Temporary Bilingual Care Supervisor

Our mission

We partner with low-income and working people to build economic and racial equity. We do this by confronting economic abuse and investing in community wealth. We use an ever-evolving set of legal, economic and advocacy tools to challenge and dismantle unjust systems, building quickly towards a world where all people have what they need to live and thrive. 

Our Organization

The Community Economic Defense Project (CEDP) is a Colorado-based nonprofit. Launched in 2020 as the COVID-19 Eviction Defense Project, our organization was formed to keep our neighbors housed during the pandemic. Working with clients, we built  a “one-stop-shop”  approach to eviction, foreclosure, and homelessness prevention that centers the legal and financial needs of housing-insecure families and uses a variety of tools to keep them housed. 

Our team now serves more than 1,000 people per month, bringing together housing lawyers, economists, data analysts, policy-experts, organizers, and technologists to serve our clients. In the previous two years, we have distributed more than $100 million in aid and served more than 40,000 Coloradans. We have also contributed to the passage of major legislation to prevent eviction, stop economic abuse, and make credit and life-saving medication cheaper.  CEDP’s model has been cited as a best practice by White House, HUD, the Urban Institute, and in the media.

Building on our work to stop evictions, CEDP has further expanded its integrated services model to include disaster response, predatory towing, debt collection, benefit access & navigation, long-term rental assistance, and homelessness response. Similar to CEDP’s work on rental housing, these efforts offer a continuum of care that includes navigation and advisory services, targeted payments, legal support, and the ability to participate in advocacy. 

As a Temporary CARE Center Supervisor you will: 

• Manage a team of up to 10 CARE agents that are receiving communication from multiple different sources to include but not limited to Phone, Email, Chat, Voicemail, and in person.
• Lead and manage individuals overseeing significant projects, including those responsible for supervising both projects and team members.
• Be the expert in the state guidelines around the Emergency Rental Assistance Program and the Emergency Mortgage Assistance Program.
• Understand key success metrics for your role, your direct reports, and their teams, and submit daily and weekly progress reports.
• Analyze data through tools like Tableau and SQL, translating insights into actionable processes to achieve desired outcomes. Develop and interpret dashboards to gauge performance.
• Design systems or improve existing systems to ensure efficient and effective administrative information and assistance.
• Efficiently track deadlines and oversee project completion for both personal projects and team members' projects.
• Create, organize, and develop reference tools to facilitate seamless information sharing among team members and adjacent teams.
• Facilitate discussions and raise awareness about equity, diversity, inclusion, and belonging within your team and across the organization.
• Promote our values, foster employee connections, and contribute to the growth of our organizational culture.
• Embrace change positively, support the team through change management processes, and facilitate productive conversations about evolving strategies.
• Engage in respectful and clear discussions with direct reports to drive performance improvement, enhance employee engagement, and increase employee retention, supported by robust HR technology.
• Conduct interviews and assist in recruiting individuals who align with our values and are valuable additions to our dynamic team.

The Successful candidate will have: 

• Fluency in written and spoken Spanish and English

• Experience working with diverse communities and a demonstrated passion for social impact and justice.

• Adaptability in a fast-paced, all-hands-on-deck environment with strong interpersonal skills for collaborative teamwork.

• Familiarity with call center environments, including the ability to manage high call volumes and maintain a positive customer experience.

• Ensure hold times are minimal for clients.

• Ability to manage CARE Center Key Performance Indicators.

• Intermediate or higher computer proficiency, including ability to multi-task in multiple applications and comfortability with fast-paced instant messaging communication, basic CRM knowledge, and efficient system navigation

• Proficiency in Microsoft Office and Google Suite.

• Comfortable navigating and thriving in a remote work environment.

• Analytical thinker with attention to detail and ability to initiate solutions under limited supervision.

• Strong organizational skills and ability to prioritize tasks within a dynamic setting

Supervisor Requirements: 

• Bachelor Degree or equivalent post-secondary education preferred.
• Experience in a team supervision role in a high-volume, fast-paced environment, including supervision of team leads and teams larger than 10 employees.
• Demonstrated proficiency working with Customer Relationship Management databases or similar tracking and organizing technologies.
• Fantastic organizational skills and ability to manage and prioritize a complex workload with rapidly changing demands.
• Ability to create processes and procedures from nothing and adapt and iterate to drive improvement.
• Proficient in Microsoft Office, and the Google Suite.  Proficiency with Salesforce, Hubspot or similar CRM desired.
• A home office setup that includes a private, quiet place to conduct confidential telephone and video-conference sessions and a computer with reliable access to high speed internet.

Additional Details: 

• Candidates must reside in Colorado, ideally within the greater Denver Metro area  with the ability to be in-person at the Denver or Colorado Springs offices. The position includes competitive pay, flexible time off, benefits package (including medical, dental, vision), and 401k.
• Competitive salary of $73,000k per year.
• This is a temporary position until February 28, 2025
• Applications will be reviewed on a rolling basis but must be received by January 6, 2024
• The estimated time to complete the recruitment process will be by January  15, 2024
• CEDP is an equal opportunity employer, committed to creating an inclusive environment for all employees. Employment decisions are made without regard of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected status.