Description

This position is responsible for ensuring that the high standards of engagement and compassionate support of community members and volunteers occur daily by fully engaging with these diverse populations –assessing needs and offering a proactive response. This person will be a primary support for Spanish-speaking community members. This position involves very dynamic, active physical work associated with delivering program services and will interact with a diverse population of community members, often in distress, and will engage in assessment, de-escalation, and confident decision-making as needed.

Additionally, this position will provide support to first-floor lobby volunteers.

 We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills

Requirements

DUTIES/RESPONSIBILITIES

• Assess and assist Spanish and English-speaking individuals and families seeking assistance with immediate needs requests and work with them to determine options for increased stabilization through the connection to appropriate internal services and external referrals, and navigation to other services. 
• Provide services ( such as, but not limited to - benefit sign-ups, resource consultation conversations, and grocery shopping support) to community members in English and/or Spanish, and in some cases, provide interpretation for other staff members and volunteers. 
• Monitor building flow throughout all service areas, responding to immediate crisis situations and working directly with community members as the situation warrants. Engage in assessment, de-escalation, and decision-making as needed.
• Become proficient in, and support volunteers in the use of computer-based management systems and databases as applicable.
• Work in conjunction with other program services staff to ensure accurate data collection for all community members and services delivered.
• Support the training of first-floor volunteers as needed in their work with and in the delivery of programs. This may include assistance in the self-select grocery, in the clothing bank, and general support in building operations related to serving community members. 
• Maintain regular and consistent communication with program services and volunteer management staff and volunteers
• Document Incident Reports; identify and address safety issues, responding in accordance with established procedures.
• Maintain good working relationships with external community services providers.
• Communicate effectively about program activities, progress, and difficulties. This may include:
  • Providing support to other program services staff and volunteers during challenging and/or escalated situations. 
• Consistently demonstrate a positive and supportive approach to the community members and the community we serve
• Attend and participate in agency events and programs as needed
• Other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES 

• High School/GED required Bachelor’s degree preferred with coursework in human services, social work, psychology, counseling, sociology, or related field experience. 
• Bilingual in Spanish and English required
• At least one year of experience working with individuals representing diverse populations including those experiencing homelessness, living in poverty, experiencing mental health crises, and/or other vulnerable populations.
• Experience working in partnership with volunteers is a plus.
• High level of situational awareness required; demonstrated ability to assess potential escalating situations and capacity to take appropriate and proactive measures to mitigate potentially disruptive situations
• A high degree of emotional intelligence, compassion, flexibility, and a non-judgmental view of people experiencing a crisis
• Ability to deal calmly, patiently, and effectively in potentially tense situations. 
• Experience working in a fast-paced environment and shifting gears to accommodate change. 
• Understanding of Trauma Informed Care 
• Mental Health First Aid certification (training will be provided if needed)
• CPR/First Aid certification is required (training will be provided if needed). Must be willing and able to perform CPR and First Aid as needed.
• Competency in setting personal and professional boundaries
• Excellent organizational, crisis management, communication, and decision-making skills
• Ability to exercise initiative, relate well with others, and build collaborations; ability to take direction while participating in a team environment
• Must work independently and demonstrate flexibility in managing time 
• Excellent computer skills including Word, Excel, Google, and databases

 PERSONAL CONTACTS AND PURPOSE

Works closely with community members, program staff, and volunteers to ensure effective program service delivery.

PHYSICAL DEMANDS

The position involves the very dynamic, active physical work associated with delivering program services and will have responsibilities both outside and inside – in all weather.

WORK ENVIRONMENT

The work environment will vary from day to day including an office setting and a fast-paced community center environment. 

 The Action Center's policy is not to discriminate against any applicant or employee based on actual or perceived race, age, sex or gender (including pregnancy), marital status, national origin, ancestry, citizenship status, mental or physical disability, religion, creed, color, sexual orientation, gender identity or expression (including transgender status), veteran status, genetic information, or any other characteristic protected by applicable federal, state or local law. The Agency also prohibits harassment of applicants and employees based on any of these protected categories.