TITLE: Client Engagement Specialist, Bilingual Cantonese

DEPARTMENT: Wellness Program 

REPORTS TO: Manager, Wellness Program 

LOCATION: 730 Polk Street, San Francisco

 BENEFITS: Yes

STATUS: Union, Part time, Limited Term, Non-exempt

SUPERVISES: N/A

CLASSIFICATION: Administrative

POSITION SUMMARY:

The Client Engagement Specialist, Bilingual Cantonese, (CES) creates and maintains a positive experience for clients, staff and volunteers in the Wellness Program Grocery Center. As the first point of contact, the CES is responsible for welcoming and routing clients during their visit by ensuring that clients are received in a timely fashion and connected to Wellness and/or Nutrition staff as needed, to support documentation, recertification, nutrition assistance, and referrals.

The Grocery Center is a fast paced environment and the CES plays an integral part in creating a safe and harmonious setting. The CES acts as the eyes and ears of the Grocery Center and works closely with the Wellness Program and Security teams to de-escalate emerging situations and address issues as they arise.

The CES also provides administrative and clerical support to the department. Duties may include working in the client database, contacting clients by phone and updating information in the Grocery Center around hours of operation, menu changes, nutrition education opportunities, and support groups.

QUALIFICATIONS REQUIRED:

•    1+ year experience in a clerical position

•    Knowledgeable in MS Office Suite programs (basic Word and Excel) data entry skills

•    Mental health or social work experience

•    Strong communication and customer service skills

•    Experience working with clients with multiple diagnoses (i.e. substance abuse, mental illness, critical illness)

•    At minimum a professional working proficiency in Cantonese 

QUALIFICATIONS DESIRED:

•    Demonstrated experience and ability to maintain calm and help de-escalate a variety of situations with clients, not limited to issues around: critical illness, substance abuse, mental health, service animals, homelessness

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

•    Greet clients and visitors entering the Grocery Center

•    Check-in clients shopping in Grocery Center using the internal departmental database, including updating case notes, setting reminders and calendar alerts for the Wellness team, scheduling time with Case Workers, Program Coordinators, and Dietitians

•    Answer and respond to client inquiries in a fast-paced environment and provide information and referrals to other services as needed

•    Conduct outreach by linking clients to additional internal agency programs such as Community Nutrition Program, Nutrition Services, and other internal events

•    Coordinate with relevant community organizations to provide tabling opportunities for clients in the Grocery Center

•    Conduct regular wellness checks for clients (physical and behavioral) and report significant changes to the Wellness team

•        Oversee Grocery Center activity to ensure that clients are adhering to procedures. Preemptively address any    issues that may arise or help resolve conflict with support of the Security and Wellness staff

•    Participate in regular departmental and organizational meetings to help address programmatic needs

•    Maintain up-to-date client information in the database

•    Provide daily administrative support including but not limited to data entry, updating client documents, updating organizational and community flyers, ordering office supplies, and maintaining product display case

•    Help coordinate and execute client events in Grocery Center such as flyering, making reminder calls, event set up/break down, etc.

•    Other duties as assigned

POH COMPETENCIES:

•    A Team player: Demonstrates cooperative spirit, respects professional boundaries and is successful at sharing responsibilities with others

•    Self-Led: Knows and completes responsibilities in assigned timelines, asks for clarifications when needed

•    Sensitive to the circumstances and needs of the critically ill and seniors, as well as people with mental health and substance abuse issues

•    Customer oriented: Works well with all customers (internal staff and external contacts), promotes a positive image of the agency and works diligently to resolve customer issues

•    Poised: able to maintain a calm, positive and constructive attitude during interactions with diverse populations, sometimes in challenging situations

•    Ethical: Honest, accountable, maintains confidentiality

•    Knowledgeable: Understands facets of job, keeps job knowledge current

•    Well Organized: Information organized and accessible, maintains efficient work space, manages time well

•    A Strong Communicator: excellent verbal and written communication skills

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Physical demands: While performing duties of job, incumbent is occasionally required to move about the building; sit for long periods of time; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

Work environment: The noise level in the work environment varies from moderate to loud. The work environment will be ever changing with new clients, volunteers and staff members all sharing space and working together in the Grocery Center

Project Open Hand offers a generous employee benefit and wellness package. Eligibility for different programs is determined by the role and employment statuses but may include:

  • Medical, Dental, and Vision coverage, and Flexible Spending Account

  • Long Term Disability, Life/AD&D, and Supplemental Life Insurance

  • Retirement Savings Plan 403(b), Commuter Check Subsidy

  • Employee Assistance Program (EAP), Financial Counseling, Cell Phone Discounts, and additional discounts

  • Holidays (11 per year), generous vacation and sick leave, and complimentary lunch