Front Desk & Program Assistant (Bilingual - Spanish)

About the role

The Front Desk & Program Assistant is the welcoming face of Hively’s Pleasanton office and serves as an initial point of contact for families, visitors, and community partners. This position provides day-to-day support for Hively’s Family Resource Center, connects families with child care and community resources, and provides administrative and program support across the organization.

Responsibilities

• Welcome & Support Families
• Serve as a welcoming first point of contact for families, visitors, and community partners at Hively's Pleasanton office.
• Help families identify and access Hively programs, child care resources, and other community services based on their individual needs.
• Provide child care referrals and educational resources to families and help guide them through the process of identifying and securing quality child care.
• Help families navigate enrollment and application processes for programs such as CalFresh, connect families with the appropriate Hively staff, departments, or external community resources when additional assistance is needed.
• Provide Spanish-language assistance to families as needed.
• Manage the Family Resource Center
• Manage the day-to-day operations of Hively's Pleasanton Family Resource Center and Community Closet.
• Maintain a welcoming, clean, organized, and well-stocked environment for families.
• Receive, organize, sort, label, and store donated items and supplies.
• Cookdonation drop-offs and local donation pick-ups as needed.
• Maintain appropriate records for donations and provide receipts to donors.
• Prepare and maintain family enrollment welcome bags and other resources distributed to families.
• Help coordinate and oversee volunteers supporting Family Resource Center activities.
• Provide Program & Office Support
• Provide administrative and program support to Hively teams as needed, including Community Services, Intake, Provider Support, and Referral teams.
• Provide cross-trained coverage to help ensure families continue receiving timely assistance when other team members are unavailable.
• Support community events, volunteer activities, outreach efforts, trainings, and other special projects.
• Aid in the collection and tracking of client surveys and other program information.
• Enter and maintain accurate client, referral, donation, and service information in Hively systems.
• Use tools such as Google Workspace, Zendesk, and Notion to maintain records, resources, and internal information.
• Aid in maintaining shared spaces, organizing resources and supplies, and distributing incoming mail.
• Travel to other Hively locations throughout Alameda County to support programs, outreach activities, and special events as needed.

Qualifications

• Bilingual fluency in English and Spanish
• Experience working directly with families, clients, customers, or community members
• Strong customer-service skills and a warm, approachable communication style
• Strong organizational skills and attention to detail
• Ability to manage multiple responsibilities and adjust priorities throughout the day
• Ability to communicate clearly and professionally, both verbally and in writing
• Ability to build positive working relationships with people from diverse backgrounds
• Comfort learning and using technology, including Google Workspace or Microsoft Office
• Ability to handle confidential information with discretion
• A collaborative, flexible approach and willingness to help wherever needed
• Reliable transportation for occasional local donation pick-ups and travel between Hively locations
• Ability to occasionally work evenings or weekends for community events and outreach activities

Preferred Knowledge, Skills and Abilities

• Experience working in a nonprofit, human services, family services, or community-based organization
• Experience providing services to diverse communities
• Experience with Zendesk or another CRM, ticketing, or client-management system
• Experience connecting families with community resources or public-benefit programs

Physical Requirements

• Ability to sit at a desk, conference table, or in meeting rooms of various configurations for extended amounts of time
• Ability to stand for extended amounts of time
• Manual dexterity to use a telephone and computer
• Facility to hear and understand speech at normal room levels, and to hear and understand speech on phone
• Facility to speak in audible tones so that others may understand clearly in normal conversations and over the telephone
• Physical agility to lift and carry up to 20 pounds and to bend, stoop, walk and reach overhead
• Physical agility to push/pull, squat, twist and turn
• Mental acuity to perform the essential functions of this position in an accurate and timely fashion; to make good judgments and decisions; and to evaluate the results of decisions and judgments