Program Specialist -Reception/Resource Navigator

Community Services and Employment Training•Earlimart, CA

4d•Onsite

About The Position

The Program Specialist serves as the first point of contact for individuals and families visiting or contacting CSET’s rural community offices. The position provides front-desk reception, administrative support, and basic resource navigation to help community members identify and connect with available programs and services, including food assistance, employment services, housing resources, health and human services, and other basic-needs programs. The employee maintains current resource information, responds to general inquiries, refers individuals to appropriate CSET staff or outside service providers, and helps maintain an organized, welcoming, and professional office environment. The role requires professionalism, confidentiality, cultural sensitivity, and respect for people from diverse backgrounds, including those facing language barriers, transportation challenges, limited technology access, or other barriers to services. This is a part-time, non-exempt position eligible for overtime pay in accordance with California and federal law. Overtime requires prior supervisor approval. The work is typically performed in a standard office environment with little exposure to weather and no unusual physical abilities required.

Requirements

High school diploma or equivalent.
Current driver’s license.
One year of previous experience in reception, customer service, clerical support, community services, or a related field is preferred.
Ability to communicate professionally in person and by telephone.
Basic computer skills, including email, data entry, and common office applications.
Ability to organize information, maintain accurate records, and follow established procedures.
Ability to communicate respectfully with people from diverse cultural, economic, and language backgrounds.
Ability to maintain confidentiality and exercise sound judgment when handling customer information.
Ability to work independently on routine assignments and seek guidance when needed.
Strong customer service and interpersonal communication skills.
Clear verbal and written communication skills.
Organization, attention to detail, and accurate recordkeeping.
Basic problem-solving and resource research skills.
Ability to manage multiple tasks and prioritize customer needs.
Respect for confidentiality, diversity, and individual dignity.
Ability to recognize the limits of the position and refer complex questions to appropriate staff.
Willingness to learn CSET programs, office procedures, and community referral resources.
Must have the visual ability to perform detailed work at close distances, such as viewing computer screens.
Must be able to sit for long periods.
Must be able to bend, stoop, and reach.
Must be able to perform substantial movements of the wrists, hands, and/or fingers.
Must be able to exert physical effort in light work involving lifting, carrying, pushing, and pulling.
Must be able to read, understand, and explain various forms and written material.

Nice To Haves

Bilingual communication skills in English and Spanish.
Experience working in a rural community office, nonprofit organization, family resource center, or social services setting.
Familiarity with Tulare County community resources and referral networks.
Experience maintaining resource directories, tracking referrals, or assisting individuals with accessing public or community services.

Responsibilities

Greet visitors and provide a welcoming, respectful, and professional first point of contact.
Answer incoming telephone calls, respond to general inquiries, take accurate messages, and direct calls to appropriate staff.
Assist walk-in customers in identifying the purpose of their visit and connecting with the appropriate CSET program or staff member.
Maintain the reception area, visitor information, sign-in procedures, and general office organization.
Follow established office procedures, including assigned opening and closing duties.
Schedule appointments or assist with appointment coordination when authorized.
Communicate office hours, service availability, and general program information accurately.
Help individuals and families identify community resources based on their stated needs.
Maintain and use current resource directories, referral lists, program information, and community resource binders.
Provide information about food distribution, emergency assistance, housing resources, employment services, copies and faxes, and other basic-needs resources.
Contact community organizations or service providers when appropriate to confirm service availability, hours, eligibility requirements, required documents, and referral procedures; update information in each office’s Service Binder.
Refer individuals to appropriate CSET program staff, partner agencies, or other service providers.
Provide information clearly, respectfully, and in a culturally responsive manner, including Spanish-language assistance.
Document referrals and customer contacts according to established procedures and privacy requirements.
Follow up on referrals when assigned and help individuals understand next steps for accessing services.
Recognize requests requiring specialized assistance and promptly refer individuals to qualified program staff.
Maintain organized resource materials, brochures, forms, and community service information.
Assist with data entry, copying, scanning, filing, appointment logs, and other routine administrative tasks.
Maintain accurate records of calls, visitors, referrals, and services provided as required.
Update office resource binders and electronic resource directories.
Support outreach activities, community announcements, and distribution of approved program information as assigned.
Communicate recurring service gaps, community needs, and resource availability concerns to the supervisor.
Protect confidential and sensitive customer information and follow CSET policies and applicable privacy requirements.
Collect only information necessary for authorized duties and avoid discussing private customer information in public areas.
Follow procedures for difficult interactions, safety concerns, emergencies, and customer complaints.
Treat all individuals fairly and respectfully, without discrimination or judgment.
Avoid guaranteeing benefits, eligibility, appointments, or services before confirmation by the responsible program or service provider.
Maintain professional boundaries and refer eligibility determinations and specialized case-management matters to authorized staff.
Communicate customer needs, referral concerns, and operational issues to the supervisor or designated staff.
Coordinate with CSET program personnel to direct customers to appropriate services.
Follow office procedures and participate in training and staff meetings as assigned.
Complete assigned duties within the approved temporary work schedule.