Family Assistance Communication Coordinator

Family Assistance Communication Coordinator

JOB ANNOUNCEMENT

Sacred Heart Community Service, located in San José, CA, is looking for a Full-Time, Non-Exempt, Family Assistance Communication Coordinator in the Family Assistance Department to support families at-risk of homelessness through financial assistance, connections to resources, and support in the community. This individual must be highly organized, possess an ability to work flexibly and creatively, and have a passion for our mission – to change lives and impact poverty. For more than 58 years, SHCS has been one of the leading institutions in addressing poverty in Santa Clara County through a strategy that combines addressing the consequences of poverty through impactful programs while building power with people to push for systemic change.

POSITION SUMMARY:

The Family Assistance Communication Coordinator will focus on answering the community’s inquiries as it concerns Sacred Heart Financial Assistance services in an intentional, empathic, and strategic manner to meet the current high demand of need. Clients book appointments to be screened for eligibility in-person, by phone, or via email. The Communication Coordinator will be overseeing the email, phone line, and in-person inquiries  to book appointments for clients or by connecting community members to the appropriate resources. They will also assess which clients need prioritization for appointments and work collaboratively with the Family Assistance Manager to ensure members access our assistance in an equitable and timely manner. This position is part of the Family Assistance Team and reports to the Family Assistance Manager.

RESPONSIBILITIES AND DUTIES:

Communications (65-75%)

●        Manage to answer incoming calls and emails to schedule appointments for emergency rental and deposit assistance.

●        Applies minimum eligibility requirements to determine participant eligibility and connect to appropriate next steps or resources.

●        Recognize households with an urgent risk to their housing and prioritize scheduling appointments.

●        Creates and implements public messaging and communications in coordination with Family Assistance

Manager

●        Oversees systems of responsiveness with the Family Assistance Manager to ensure timely communication with community and community partners.

●        Provides support for staff and volunteers to ensure high-quality program delivery and continued integrity of our shared values.

●        Promotes strong communication and coordination with other SHCS programs and organizing teams, and partner agencies.

●        Provide resources to community members on homeless resources, affordable housing, food pantries, legal aid, immigration services, public benefits, and rental assistance.

●        Connects families to other opportunities and resources at SHCS, including essential services, self-sufficiency programs, and opportunities to volunteer and to participate in organizing committees.

●        Analyze trends on increased incoming communication and submit monthly data on the number of emails and calls received.

●        Additional tasks may be assigned.

Leadership (10-15%)

●        Engages and develops program volunteers by providing education, training, feedback, and support.

●        Supports the recruitment, engagement, and development of leaders through 1:1 meetings, training, and committee support.

●        Supports the development and ongoing work of the Family Assistance Advisory Committee.

●        Works collaboratively with the Family Assistance Team to ensure appropriate coverage of all team responsibilities, including providing backup staff support for other program activities.

●        Supports continuous learning, evaluation, and improvement within the Family Assistance Team.

●        Supports the planning and participates in agency-wide programs, events, and outreach efforts.

●        Supports the planning and attends staff meetings, retreats, and other team and agency events.

●        Performs other duties as assigned.

Administrative (5-10%)

●        Develops, tracks, and analyzes program goals aligned with the agency's strategic priorities.

●        Works with Family Assistance Manager to monitor grant requirements ensuring all service delivery goals are met or exceeded.

●        Enter releases of information, housing assistance data into spreadsheets and Salesforce Database.

●        Performs other duties as assigned.

Outreach & Engagement (5-10%)

●        Develops and nurtures collaborative relationships with community partners, including schools and the court system, among others

●        Creates various flyers and templates in collaboration with Family Assistance Manager to reach out to unreached zip codes or communities in Santa Clara County.

●        Participates in efforts to promote the availability of homelessness prevention assistance through SHCS and its collaborative partners, including publicly representing the program and organization with community partners and at community fairs or other events.

REQUIRED:

●        Proof of full vaccination against COVID-19.

REQUIRED QUALIFICATIONS AND EXPERIENCE:

●        Strong commitment to our vision of a community united to ensure that every child and adult is free from poverty.

●        Bilingual verbal and written abilities in Spanish.

●        One year of experience working or volunteering in human services or other related field or a Bachelor’s degree in social work, public health, or related field

●        Outstanding customer service skills.

●        Strong communication skills, including delivering difficult messages with compassion and communicating respectfully with families in stressful situations.

●        Ability to thrive in a flexible, compassionate, and supportive in a fast-paced environment while maintaining a positive, solution-oriented approach.

●        Experience with providing culturally competent support, linkages to community resources, and leadership development.

●        Treating others with dignity, compassion, and respect while adhering to program rules and procedures.

●        Sensitivity to issues surrounding households experiencing homelessness, substance use, mental illness, or disabilities.

●        Ability to work collaboratively in a team environment and to work independently with limited supervision when necessary.

●        Computer proficiency in MS Word, Excel, PowerPoint, Google Suite and ability to quickly learn and develop proficiency with tracking database systems.

●        Ability to work one weekend day during the Holiday months of November or December.

●        Available to maintain a regular schedule of Monday – Friday, 8 am – 5 pm with flexibility to work at any of SHCS locations.

●        The position requires computer use for 6-8 hours per day. Reasonable accommodation can be made to enable individuals with differing abilities to perform the essential functions.

●        Must complete a DMV and a background check and qualify to be insured under SHCS driving policy.

REPORTING RELATIONSHIP:

The Family Assistance Communication Coordinator reports to the Family Assistance Manager.

COMPENSATION:

This is a non-exempt, hourly position starting at $25/hour. Excellent benefits include fully paid medical insurance for employees and majority paid medical insurance for qualified dependents, dental insurance, vision insurance, 12 paid holidays, 10 paid sick days per year, paid vacation starting at 10 days per year, additional wellness benefits, basic life and long-term disability insurance, professional development and more.

Sacred Heart Community Service is proud to be an Equal Opportunity Workplace and an Affirmative Action Employer. SHCS is committed to building a team of people of diverse ethnic, cultural, and experiential backgrounds. We especially encourage members of historically underrepresented and marginalized communities, people of color, women, people living with disabilities, veterans, and LGBTQ+ people to apply. It is the policy of Sacred Heart Community Service to prohibit discrimination and harassment of any type and to afford equal employment opportunities to employees and applicants, without regard to race, color, ethnicity, ancestry, religion, age, sex, gender, sexual orientation, gender identity/expression, pregnancy, medical condition or genetic information, veteran status, national origin, disability, marital or other protected status. SHCS will conform to the spirit, as well as the letter of all applicable laws and regulations.

This position is represented by Service Employees International Union (SEIU), Local 521.

Rev. 11/22/22