Navigator I, Entryway, Bilingual PT

Job Title: Navigator I, Entryway, Bilingual 

Department: Operations

Reports To: Neighborhood Manager

CLASSIFICATION: Part-time Onsite Monday - Friday ; Core Hours 8:00 am - 2:30 pm; some evenings and weekends required

STATUS: Hourly

LOCATION: Causeway Center

PAY RATE: $21.00/hr

SUMMARY

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. 

JOB OVERVIEW

The Entryway Greeter is the first point of contact for neighbors visiting Community Place at Feeding Tampa Bay. This vital role is responsible for creating a welcoming and supportive atmosphere by understanding the complex needs of those we serve and interacting with kindness, empathy, and clarity towards all. The Entryway Greeter is responsible for providing outstanding customer service by helping neighbors understand how to access services, assisting neighbors with all check-in and intake processes, and will continuously assist the neighborhood team to ensure daily operations run as efficiently as possible. The Entryway Greeter should be an excellent problem solver with an ability to de-escalate crises and resolve interpersonal conflicts as needed. This position should be able to work both independently and as a part of a team. 

The ideal candidate will be empathetic, organized, professional, and possess excellent communication and interpersonal skills. Bilingual Spanish applicants preferred. 

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. 
• As needed provide Neighbor Service triage and support to FTB’s front desk

System Maintenance + Administrative Support:

• Assists Neighbors in creating Cap60 profiles and checking in for services
• Assists 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
• Assists in data entry and maintenance in Waitwhile, Google Sheets, and Cap60 as needed
• Maintain a clean and organized Entryway at all times to the standards of FTB’s Clean+Safe initiative
• Assists in preparing classrooms spaces for Neighbor events and assists with partner set-up and Neighbors flow as required

Team Collaboration:

• Prioritizing 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
• Assists all Neighbors needing specific ADA accommodations throughout the space (opening doors, assigning volunteers to help Neighbors out to their vehicles, etc.)

GENERAL DUTIES + RESPONSIBILITIES

• Be a team leader in embracing, upholding, and embodying FTB’s mission, Grow Code, and Clean+Safe initiative in all neighbor, community, and internal interactions
• Work collaboratively toward organizational mission and goals 
• Cross-train in other areas of the organization and fill in as needed for staffing gaps
• Participate in FTB-led Disaster Response efforts pre, during, or post disasters
• Participate in regular team, all-staff or other FTB 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

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 ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

• 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-judgemental 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