Bilingual Program Manager Jobs (NOW HIRING)

Are you a skilled professional who believes in lending your skills to end hunger during these unprecedented times? If so, consider being the Bilingual Program Associate, Participant Enrollment & Customer Service for the San Francisco-Marin Food Bank. Join our friendly, collaborative, and hardworking programs team, reporting to the Program Manager.  

As part of the Participant Enrollment and Customer Service branch, theBilingual ProgramAssociateis responsible forparticipant enrollment and referral to the San Francisco-Marin Food Bank’s services. TheBilingual Program Associateis also responsible for providing excellent customer service and support to participantsactivelyenrolled in services.  

Who We Are: 

The San Francisco-Marin Food Bank’s mission is to end hunger in San Francisco and Marin counties. We envision a community free of the root causes of hunger, where everyone has access to nutritious food of their choosing and is uplifted by a network of support. 

Together with more than 250+ community partners, we work to address hunger head-on through a coordinated network of neighborhood food pantries, CalFresh enrollment, home-delivered groceries, and policy and advocacy efforts. We work with our community to provide food for people facing hunger today while working to end thehunger oftomorrow. This fiscal year, we are serving 42,000 households per week.Nearly 70%of what we distribute is fresh fruits and vegetables. Visitsfmfoodbank.orgto learn more. 

Who You Are: 

To excel in this position, you will need to approach the work with the following habits and values: 

• Collaboration and Teamwork 

• Partners with others to contribute ideas, time, or energy to ensure a project ortaskssuccess. 

• Seeksassistance, as needed, and consistentlyvolunteersassistanceto colleagues. 

• Acknowledgescolleaguesaccomplishments and shares credit on collaborative work. 

• Values Differences 

• Respectsandseeksto understand different perspectives. 

• Is sensitive to cultural norms, expectations, and ways of communicating. 

• Customer Focus 

• Provides empathetic listening and proactive problem solving. 

• Provides a positive participant experience and is thoughtful of participant needs. 

• Exhibitsclear and consistent communication with participants to uphold Food Bank programs policies. 

• Judgement 

• Recognizes when to escalate specific situations to the next higher level ofexpertise. 

• Takes time to collect information,considersimpact, and confirms details beforemaking a decision. 

• Seeks input from others or independently does more research to verify assumptions and information before accepting them. 

• Self-Awareness and Professionalism 

• Seeks feedback and is receptive to reflecting on and discussing strengths and weaknesses. 

• Maintainsprofessional boundaries with coworkers andparticipants, andacts with integrity. 

• Delivers Commitments 

• Follows through on commitments. 

• Shows consistency between words and actions and takes responsibility for decisions, actions, and mistakes. 

What You Would Be Accountable for: 

The Bilingual Program Associate is accountablefor the following key pieces ofLevel 1enrollment and customer servicework: 

• Participantenrollment and referral over the phone, online, or via paper forms. 

• Participantsupport andtroubleshooting. 

• Maintainingupdated andaccurateparticipant accounts in our database. 

• Occasionalproject-based or ad-hocon-site enrollment and referral supportatneighborhood food pantries. 

• Administrativetasksin relation to participantsand their accounts(some tasks may be office-based). 

• Compliance with policies and proceduresofFood Bank programs. 

What You Would Be Doing Right Now: 

Participant Enrollmentand Referral 

• Screen participants forallFood Bank services. 

• Enrollparticipantsin food pantries and home-delivered groceryservices. 

• Referparticipants to other Food Bank services(CalFresh, SFP, EFB)and external social services. 

• Efficiently andaccuratelyupdate andmanage paper and electronic participant records. 

• Monitorcompliance with enrollment protocols,directlycommunicatetheappropriate follow-upwith participantsand social service providersorreportpartner agencydiscrepancies toBilingual Program Coordinator, as necessary. 

Customer Service 

• Respond to questions, complaints, and concerns of community members (participants, agencies, social workers,etc) promptly and professionally. 

• Respond to inbound calls/voicemails, emails, and texts ina timelymanner. 

• Use technical tools (Zendesk, Excel, CRM,etc) to document participant interactions. 

• Apply de-escalation techniques to emotionally escalated interactions. Ask for support fromProgramManager, as needed. 

• Warm, welcoming experiencetoparticipants//positiveexperience for participants. 

Other Program Support 

• Problem solve and provide programmatic and customer service support toprogramsstaff and agencies, as needed, includingoff-site responsibilities. 

• Support internal and external reporting and surveys. 

• Coordinate occasional mass mailings. 

• Participate in service improvement efforts. 

• Support inter- and cross-departmental projects that involve participant outreach and communication. 

• Provide administrative and other backend support for departmental needs. 

• Other duties as assigned. 

What Else You Should Know: 

REQUIRED EXPERIENCE: 

• 1+ years of experience in the non-profit or social services sector working directly with clients facing multiple barriers to receiving services. 

PREFERRED EXPERIENCE: 

• Experience using customer support ticketing softwarerequired. Zendesk preferred. 

• Knowledge of service delivery system in San Francisco and Marin. 

KEY KNOWLEDGE, SKILLS, & ABILITIES: 

• Fluency in English,receive a level 9 score on the verbal assessment and a level 8 score on the written assessment. 

• Fluency in Cantonese, receive a level 9 score on the verbal assessment and a level 8 score on the written assessment. 

• Pass the following tests: Data Accuracy and Speed. 

• Experience in resolving conflicts by listening, communicating calmly and respectfully to the satisfaction ofclient. 

• Cultural awareness and sensitivity in working with community members from diversebackgrounds.Abilityto adhere to safety and standard operating procedures. 

• Ability tocomply withthe Food Bank’s confidentiality policies and procedures at all times. 

• Dependable and able to accommodate occasional evening or weekend work when needed. 

• Ability to perform clerical and computer work temporarily ina variety of off-siteand physical arrangements. 

• Intermediate computer skills and ability to quickly learn new computer software with training. 

CERTIFICATES, LICENSES, REGISTRATIONS: N/A 

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

This position is set in a hybrid work environment. The physical and environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

POSITION COVERED BY OPEIU LOCAL 29 BARGAINING UNIT.  

SALARY The position is a fixed term position, anticipated to end July 2027. The starting salary for this position ranges from $29.20-30.11, with exact salary depending on experience.  

BENEFITS All positions are offered generous holiday and sick time as well as retirement savings. This position also qualifies for medical, dental, life, long-term disability, and vacation time. 

The San Francisco-Marin Food bank is an Equal OpportunityEmployerand we value having staff who come from communities that we serve. We especially encourage people of color, folks from the LGBTQIA2+ community, and people with disabilities to apply.In accordance withand support of the San Francisco Fair Chance Ordinance, we encourage formerly incarcerated individuals and those with arrest and conviction records to apply.