Organization Summary: Wings is a non-profit organization whose mission is to break the cycle and heal the wounds of childhood sexual abuse by providing education, advocacy, and support to adult survivors, loved ones, providers, and the community. We are ushering in the day when all survivors and their supporters have the resources they need to speak about, heal from, and thrive beyond childhood sexual abuse trauma.
Our Guiding Principles: Inclusivity | Confidentiality | Empowerment | Resilience | Voice | Self-care | Accountability | Advocacy
Commitment to Diversity, Equity, Inclusion & Belonging: Wings is committed to being an anti-oppressive organization, grounded in intersectional principles and fostering a culture of respect and inclusion for all. We are actively engaged in a transformational process to build these principles into all aspects of our staff and volunteer leadership, policies, practices, and programming.
Our Trauma Informed Approach: Wings’ mission and our work centers on principles of trauma-informed practice, guided by SAMHSA (Substance
Abuse & Mental Health Services Administration): Safety, Trustworthiness & transparency, Peer support, Collaboration & mutuality, Empowerment, voice & choice, Cultural, historical & gender issues
Position Summary: As a critical part of the Programs Team, this full-time position will strengthen Wings’ efforts to serve as a state leader in
addressing unresolved childhood sexual abuse-related trauma in the lives of adults through our therapist-facilitated, peer-centered support groups. The
Survivor Services Coordinator (SSC) is focused primarily on providing administrative program support through program coordination, documentation maintenance, facilitator and member communication or approximately 15-20 support groups (we will continue to open more groups). Data and reporting responsibilities will include data entry, collection, clean-up, maintenance, quality control, report generation, data visualizations, and report distribution. Proficient and accurate data entry is critical to this position. The SSC should possess the ability to make change recommendations, design and implement systems improvement processes as needed. Wings seeks a candidate who is a strong critical thinker, a natural problem-solver, extremely detail oriented and highly organized. The SSC must have advanced excel skills. The SSC must have excellent verbal and written communication skills, as well as strong relational skills,as they also provide regular communication to facilitators and members of our support groups. Wings is a fast-paced organization, dedicated to continuous improvement. Adaptability, flexibility and willingness to support meaningful change are key to this role.
Essential Duties and Responsibilities: About 80% of the SSC position provides administrative program support with the other 20% being in data and reporting functions. This may vary from time-to-time depending on internal work demands. To perform this job successfully, an individual must be able to perform the following satisfactorily.
Support Groups (for Members) and Clinical Supervision Groups (for Facilitators)
· Data entry for Programs into Salesforce and MS Office,such as group attendance, notes, etc.
· Coordinate all logistics for opening and closing support groups.
· Manage and track support group membership.
· Manage, track, and document member leave requests and provide follow-up communication to staff and facilitators.
· Maintain the Master Groups & Facilitator excel spreadsheet.
· Coordinate with Survivor Services Navigator on group membership.
· Manage logistics for in-person support group facilities.
Facilitator Recruitment and Support
· Manage all documentation for facilitators supporting the application, onboarding and offboarding process.
· Provide monthly updates and check-ins to facilitators who are in the queue and waiting for a support group to open.
· Support all facilitator training logistics such as training dates, times, speakers and send corresponding communication.
· Participate in the training of new facilitators regarding administrative processes.
· Complete administrative tasks facilitator onboarding/off-boarding activities.
· Collect and maintain all necessary facilitator paperwork in Salesforce and MS Office, including contracts,liability insurance, DORA licensing status, required grant forms, etc.
· Contact and assign PRN placements for support groups as needed.
Data Management and Reporting
· Understand all facets of Wings programming to ensure efficient and effective data entry processes.
· Work directly with staff to ensure all Wings’ work can be documented in Salesforce.
· Collect and compile data from various program activities, surveys, and feedback, ensuring accurate and timely data gathering.
· Accurately enter data into relevant database(s), ensuring accuracy and completeness.
· Regularly update and maintain database(s), ensuring data integrity and making sure information is up to date.
· Review and clean data to identify and correct errors or inconsistencies, ensuring high-quality data for reporting and analysis.
· Create regular and ad-hoc reports on program activities, outcomes and impact using data collected.
· Assist in creating and maintaining dashboards that visually represent program data for easy interpretation.
· Set up new features as needed, such as custom fields, custom objects, custom reports, etc.
· Update and maintain members into group rosters monthly.
· Dashboard management – assist in creating and maintaining dashboards that visually represent program data for easy interpretation.
· Identify efficiencies and accuracy improvements needed in reporting and make recommendations.
· Monitor the progress of program activities against goals and objectives, using data to track outcomes and impacts.
· Train new staff on database.
· Create new forms in data base as needed.
Zoom Administrator to support Virtual Support Groups
· Provide technical assistance for users as needed. Occasionally these are after office hours but can be for groups scheduled after normal office hours.
· Create, maintain, and update support group Zoom meetings and host account log-in information.
· Schedule meetings for internal team, training, and new support groups on Zoom as needed.
Electronic Health Record System
· Support program transition to Electronic Health Record system (EHR) – once implemented may act as administrator.
· Provide support to existing and new staff and facilitators on using the EHR system, including troubling shooting and
providing technical assistance as needed.
