Bilingual Program Associate, Participant Enrollment and Customer Service (32722)

San Francisco-Marin Food Bank•San Francisco, CA

7d•$29 - $30•Hybrid

About The Position

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 Associate, Participant Enrollment & Customer Service 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 Associate is responsible for participant enrollment and referral to the San Francisco-Marin Food Bank’s services. The Bilingual Program Associate is also responsible for providing excellent customer service and support to participants actively enrolled in services. Who We Are: The San Francisco-Marin Food Bank’s mission is to end hunger in San Francisco and Marin counties. We envision a community free of the root causes of hunger, where everyone has access to nutritious food of their choosing and is uplifted by a network of support. Together with more than 300 community partners, we work to address hunger head-on through a coordinated network of neighborhood food pantries, CalFresh enrollment, home-delivered groceries, and policy and advocacy efforts. We work with our community to provide food for people facing hunger today while working to end the hunger of tomorrow. This fiscal year, we are serving 36,000 households per week. Nearly 70% of what we distribute is fresh fruits and vegetables. Visit sfmfoodbank.org to learn more. Who You Are: To excel in this position, you will need to approach the work with the following habits and values: Collaboration and Teamwork Partners with others to contribute ideas, time, or energy to ensure a project or tasks success. Seeks assistance, as needed, and consistently volunteers assistance to colleagues. Acknowledges colleagues accomplishments and shares credit on collaborative work. Values Differences Respects and seeks to understand different perspectives. Is sensitive to cultural norms, expectations, and ways of communicating. Customer Focus Provides empathetic listening and proactive problem solving. Provides a positive participant experience and is thoughtful of participant needs. Exhibits clear and consistent communication with participants to uphold Food Bank programs policies. Judgement Recognizes when to escalate specific situations to the next higher level of expertise. Takes time to collect information, considers impact, and confirms details before making a decision. Seeks input from others or independently does more research to verify assumptions and information before accepting them. Self-Awareness and Professionalism Seeks feedback and is receptive to reflecting on and discussing strengths and weaknesses. Maintains professional boundaries with coworkers and participants, and acts with integrity. Delivers Commitments Follows through on commitments. Shows consistency between words and actions and takes responsibility for decisions, actions, and mistakes. What You Would Be Accountable for: The Bilingual Program Associate is accountable for the following key pieces of Level 1 enrollment and customer service work: Participant enrollment and referral over the phone, online, or via paper forms. Participant support and troubleshooting. Maintaining updated and accurate participant accounts in our database. Occasional project-based or ad-hoc on-site enrollment and referral support at neighborhood food pantries. Administrative tasks in relation to participants and their accounts (some tasks may be office-based). Compliance with policies and procedures of Food Bank programs. What You Would Be Doing Right Now: Participant Enrollment and Referral Screen participants for all Food Bank services. Enroll participants in food pantries and home-delivered grocery services. Refer participants to other Food Bank services (CalFresh, SFP, EFB) and external social services. Efficiently and accurately update and manage paper and electronic participant records. Monitor compliance with enrollment protocols, directly communicate the appropriate follow-up with participants and social service providers or report partner agency discrepancies to Bilingual Program Coordinator, as necessary. Customer Service Respond to questions, complaints, and concerns of community members (participants, agencies, social workers, etc) promptly and professionally. Respond to inbound calls/voicemails, emails, and texts in a timely manner. Use technical tools (Zendesk, Excel, CRM, etc) to document participant interactions. Apply de-escalation techniques to emotionally escalated interactions. Ask for support from Program Manager, as needed. Warm, welcoming experience to participants//positive experience for participants. Other Program Support Problem solve and provide programmatic and customer service support to programs staff and agencies, as needed, including off-site responsibilities. Support internal and external reporting and surveys. Coordinate occasional mass mailings. Participate in service improvement efforts. Support inter- and cross-departmental projects that involve participant outreach and communication. Provide administrative and other backend support for departmental needs. Other duties as assigned. What Else You Should Know: All internal candidates must apply using their Food Bank work email within 10 business days of posting to be considered. Applications submitted after 10 days are still welcome but may not be reviewed or afforded an interview, depending on the status of the selection process.

Requirements

1+ years of experience in the non-profit or social services sector working directly with clients facing multiple barriers to receiving services.
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: Data Accuracy and Speed.
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.
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 temporarily in a variety of off-site and physical arrangements.
Intermediate computer skills and ability to quickly learn new computer software with training.

Nice To Haves

Experience using customer support ticketing software required. Zendesk preferred.
Knowledge of service delivery system in San Francisco and Marin.

Responsibilities

Participant enrollment and referral over the phone, online, or via paper forms.
Participant support and troubleshooting.
Maintaining updated and accurate participant accounts in our database.
Occasional project-based or ad-hoc on-site enrollment and referral support at neighborhood food pantries.
Administrative tasks in relation to participants and their accounts (some tasks may be office-based).
Compliance with policies and procedures of Food Bank programs.
Screen participants for all Food Bank services.
Enroll participants in food pantries and home-delivered grocery services.
Refer participants to other Food Bank services (CalFresh, SFP, EFB) and external social services.
Efficiently and accurately update and manage paper and electronic participant records.
Monitor compliance with enrollment protocols, directly communicate the appropriate follow-up with participants and social service providers or report partner agency discrepancies to Bilingual Program Coordinator, as necessary.
Respond to questions, complaints, and concerns of community members (participants, agencies, social workers, etc) promptly and professionally.
Respond to inbound calls/voicemails, emails, and texts in a timely manner.
Use technical tools (Zendesk, Excel, CRM, etc) to document participant interactions.
Apply de-escalation techniques to emotionally escalated interactions.
Ask for support from Program Manager, as needed.
Problem solve and provide programmatic and customer service support to programs staff and agencies, as needed, including off-site responsibilities.
Support internal and external reporting and surveys.
Coordinate occasional mass mailings.
Participate in service improvement efforts.
Support inter- and cross-departmental projects that involve participant outreach and communication.
Provide administrative and other backend support for departmental needs.
Other duties as assigned.

Benefits

All positions are offered generous holiday and sick time as well as retirement savings.
This position also qualifies for medical, dental, life, long-term disability, and vacation time.

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