Reports To:                   Service Coordination Manager

Classification:              Non-Exempt, Regular Part-Time, Union Position

Hours Per Week:   20 hours per week

Location:                   Mission District

The Organization:

Good Samaritan is an innovative multi-service non-profit agency located in San Francisco’s Mission District. Its mission is to help immigrant families access needed services, develop self-sufficiency, and participate fully as members of the community. Our staff is a diverse and talented team willing to take different and unique approaches to help children, youth and families thrive and succeed.

Position Summary: 

This position is responsible for creating a welcoming, professional and friendly environment for all Good Samaritan visitors.  Key responsibilities include:  Inform families of Good Sam’s mission and services, conduct outreach and intake, and provide information and referral. Assist community members with resolving phone and utility bill issues

Principal Responsibilities:

  • Receive all visitors who enter the center, providing a positive and welcoming impression
  • Ensure communication and interventions with visitors and participants are culturally relevant, acknowledge and value families’ strengths, and are responsive to the multiple aspects of the diversity of the families served
  • Customer Service (In Spanish and English)
  • Pre-screen to assess the needs of the family of those seeking services
  • Make appropriate referrals to Good Samaritan services and other community resources, and facilitate successful access to those services (by phone and to incoming visitors)
  • Work with other staff and service providers to ensure appropriate follow up on referred participants
  • Explain Good Samaritan classes and programs to participants, other service providers, and visitors
  • Assist participants in accurately completing registration forms and keep documents confidential
  • Answer incoming calls and route callers or provide information as required
  • Maintain and update program referral and services information
  • Perform community outreach to identify and add new resources to our resource information guide
  • Work with staff to provide education to participants on CPUC, TEAM, and CHANGES phone and utility bill assistance programs and information about immigration laws
  • Investigate and resolve client complaints on their phone and utility bills
  • Engage with customer services professionals to resolve customer’s complaints
  • Organize and maintain confidential customer files, documents, billing invoices and education unit logs 
  • Maintain an organized and clean appearance of the reception area and keep workstation a clean and organized
  • Distribute Good Samaritan mail. Handle incoming mail and deliveries
  • Manage the facility access to visitors and monitor the safety of the building
  • Provide administrative support to staff as needed
  • Meet with Service Coordination Manager weekly, attend staff, team, and committee meetings as scheduled

Other duties:

  • Responsible for the strict maintenance of client confidentiality  
  • Responsible for making suggestions to improve reception and safety operations
  • Responsible for identifying problems and barriers and for recommending appropriate solutions
  • Responsible for contributing to a productive, harmonious, and cooperative work environment
  • Other duties as assigned by manager

Minimum Qualifications:

  • High School Diploma or Equivalent and 1 year of relevant work experience
  • Bilingual Spanish/English required (in reading, writing, and speaking), bicultural preferred
  • Experience working with Latino immigrant population and understanding of immigrant issues
  • Excellent written and verbal communication skills and public relation/customer services skills
  • Ability and willingness to work an irregular schedule and to travel to off-site locations in the community as needed
  • Ability to read, analyze and interpret a variety of policies, procedures, telephone contracts that clients present regarding their phone or utility bill complaints
  • Excellent facilitation skills with groups and one-on-one
  • Customer services skills
  • Good negotiation skills (when talking to Customer Services Representatives)
  • Working understanding of advocacy and consumer rights
  • Strong organizational and time management skills
  • Computer literacy (MS Word, the Internet, data entry)
  • Punctual, self-motivated and flexible
  • Detail oriented
  • Excellent writing skills including spelling and grammar (English and Spanish)
  • Collaborative, team-oriented work style and ability to work effectively with diverse staff
  • Strong understanding of confidentiality and professional boundaries
  • Child and youth friendly
  • Share Good Sam’s values (Innovation, Participation, Integrity, Trust, Respect, and Corazón)

Desirable Qualifications:

  • Knowledge of Mission District and citywide resources
  • Previous experience in or understanding of the family resource center and/or family strengthening models
  • Training or experience in the areas or early childhood and/or youth development
  • Experience with the practice of conflict management and de-escalation methods