Service Insights Coordinator

Job Title: Service Insights Coordinator
Classification: Full-time, Exempt
Department:  Agency Relations & Nutrition Services
Reports to: VP Community Partnerships and Programs
Location: Boise, Idaho

Full-time positions at The Idaho Foodbank include a full benefits package including health, dental, vision, disability, life insurance, 401k with match, paid time off, paid holidays, and eligibility for a bonus program.

Job Summary:

The Service Insights Coordinator is primarily responsible for conducting an organizational and network wide readiness assessment and developing a project plan for implementing and maintaining a service insights program.  The service insights program will provide client level data which can be utilized to improve programs and services.

Principle Duties and Responsibilities:

Project Management

  • Conduct overall organizational and network readiness assessment
  • Develop project strategy
  • Research service insights software to determine which software best meets IFB needs
  • Consult on hardware purchases and other technology needs for optimal service insights set-up and usage at sites
  • Develop and direct implementation plan for IFB partner network rollout of service insights software and ongoing programming
  • Develop agency training curricula and materials
  • Monitor, report, and make recommendations for the program budget
  • Create systems to document and track training progress
  • Ensure that agencies understand compliance rules and are using provided materials and postings

Teamwork and Communication

  • Collaborate with other IFB staff to analyze data to inform and direct program strategy
  • Create schedule, agendas and lead internal advisory groups related to the project
  • Recruit and oversee partner advisory group
  • Provide up to date, accurate information to internal and external stakeholders
  • Summarize and share feedback from partners related to software and training materials and make adjustments as needed


  • Create and support onboarding and training program to promote use of service insights by IFB and partner network
  • Develop and update service insights training curricula and materials in a variety of formats including online/webinars, videos, and in person training scripts and curriculum
  • Maintain training calendar and resources on service insights Resource Page
  • Teach and train partners on the benefits that come from using a shared system
  • Schedule, track, and implement in-person and online software training and demonstrations for end users

Customer Service

  • Design and maintain systems for service insights user support within IFB and the network
  • Plan user forums or meetings, peer support and on-going communications to keep users updated about the software and best practices
  • Develop materials, presentations and other communication opportunities with IFB network on the benefits of service insights
  • Create feedback loops for partner advisory group and pilot group

Technical Skills

  • Provide technical support to users in a friendly, timely manner in person and online
  • Troubleshoot data inconsistencies including duplicates, typos and overuse of anonymous visits- working to address these issues at both the agency and Network level
  • Produce reports using data for a variety of stakeholders
  • Monitor data for agency compliance with data hygiene best practices and address issues with agencies as they arise
  • Know all components of the service insights system in order to provide support to all parties
  • Create and update agency user accounts within the system

Relationship Building

  • Build and manage relationships with key internal and external project stakeholders
  • Coordinate volunteers, temporary staff and/or interpreters as needed to support initial training and intake efforts at key sites
  • Visit agencies to observe and troubleshoot implementation and progress with service insights
  • Provide regular updates to the partner network on successes, learnings and next steps of project

Minimum Qualifications:

  • College level educational background
  • Two years of experience in project management and software implementation strongly preferred
  • Ability to deliver presentations and reports that include technical information
  • Proven strong and effective interpersonal and communication skills
  • Proven experience leading organizational change
  • Experience troubleshooting software applications and functional issues at the client level
  • Proficiency with Microsoft Windows and Office environment (Word, Excel, PowerPoint, Outlook) and standard office equipment
  • Willingness to travel

Preferred Qualifications:

  • Bachelor’s degree in adult education, business, communications or technology
  • Experience managing budgets and/or grants and restricted funding
  • Bi-lingual in Spanish and English
  • Strong analytical skills
  • Experience with digital records retention and data management
  • Proven ability to plan and facilitate successful community meetings or events
  • Prior food banking experience

Working Conditions

This work is performed primarily in an office environment while sitting at a computer terminal for extended periods of time. May involve periodic lifting and carrying of items that may weigh up to 30 pounds. May work outside normal working hours and drive own vehicle for various projects on a daily basis.


This job description in no way states or implies that these are the only duties to be performed by the employee in this position. Employees will be required to follow any other job related instructions and to perform any other job related duties requested by any person authorized to give assignments.

This position description excludes the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.


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