Bilingual Client Access Specialist

San Diego LGBT Community Center • San Diego, CA

10d

About The Position

The Bilingual Client Access Specialist anchors The Center’s Welcome Desk and provides a welcoming, trauma-informed first point of contact for clients, visitors, volunteers, and guests. The position reports to the Senior Manager of Welcome Services and is primarily based at the Welcome Desk, with cross-training to support Crisis Services when Welcome Desk coverage and capacity allow. The role connects clients with Center programs and vetted community resources, screens for immediate needs, and coordinates warm handoffs. On approved Crisis Services coverage shifts, the employee reports to the Crisis Services Manager and provides Spanish-language support to clients and staff.

The position also supports facility safety, monitors shared spaces, responds to tense situations using de-escalation skills, and follows privacy and law-enforcement response protocols. Responsibilities include onboarding, scheduling, training, and coaching Volunteer Ambassadors, as well as opening and closing the facility on assigned weekday evenings and rotating Saturdays.

The schedule starts at 20 hours per week and transitions to full-time about 60 days after hire. Hours vary Monday through Saturday, including weekday closing shifts until 8:00 p.m. and rotating Saturday shifts from 9:00 a.m. to 5:30 p.m.; the schedule may occasionally change to meet operational needs. This is a regular, non-exempt position, with pay of $23.00 to $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 the ability to recognize a crisis and use 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 MS 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; supporting or supervising volunteers; or 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, completing required procedures.
• Keep the 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 with Center programs or vetted community resources, make warm handoffs whenever possible, and document client 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; recognize crises at the Welcome Desk, provide initial support, and connect clients immediately with Crisis Services staff.
• On approved Crisis Services coverage shifts, follow Crisis Services 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 fairly and 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 verify protocol guidance and contact information at the start of every shift.
• Brief Volunteer Ambassadors on law-enforcement response protocols during onboarding and refresh Ambassadors and Welcome Desk teammates quarterly.
• Submit accurate 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 safety hazards as required.
• Onboard and train Volunteer Ambassadors, publish their monthly schedule, ensure four-hour shifts are covered, coach Ambassadors, and report on progress during weekly check-ins.
• Maintain professional boundaries and coordinate with the Volunteer Services Manager as needed to onboard, train, and mentor Welcome Services volunteers.
• Coordinate with Welcome Desk and Crisis Services teammates, share information, cover for teammates as approved, and ensure consistent client handoffs.
• Update the Senior Manager of Welcome Services promptly about staffing needs, client concerns, and safety issues; attend team meetings and complete required training by assigned deadlines.
• Perform other reasonable duties as assigned.

Benefits

• 401(k) retirement plan with company match.
• Medical, dental, vision, and chiropractic health coverage.
• Optional out-of-pocket coverage for spouses, domestic partners, and dependent children.
• 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