Job Summary

The Support Services Coordinator is responsible for providing outstanding service to our clients while supporting food operations and volunteers during pantry operations. The person in this role exemplifies a positive attitude fostering a welcoming, supportive environment for clients, volunteers, donors and co-workers.

Duties and Responsibilities

Client Services

• Oversee the Home Delivery Program, including providing information necessary for client calls (choices, roster), greeting home delivery volunteers (I.e., packing and delivery)

• Assist with in person shopping opening procedures, including preparing for client check-in, greeting volunteers, receive food and product drop-offs, and participating in the morning huddle

• Assist with training for volunteers in client service areas of critical need or advanced skill, including Oasis Pro

• Provide phone reception, process messages, return calls, schedule client appointments

• Work closely with the Client Services Manager to
• be a resource for volunteer Client Leads on new client registrations, answer questions, and trouble shoot daily shopping (e.g., computer issues, walk-ins, late appointments, etc)
• identify additional client needs, client issues, and/or opportunities to better serve our clients (e.g. SNAP application assistance, transportation concerns, understanding HIP/Farmer’s Market)

Volunteer Services

• Assist with scheduling and shift coverage for volunteers, including cross training on volunteer management software

• Provide direction and coordination assistance for volunteer and community collaborative functions as needed

Support Services

• Oversee the Weekend Backpack Program, updating school numbers each week per Client Services Manager, manage set-up/stocking/inventory, assign choices, and greet volunteers/drivers

• Work with Warehouse Manager and Operations Director on daily inventory needs (what to push, restocking) and volunteer needs (covering for an absent volunteer)

• Assist the Data Volunteer and act as back up for reporting needs

• Assist with large food donation events, including but not limited to Stamp Out Hunger.

• As needed, assist Operations Director with shopping to meet client needs, preparation of client food bags, coverage for Home Delivery or Mobile Panty, etc.

• Perform other related duties as assigned

Skills and Competencies

· Ability to function in a fast-paced environment while adapting to ever-changing conditions on a daily basis

· Demonstrated computer skills and aptitude for learning new programs and applications

· Excellent interpersonal skills

· Ability to work independently and collaboratively with Pantry staff, volunteers and clients

· Excellent organization, time-management, and task-management skills

· Some knowledge of food safety ideal but not required

· Conversational or working proficiency in Spanish a plus

Physical Requirements

· Light/moderate physical effort required in lifting and moving food and refreshing stock. Up to 50 lbs per box in some cases.

· Ability to drive a small duty light box truck a plus

Education and Experience

· Experience in a client facing role

· Experience with populations facing food or economic insecurity or other social determinants of health

· Valid driver’s license in good standing

Job Type: Part-time

Pay: $20.00 - $21.00 per hour

Expected hours: 20 per week

Benefits:

• 401(k) matching
• Paid time off
• Retirement plan

Schedule:

• 4 hour shift
• Weekends as needed

Experience:

• Working with people experiencing food or economic insecurity: 1 year (Preferred)
• Client Facing Role: 1 year (Preferred)

Language:

• Spanish (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Franklin, MA 02038 (Required)

Work Location: In person