Food Connection Outreach Specialist

Second Harvest of Silicon Valley•San Jose, CA

8d•$34 - $36•Hybrid

About The Position

The Food Connection Outreach Specialist plays a vital role in advancing Second Harvest’s mission to end hunger by connecting neighbors in need with food resources and supportive services. This position serves as a primary point of contact for clients seeking assistance and provides compassionate, accurate, and timely support through phone-based services and scheduled in-person outreach events. The Specialist conducts food assistance screenings, CalFresh prescreening, and application assistance while connecting clients to Second Harvest food programs and other community resources. This role supports both direct clients and individuals referred through the Community Outreach Partner Network. The Specialist assesses client needs, provides appropriate referrals, maintains accurate records, and ensures clients receive the information and support needed to access available benefits. Success in this role requires strong communication skills, attention to detail, cultural awareness, and the ability to develop and maintain knowledge of Second Harvest programs, CalFresh eligibility guidelines, policies, and application requirements. The ideal candidate is able to communicate effectively with diverse communities, gather and document accurate information, and provide client support by phone, in person, and through written communication in both English and a second language. The Specialist must also be comfortable using technology tools and databases to support client intake, documentation, referral tracking, and application assistance.

Requirements

Bachelor’s degree from an accredited college or university in a related field; equivalent combination of education, training, and relevant work experience will be considered.
Bilingual proficiency in a needed language (English/Spanish, English/Vietnamese, English/Chinese, English/Russian, or English/Tagalog).
Strong verbal and written communication skills, with the ability to effectively communicate, document, and provide client support in English and a second language.
Experience providing customer service, intake, referral services, or benefits assistance in a call center, nonprofit, healthcare, government, or community-based setting is preferred.
Understanding of the challenges and barriers faced by individuals and families experiencing food insecurity or economic hardship, with the ability to provide compassionate, respectful, and culturally responsive service.
Ability to maintain client confidentiality, establish professional boundaries, manage sensitive conversations, assess client needs, and provide accurate information and referrals.
Proficiency with technology tools, databases, and software applications used for client intake, case documentation, referral tracking, and application assistance.
Strong organizational skills with the ability to follow procedures, manage multiple priorities, meet deadlines, and maintain accuracy in data entry, documentation, reporting, and client records.
Ability to work independently and collaboratively in a fast-paced environment while maintaining a commitment to high-quality, client-centered service.

Responsibilities

Answer high-volume inbound calls and respond to client inquiries and partner referrals in a timely, professional, and client-centered manner.
Conduct outbound calls to follow up on inquiries, referrals, and assigned client cases.
Connect community members to food resources, supportive services, and community referrals primarily by phone and occasionally through scheduled in-person outreach events and off-site locations.
Conduct client intake, screenings, needs assessments, and eligibility reviews to determine appropriate services and referrals.
Educate clients about Second Harvest food programs, CalFresh, and other available community resources.
Provide CalFresh prescreening, application assistance, enrollment support, or appointment scheduling as appropriate.
Use established procedures, resources, and program guidelines to troubleshoot client concerns and support timely resolution.
Accurately document client interactions, referrals, and services provided in organizational database systems.
Identify and report client trends, service outcomes, client experiences, and barriers affecting access to food programs and benefits.
Maintain current knowledge of Second Harvest programs, CalFresh policies, eligibility requirements, and community resources.
Collaborate with internal teams and community partners to improve service delivery and support organizational goals.
Perform other duties and special projects as assigned.