Job Description

Responsibilities & Essential Duties

• Build relationships, evaluate guest’s needs, and provide assistance to our program guests and neighbors through triage calls and light case management.
• Assist guests with intake paperwork across organization’s program offerings, including Food Club, Guest Services, Financial Wellness, and Outreach programs, in the greater Holland/Zeeland area at established “inreach” service locations such as Herrick District Library, Community Kitchen, Refresh, Food Club and throughout the community.
• Based on guest’s needs, provide internal and external resources and accountability, while ensuring follow up and completion of internal and external referrals.
• Verify program eligibility requirements for guests and referrals, and determine the correct entry point into Action House programming.
• Assist guests with a variety of tasks including applying for benefits from local, state, and federal agencies and providing follow up when necessary.
• Update and learn about new community, local, state, and federal resources that may benefit our guests, as they become available.
• Maintain timely and accurate program and client records and update and manage resource documents.
• Support the team with guest follow-up, data entry, case notes, and reports when necessary.
• Analyze guest data to better understand service gaps and increase quality of service.
• Work collaboratively with a cross functional team to ensure highest client service and to ensure programming efficiently and effectively helps our guests build skills to achieve a stable and prosperous life.
• Provide outstanding client service and interaction.
• Other duties as assigned.

Qualifications

Empathic, ability to follow through, and reliable with the creativity and ability to navigate challenging situations and circumstances
Previous experience working with guests
Ability to build an in-depth knowledge of Action House programming and local resources
Demonstrated, strong working knowledge of MIBridges and other government and community resources
Strong knowledge of homelessness in the community and housing resources, including homeless verification letters, HUD, and how, where, and when to refer guests who are unstably housed
Advanced training on and knowledge of motivational interviewing, mental health first aid, de-escalation, etc.
Understands stages of change and is able to meet clients where they are at
Demonstrated ability to set boundaries and to practice self-care
Deep understanding of government IDs/ID document applications
Strong customer service skills with the proven ability to work with diverse populations
Interest in social services/human services, previous experience preferred
Strong, active listening skills and ability to offer empathy
Skilled in conflict resolution (CPI) and crisis management
A team player with a flexible and creative approach within a friendly, yet demanding, work environment
Ability to handle a variety of constituencies, manage multiple tasks simultaneously and thrive in a complex environment with multiple priorities
Self-reflective, humble, and able to compassionately engage and process with coworkers and diverse populations with a history of trauma
Knowledge of client systems and greater Holland community, particularly the culture of poverty, issues regarding affordable housing, and an understanding of addiction/substance abuse
Client management database knowledge preferred
Working knowledge of Google applications and platforms
Ability to prioritize and manage multiple tasks without direct supervision
Ability to work effectively in collaboration with diverse groups of people
Willingness and interest in continuous learning and adaptation based on your professional interests and organizational needs
A high standard of performance and integrity, and ability to lead by example to foster a positive workplace culture
Proficiency in clear and effective written and verbal communication, and ability to develop trusting professional relationships
Ability to independently travel between work locations within a reasonable timeframe for each of our Community Action House locations
Demonstrate a genuine passion for our mission and a commitment to upholding our team’s values: Radically Welcoming, Guest-Centered, Lead with Kindness, Curiosity-Driven, Always Improving, Collaborative by Design, Contagious Commitment, & One Team

Education & Experience

• 2+ years of relevant experience required
• Some college required. Bachelor's Degree preferred.; or in place of a degree, equivalent years of experience
• Some supervisory experience preferred but not required
• Training on and/or knowledge of working with guests navigating a variety of challenging circumstances, for example topics like motivational interviewing, mental health first aid, de-escalation etc.
• Bilingual Spanish proficiency preferred

Position Details

Position Type: Full-time Regular
Overtime Status Non-Exempt
Reports To Senior Manager, Resource Navigation
Direct Reports None
Department Guest Services & Resource Navigation
Primary Location: Food Club & Opportunity Hub

Supervision Received General Direction: Receives broad guidance and direction and has some autonomy in decision-making and flexibility in determining how to achieve goals. Supervisor provides support and resources as needed but may not be directly involved in day-to-day decision making or task assignments.

Supervisory Responsibilities None: Does not have formal people leading (supervisory) responsibilities.

