Bilingual Client Access Specialist

San Diego LGBT Community Center • San Diego, CA

1d • $23 - $25 • Onsite

About The Position

The Bilingual Client Access Specialist anchors The Center’s Welcome Desk and serves as a first point of contact for clients, visitors, volunteers, and guests. The role greets and checks in visitors, responds to calls and emails, identifies immediate needs, and connects people to Center programs or appropriate community resources. The specialist uses a whole-person, trauma-informed approach and makes warm handoffs to program staff whenever possible.

The Welcome Desk is the primary post. The specialist cross-trains with Crisis Services within 60 days of hire and may cover Crisis Services shifts when Welcome Desk capacity allows. In that capacity, the specialist provides Spanish-language support and follows crisis-service protocols. The role also monitors the facility, supports client safety, opens and closes the facility on assigned weekday evenings and rotating Saturdays, and onboards, schedules, trains, and coaches Volunteer Ambassadors. The position reports to the Senior Manager of Welcome Services; on Crisis Services coverage shifts, it reports to the Crisis Services Manager.

The schedule begins at 20 hours per week and is expected to move to full-time about 60 days after hire. Hours vary Monday through Saturday, including weekday closing shifts through 8:00 p.m. and rotating Saturday shifts from 9:00 a.m. to 5:30 p.m.; schedules may change occasionally for operational needs. This is a regular, non-exempt position. Compensation is $23.00–$25.00 per hour, commensurate with experience.

Requirements

• At least one year of experience in customer service, front desk or reception work, or community-based social services.
• Verbal and written fluency in English and Spanish.
• Knowledge of current issues and trends affecting LGBTQ+ communities and the other communities served by The Center.
• Understanding of trauma-informed, client-centered care, including recognizing crises and using de-escalation strategies.
• Strong verbal and written communication, active listening, empathy, conflict resolution, and interpersonal skills.
• Strong organizational and record-keeping skills, ability to manage multiple tasks as priorities shift, and proficiency in Microsoft Office Suite.
• Ability to protect sensitive client information and follow HIPAA requirements and The Center’s privacy procedures.
• Availability for varied weekday, evening, and rotating Saturday hours.
• Willingness to complete Welcome Services and Crisis Services cross-training and training on The Center’s Law Enforcement Response Protocols.

Nice To Haves

• Experience in a high-volume setting.
• Associate degree or higher.
• Experience with resource navigation, referrals, or crisis response.
• Experience supporting or supervising volunteers.
• Experience working with or serving LGBTQ+ or immigrant communities.
• Familiarity with San Diego County social services and community resources.
• Training in de-escalation, Mental Health First Aid, or domestic violence response.

Responsibilities

• Greet clients, visitors, volunteers, and guests; check clients in for scheduled services; and direct walk-ins to the appropriate program or staff member.
• Answer calls during open hours and return voicemails and emails within one business day.
• Schedule relevant services and manage internal reservations for community rooms, the private client meeting office, library, and auditorium.
• Open and close the facility on assigned weekday evenings and rotating Saturdays, following established procedures.
• Keep the electronic Welcome Hub, TV screen updates, bulletin boards, and resource displays accurate and current.
• Screen walk-in and phone clients for immediate needs, including food, shelter, clothing, transportation, and safety.
• Connect clients to Center programs or vetted community resources, make warm handoffs whenever possible, and document contacts, referrals, and handoffs in the client data system within 24 business hours.
• Review and update the community resource and referral list quarterly.
• Complete Crisis Services cross-training within 60 days of hire and provide initial support to clients in crisis at the Welcome Desk until Crisis Services staff take over.
• On Crisis Services coverage shifts, follow safety, confidentiality, emergency response, and documentation protocols; help clients access basic needs; provide Spanish-language support; and brief the Crisis Services Manager at shift end.
• Walk and monitor the Cyber Center, common areas, patio, and parking lot at least four times per shift for safety, appropriate use, and upkeep.
• Use de-escalation skills, involve Crisis Services, the manager on duty, or emergency services when needed, and explain and enforce Center policies respectfully.
• Complete Law Enforcement Response Protocols training before the first independent Welcome Desk shift; follow the protocols, protect client privacy and safety, alert designated leadership, and confirm protocol guidance and contact information are available at each shift’s start.
• Brief Volunteer Ambassadors on law enforcement response protocols during onboarding and refresh Ambassadors and Welcome Desk teammates quarterly.
• Submit incident reports before the end of the shift, report law enforcement or government agent visits to the Senior Manager of Welcome Services, and report maintenance issues and immediate safety hazards promptly.
• Onboard and train Volunteer Ambassadors, publish their monthly schedule, keep four-hour shifts filled, coach Ambassadors, and report progress during weekly check-ins.
• Maintain professional boundaries with volunteers and staff and coordinate with the Volunteer Services Manager as needed.
• Coordinate client handoffs, share information, and cover for teammates as approved by the supervisor as part of the integrated Welcome Desk and Crisis Services team.
• Promptly update the Senior Manager of Welcome Services about staffing needs, client concerns, and safety issues.
• Attend Welcome Services and Crisis Services team meetings, complete required training by assigned deadlines, and perform other reasonable duties as assigned.

Benefits

• 401(k) retirement plan with company match.
• Full medical, dental, vision, and chiropractic health coverage.
• Optional out-of-pocket coverage for spouses, domestic partners, and dependent children.
• Generous vacation and holiday benefits.
• Professional training and development experiences.
• Opportunities for promotion and advancement.
• Competitive pay scales.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed