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Information & Referral Coordinator

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Publicado há 26 dias

Reports To: Director of Visitor Services

Classification: Full-time | Non-exempt

Salary & Benefits: $45,000 to $50,000. The Center offers a competitive benefits package that includes medical, dental, vision, 401k with employer contribution, voluntary life, short-term, and long-term disability insurance, paid parental, family care, and gender-affirming healthcare leave. We also offer a generous paid time off policy.

Schedule: Hours will include weekdays, evenings, weekends, and holiday shifts. Schedule flexibility is a must. The weekly schedule will be: Saturday 10-6 pm, Sunday 10-6 pm, Monday 2:00-10:00 pm, Tuesday 2:00-10:00 pm, Wednesday 12-8 pm.

Summary: The Information & Referral (I&R) Coordinator performs all standard duties of an I&R Specialist, as well as assists in overseeing the day-to-day operations of the I&R department.

Essential Duties and Responsibilities:

  • Facilitate the daily operation of The Center, ensuring a warm, welcoming, and safe environment at all times.
  • Work with the I&R team to greet all Center visitors and staff, answer questions, provide referrals, troubleshoot challenges, maintain a safe space, investigate scenarios that may compromise the safety of the space, and resolve challenges through de-escalation and restorative practices.
  • Schedule & co-facilitate I&R team meetings.
  • Coordinate coverage and act as an emergency backup for the front desk.
  • Assist in hiring and training new I&R Specialists.
  • Serve as the first point of contact for any escalated visitor complaints, issues, or questions. Take appropriate action where necessary in regard to access or safety issues in consultation with COO when necessary.
  • Serve as a visitor advocate, proactively identifying, improving, addressing, and/or solving issues that will lead to increased user satisfaction and engagement, with a focus on racial equity.
  • Make recommendations to improve Center policies to increase community engagement, especially through an equity lens/restorative justice perspective.
  • Prepare and proofread Incident Reports and distribute them to appropriate staff; train I&R Specialists on incident reporting.
  • Approve Specialist weekly timesheets.
  • Create and maintain I&R Daily Log, including Call Log, Requests Log, and Lost & Found.
  • Make recommendations about program training for I&R staff.
  • Respond to all informational requests via email and USPS.
  • Update and maintain I&R referral guides.
  • Collaborate with the Director of Facilities on drills, department operations, and other related safety issues.
  • Participate in the planning process of major Center events.
  • Other duties as assigned.

Position requirements:

  • High school diploma, GED, or equivalent work experience.
  • Three (3) to five (5) years of relevant experience working directly with vulnerable populations (examples include but are not limited to working with youth, those experiencing housing insecurity, those struggling with substance use or in recovery, people with mental health and/or physical health conditions), and experience in customer service and safety/conflict management.
  • Demonstrated experience in conflict management/de-escalation required.
  • Ability to adapt to circumstances in a sometimes high-pressure environment and demonstrate sound judgment and critical thinking skills required.
  • Bilingual in Spanish, a plus.
  • Comfortable acting as a mentor to current staff and new hires, providing ongoing on-the-floor training and co-facilitating team meetings
  • Ability to work nontraditional hours in a community center/public service setting; availability to include working evening, weekend, and sometimes holiday shifts.
  • Excellent customer service and interpersonal skills.
  • Excellent verbal and written communication skills.
  • Demonstrated ability to work with individuals of diverse races, identities, ethnicities, ages, gender identity and sexual orientations in a social justice-driven environment.
  • Understanding of, and commitment to, undoing structural and institutional racism and bias and the spectrum of gender identity and bias. Consideration of the impacts and outcomes in decision-making processes and on underserved and historically oppressed communities.
  • A strong commitment to social justice and the mission of The Lesbian, Gay, Bisexual and Transgender Community Center.

COVID-19 Vaccination Requirement:

The Center is subject to the Department of Health and Mental Hygiene’s Commissioner’s Order requiring COVID-19 Vaccination for Staff in Residential and Congregate Settings from New York City’s Department of Health and Mental Hygiene. The Center is required to comply with this order because we have a number of contracts with New York City.

All current and new staff must either provide a one-time verification that they are fully vaccinated with either a single-dose of an FDA- or WHO-approved one-dose COVID-19 vaccine or the second dose of an FDA- or WHO-approved two-dose vaccine.

The Center’s Commitment to Equity & Inclusivity:

The Center was born of community activism in response to the AIDS epidemic, ensuring a place for LGBTQ people to access information, care, and support that they were not receiving elsewhere. We opened in 1983 to help people who had doors constantly closed in their faces, ostracized by family, friends, and shunned by the general society. Since that time, we have continually provided a wide array of services and programs to serve our community, with an intentional focus on providing support to those who are most vulnerable. We have always taken great care to be a space that responds to community need; engaging in diversity, equity and inclusion work is another outgrowth of those ongoing efforts. We recognize that in order to help LGBTQ individuals and our diverse community achieve parity in health, justice, opportunity and success outcomes, our organization must hold a strong foundation and competency in, as well as invest organizational focus on, equity and inclusion frameworks, practices and policies. This is also true in our hiring and retention of staff.

The Center is an Equal Opportunity Employer.

Reports To: Director of Visitor Services

Classification: Full-time | Non-exempt

Salary & Benefits: $45,000 to $50,000. The Center offers a competitive benefits package that includes medical, dental, vision, 401k with employer contribution…

Resumo dos Detalhes

  • Comprometimento de Tempo
    Carga Horária Integral
Salário
USD $45.000 - USD $50.000
/ ano

Benefícios

The Center offers a competitive benefits package that includes medical, dental, vision, 401k with employer contribution, voluntary life, short-term, and long-term disability insurance, paid parental, family care, and gender-affirming healthcare leave. We also offer a generous paid time off policy.

The Center offers a competitive benefits package that includes medical, dental, vision, 401k with employer contribution, voluntary life, short-term, and long-term disability…

Localização

Presencial
208 W 13th St, New York, NY 10014, USA

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