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Lead Coordinator - Participant Services

Posted by
Manna Food Center
|
Silver Spring, MD
New
|
Published 15 days ago

Job summary

This new position will join our Participant Service Team and will help further support the creation of effective and efficient operations which is vital in addressing social determinants within Montgomery County. Through strategic planning and core roles outlined below, this position aligns with Manna’s current strategic plan.

This bi-lingual position is part of a team that supports food assistance for community members. Facilitates outreach to participants and referral agencies through newsletters, virtual meetings, and various types of messaging. Ensures that new Call Center staff and volunteers are successfully trained to support food assistance activities. Supports all duties of the Participant Services team including scheduling participants and coordinating with referring agencies. Acts as a back- up team leader in the absence of the Participant Services Manager.

Our Culture

  • At Manna, our core values are service, respect and partnership. Justice, Equity, Diversity, and Inclusion is a top priority that enables us to find excellent teammates and creates an environment where all types of people can belong and thrive.
  • Manna is participant-centered and data-driven. Our people do meaningful work in an environment where they feel a genuine sense of community and connectedness to Manna’s mission.
  • Manna relies on problem solving and solution creation from all levels.
  • Manna provides you opportunities that will challenge you and unlock your potential.
  • Working at Manna is a dynamic experience with the opportunity to take ownership and make a difference.
  •  Our work is strengthened by the voices of people with lived experience of food insecurity.

Duties and Responsibilities

  • Understand all Participant services functions and processes thoroughly
  • Give guidance or make decisions in the absence of the Participant Services Manager
  • Create content for and designs quarterly newsletters for referral agencies and participants
  • Support training of new staff members and volunteers to support the work of the Call Center including Salesforce and customer service with participants
  • Utilize technology such as Teams, Zoom and YouTube to facilitate virtual meetings with referral agencies and participants
  • Utilize Salesforce to process referrals from agencies and participant appointment requests
  • Use intake process to introduce new participants to receiving food from Manna
  • Participate in daily closing procedures and creation of lists to be used at distribution sites
  • Support the collection of data and statistics used for monthly and quarterly reports and one-off requests
  • Assist with annual participant survey process and collects participant feedback as needed
  • Provide excellent customer service to participants
  • Proficient in use of Salesforce Database

Minimum requirements

  • Some college education and 2+ years of demonstrated office or project management
  • Bi-lingual – written and verbal fluency in Spanish and English
  • Exceptional customer service skills required to tactfully and professionally handle the needs of our participants
  • Exceptional verbal and written communication skills
  • Demonstrated attention to detail in produced work
  • Excellent organizational skills
  • Able to multi-task and handle a wide variety of diverse and concurrent responsibilities
  • Able to work independently including in a remote setting
  • Flexible and supportive team player that works cohesively with all levels of the Manna team
  • Knowledge of Microsoft Office Software including Word, Excel, Outlook and PowerPoint
  • Experience supervising volunteers highly desirable

Justice, Equity, Diversity, and Inclusion

Manna Food Center is committed to serving as an ally for racial justice and is proud to be an equal opportunity employer. We are fully committed to equity and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, and national origin. Applicants with lived experience of our service area are encouraged to apply. 

Disclaimer

This job description is not a contract and confers no contractual rights, privileges, or benefits on any applicant or potential applicant. Manna has the right to change any and all terms of this job description, including, but not limited to, job responsibilities, qualifications and benefits. Nothing in this job description constitutes an offer or guarantee of employment.  Manna reserves the right to change its current benefits program at any time, in a manner that is consistent with applicable federal and state regulations.  Manna is an Equal Opportunity Employer.

Job summary

This new position will join our Participant Service Team and will help further support the creation of effective and efficient operations which is vital in addressing social determinants within Montgomery County. Through…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    September 27, 2021
  • Education
    2-Year Degree Required
  • Professional Level
    Entry level

Salary

USD 38,000 - USD 48,000Salary depends on level of education and relevant experience.

Benefits

It takes all types of people to make Manna great. We seek a diverse and committed group of individuals who are eager to engage in service to the community while enabling their own personal growth and professional development. One of our core priorities is to enable our employees to live a well-balanced life and career, and our benefits are an important extension of that philosophy. As such, we offer a competitive suite of benefits including:

  • Competitive wages.
  • Participation in Manna’s comprehensive Health Benefits Plan.
  • Flexibility to telecommute.
  • Job-related training.
  • Eleven paid holidays + your birthday! Two weeks paid vacation which increases with tenure, 10 paid sick days to start, and 3 personal days per fiscal year.
  • Free Short-Term Disability Insurance.
  • Generous retirement benefits.
  • New parents leave.
  • Support for work-related transportation in accordance with Manna’s practices and procedure.

It takes all types of people to make Manna great. We seek a diverse and committed group of individuals who are eager to engage in service to the community while enabling their own…

Level of Language Proficiency

Spanish: Bi-lingual – written and verbal fluency in Spanish and English.

Spanish: Bi-lingual – written and verbal fluency in Spanish and English.

Location

Temporarily Remote
Work must be performed in or near Silver Spring, MD
Associated Location
Silver Spring, MD, USA

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