· Train existing and new staff and facilitators on the EHR system.
· Assist in creating training materials and user guides.
· Accurate data entry and report generation.
General Administrative
· Provide general administrative support to programs team, as requested.
· Organize and maintain program drives in Share Point.
· Maintain and update list of process documents.
· Provide Share Point training to new staff.
· Ensure all group meeting locations and contracts/MOUs are updated to send to the appropriate person.
· Identify new support group locations as needed.
· Provide survey support as requested.
· Oversee multiple calendars of deadlines and events.
· Send out training certificates for training to participants.
· Ensure member and facilitator documents are completed in DocuSign.
· Send out birthday wishes, get well cards, etc. to members, loved ones, and facilitators
Other Duties
· Support and adhere to Wings mission and guiding principles of inclusivity, confidentiality, empowerment, resilience, voice, self-care, accountability, and advocacy.
· Support and adhere to Wings commitment to Diversity, Equity & Inclusion (DEI) through attending agency trainings, committing to professional and personal growth. Wings is committed to fostering a culture of respect and inclusion for all.
· Support and participate in agency Trauma Informed Practice (TIP) interventions to reduce burn out and secondary trauma.
· Attend supervision (as assigned) with Clinical Manager of Group Services and proactively and appropriately communicate concerns and needs as they arise.
· Attend internal and external meetings, training, and events as requested.
· Document all processes within the SSC role creating and maintain Wings Standard Policy and Procedures (SPP)
· Respond to survivors of childhood sexual abuse in a compassionate, trauma informed, and supportive way.
· Work collaboratively with Wings team members.
· Foster transparent communication with Wings team members and volunteers in alignment with organization direction.
· Provide general support to the Programs Team as needed.
· Other duties as assigned.
Knowledge, Skills & Abilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and /or abilities required.
· Ability to support Wings in being a data-driven agency. Demonstrated ability to analyze and draw conclusions from data.
· Knowledge and skill in managing and growing databases and reporting.
· Demonstrated knowledge and skill in quality assurance and continuous learning processes.
· Must possess well developed and strong organization and time management skills.
· Ability to adapt, juggle and meet competing deadlines in a timely manner.
· Must be extremely detailed oriented.
· Knowledge and skill to create and maintain intricate processes and systems.
· Must enjoy diversity in duties and remain agile/flexible to meet work demands.
· Ability to prioritize work activities and deadlines.
· Ability to handle confidential and sensitive information without breach.
· Ability and skill to provide professional and sophisticated level customer service to multiple stakeholder groups.
· Excellent ability in verbal and written communication.
· Ability to work well independently and within a team environment.
· Ability to work in multi-cultural setting.
· Ability to work effectively in a work-from-home (remote) setting with minimal in-person supervision.
· Knowledge and skill regarding non-violent and trauma informed communication.
Cultural Competencies: Awareness of one’s own world view and that different world views exist
· Awareness of your own attitudes, beliefs, biases, and assumptions about others.
· Awareness of the various dimensions of diversity, including gender, race, and ethnicity.
· Acknowledging that people from other cultural groups do not necessarily share the same beliefs and practices or perceive, interpret, or encounter similar experiences in the same way.
· Recognizing that everyone has at least some ethnocentric views that are provided by that culture and shaped by his or her individual interpretation of it.
· Cultural knowledge of key populations will be served to address disparities that exist as it relates to adult survivors of childhood sexual abuse.
Demonstrated positive attitudes towards cultural differences
· Showing respect and openness toward someone whose social and cultural background is different from one’s own.
Skills for communication and interaction across cultures
· Ability to recognize and manage one’s own behaviors, moods, and impulses — to create an inclusive, equitable, and welcoming environment within our organization.
Education and Experience:
· Bachelor’s degree preferred but may be substituted for relevant experience.
· Two years of experience working in a non-profit environment preferred.
· Two years of experience with databases, data entry, data sets and reporting required.
· Must possess advanced skills in Excel required.
· Three years of customer service experience to internal and external stakeholders required.
· Experience working in a data-driven environment preferred.
· Knowledge and experience working with adult survivors of childhood sexual abuse preferred.
· Knowledge and experience working with an electronic health record system (EHR) preferred.
Supervisory Responsibilities: None currently.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Travel: Occasional travel around the Denver-metro area will be required for the SSC to attend Wings’ internal and external meetings, training, and events. While rare, staff may be asked to attend meetings or training in other parts of Colorado. Mileage reimbursement is provided for staff travel required for agency purposes.
Work from Home: This is a work from home position. Because this position deals with confidential information and situations, the staff must work from a home office; the SSC cannot conduct most Wings’ business in a public location. Wings will provide a laptop for work use, but the employee must have access to reliable internet service and provide their own cell phone, which can download the phone service app utilized by Wings. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Specific vision abilities required by this job include close vision and distance vision. While performing the duties of this job, the employee is regularly required to sit, talk, and listen.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
Wings values and is strengthened by diversity. We are committed to ending bias and discrimination in our community and ensuring equity within all aspects of our organization. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment, transfer, or promotion opportunities without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, or any other characteristic protected by law.