Neighbor Support Specialist

General Description:

Neighbors across Cook County regularly contact the Food Depository with questions about food access, public benefits, volunteer opportunities, and to support neighbors receiving direct support from the Food Depository. The Specialist will provide high-quality, value-aligned service to all neighbors as their initial point of contact with the Food Depository, connecting them with appropriate support and resources. The Specialist will connect neighbors with the Supplemental Nutrition Assistance Program (SNAP), as well as educate and connect neighbors to other critical resources, including Medicaid, the Special Supplemental Nutrition Program for Women, Infants, and Children Women (WIC), and home delivery services.

Activities include pre-screening for eligibility, application assistance, information dissemination, onboarding support, training, referral support, and data tracking. In addition, the Specialist will collaborate across teams to pilot and implement new systems and tools such as client CRM, call center, and program and partner CRM.

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.

Recommend improvements for systems and processes to boost organizational efficiency.

Monitor referral partners to ensure quality experience beyond the Food Depository and adjust as needed.

Provide cross-functional support to Benefits, Home Delivery, and other neighbor-facing teams throughout the neighbor journey as assigned, including but not limited to screening, enrolling, onboarding, order management, and the overall client lifecycle.

Initiate and organize projects while maintaining flexibility in answering calls.

Respect and maintain client confidentiality.

Demonstrate a willingness and ability to work with challenging callers.

Collaborate cross-department to address service issues or program improvements as they arise

Maintain strong knowledge of public benefits, Food Depository programs, and external referral partnerships as assigned and stay informed about policy and procedure changes

Participate in internal meetings at the Food Depository related to local SNAP and Medicaid program developments and issues.

Demonstrate initiative by identifying and pursuing projects, while ensuring follow-through and completion.

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

Represent the Food Depository in a number of settings, internally and externally with partners.

Assist neighbors with completing SNAP and Medicaid applications and WIC referrals, as assigned.

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

Qualifications2 years of customer service experience required.

Highly developed sense of integrity and commitment to customer satisfaction

Ability to communicate diplomatically and professionally in both verbal and written forms

Pleasant, patient, and friendly attitude, along with great listening skills

Stellar organizational and multi-tasking skills with…