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Description

Job Title: Navigator II, Helpline Bilingual

Department: Operations

Reports To: Neighbor Services Program Manager

CLASSIFICATION: Monday - Friday; Core Hours 9 am-5 pm; some evenings and weekends required

STATUS: Hourly  

LOCATION: Causeway Center, Mostly On-Site

PAY RATE: $21.00

COMPANY OVERVIEW

Focused on uplifting our neighbors toward long-term sustainability, Feeding Tampa Bay nourishes human potential by providing access to food and then leveraging that access to connect those we serve with empowering resources. 

At Feeding Tampa Bay, we are on a united path to transform our community. We thoughtfully drive change while embracing and celebrating our collective impact, as well as the impact of each individual. Through our Grow Code, we strive to honor all, conquer together, be imaginist, speak with truth, and stay rooted in the mission of Feeding Tampa Bay.

SUMMARY

Feeding Tampa Bay's Neighbor Services program helps with more than just food. We know that surrounding hunger is often challenged with meeting other basic needs, like finding adequate housing, understanding health care options, locating transportation help, or accessing services to support individuals and families. Our trained team cares about our community and works one-on-one to help neighbors navigate an often complicated social services system. 

We aim to empower our community to utilize resources and services that reduce challenges caused by financial crisis. We equip neighbors with knowledge, resources, and opportunities to advance economic mobility, empowering neighbors to have a brighter, healthier future. 

JOB OVERVIEW

The Bilingual Helpline Navigator will focus on providing Feeding Tampa Bay's suite of Neighbor Services over the phone. Helpline Navigators serve as the first point of contact for individuals seeking help with food, housing, healthcare, and other essential needs. This role combines compassionate listening, needs assessment, accurate resource referrals, and ongoing follow-up to ensure that individuals are connected to the services they need. In addition to initial intake, the Helpline Navigator will conduct follow-up calls and facilitate specific program interventions, helping to guide callers through the process of accessing assistance and resolving barriers. This position requires commitment to an in-office schedule based out of Causeway Center and will also occasionally work across our 10-county region.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Direct Neighbor Support and Resource Navigation

• Answer incoming helpline calls, emails, and online requests with professionalism, empathy, and cultural sensitivity.
• Conduct comprehensive needs assessments to identify resources and interventions appropriate to each situation.
• Provide accurate, timely information about community resources, government benefits, and organizational programs (e.g., SNAP application assistance, food navigation, s'well, etc).
• Facilitate specific FTB program interventions by guiding individuals through applications, forms, or eligibility processes, and coordinating with internal program teams.
• Conduct follow-up calls to confirm connection to services, and troubleshoot barriers to access.
• Escalate urgent or crisis situations to appropriate supervisors or partner agencies following established protocols.
• Provide one or more empowerment core services: Food Assistance, SNAP Assistance, Benefits Navigation, Advocacy, Crisis Intervention, and Information and Referrals during each neighbor interaction (community referrals include, but are not limited to: health, mental health, employment, housing, and other community resources).
• Respond to inquiries for food assistance by helping clients navigate current Feeding Tampa Bay resources and make customized recommendations for services.
• Utilize motivational interviewing, crisis intervention, and de-escalation techniques to create actionable plans for Neighbors.
• Provide SNAP Application assistance 
• Support the s'well (senior wellness) program through enrollment, follow-ups, check-ins, and referrals.
• Provide exceptional customer service to ensure Neighbors feel heard and have a positive experience.

Program Operations and Administration

• Build and maintain knowledge of available resources, eligibility requirements, and service changes to provide the most relevant information.
• Collaborate with colleagues and community partners to ensure seamless referrals and positive service outcomes.
• Centralize the connection between services provided at FTB within our 10-county region.
• Maintain accurate and up-to-date client records in both documentation and appointment systems. Report other data as required/requested by FTB's Data and Impact team.
• Act as a point of contact (POC) for any skilled volunteer questions and concerns, ensuring they feel valued and appreciated as part of the team.
• Build and maintain positive relationships with community partners.
• Stay informed about community resources and services; update the NS Resource Database as needed.

Professional Compliance and Team Collaboration

• Participate in staff meetings, trainings, and professional development activities to enhance service delivery.
• Uphold client confidentiality and privacy standards at all times.
• Actively participate in team meetings, case staffings, and debriefs.
• Cross-train to provide support in various Neighbor Experience areas, including but not limited to: market shopping, Neighborhood Coordination, and community events
• Serve as a first responder during natural disasters, supporting community distributions, emergency hotline coverage, and triage services as needed.
• Represent Neighbor Services programs internally and externally to the highest standard.
• Stay current on internal processes, programs, and industry best practices through training, community events, and conferences. Maintain 30 hours of continuing education training credits per year.
• Foster a positive and collaborative culture for Neighbors, volunteers, and peers within Neighbor Services.
• Embrace, uphold, and embody FTB's mission and Grow Code in neighbor, community, and internal interactions.
• Maintain regular communication with supervisor and Neighbor Services Leadership on issues related to neighbor services, community programs, cross-agency departments, and other stakeholders.
• Occasionally represent Feeding Tampa Bay at community events and meetings.
• Assist other Feeding Tampa Bay staff on special projects.
• Commit to upholding policies, principles, and best practices for food safety.
• Other duties as assigned.

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

• Bachelor's degree and/or 4+years' experience in social work, human services, counseling, public health, case management, or other relevant/related field 
• Customer Service Experience a Plus
• Demonstrates ability to communicate clearly and concisely, both orally and in writing
• Bilingual in Spanish required.
• Experience working in low-income, culturally diverse community settings and a basic understanding of the challenges and barriers faced when individuals and families seek assistance. Knowledge and experience with homeless or housing-insecure populations is a plus
• Excellent verbal and interpersonal skills; especially demonstrate ability to work with and communicate effectively over the phone and in person
• Experience working in high-stress environments. Preferred experience in crisis intervention, de-escalation, active listening, and motivational interviewing
• Ability to independently oversee multiple projects, taking the initiative to improve the program and smoothly coordinate it while maintaining a very collaborative work style with the Neighbor Experience Team- with oversight of a variety of tasks, flexibility, and adaptability are key aspects of this position.
• Comfortable with public speaking in public, including giving group presentations and training workshops to diverse audiences
• Proven ability to handle and document deliverables and data from several sources. Spreadsheet skills are a must.
• Ability to work constructively with individuals (agency staff, the public, and volunteers) from a variety of socioeconomic backgrounds in culturally diverse work environments. 
• Proficient with Microsoft Office, Google Suite, Zoom, and Asana experience a plus. 
• Occasional travel required within our 10-county service region
• Possession of a valid Florida Driver's license