Bilingual Client Access Specialist

About the role

As the Bilingual Client Access Specialist, you anchor The Center's Welcome Desk and set the tone for every visit. You report to the Senior Manager of Welcome Services and cross-train to cover Crisis Services when Welcome Desk capacity allows. Welcome Services and Crisis Services are becoming one integrated team because both serve as a first point of contact, and many clients arrive at the Welcome Desk in crisis. Cross-training ensures every client receives consistent, trauma-informed care in English and Spanish, whichever team they reach first. Guided by The Center's whole-person model of care, you look past the reason someone came in and connect them to the programs they need. This role gives a bilingual, people-centered professional hands-on experience in two of The Center's most essential frontline services.

Schedule

• Starts part-time (20 hours/week) and moves to full-time about 60 days after hire
• Varied hours Monday through Saturday, including weekday closing shifts through 8:00 p.m. and rotating Saturday shifts from 9:00 a.m. to 5:30 p.m.
• Schedule may change occasionally to meet operational needs

Responsibilities

• Welcome Desk Operations
  • Greet every client, visitor, volunteer, and guest; check clients in for scheduled services; direct each walk-in to the right program or staff member
  • Answer calls during open hours and return voicemails and emails within one business day
  • Schedule relevant services and manage internal staff reservations for community rooms, private client meeting office, library, and auditorium (paid/comped external room reservations managed by another department)
  • Open and close the facility each assigned weekday evening and on rotating Saturday shifts, completing all steps of opening and closing procedures
  • Keep the Welcome Hub (electronic information portal, TV screen updates), bulletin boards, and resource displays accurate and current
• Client Screening and Resource Navigation
  • Screen every walk-in and phone client for immediate needs including food, shelter, clothing, transportation, and safety
  • Connect clients to Center programs (behavioral health, housing, sexual health, community services) or to vetted community resources when The Center does not offer the needed service
  • Make a warm handoff to program staff whenever possible, rather than handing over only a phone number or flyer
  • Document every client contact, referral, and handoff in The Center's client data system within 24 business hours of contact
  • Review and update the community resource and referral list every quarter
• Crisis Services Support
  • Complete Crisis Services cross-training within 60 days of hire; Welcome Desk remains primary post
  • Senior Manager of Welcome Services approves Crisis Services coverage shifts in coordination with the Crisis Services Manager, based on Welcome Desk coverage and capacity
  • At the Welcome Desk: recognize when a client is in crisis and connect them immediately with Crisis Services staff; provide initial support to clients affected by domestic violence, hate incidents and crimes, and other urgent situations until Crisis Services staff take over
  • On Crisis Services coverage shifts: report to the Crisis Services Manager following Crisis Services protocols for safety, confidentiality, emergency response, and documentation; help clients in crisis access basic needs; provide Spanish-language support to Crisis Services clients and staff; brief the Crisis Services Manager at end of each coverage shift and share relevant updates with the Senior Manager of Welcome Services
• Facility Safety and Client Protection
  • Walk and monitor the Cyber Center, common areas, patio, and parking lot at least 4 times per shift for safety, appropriate use, and upkeep
  • Use de-escalation skills to calm tense situations; call in Crisis Services, the manager on duty, or emergency services when needed
  • Explain and enforce Center policies fairly and respectfully, including Time Away procedures (temporary breaks from Center access after a policy violation)
  • Complete training on The Center's Law Enforcement Response Protocols before first independent Welcome Desk shift and apply them every time law enforcement or other government agents arrive on site or contact the Welcome Desk, protecting client privacy and safety and alerting designated Center leadership right away
  • Confirm at start of every shift that protocol guidance and leadership contact information are in place and ready at the Welcome Desk
  • Brief every Volunteer Ambassador on protocol steps during onboarding and refresh Ambassadors and Welcome Desk teammates every quarter
  • Submit accurate incident reports before end of shift following Center procedures; report any law enforcement or government agent visit to the Senior Manager of Welcome Services
  • Report repair and maintenance issues before end of shift; report immediate safety hazards right away
• Volunteer Ambassador Program
  • Onboard and train new Volunteer Ambassadors following The Center's established onboarding protocol
  • Publish the Volunteer Ambassador schedule monthly and keep shifts filled to ensure all 4-hour shifts are covered
  • Coach Ambassadors during shifts and report on their progress to the Senior Manager of Welcome Services during weekly check-ins
  • Maintain clear, professional boundaries with volunteers and staff
  • Coordinate/collaborate with the Volunteer Services Manager as needed to onboard, train, and mentor Welcome Services volunteers
• Communication and Teamwork
  • Work as one integrated Welcome Desk and Crisis Services team: share information, cover for teammates as approved by the supervisor, and coordinate client handoffs so every client receives consistent support
  • Update the Senior Manager of Welcome Services as soon as staffing needs, client concerns, and safety issues arise
  • Attend Welcome Services and Crisis Services team meetings and complete all required training by assigned deadlines
  • Perform other reasonable duties as assigned

Requirements

• Experience: One year of experience in customer service, front desk, or reception work, or in community-based social services. Experience in a high-volume setting is a plus.
• Language Skills: Verbal and written fluency in English and Spanish.
• Community Knowledge: Knowledge of current issues and trends affecting LGBTQ+ communities and the other communities The Center serves.
• Crisis Response: Understanding of trauma-informed, client-centered care, including the ability to recognize a crisis and use de-escalation strategies.
• Communication: Strong verbal and written communication, active listening, empathy, conflict resolution, and interpersonal skills.
• Organization and Technology: Strong organizational and record-keeping skills, ability to manage multiple tasks as priorities shift, and proficiency in MS Office Suite.
• Confidentiality: Ability to protect sensitive client information and follow HIPAA requirements and The Center's privacy procedures.
• Availability and Training: Able to work varied weekday, evening, and rotating Saturday hours, and willing to complete Welcome Services and Crisis Services cross-training and training on The Center's Law Enforcement Response Protocols.

Preferred Qualifications

• Education: Associate degree or higher.
• Experience: Experience with resource navigation, referrals, or crisis response; supporting or supervising volunteers; or working with or serving LGBTQ+ or immigrant communities.
• Local Knowledge: Familiarity with San Diego County social services and community resources.
• Training: Training in de-escalation, Mental Health First Aid, or domestic violence response.