Agency Onboarding Specialist

Agency Onboarding Specialist

CarePortal

Organizational Profile

CarePortal is Care-Sharing technology that drives action for local kids and families in crisis. We believe that through the Church and Community, there can be More Than Enough care for every child, through the power of Care-Sharing and the love of Jesus. Our goal is to scale meaningful connections through the local church, making a lasting impact on the lives of everyone involved. We mobilize robust Care-Sharing Networks and lead with Courage, Humility, and Excellence.

We do this through the local Church and in collaboration with child-serving organizations, businesses, and people who care—that’s where you come in.

Position Summary

The Agency Onboarding Specialist is responsible for guiding new agencies through onboarding to ensure they are prepared to submit high-quality, approved requests that connect children and families to meaningful support.

This role focuses on efficient, high-quality activation, helping agencies understand both how to use the platform and how to clearly communicate needs in a way that leads to timely and meaningful care.

While the role is supportive and relational during onboarding, it is not responsible for ongoing engagement. Success is defined by accuracy, confidence, and readiness at first submission, enabling a clean transition to the Engagement team. Network health metrics, scorecards and KPIs will be utilized to help gauge performance, however, success in this role will be measured across all of the responsibilities listed below.

Your Responsibilities Include:

Onboarding Delivery

• Facilitate onboarding sessions for new agencies
• Guide agencies through platform setup and request submission process

Activation & First Submission

• Prepare agencies to submit their first approved request
• Ensure understanding of quality standards for submissions

Customer Experience

• Provide clear, supportive guidance throughout onboarding
• Ensure agencies feel confident in using the platform

Process Consistency & Improvement

• Follow onboarding standards and playbooks
• Provide feedback to improve efficiency and clarity
• Support efforts to reduce onboarding complexity

Coordination & Handoff

• Ensure onboarding milestones are completed accurately
• Transition agencies to Engagement after first approved submission
• Support ecosystem balance through participation in Network Leader facilitated strategy meetings to identify, discuss and solve issues and opportunities.