Position Overview:

The Outreach and Intake Coordinator administers and supports the San Diego County Senior Transportation Program, serving as the primary contact for rider enrollment, community outreach, and program operations. This role builds and maintains relationships with older adults, nonprofit and community-based organizations, transportation providers, and other stakeholders to increase program awareness and access.

The ideal candidate is highly organized, detail-oriented, and passionate about serving older adults and the community. Strong skills in community outreach, program coordination, stakeholder engagement, data tracking, and client services are essential. Proficiency in Excel, the ability to learn transportation management software, and excellent communication skills are required. Experience working in a nonprofit, social services, aging services, or community-based organization is highly desirable.

Responsibilities:

Program Operations

• Lead the relaunch and ongoing administration of the San Diego County Senior Transportation Program.
• Manage rider enrollment, eligibility verification, waitlists, ride utilization, and rider inactivation processes in accordance with program policies.
• Develop, maintain, and improve enrollment procedures, forms, workflows, and participant evaluation processes.
• Serve as the primary point person and subject matter expert for all aspects of the program.
• Monitor program performance and participation trends, identifying opportunities for operational improvements.
• Maintain accurate and compliant program documentation and participant records.
• Coordinate with transportation providers to ensure adherence to contractual, insurance, licensing, and program requirements.
• Investigate and resolve participant concerns, service issues, and program exceptions with professionalism and empathy.
• Prepare reports, dashboards, and presentations supporting program goals and stakeholder communications.

Call Center & Rider Support

• Answer incoming calls and provide timely, courteous assistance to program participants, caregivers, and community partners.
• Process ride requests and coordinate transportation providers in accordance with program guidelines.
• Update, maintain, and verify participant mileage vouchers to ensure accuracy and compliance with program requirements.
• Respond to inquiries regarding eligibility, enrollment status, and program policies.
• Document participant interactions, service requests, and follow-up actions in program databases and records.
• Provide exceptional customer service while resolving participant concerns and escalating complex issues as needed.

Outreach & Community Engagement

• Conduct outreach activities to promote program awareness, enrollment, and community partnerships.
• Represent the program at senior centers, community events, stakeholder meetings, and conferences.
• Build and maintain relationships with community organizations, referral partners, and local agencies serving older adults.
• Collaborate with Marketing team on outreach campaigns, success stories, educational materials, and program awareness initiatives.
• Deliver presentations to community groups and stakeholders regarding program services and eligibility requirements.

Data Management & Continuous Improvement

• Maintain and update complex Excel workbooks and reporting systems used to track enrollment, waitlists, utilization, and performance metrics.
• Analyze program data and trends to identify service gaps, operational challenges, and opportunities for improvement.
• Identify inefficiencies in ride scheduling, reporting processes, and software systems, and recommend solutions.
• Assist leadership in evaluating program outcomes and developing recommendations for future enhancements.

Skills/Experience/Abilities That Are a Must-Have:

• High school diploma.
• College degree preferred.
• Strong proficiency in Microsoft Excel, Word, Outlook, TEAMS and PowerPoint.
• Strong problem-solving and critical thinking skills with the ability to identify operational gaps and propose solutions.
• Highly organized, assertive and self-directed business style, with strong ability to multi-task and balance competing priorities.
• Experience working with ride scheduling software and database systems (or ability to quickly learn and adapt).
• Excellent communication skills, including the ability to engage with older adults, enforce policies with empathy, and present program updates to leadership.
• High level of professionalism and ability to work effectively with a diverse range of individuals.

Physical Requirements:

Must be able to:

• Sit or stand for long periods of time
• Use a computer, keyboard, monitors and headset

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Position Title: Outreach and Intake Coordinator

Organization: Jewish Family Service of San Diego

Department: On The Go

Position Type: Full-Time (37.5+ hours/week), Non-Exempt

Work Setting: Fully Onsite

Reports To: Director

Pay Range: $28 to $28.50/hour

Total Compensation:

In addition to standard pay, compensation for this position includes:

• Comprehensive, low-cost healthcare coverage for employees
• Generous employer 401(k) contributions
• Employer-covered life insurance

Time Away from Work:

Being able to take time away from work is critical in bringing your best self to work. Time off benefits for this position include:

• Paid vacation time and sick leave
• 15 paid holidays, including Federal and Jewish holidays (as long as the holiday lands on a normal scheduled work day), and floating holidays
• 2 Wellness Days to be taken any time during the year to support employees’ mental wellness

About Jewish Family Service of San Diego
Jewish Family Service of San Diego is a client-centered, impact-driven organization working to build a stronger, more resilient community. For over 100 years, Jewish Family Service has been a trusted resource for the entire community, offering an array of services that are always life-changing, and often life-saving. At Jewish Family Service, we believe our employees are the backbone of our Agency. We strive to ensure that each employee is treated with dignity and respect. Our goal is your success. Come work at JFS and be our partner in Moving Forward Together. To learn more about JFS, please visit jfssd.org.

*Jewish Family Service is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.