Help Line Navigator II, Community Food Access

About the role

Feed More collects, prepares and distributes food to neighbors in need across 34 cities and counties, supported by over 100 employees, nearly 300 Agency Network members, and about 200 volunteers daily. As a member of Feeding America and Meals on Wheels America, Feed More fights hunger throughout Central Virginia and seeks a confident, organized, mission‑driven, client‑focused professional to join the team as a Help Line Navigator II. In this role you will respond to inbound calls and referral requests from neighbors seeking food assistance and related community resources.

Department: Programs • Reports To: Manager, Intake and Referral Operations • FLSA Status: Full‑time Salaried Exempt • Supervisory Responsibilities: None • Budgetary Responsibilities: None

Responsibilities

• Respond to inbound calls in a professional, empathetic, and efficient manner.
• Ensure accurate entry of client data into required systems.
• Conduct structured intake using Link2Feed and required systems.
• Provide accurate referrals to pantries, distribution sites, and community partners.
• Ensure clear communication of next steps and service expectations.
• Process healthcare and partner‑initiated referrals according to defined operational standards.
• Conduct structured follow‑up when required to confirm service connection.
• Document referral status to track referral status.
• Maintain boundaries from eligibility determination and case management.
• Collaborate within programs or operations to coordinate services when neighbor is connected or enrolled in a Feed More program or pilot.
• Provide warm referrals when appropriate.
• Escalate complex or unresolved situations through defined protocols.
• Close referrals once connection is confirmed or escalated appropriately.
• Maintain high standards of professionalism and empathy in all interactions.
• Document and resolve service disruptions by independently identifying solutions, or by collaborating with other programs and operations team members if required.
• Identify patterns in service concerns and elevate recurring issues to Manager.
• Support Help Line volunteers in scheduling, onboarding, training and support during volunteer shifts.
• Serve as a point of contact for referral agency partners to identify and address service delivery issues for neighbors.
• Adhere to intake scripts and documentation guidelines.
• Participate in QA reviews and ongoing training.
• Ensure data accuracy and reporting requirements.
• Contribute to process improvement feedback loops.

Requirements

• A high school diploma.
• 7+ years of relevant experience and/or Community Health Worker certification.
• Professional working proficiency in Spanish.
• Experience in call center, intake, or service coordination environments.
• Strong communication and documentation skills.
• Ability to remain calm and solution‑focused in high‑volume settings.
• Commitment to serving neighbors with dignity and respect.

Qualifications

• Bachelor’s degree in business, communications, human services and/or related field.
• 10+ years of relevant experience in a similar role.