Job Description

FLSA Status: Non-Exempt
Department: Marketing & Communications
Reports To: Supervisor, Community Resource Center

Employee Unit: Employees in this classification are represented by Service Employees International Union (SEIU) Local No. 521

GENERAL DESCRIPTION OF POSITION

The Community Resource Center (CRC) Coordinator is committed to creating a welcoming experience for all residents visiting the center. The CRC Coordinator supports the day-to-day operation of the CRC, including clerical, administrative and programmatic duties, and is responsible for managing the front desk by answering telephone calls, greeting and registering visitors, actively responding to questions about the CRC and resources, maintaining room reservations, and appropriately addressing issues. The role also supports program success at the CRC by overseeing the CRC Member Rewards Program, helping members and residents sign-up for programs, assisting in program set-up and break down, and ensuring the CRC is well-maintained throughout the day.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below.

1. Prepare for daily opening and closing of the center by properly completing check-list of procedures.
2. Greet and check in all members, community partners, vendors, and other visitors, to build rapport and engagement and create a positive experience at the CRC, following established safety and security guidelines.
3. Assist individuals face-to-face and over the telephone with questions about the CRC, facilitate connection to CRC programs and services, and demonstrate comfort guiding and de-escalating members with concerns, complaints, and challenges accessing care or social services.
4. Effectively communicate with all members, community partners, vendors, and other visitors, to answer general questions by providing information and assistance as appropriate
5. Prepare a variety of correspondence including emails, notices, and minutes for staff, community partners, vendors and visitors.
6. Manage CRC reservation system including scheduling of meetings, trainings, programs, events and services for staff, community partners, vendors and other visitors and maintain and publish calendar information. Register and check-in participants for education and fitness classes, member orientation, enrollment appointments, kids club, etc.
7. Set-up and clean-up all areas of CRC used for group programming and individual consultations.
8. Coordinate rewards program for CRC participants.
9. Develop and maintain inventory of CRC materials, which include but are not limited to brochures, printed material, and health and fitness promotional items. Assist in the ordering of materials.
10. Coordinate onsite meetings, e.g., Consumer Advisory Committee, by confirming RSVPs, booking catering, and preparing, posting and distributing materials in compliance with Brown Act.
11. Report any safety issues or concerns immediately.
12. Answer the phone line in a prompt, professional, and friendly manner; route calls and answer routine questions.
13. Provide general administrative support for CRC, including but not limited to data entry, producing and managing documents and spreadsheets; scanning, copying and indexing; looking up member information; processing returned undeliverable mail; assisting with mailings. Complete required record keeping for tracking results and providing feedback to SCFHP on issues related to member activity/assistance, rewards program, and other CRC activities.
14. Maintain shared workstation in a clean and orderly manner.
15. Draft, maintain and use operating instructions and tools needed to support Department activities and ensure compliance with all regulations.
16. Assist with new hire training by having new hires shadow and observe, in accordance with training guidelines and protocols.
17. Attend and actively participate in daily, weekly, and monthly department meetings, trainings and coaching sessions.
18. Identify issues, trends, and opportunities to improve efficiency and/or quality, or to better assist departments; report relevant information to management.
19. Perform other related duties as required or assigned.

REQUIREMENTS – Required (R) Desired (D)

The requirements listed below are representative of the knowledge, skill, and/or ability required or desired.

1. High School Diploma or GED. (R)
2. Associate’s degree or equivalent experience, training, or coursework. (D)

3. Minimum two years of experience in customer service. (R)
4. Experience working with underserved populations. (R)
5. Proficient in adapting to changing situations and efficiently alternating focus between multiple tasks to support operations as dictated by business needs. (R)
6. Fluent in Spanish, Vietnamese, and/or Chinese. (R)
7. Experience operating general office equipment such as multi-line phones, copiers, printers, scanner, fax, and 10-key. (R)
8. Working knowledge of and the ability to efficiently learn and operate all applicable computer software including computer applications such as Microsoft Word, Excel, Outlook, and Salesforce. (R)
9. Excellent communication skills including the ability to express oneself clearly and concisely when providing service to SCFHP members, resident, providers and staff over the telephone, in person or in writing. (R)
10. CPR/First Aid Certification or ability to acquire certification within 3 months. (R)
11. Ability to think and work effectively under pressure and accurately prioritize and complete tasks within established timeframes. (R)
12. Ability to assume responsibility and exercise good judgment when making decisions within the scope of the position. (R)
13. Ability to maintain confidentiality. (R)
14. Ability to comply with all SCFHP policies and procedures. (R)
15. Ability to perform the job safely with respect to others, to property, and to individual safety. (R)
16. Ability to work weekends and evenings as needed. (R)

WORKING CONDITIONS

Generally, duties are primarily performed in an office environment while sitting or standing at a desk. Incumbents are subject to frequent contact with and interruptions by co-workers, supervisors, CRC visitors, or providers, in person, by telephone, and by work-related electronic communications.

PHYSICAL REQUIREMENTS

Incumbents must be able to perform the essential functions of this job, with or without reasonable accommodation:

1. Mobility Requirements regular bending at the waist, stooping, reaching overhead, above the shoulders and horizontally, to retrieve and store files and supplies and sit or stand for extended periods of time; (R)
2. Lifting Requirements regularly lift and carry files, notebooks, and office supplies that may weigh up to 30 pounds; (R)
3. Visual Requirements ability to read information in printed materials and on a computer screen; perform close-up work; clarity of vision is required at 20 inches or less; (R)
4. Dexterity Requirements regular use of hands, wrists, and finger movements; ability to perform repetitive motion (keyboard, mailroom equipment); writing (note-taking); ability to operate a computer keyboard and other office equipment (R)
5. Hearing/Talking Requirements ability to hear normal speech, hear and talk to exchange information in person and on telephone; (R)
6. Reasoning Requirements ability to think and work effectively under pressure; ability to effectively serve customers; decision making, maintain a concentrated level of attention to information communicated in person and by telephone throughout a typical workday; attention to detail. (R)

ENVIRONMENTAL CONDITIONS

General office conditions. May be exposed to moderate noise levels.