long periods and may involve climbing stairs, walking up inclines, and on uneven terrain. Additional physical requirements may include, frequent lifting and or moving up to 15 pounds.
