Position Information

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Program Coordinator for Information and Referral Systems, Eldercare Locator
n4a Overview
The mission of the National Association of Area Agencies on Aging (n4a) is to build the capacity of our members so they can help older adults and people with disabilities live with dignity and choices in their homes and communities for as long as possible. n4a is a 501(c)(3) membership association representing America’s national network of 622 Area Agencies on Aging (AAAs) and providing a voice in the nation’s capital for the more than 250 Title VI Native American aging programs. Our vision is to build a society that values and supports people as they age.
Position Overview
The Eldercare Locator is a nationwide service that connects older adults, people with disabilities and their caregivers with information on aging services, programs and resources. Funded by the Administration on Aging/Administration for Community Living and administered by n4a, the Eldercare Locator is the first step to finding aging and disability resources nationwide. The service is operated through a call center, staffed by trained information specialists and through access to a public website (www.eldercare.acl.gov).
The Program Coordinator is responsible for providing effective supervision toward maintaining high-quality service delivery, and the smooth day-to-day functioning of the Eldercare Locator Call Center. This is accomplished by supporting staff through direct 1:1 supervision and coaching, training, evaluation, monitoring schedule adherence, and collaboration with the Eldercare Locator leadership team (Director, Program Manager and other Program Coordinators).
JOB TITLE: Program Coordinator – Information and Referral Systems, Eldercare Locator
REPORTS TO: Program Manager
The Program Coordinator manages the day-to-day operations of the Eldercare Locator call center ensuring call center coverage, adherence to contact metrics, support for Information and Referral (I&R) Specialists and Enhanced Services Specialists through 1:1 supervision, coaching and training. Executes administrative duties and supervisory tasks including schedule coverage, approving timesheets, training, staff coaching, staff evaluation, monitoring call quality, and assisting Program Managers and Director with coordinating staff meetings and applicant selection.

This full-time, exempt (salary, non-hourly) position with full benefits, based in n4a’s Washington, DC, office. Due to the COVID-19 health emergency, the n4a staff is currently working remotely, though this will change in the future. The call center operates Monday through Friday from 9:00 am to 8:00 pm ET.
Due to the ongoing pandemic, currently this is a remote work position with an expectation to return to our physical office in the future once it is deemed safe. Requirements to successfully work remotely are a strong home internet connection (greater than 10 mbps) and a quiet workspace to take calls throughout an 8.5-hour shift.
n4a is an Equal Opportunity Employer. People with disabilities are encouraged to apply. We offer a competitive salary and an excellent benefits package.

This is a grant funded position for 1.5 years. While there is not currently funding for this position after September 2022, if additional funding is identified employment could be extended.

Application Procedure
Submit a resume to jobs@n4a.org. Note the job title in the email subject line. We cannot respond to all applications and unsolicited phone calls or emails will not be returned.
Position: Program Coordinator for Information and Referral Systems, Eldercare Locator
Organization: National Association of Area Agencies on Aging
Location: Washington,  DC 
United States
Salary: n4a is an Equal Opportunity Employer. We offer a competitive salary and an excellent benefits package.
Posting Start Date:
Date Posted: 4/23/2021
  • Bachelor’s degree preferred plus two years of relevant experience in human services, specifically the fields of aging and/or disability services (or equivalent experience).
  • At least two years of call center or other customer service experience required
  • Demonstrated experience providing supervision and/or leadership of teams
  • Demonstrated experience providing trainings/public speaking
  • Demonstrated team building and decision-making skills
  • Ability to operate in a high-volume and fast-paced call center work environment
  • Excellent oral and written communication skills
  • Excellent customer service and interpersonal skills
  • Ability to work independently and as a member of a team 
  • Ability to meet deadlines and to work well under pressure
  • Knowledge of information and referral/assistance (I&R/A) protocols and procedures and the role of I&R/A in the Aging Network
  • Ability to problem solve and seek assistance from supervisor as needed
  • Knowledge of human service call centers
  • Experience with using accessibility technology and software to facilitate communication with individuals who are deaf or have other communication needs preferred
Status: This listing expires on: 8/31/2021
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Organization Information
National Association of Area Agencies on Aging

Washington,  DC 20003
United States