What are the responsibilities and job description for the Community Outreach and Hotline Coordinator position at Hispanic Federation Inc?
Who We Are
Hispanic Federation (HF) is the nation's premier Latino nonprofit membership organization. Founded in 1990, HF supports Hispanic families and strengthens Latino institutions through grantmaking and direct services in the areas of education, health, immigration, civic engagement, economic empowerment and the environment. Values that drive our work include equality, fairness, diversity and empathy.
Who We Seek
HF is seeking a Community Outreach and Hotline Coordinator to support resource dissemination and community outreach across our programs in North Carolina. Based in HF’s offices in Charlotte, NC, the coordinator will connect individuals with safe, accessible resources through both a hotline and in-person outreach. The ideal candidate will have a strong understanding of the issues impacting Latine communities in North Carolina and a passion for advancing social justice and equity. Calls received by the hotline are received in both English and Spanish, and the role requires fluency in Spanish. Additional language skills that serve the greater communities in North Carolina are a plus.
This is a hybrid position that requires regular on-site presence at the HF office in Charlotte. The work schedule requires flexibility and will include evenings and Saturdays, to best serve our community and meet program needs.
Position Location: Charlotte, NC
Status: Full Time, Regular; the position is funded until May 31, 2026 with the possibility for extension
Reports to: Health Program Manager
Job Duties and Responsibilities:
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Manage communications through HF’s phone and text management platforms; communicate with community members around health, immigration, and other topics.
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Manage support requests, ensuring that all community members are treated with respect and cultural sensitivity
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Provide appropriate resources and referrals, and conduct follow-ups to confirm that clients are successfully accessing the services referrred.
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Support in resource development and referrals under the direction of the Health Program Manager and in partnership with other team members.
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Test phone systems and provide feedback for structures to ensure callers receive the best service possible.
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Ensure responses are prompt and all text messages and calls are answered within a reasonable amount of time, standards are set by the Health Program Manager.
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Complete programmatic intakes as requested and planned, support overall programmatic responsiveness in case of a surge of calls.
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Attend all required onsite training for hotline and community outreach coordinators.
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Support Hispanic Federation programming and administration as assigned, attend in-person outreach events as requested.
Skills and Qualifications
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A bachelor’s degree and a minimum of two (2) years of working experience is needed.
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Experience managing a high volume of phone calls and speaking with people in an empathetic and efficient manner.
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Experience with online platform and communication management software, specifically Telzio, Phone2Action, YakChat, and Unite Us.
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Excellent computer literacy skills and familiarity with online platforms is required, experience with online call systems is an asset.
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Strong bilingual verbal and written communication skills are required (Spanish and English).
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Ability to guide clients via a script to provide information.
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Able to adapt to interacting with many different personality types with empathy and composure. Maintaining composure under a high-pressure environment while maintaining empathy for clients matters.
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Experience with community outreach and engaging with the diverse Latine populations in North Carolina.
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Must have access to reliable, consistent internet and have access to technology to properly engage in required technology and applications.
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High energy, positive, “can-do” attitude, flexibility, teamwork, and attention to detail; high degree of initiative.
Compensation:
Salary range for this position is $40,000 to $45,0000 and is commensurate with experience. Compensation includes a robust benefits package including fully paid medical, dental and vision insurance available upon hire, 403(b) retirement plans with a company match after 6 months, and access to flexible spending and pre-tax commuter benefits.
This is a full-time position funded through a one-year grant from June 1, 2025 to June 1, 2026, with a possibility of renewal pending continued funding and program success.
To Apply
Please submit a resume and cover letter detailing your interest and qualifications in the portal here. No telephone calls or emails regarding this position will be accepted. Only selected candidates will be contacted.
For more information about HF and its programs, please visit www.hispanicfederation.org.
Hispanic Federation is an equal opportunity employer and does not discriminate against actual or perceived race, color, religion, gender identity, gender expression, age, national origin, creed, disability, marital status, sexual orientation and/or other protected categories.
Salary : $40,000 - $450,000