Community Connections Resource Coordinator

Description

At Greater Pittsburgh Community Food Bank, we're committed to diversity, equity, and inclusion. Our organization grows and succeeds when all members of the community, where we live and serve, have a seat at the table to help us ensure all of our neighbors have enough to eat. We invite candidates from all diverse backgrounds, including but not limited to race, gender, sexual orientation, abilities, etc., to join our team.

Job Summary

The Community Connections Resource Coordinator offers front-line help to those that reach out to the Food Bank seeking food assistance. Through compassion, empathy, and active listening, the Resource Coordinator connects people in need not only with food assistance programs, but also with resources in the community beyond food that could be helpful. The Resource Coordinator will also work in-person at The Market (the Food Bank’s onsite food pantry), and potentially other locations in the community, to connect people to resources/partners to help them with food and other areas where support is needed, such as employment, housing/utilities, transportation, health, and financial stability.

Key Responsibilities

Primary Responsibilities for the Call Center (approximately 80% of time):

• Provide incoming callers with the most current and accurate information for all food assistance programs and for other community resources
• Refer clients to available resources by following specified written telephonic protocols
• Complete over the phone prescreening for various programs and provide application assistance as needed
• Listen, assess and troubleshoot issues related to accessing food assistance programs as needed
• Complete any surveys over the phone as required
• Highlight any resources beyond food to callers as required
• Complete all follow-up procedures required to maintain client records and data collection
• Adhere to all outlined protocols regarding security and confidentiality to protect personal client information
• Provide excellent customer service on all phone calls
• Communicate clearly and listen effectively to determine what programs and resources best meet the caller’s needs
• Support all Food Bank team members to guarantee success
• Complete filing, mailing and clerical tasks as needed
• Attend staff meetings and other meetings as required
• Become knowledgeable about all programs at the Food Bank to provide accurate information to community members
• Other duties as assigned

Primary Responsibilities for In-Person (approximately 20% of time):

• Provide in-person intakes, assessments, and surveys as required
• Help individuals sign-up for food assistance programs at time of service
• Provide referrals to resources beyond food as needed
• Conduct follow-up outreach over the phone to individuals that are referred to resources beyond food to see if they got connected to those resources and what other help may be needed
• Conduct any surveys during follow-up calls as required
• Provide excellent customer service to all clients, and treat everyone with compassion, dignity, and respect
• Become knowledgeable about all programs at the food bank to provide accurate information to community members
• Other duties as assigned by supervisor

Requirements

• Be patient and “keep cool” with difficult and/or emotional callers
• Able to meet crises calmly, solve problems, maintain attention to detail and accuracy
• Able to deliver information to a variety of audiences
• Able to work on a team and interact effectively with individuals of diverse backgrounds, experiences, and personalities
• Able to work with a minimum of supervision and show appropriate levels of initiative
• Able to work in a rapidly changing environment and process a lot of information quickly
• Able to listen to stories of people in hard circumstances and provide the best help possible, all the while showing understanding and compassion
• Able to practice self-care in the face of compassion fatigue
• Possess an Associate’s degree or higher
• Have a minimum of two years of experience in direct service within social/human service organizations and/or sales experience
• Be available to work evenings and weekends as needed during a 40-hour work week
• Be highly comfortable working with technology and MS Office: i.e. Teams, Sharepoint, Word, Excel, Outlook
• Has strong interpersonal, time management and organizational skills
• Has excellent verbal and written communication skills
• Act 33&34 Clearances
• FBI clearance

Preferred:

• Bachelor's degree
• Be familiar with Salesforce
• Bilingual in Spanish and English

Disclaimer 

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities, duties, and qualifications required of employees assigned to this job.