Physical Requirements

Continuously move about work area

Continuously use hands/fingers to handle or feel

Continuously reach with hands and arms

Continuously use eyesight clarity/accuracy or visual perception

Continuously read and understand written word

Continuously ability to push, pull, and lift up to 30 pounds

Frequently work in stationary position including prolonged standing

Frequently bend, stoop, kneel, crouch, or crawl

Frequently operate computer and general office machines

Occasionally ascend/descend (stairs/ladder/etc.)

Occasionally work outside in variable weather conditions

Occasionally ability to push, pull, and lift up to 25 pounds

Other Factors

Access to consistent and reliable transportation to travel between each of our Community Action House locations during work.

Evening hours regularly, on a pre-scheduled basis, often Tuesdays or Thursdays

About Community Action House

Since its founding in 1969, Community Action House has been the focal point of community efforts to provide critical support and pathways out of poverty for our neighbors in need. Our community-powered work takes a client-centric approach that meets people wherever they are at and offers services that enhance ownership and agency. Our work is organized in three interconnected areas: Food Access, Resource Navigation, and Financial Wellness. Welcome, excellence, and collaboration are some of our core values. ( www.communityactionhouse.org)

In October 2021, we launched our new ‘Food Club & Opportunity Hub’ to expand efficient, impactful healthy food assistance with the on-site integration of other pathway programs. More recently, we announced a partnership with Dwelling Place to help address the affordable housing crisis here in Holland. In July 2023, we publicly launched our expansion of Lakeshore Food Rescue. ( www.lakeshorefoodrescue.org)

In April 2026, we are launching our second Resale Store in Holland, MI. Our first Resale Store has proven that it can generate consistent, flexible funding that directly supports our work—while also providing practical resources for the people we serve. A second store allows us to scale that success. It’s a high-impact use of community assets: turning donated goods and volunteer engagement into reliable income, reducing our dependence on fluctuating grants and charitable contributions. ( https://www.communityactionhouse.org/resale-expansion)

Organizational budget: $14M+ (inclusive of $7-8M of in kind support)
Agency Size: 80 staff and 3,000+ annual volunteers

Our Values

Who we are. Who we aspire to be. What drives us. What unites us.
> Radically Welcoming
> Guest-Centered
> Lead with Kindness
> Curiosity-Driven
> Always Improving
> Collaborative by Design
> Contagious Commitment
> One Team

If you’re excited to collaborate on our mission, grow your skills, and be part of a team that deeply cares, we’d love to hear from you.

Our Benefits

Community Action House values every team member's contribution to ensuring our neighbors have what they need to thrive, and no one faces challenges alone. We strive to attract, engage, and retain high-performing employees passionate about our cause. Our compensation program is fair and market-informed, with annual reviews to ensure competitive pay. We offer a holistic benefits package and an equity-forward approach to annual increases. Performance, tenure, and market data guide individual compensation within our structured pay grades.

We offer a comprehensive and competitive benefits package designed to support you and your family. This includes medical, dental, and vision coverage options for employees and their dependents, along with employer-paid holidays, generous paid time off, and sick leave. Our benefits also feature a 401(k) plan with company matching, as well as employer-paid short-term disability, long-term disability, and life insurance. In addition, we invest in your growth through ongoing professional development opportunities, with a strong commitment to fostering inclusion, belonging, emotional intelligence, and cultural competency in a collaborative and diverse workplace.

Applications

An application is required to be submitted through our Jobs page of our website. Interviews are conducted on a rolling basis. The application process includes phone and in-person interviews. Community Action House will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If a reasonable accommodation is needed, please contact accommodations@communityactionhouse.org - thank you.

Equal Opportunity Employer

Community Action House is committed to creating a diverse work environment and is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex (including pregnancy, childbirth, medical condition related to pregnancy or childbirth), sexual orientation, and gender identity, national origin, disability, age, genetic information, height, weight, marital status, veteran status, or any other status protected under applicable federal, state, or local laws. We encourage applicants of all backgrounds to apply.

Note This job posting is a description of the typical duties of this position, and is not intended to be a comprehensive list of all duties. Full job descriptions will be provided and job incumbents may be asked to perform other duties.