Member Services Bilingual [Spanish/English] Coordinator

Pike Market Senior Center & Food Bank•Seattle, WA

3d•Onsite

About The Position

The Bilingual Member Services Coordinator is the welcoming; steady presence seniors count on when they walk through our doors. PMSC members value working with someone who brings life experience, patience, and genuine respect to every interaction — someone who understands that trust is built through consistency. This role serves as a primary point of contact for members in both English and Spanish: providing agency information, offering interpretation as needed, answering questions, connecting members with resources, problem-solving, promoting a safe communal atmosphere, and calmly de-escalating potential conflicts. As part of the Member Services team, the Coordinator contributes to a positive member experience by assisting with requests for help (e.g., information, resource navigation, technology support), and activity programming including co-escorting field trips. This position collaborates closely with the rest of the Member Services team and interacts regularly with other agency departments, such as the Meals Program, Social Services, and the Pike Market Food Bank team.

Requirements

Bilingual in English and Spanish (written and spoken), including interpretation skills.
Several years of experience in social services, customer service, healthcare, hospitality, or a related field, with a demonstrated ability to maintain professional boundaries while working with diverse populations, including individuals experiencing homelessness and/or mental illness.
A calm, steady, and fair-minded presence under pressure, with well-developed conflict resolution and crisis response skills gained through real-world experience.
Excellent written and verbal communication skills.
Excellent problem-solving, organizational, and prioritization skills, with the ability to manage multiple needs simultaneously; adaptable and flexible in a fast-paced, ever-evolving environment.
Collaborative team player who works well with coworkers and supervisors in a dynamic environment.
Strong organizational skills and a proven track record of reliable, on-time attendance.
Must be able to work the required Thursday–Monday schedule, including both Saturday and Sunday, without exception.
Comfort with computers and data entry, including the ability to accurately and consistently document member interactions in Salesforce (or a similar database), along with a strong sense of professionalism and discretion in handling members' confidential information.
Familiarity with resources available to low-income seniors, and the resourcefulness to research additional information as needed; willingness to ask questions and continue learning.
A friendly, patient, and genuinely warm demeanor, with a real interest in building relationships with older adults.
An associate's degree in a related field, or equivalent life and work experience in a social services setting, is required.
Able to obtain a Washington State Food Worker Card and CPR/First Aid certification.

Responsibilities

Serve as a visible, predictable, respectful, and grounded point of contact, providing consistent agency information in English and Spanish and offering interpretation services as needed.
Support and advise the Member Services team on cultural best practices where applicable.
Maintain clear, proactive communication through announcements, flyers, and one-on-one conversations so members are informed about policies and opportunities.
Welcome and orient new members, helping them feel a genuine sense of belonging.
Proactively engage members to foster a sense of community.
Cultivate a warm, respectful atmosphere while consistently and kindly maintaining behavioral norms.
Proactively de-escalate tension between members using established safety protocols, remaining calm and solution-focused in difficult situations.
Draw on sound judgment and steady interpersonal skills to set appropriate boundaries and manage expectations.
Empower members to engage with activities and connect with one another.
Lead and co-facilitate social activity programs in both English and Spanish (e.g., conversation group, game club, field trips, exercise class, etc.).
Assist members in navigating various social services resources to meet their needs, including assessing and understanding their unique situation, providing information and referrals to outside services, and assisting when possible.
Accurately and promptly document member interactions, activities, and assistance provided (e.g., resource referrals, information requests, interpretation services) in Salesforce.
Actively listen to members to understand their interests and gather feedback through formal and informal surveys, focus groups, and by monitoring suggestions.
Collaborate with the Member Services team to assess program effectiveness and incorporate member input into future initiatives.
Maintain regular, reliable, and punctual attendance in accordance with the posted schedule.
Assist with administrative operations as needed, including supply management and coordination with other departments; follow instructions as assigned and perform other related duties as needed.
Have fun in a unique community environment!