Community Access Manager

Greater Cleveland Food Bank Inc•Cleveland, OH

12d•Onsite

About The Position

The Community Access Manager supports and provides strategic and operational leadership for Community Resource Center (CRC) service access and navigation, ensuring neighbors receive exceptional customer service and seamless connections to food, benefits, and essential wraparound services. The position oversees the Community Access Team, onsite partner coordination, volunteer engagement, and key relationships—including JFS—to prioritize efficient access to SNAP and other public benefits. Working closely with CRC leadership, partners, IT, Communications, and Data & Outcomes teams, the role strengthens programming, technology, and data-driven decision-making to enhance the neighbor experience and measure impact. The position also leads SNAP outreach and benefits access efforts at the CRC, using neighbor experience and stories to inform decision makers and highlight challenges and opportunities. This position oversees a team of 5 and reports to the Director of the Community Resource Center @ S. Waterloo.

Requirements

Bachelor's degree (B. A.) from four-year college or university
three to five years of experience in the field of public benefits
understanding of the Supplemental Nutrition Program.
Strong diplomacy, writing, interpersonal communication, organizational and computer skills required.
This position requires strong attention to detail, ability to work in a team atmosphere, motivate volunteers and manage a flexible schedule.

Nice To Haves

Previous non-profit experience preferred.

Responsibilities

Oversees the Community Access Team including access desk protocols and procedures, ensuring that neighbors receive exceptional customer service and helpful service coordination.
Leads efforts to educate and connect neighbors to resources available to them at the CRC.
Oversees JFS onsite relationship at CRC to streamline procedures and increase efficiency. Ensure that access to SNAP and other benefits are a priority service to neighbors.
Works closely with Volunteer Experience to ensure that volunteer lobby hosts are engaging with neighbors and providing excellent service and helpful navigation.
Manages efforts to develop strategic CRC visiting partnerships to connect neighbors with other community organizations who can help our neighbors with a focus on health care, housing and employment. Responsible for managing partner MOUs.
Supports strong communication between the GCFB and CRC partner organizations; participates and helps to coordinate monthly partner meetings
Works with the Director of the CRC to evaluate and coordinate meaningful programming that best services the needs of our neighbors.
Work with IT Department to implement ongoing technology upgrades to enhance neighbor experience, data collection and efficiency.
Collaborates with access team members and the communications team to create monthly resource calendar as well as market and partner materials. Ensures that information about the CRC is accessible to the organization and to neighbors regularly through multiple and diverse channels.
Works closely with the Root Cause Coordinator for Workforce to closely track the impact of employment related services provided by CRC partners
Works closely with the Data and Outcomes team to track neighbor engagement with onsite and visiting partner services to make data driven decisions and to evaluate the impact of the CRC model.
Engages and trains a network of external community assisters to increase benefit access to underserved communities.
Supports Strategic Planning efforts and goal execution as it relates SNAP and CRC access for eligible neighbors
Provides ongoing education for GCFB staff focused on neighbor service on current SNAP and public benefit policy guidelines and ODJFS processes.
In partnership with the Advocacy department, provides recommendations for the development and curriculum for GCFB’s Neighbor Advocacy Committee;
Coordinates and participates in external trainings on SNAP and other public benefits, including supporting benefits outreach to returning citizens.
Works with the Ohio Association of Food Banks and statewide community advocates to identify local SNAP access issues in our state; elevate neighbor stories and challenges
Works with all local JFS offices to understand local processes and elevate access issues for community members, including challenges with technology
Works with the Communications and Advocacy teams to provide recommendations for educational materials related to SNAP access.
Maintains required job knowledge and skills and core professional competencies. Attends and participates in required educational programs and staff meetings.
Support organizational and external events at the Community Resource Center.
Participate in one of the following: LEAN council, a kaizen or 5S campaign to support continuous improvement and improved processes within the food bank.
Performs other duties as assigned.