Bilingual Program Coordinator, Participant Enrollment and Customer Service (34400

Bilingual Program Coordinator, Participant Enrollment and Customer Service

Salary Range $32.31 - $33.31 Hourly

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.

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.

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

• Collaboration and Teamwork
• Values Differences
• Customer Focus
• Judgement
• Self-Awareness and Professionalism
• Delivers Commitments

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.

Level 2 Support (70%)

• Enrollment and Referral Coordination and Project Support
• Participant Enrollment and Referral
• Customer Service
• Other Program Support

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…