Customer Advisor Community Engagement Specialist (Northern CA)

Assist disabled California residents in accessing specialized telecommunications equipment, Traditional Relay Services, Speech Generating Devices, and other California Connect resources through the Deaf and Disabled Telecommunications Program (DDTP). Educate customers and community members about available programs and services, provide guidance throughout the application and certification process, and support customers in accessing communication solutions that meet their individual needs.

Responsibilities

• Travel regularly to recurring partner sites (including Salinas, San Luis Obispo, Santa Barbara) and mobile unit events throughout the Central Coast region; reliable transportation and a valid California driver’s license are required.
• Coordinate customer intake, appointment scheduling, application assistance, enrollment support, and service delivery activities at community partner locations, events, and mobile service activities.
• Assist customers during mobile unit service days and larger community events, supporting co-enrollment and cross-program interactions.
• Perform site setup and breakdown at partner locations and outdoor mobile service areas, including canopy setup, tables, signage, and equipment staging.
• Work with recipients toward familiarity and selection of accessible telecommunication equipment, including specialized equipment orders and telecommunications options.
• Assist customers with education and/or training regarding available services, and provide troubleshooting and technical support for equipment malfunctions and/or usage problems.
• Track and record per-engagement data including date, location, activity type, customer county of residence, communication preference, and applications started and completed.
• Coordinate with providers to resolve customer complaints and work closely with Field Operations Community Specialists to support events and scheduled mobile service activities.
• Provide complete and accurate notes on all customer interactions, ensuring the accuracy of program files and processes in accordance with state contract requirements.
• Place outbound calls as needed and work with the outreach team to schedule and host events, including community enrollment events, equipment demonstrations, and awareness activities.
• Maintain compliance with all company, contractual, and state policies and standards, and adhere to DDTP Privacy Policy and Information Security protocols.
• Maintain accurate records and prepare reports related to community engagement activities, event outcomes, inventory, and assigned program metrics.
• Perform other job duties as assigned.

Requirements

• Minimum of a High School diploma or equivalent; associate’s degree or higher preferred.
• 1–2 years of customer service, community outreach, social services, or assistive technology experience preferred.
• Ability to communicate in various proficiency levels of ASL is highly desirable.
• Ability to speak in either Spanish, Tagalog, Mandarin, or Cantonese is highly desirable.
• Valid California Driver’s License with a clean driving record required.
• Ability to travel throughout assigned service regions using a personal vehicle and, when assigned, operate organization vehicles to support field operations and events.

Skills

• Familiarity with, or ability to learn and teach, telecommunication access options and accessible telecommunication equipment (e.g., TTY, amplified phone, CapTel, alerting signalers, mobile phone amplifiers, smartphone features for hard of hearing, visual, or speech impairments).
• Ability to fit individuals with the necessary equipment.
• Proficiency in Customer Relationship Management systems and Inventory Management systems.
• Familiarity with local, state, and national resources for the deaf, deaf-blind, and hard-of-hearing population.
• Ability to utilize language, social, and cultural sensitivity to engage with California’s diverse populations.
• Excellent oral, visual, and written communication skills.
• Superior multi-tasking, organizational, record-keeping, and time-management skills.
• Computer knowledge for database work and MS Office operations.
• Highest regard for confidentiality, including in community and outdoor service settings where privacy measures must be actively maintained.

Work Environment / Physical Requirements

• Largely self-directed position requiring understanding and compliance with company policies, procedures, and values.
• Uses a computer and standard office equipment in a hybrid office environment.
• Regularly required to interact collaboratively with the team and stakeholders, and communicate via phone, videophone, or text messaging.
• Frequent travel throughout assigned service regions and community partner locations, events, mobile service environments, and other approved service sites.
• May occasionally transport, set up, and move assistive technology equipment, outreach materials, displays, and supplies weighing up to 25 pounds.