Community Liaison and Referral Specialist

Position Summary

The Community Liaison and Referral Specialist serves as a key point of contact between the organization and the community, responding to inquiries via phone, email, Teams calls, and other digital platforms. This role also manages web postings and supports digital marketing efforts to promote services, events, and resources. The ideal candidate is a proactive communicator with strong organizational and technical skills, committed to connecting individuals with the support they need.

Key Responsibilities

Community Engagement and Communication

- Respond promptly and professionally to inquiries via phone, email, Teams, and other communication channels.

- Provide accurate information and referrals to community members seeking services or support.

- Maintain a log of interactions and follow-ups to ensure quality service and accountability.

Referral Coordination

- Assess community needs and connect individuals with appropriate internal programs or external partner services.

- Build and maintain relationships with referral partners and service providers.

- Track referral outcomes and report on service gaps or trends.

Digital Marketing and Web Management

- Create, coordinate and manage web postings for events, programs, and announcements.

- Collaborate with the communications team to develop and schedule digital content across platforms (e.g., website, social media, newsletters).

-Work with Director of Community Engagement to schedule events, ensuring involvement of internal staff

- Monitor engagement metrics and adjust strategies to improve reach and effectiveness.

Administrative and Reporting

- Maintain accurate records of community interactions and referrals in CRM or tracking systems.

- Prepare reports on engagement activities, referral trends, and digital outreach performance.

- Support team projects and initiatives as needed.

Qualifications

- Associate or Bachelor’s degree in Communications, Social Work, Public Relations, or related field.

- 2 years of experience in community outreach, customer service, or digital communications.

- Strong verbal and written communication skills.

- Proficiency in Microsoft Teams, email platforms, and web content management systems.

- Experience with digital marketing tools (e.g., Canva, Mailchimp, social media schedulers) is a plus.

- Ability to work independently and collaboratively in a fast-paced environment.

Preferred Skills

- Familiarity with nonprofit services and referral networks.

- Experience using CRM systems or case management software.

- Knowledge of accessibility and inclusive communication practices.