Navigator I, Entryway, Bilingual PT

About the role

The mission of Neighbor Services at Feeding Tampa Bay is to create and deliver a more effective and empathetic social services experience. Through a foundation of food access, we are feeding solutions by empowering and equipping neighbors with knowledge, resources, and opportunities to enhance personal resilience, increase financial stability, and promote overall wellness.

Essential Duties And Responsibilities

• Neighbor + Visitor Management: Greet all Neighbors and visitors in a warm, respectful, and professional manner; ensuring Grow Code and Neighbor Services protocols are followed in all interactions.
• Provide helpful information to Neighbors including answering questions regarding how operations work (market, bistro, neighborhood) and provide details regarding specific program overviews and participant eligibility.
• Direct Neighbor inquiries to relevant teams/staff as needed.
• Manage Neighbor check-in procedures and intake processes including use of kiosks, Waitwhile, and Cap60.
• Pick Up and Orient all Entryway and Emergency Shopping volunteers daily, and manage the success of volunteers for each shift.
• Maintain Neighbor confidentiality and discretion at all times, adhering to FTB policies and HIPAA and privacy regulations.
• Handle difficult or distressed Neighbors with empathy, patience, and de-escalation techniques when necessary, escalating to appropriate staff as needed.

System Maintenance + Administrative Support

• Aids Neighbors in creating Cap60 profiles and checking in for services.
• Aids in monitoring the daily flow of Neighbors and services through the Waitwhile system, ensuring Neighbors are connecting with Neighborhood Coordinators in a timely manner, understanding where to sit, accessing a snack/water as needed, showing Neighbors where flyers and information can be located, etc.
• Communicates daily with Neighborhood Manager regarding Waitwhile/check-in system challenges and flags as well as modifications needed due to Neighbor volume control.
• Aids in data entry and maintenance in Waitwhile, Google Sheets, and Cap60 as needed.
• Maintains a clean and organized Entryway at all times to the standards of FTB’s Clean+Safe initiative.
• Aids in preparing classrooms spaces for Neighbor events and assists with partner set-up and Neighbors flow as required.

Team Collaboration

• Prioritizes Neighbor Services processes, works collaboratively with other FTB departments and teams for the success of the Neighbor Experience across Community Place.
• Discusses all programmatic asks or needs from other teams with Supervisor and/or Neighbor Services Leadership so a supported decision can be made.
• As approved, steps in as needed to support gaps across Community Place.

Safety + Security

• Follows FTB protocols for safety and security of Neighbors, staff, and partner volunteers at all times. Assists Neighbors and visitors in crisis and follows FTB’s Incident Reporting processes.
• Reports any suspicious activity or security concerns to appropriate personnel immediately.
• Follows FTB protocols for building access and ensures notices for service closures are updated on the Entryway Door.
• Aids all Neighbors needing specific ADA accommodations throughout the space (opening doors, assigning volunteers to help Neighbors out to their vehicles, etc.).

Qualifications

• 1-2+ years experience in a front desk, receptionist, administrative, or customer service role, preferably in a social services, non-profit, healthcare, or similar environment.
• Excellent verbal and written communication skills.
• Bilingual (Spanish/English) required.
• Strong interpersonal skills with the ability to build rapport with diverse individuals, strong customer services skills a must.
• Expertise working in low-income, culturally diverse, community settings and a basic understanding of the challenges and barriers faced when individuals and families seek assistance.
• Excellent computer/technology skills a must; proficiency in or ability to learn Google Suite and other databases and calendaring systems.
• Exceptional organizational skills and attention to detail with the ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Demonstrated empathy, patience, and a non-judgmental attitude with the ability to maintain strict confidentiality.
• Excellent problem-solving skills and ability to remain calm under pressure.
• Occasional travel required among our 10-county service region.
• Possession of a valid Florida Driver’s license.