Bilingual Member Services Coordinator

Position Title: Bilingual Member Services Coordinator

Reports to: Member Services Supervisor

Classification: Full-Time, Non-Exempt (Hourly); 35 hours/week

Schedule: Thursday through Monday. Weekend availability (Saturday and Sunday) is a required, non-negotiable part of this schedule.

Location: Seattle, WA (on-site)

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About Us

Located in the historic Pike Place Market in the heart of Seattle, the Pike Market Senior Center & Food Bank has been serving our neighbors since 1978. The Senior Center serves people 55+ and offers meals, services, and activities. We are pioneers in providing senior center programming to elders experiencing homelessness. The Food Bank serves people of any age, offering free groceries, ready-to-eat food for clients experiencing homelessness, and home delivery for qualified residents of Downtown Seattle.

Position Summary

The Bilingual Member Services Coordinator is the welcoming, steady presence seniors count on when they walk through our doors. PMSC members value working with someone who brings life experience, patience, and genuine respect to every interaction — someone who understands that trust is built through consistency.

This role serves as a primary point of contact for members in both English and Spanish: providing agency information, offering interpretation as needed, answering questions, connecting members with resources, problem-solving, promoting a safe communal atmosphere, and calmly de-escalating potential conflicts.

As part of the Member Services team, the Coordinator contributes to a positive member experience by assisting with requests for help (e.g., information, resource navigation, technology support), and activity programming including co-escorting field trips. This position collaborates closely with the rest of the Member Services team and interacts regularly with other agency departments, such as the Meals Program, Social Services, and the Pike Market Food Bank team.

Essential Job Duties

• Communication & Connection: Serve as a visible, predictable, respectful, and grounded point of contact, providing consistent agency information in English and Spanish and offering interpretation services as needed. Support and advise the Member Services team on cultural best practices where applicable. Maintain clear, proactive communication through announcements, flyers, and one-on-one conversations so members are informed about policies and opportunities. Welcome and orient new members, helping them feel a genuine sense of belonging. Proactively engage members to foster a sense of community.

• Enhancing the Member Experience: Cultivate a warm, respectful atmosphere while consistently and kindly maintaining behavioral norms. Proactively de-escalate tension between members using established safety protocols, remaining calm and solution-focused in difficult situations. Draw on sound judgment and steady interpersonal skills to set appropriate boundaries and manage expectations. Empower members to engage with activities and connect with one another. Lead and co-facilitate social activity programs in both English and Spanish (e.g., conversation group, game club, field trips, exercise class, etc.). Assist members in navigating various social services resources to meet their needs, including assessing and understanding their unique situation, providing information and referrals to outside services, and assisting when possible.

• Data Entry & Recordkeeping: Accurately and promptly document member interactions, activities, and assistance provided (e.g., resource referrals, information requests, interpretation services) in Salesforce. This documentation allows the agency to track how we support member needs and to accurately report on the use of resources for funding and contract requirements. This duty requires a high level of professionalism, attention to detail, and strict protection of members' private and confidential information in accordance with agency policy and applicable privacy laws.

• Gathering & Utilizing Member Feedback: Actively listen to members to understand their interests and gather feedback through formal and informal surveys, focus groups, and by monitoring suggestions. Collaborate with the Member Services team to assess program effectiveness and incorporate member input into future initiatives.
• Reliability & Additional Responsibilities: Maintain regular, reliable, and punctual attendance in accordance with the posted schedule. Assist with administrative operations as needed, including supply management and coordination with other departments; follow instructions as assigned and perform other related duties as needed. Have fun in a unique community environment!

Required Knowledge, Skills, and Abilities

• Bilingual in English and Spanish (written and spoken), including interpretation skills.
• Several years of experience in social services, customer service, healthcare, hospitality, or a related field, with a demonstrated ability to maintain professional boundaries while working with diverse populations, including individuals experiencing homelessness and/or mental illness.
• A calm, steady, and fair-minded presence under pressure, with well-developed conflict resolution and crisis response skills gained through real-world experience.
• Excellent written and verbal communication skills.
• Excellent problem-solving, organizational, and prioritization skills, with the ability to manage multiple needs simultaneously; adaptable and flexible in a fast-paced, ever-evolving environment.
• Collaborative team player who works well with coworkers and supervisors in a dynamic environment.
• Strong organizational skills and a proven track record of reliable, on-time attendance. Must be able to work the required Thursday–Monday schedule, including both Saturday and Sunday, without exception.
• Comfort with computers and data entry, including the ability to accurately and consistently document member interactions in Salesforce (or a similar database), along with a strong sense of professionalism and discretion in handling members' confidential information.
• Familiarity with resources available to low-income seniors, and the resourcefulness to research additional information as needed; willingness to ask questions and continue learning.
• A friendly, patient, and genuinely warm demeanor, with a real interest in building relationships with older adults.
• An associate's degree in a related field, or equivalent life and work experience in a social services setting, is required.
• Able to obtain a Washington State Food Worker Card and CPR/First Aid certification.

Work Environment & Physical Demands

This position primarily operates indoors within the Senior Center and an activity room across the way from the Senior Center in a different building, interacting regularly with the senior community. Physical demands include frequent standing and walking, occasional sitting, and the ability to lift up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role; please contact Human Resources to request an accommodation.

Schedule & Attendance

This is a full-time, hourly (non-exempt) position scheduled for 35 hours per week, Thursday through Monday. Weekend work (Saturday and Sunday) is an essential, required part of this schedule. Regular, reliable, and timely attendance is an essential function of this position, as members depend on consistency.

Confidentiality

This position has access to sensitive member information, including data entered into Salesforce for funding and contract reporting purposes. Employees in this role are required to handle all member information with a high degree of professionalism and discretion, and in compliance with agency confidentiality policies and applicable state and federal privacy laws.

Equal Employment Opportunity & Fair Chance Statement

Pike Market Senior Center and Food Bank is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing employees with a work environment free of discrimination and harassment on the basis of race, color, religion, sex, national origin, age (40 and over), disability, genetic information, marital status, sexual orientation, gender identity, honorably discharged veteran or military status, use of a trained service animal, or any other status protected by federal, Washington State, or Seattle/King County law. In accordance with the Seattle Fair Chance Employment Ordinance, we do not conduct criminal background inquiries until after a conditional offer of employment has been made.

This organization complies with the Washington State Equal Pay and Opportunities Act and the Seattle Job Posting/Salary Transparency Ordinance, both of which require pay range and benefits disclosure in job postings. Eligible employees accrue Paid Sick and Safe Time in accordance with the Seattle Paid Sick and Safe Time Ordinance and Washington State law.

Eligible for the organization's excellent full benefits package, including medical/dental/vision insurance, paid time off and sick leave, retirement plan participation, paid ORCA card, and ongoing training opportunities.

Bilingual in English and Spanish (written and spoken), including interpretation skills.