Bilingual Intake Supervisor

Special Olympics Northern California•Pleasant Hill, CA

7h•$31 - $31•Onsite

About The Position

The Bilingual Intake Supervisor is responsible for coordinating the intake and processing of athlete and volunteer applications while delivering exceptional customer service to athletes, families, volunteers, and community members of Special Olympics Northern California. This position oversees the day-to-day administration of online application workflows, supports participant onboarding, and ensures timely, accurate, and confidential processing of athlete and volunteer applications. Serving as the primary point of contact for application and participation inquiries, the Intake Supervisor provides guidance throughout the registration process, troubleshoots application-related issues, and works collaboratively with staff to ensure a positive participant experience. This role oversees the Athlete Intake Team in coordinating intake-related projects, managing workflows and data, and identifying opportunities to improve application processing, participant support services and communications. Working collaboratively with the Athlete Intake Team and other staff, this role helps improve application processes, supports seasonal registration initiatives, develops intake procedures, and assists with reporting and administrative projects. This position also serves as a Spanish-speaking resource for athletes and their families, providing translation and interpreter services as needed for SONorCal written and verbal communications. The Intake Supervisor performs outreach to Spanish-speaking communities to increase awareness of and access to SONorCal programs and services. This position also provides operational support for events and other organizational initiatives throughout the year.

Requirements

Minimum of two years of administrative, customer-service, intake or related experience.
Fluency in English and Spanish,with strong verbal and written communication skills in both languages.
Must have reliable transportation to the Pleasant Hill office.
Ability to effectively interpret and translate information between English and Spanish.
Excellent interpersonal, prioritization, written, verbal, and time management skills.
Intermediate skills with Microsoft Office (Word, PowerPoint, Excel, Outlook, Teams)
Experience using databases or CRM systems; Salesforce experience preferred.
Exceptional attention to detail and accuracy when processing information and maintaining records.
Demonstrated ability to manage multiple priorities, meet deadlines, and work effectively in a high-volume environment.
Proficiency with online platforms and the ability to quickly learn and adapt to new technology and system.
Knowledge of standard office procedures (use of copy machines, postage machines, preparing packets, etc) and telephone etiquette.
Ability to work independently as well as collaboratively on a team.
Ability to work evenings, weekends, and special events as needed.
Commitment to and passion for the mission, values, and inclusive culture of SONorCal.

Nice To Haves

Salesforce experience preferred.

Responsibilities

Serve as a primary point of contact for athletes, families, volunteers, and community members regarding applications.
Manage shared inboxes and phone queues related to athlete and volunteer applications and participation.
Respond to general inquiries regarding programs, registration, volunteer opportunities, and application requirements via phone, email, and in-person.
Provide timely, professional, and compassionate customer service.
Troubleshoot application and account-related issues for athletes and volunteers.
Support families and participants through the onboarding and application process.
Recommend improvements to participant communications and collaborate with staff across departments to ensure smooth communication and participant support.
Oversee the athlete and volunteer application intake process.
Review completed applications and ensure required documentation is received and accurately recorded.
Communicate application status, outstanding requirements, and next steps to applicants.
Maintain and ensure athlete and volunteer databases have clean and reliable data.
Assist applicants in completing required forms and documentation.
Monitor application processing timelines and service level goals.
Develop, maintain, and document application processing procedures and workflows.
Ensure confidentiality and appropriate handling of participant information.
Work collaboratively with and provide day-to-day support to the Athlete Intake Team.
Suggest, assign, and assist with projects that improve the athlete intake process and participant onboarding experiences.
Develop project plans for seasonal application and sports registration campaigns.
Help identify workflow improvements and process efficiencies related to athlete intake.
Provide task and communication support to the intake staff.
Train new intake staff and volunteers on application procedures.
Serve as the primary Spanish-speaking contact for athletes and families.
Provide interpreter (verbal communication) support and translation (written communication) assistance to athletes and families as needed.
Draft emails, instructions, and participant communications in Spanish as instructed.
Collaborate with regional staff to ensure relevant information is accessible to Spanish-speaking participants and their families.
Support outreach and engagement to Spanish-speaking communities.
Provide administrative and operational project support to Volunteer Services
Assist with athlete and volunteer check-in, registration, and related event operations at major events.
Perform other duties as assigned.