Neighbor - Temporary Specialist

Position: Neighbor Support - Temporary Specialist Role
GENERAL DESCRIPTION:

Neighbors across Cook County regularly contact the Food Depository with questions about food access, public benefits, and volunteer opportunities. The Specialist will provide high-quality, values-aligned service to all neighbors as their initial point of contact with the Food Depository, connecting them with appropriate support and resources. Activities include pre-screening for public benefits eligibility, information dissemination, training, referral support, and data tracking.

In addition, the Specialist will use software systems such as a client CRM and a call center.

KEY RESPONSIBILITIES AND

ESSENTIAL FUNCTIONS:

* Provide quality customer service with a courteous and approachable demeanor and holistic focused neighbor support, both in-person and via telephone.

* Accurately assess caller's needs and screen for services and programs according to Standard Operating Procedures (SOP).

* Maintain ownership of calls throughout the lifecycle of a caller's request, including follow-ups.

* Deliver on key performance indicators (KPIs) and organizational goals.

* Use Neighbor CRM metrics/tracking tool and assist with reporting as needed.

* Document neighbor calls correctly into relevant technology platforms, including the Neighbor CRM tool.

* Maintain accurate case files and client records.

* Respect and maintain client confidentiality.

* Demonstrate a willingness and ability to work with challenging callers.

* Connect, screen and refer neighbors to other stabilizing resources and services, such as WIC, Medicaid, emergency financial assistance, food pantries, employment services, and other.

* Provide administrative support for the submission of benefits applications and supporting documentation, as assigned.