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About the Role

The Bilingual Program Associate is responsible for participant enrollment and referral to the San Francisco-Marin Food Bank’s services, as well as providing excellent customer service and support to participants. This role is crucial in helping the San Francisco-Marin Food Bank achieve its mission to end hunger in San Francisco and Marin counties.

Responsibilities

• Participant enrollment and referral over the phone, online, or via paper forms.
• Participant support and troubleshooting.
• Maintaining updated and accurate participant accounts in our database.
• Occasional project-based or ad-hoc on-site enrollment and referral support at neighborhood food pantries.
• Administrative tasks in relation to participants and their accounts.
• Compliance with policies and procedures of Food Bank programs.
• Screen participants for all Food Bank services.
• Enroll participants in food pantries and home-delivered grocery services.
• Refer participants to other Food Bank services and external social services.
• Efficiently and accurately update and manage paper and electronic participant records.
• Monitor compliance with enrollment protocols and communicate follow-up or report discrepancies.
• Respond to questions, complaints, and concerns of community members promptly and professionally.
• Respond to inbound calls/voicemails, emails, and texts in a timely manner.
• Use technical tools to document participant interactions.
• Apply de-escalation techniques to emotionally escalated interactions.
• Ask for support from Program Manager, as needed.
• Provide programmatic and customer service support to programs staff and agencies.
• Support internal and external reporting and surveys.
• Coordinate occasional mass mailings.
• Participate in service improvement efforts.
• Support inter- and cross-departmental projects that involve participant outreach and communication.
• Provide administrative and other backend support for departmental needs.
• Other duties as assigned.

Requirements

• One or more years of experience in the non-profit or social services sector working directly with clients facing multiple barriers to receiving services.
• Experience in resolving conflicts by listening, communicating calmly and respectfully to the satisfaction of client.
• Cultural awareness and sensitivity in working with community members from diverse backgrounds.
• Ability to adhere to safety and standard operating procedures.
• Ability to comply with the Food Bank’s confidentiality policies and procedures at all times.
• Dependable and able to accommodate occasional evening or weekend work when needed.
• Ability to perform clerical and computer work temporarily in a variety of off-site and physical arrangements.
• Intermediate computer skills and ability to quickly learn new computer software with training.
• Experience using customer support ticketing software required.
• Knowledge of service delivery system in San Francisco and Marin.
• Must have reliable transportation to and from work.
• Ability to work outdoors continuously in all kinds of weather.

Skills

• Fluency in English
• Fluency in Spanish
• Fluency in Cantonese
• Customer support ticketing software
• Zendesk
• Microsoft Excel
• CRM
• Data Accuracy and Speed

Location

• San Francisco, CA

Work Type

• Hybrid
• Remote
• In person
• Full-time

Experience Level

• Entry Level

Salary/Compensations

• $30.23 - $31.16 Hourly

Benefits

• Generous holiday time
• Sick time
• Retirement savings
• Medical
• Dental
• Life insurance
• Long-term disability
• Vacation time

About the Company

• The San Francisco-Marin Food Bank’s mission is to end hunger in San Francisco and Marin counties.
• We envision a community free of the root causes of hunger, where everyone has access to nutritious food of their choosing and is uplifted by a network of support.
• Together with more than 300 community partners, we work to address hunger head-on through a coordinated network of neighborhood food pantries, CalFresh enrollment, home-delivered groceries, and policy and advocacy efforts.
• We work with our community to provide food for people facing hunger today while working to end the hunger of tomorrow.
• This fiscal year, we are serving 36,000 households per week.
• Nearly 70% of what we distribute is fresh fruits and vegetables.

Equal Opportunity

• The San Francisco-Marin Food bank is an Equal Opportunity Employer and we value having staff who come from communities that we serve.
• We especially encourage people of color, folks from the LGBTQIA2+ community, and people with disabilities to apply.
• In accordance with and support of the San Francisco Fair Chance Ordinance, we encourage formerly incarcerated individuals and those with arrest and conviction records to apply.