Bilingual Program Coordinator

Description

Are you a skilled professional who believes in lending your skills to end hunger during these unprecedented times? If so, consider being the Bilingual Program Coordinator, Participant Enrollment and Customer Service (PECS) for the San Francisco-Marin Food Bank. Join our friendly, collaborative, and hardworking programs team, reporting to the Program Manager.

As part of the Participant Enrollment and Customer Service branch, the Bilingual Program Coordinator is responsible for participant enrollment and referral to the San Francisco-Marin Food Bank’s service. The Bilingual Program Coordinator is also responsible for providing excellent customer service and support to participants actively enrolled in services. Also, the Bilingual Program Coordinator is responsible for implementing and coordinating enrollment protocols and projects. 

Who We Are:

Our mission is to end hunger in San Francisco and Marin.

We envision a just and equitable society that nurtures a resilient community. We envision a community where everyone will have access to nutritious food of their choosing and will be uplifted by a network of support. We work with our community to create lasting solutions to address both the hunger we see today and the root causes that perpetuate food insecurity in our society. Every week, over 50,000 households count on us for food assistance. 60% of what we distribute is fresh fruits and vegetables.

Who You Are:

To excel in this position, you will need to approach the work with the following habits and values:

Collaboration and Teamwork  

• Partners with others to contribute ideas, time, or energy to ensure a project or tasks success.   
• Seeks assistance, as needed, and consistently volunteers assistance to colleagues.  
• Acknowledges colleagues accomplishments and shares credit on collaborative work.  

Values Differences  

• Respects and seeks to understand different perspectives.  

• Is sensitive to cultural norms, expectations, and ways of communicating.  

Customer Focus  

• Provides empathetic listening and proactive problem solving.  
• Provides a positive participant experience and is thoughtful of participant needs.  
• Exhibits clear and consistent communication with participants to uphold Food Bank programs policies.  

Judgement  

• Recognizes when to escalate specific situations to the next higher level of expertise.  
• Takes time to collect information, considers impact, and confirms details before making a decision.  
• Seeks input from others or independently does more research to verify assumptions and information before accepting them.  

Self-Awareness and Professionalism  

• Seeks feedback and is receptive to reflecting on and discussing strengths and weaknesses.  
• Maintains professional boundaries with coworkers and participants, and acts with integrity.  

Delivers Commitments  

• Follows through on commitments.  
• Shows consistency between words and actions and takes responsibility for decisions, actions, and mistakes.

What You Would Be Accountable for:

The Bilingual Program Coordinator (PECS) will be responsible for the following key pieces of work:

• Along with the Program Managers, oversee the proper operation and record maintenance of the participant database that manages the enrollments and records of all Food Bank-enrolled households for pantries and home-delivered groceries 

• Better meet participant needs by using an equitable, participant-centered approach that enhances accessibility to, and experience of, the full spectrum SFMFB services. 

• Maintain effective communication with partner agencies, participants, and staff regarding system and/or policy changes. 

• Monitor compliance with enrollment protocols, following up with staff, participants, and pantry representatives as necessary. 

What You Would Be Doing Right Now:

Level 2 Support (70%) 

Enrollment and Referral Coordination and Project Support 

• Develop and conduct trainings internally and externally for staff, partner agencies and volunteers. 

• Serve as the branch’s primary resource for knowledge of enrollment policies, procedures, and practices. 

• Manage scheduling, support planning and execution of off-site neighborhood pantry enrollment events for the Participant Enrollment and Customer Service branch. 

• Provide adequate technical support and feedback to partner agencies to ensure compliance enrollment protocols. 

• Coordinate program logistics with other programs and operations staff, which includes scheduling, training, negotiating, and driving decisions with different stakeholders. 

• Develop forms, training documents, and procedures to establish and maintain accurate records and timely communication between agencies, the Food Bank, and participants. 

• Help develop and maintain effective participant record keeping systems. 

• Support Bilingual Program Associates with escalated participant concerns that they do not have the skills or knowledge to address on their own 

• Escalate participant concerns to Program Manager, as needed. 

• Allocate Zendesk tickets and tasks to Bilingual Program Associates. 

• Project support and/or leadership. 

Level 1 Support (30%) 

Participant Enrollment and Referral 

• Screen participants for all Food Bank services. 

• Enroll participants in food pantries and home-delivered grocery services. 

• Refer participants to other Food Bank services (CalFresh, SFP, EFB) and external social services. 

• Efficiently and accurately update and manage paper and electronic participant records. 

• Monitor compliance with enrollment protocols, communicating the appropriate follow-up with participants and social service providers directly or reporting partner agency discrepancies to Bilingual Program Coordinator, as necessary. 

Customer Service 

• Provide customer service and respond to questions, complaints, and concerns of community members (participants, agencies, social workers, etc) and promptly and professionally. 

• Respond to inbound calls/voicemails, emails, and texts in a timely manner.   

• Use technical tools (Zendesk, Excel, CRM, etc) to document participant interactions. 

• Apply de-escalation techniques to emotionally escalated interactions. Ask for support from Program Manager, as needed. 

Other Program Support 

• Problem solve and provide programmatic and customer service support to programs staff and agencies, as needed, including off-site responsibilities. 

• Support internal and external reporting and surveys. 

• Coordinate occasional mass mailings. 

• Participate in service improvement efforts.   

• Support inter- and cross-departmental projects that involve participant outreach and communication. 

• Other duties as assigned. 

What Else You Should Know:

REQUIRED EXPERIENCE:

• Two or more years of experience in the non-profit or social services sector working directly with clients facing multiple barriers to receiving services. 

PREFERRED EXPERIENCE:

• Experience using customer support ticketing software highly preferred. 

KEY KNOWLEDGE, SKILLS, & ABILITIES:

• Fluency in English, receive a level 9 score on the verbal assessment and a level 8 score on the written assessment.  

• Fluency in Spanish AND/OR Cantonese, receive a level 9 score on the verbal assessment and a level 8 score on the written assessment.  

• Pass the following tests: Professional Writing; Data Accuracy and Speed; and Project Management.  

• Intermediate computer skills and ability to quickly learn new computer software with training. 

• Experience implementing customer support ticketing software highly preferred. 

• Experience developing and documenting business processes. 

• Experience developing training materials and training a team with multiple learning styles. 

• Extensive experience in resolving conflicts by listening, communicating calmly and respectfully to the satisfaction of client. 

• Cultural awareness and sensitivity in working with community members from diverse backgrounds 

• Knowledge of service delivery system in San Francisco and Marin. 

• Ability to adhere to safety and standard operating procedures. 

• Ability to comply with the Food Bank’s confidentiality policies and procedures at all times. 

• Dependable and able to accommodate occasional evening or weekend work when needed. 

• Ability to perform clerical and computer work temporarily in a variety of off-site and physical arrangements.  

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

This position is set in a hybrid environment. The physical and environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

POSITION COVERD BY OPEIU LOCAL 29 BARGAINING UNIT.

SALARY The position is non-exempt full-time. The starting salary for this position ranges from $32.31-33.31 with exact salary depending on experience.

BENEFITS All positions are offered generous holiday and sick time as well as retirement savings. This position also qualifies for medical, dental, life, long-term disability, and vacation time.

The San Francisco-Marin Food bank is an Equal Opportunity Employer and we value having staff who come from communities that we serve. We especially encourage people of color, folks from the LGBTIA2 community, and people with disabilities to apply. In accordance with and support of the San Francisco Fair Chance Ordinance, we encourage formerly incarcerated individuals and those with arrest and conviction records to apply.

Qualifications

Salary : $32 - $33