Program Specialist ReceptionResource Navigator

SCOPE OF WORK

The purpose of this position is to serve as the first point of contact for individuals and families visiting or contacting CSETs rural community offices. This position provides front-desk reception administrative support and basic resource navigation to help community members identify and connect with available programs and services.

This position will support access to community resources including food assistance employment services housing resources health and human services and other basic-needs programs. The employee maintains current resource information assists with general inquiries refers individuals to appropriate CSET staff or outside service providers and helps maintain an organized welcoming and professional office environment.

The employee must demonstrate professionalism confidentiality cultural sensitivity and respect for individuals from diverse backgrounds including residents who may experience language barriers transportation challenges limited access to technology or other barriers to services.

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

ACCOUNTABILITIES

Reception and Customer Service

• Greet visitors and provide a welcoming respectful and professional first point of contact

• Answer incoming telephone calls respond to general inquiries take accurate messages and direct calls to appropriate staff

• Assist walk-in customers with identifying the purpose of their visit and connecting with the appropriate CSET program or staff member

• Maintain the reception area visitor information sign-in procedures and general office organization

• Follow established office procedures including opening and closing duties as assigned

• Schedule appointments or assist with appointment coordination when authorized

• Communicate office hours service availability and general program information accurately

Resource Navigation and Referrals

• Assist individuals and families in identifying available community resources based on their stated needs

• Maintain and use current resource directories referral lists program information and community resource binders

• Provide information about food distribution emergency assistance housing resources employment services copies/faxes and other basic-needs resources

• Contact community organizations or service providers when appropriate to confirm current service availability hours eligibility requirements required documents and referral procedures; ensure that service and resource information is updated in the Service Binder located in each office

• Refer individuals to appropriate CSET program staff partner agencies or other service providers

• Provide information in a clear respectful and culturally responsive manner including Spanish-language assistance

• Document referrals and customer contacts according to established procedures and privacy requirements

• Follow up on referrals when assigned and help individuals understand the next steps for accessing services

• Recognize when a request requires specialized assistance and promptly refer the individual to qualified program staff

Administrative and Office Support

• Maintain organized resource materials brochures forms and community service information

• Assist with data entry copying scanning filing appointment logs and other routine administrative tasks

• Maintain accurate records of calls visitors referrals and services provided as required

• Assist with updating office resource binders and electronic resource directories

• Support outreach activities community announcements and distribution of approved program information as assigned

• Communicate recurring service gaps community needs and resource availability concerns to the supervisor

Customer Privacy Safety and Professional Conduct

• Protect confidential and sensitive customer information and follow CSET policies and applicable privacy requirements

• Collect only the information necessary for authorized duties and avoid discussing private customer information in public areas

• Follow established procedures for handling difficult interactions safety concerns emergencies and customer complaints

• Treat all individuals fairly and respectfully without discrimination or judgment

• Avoid guaranteeing benefits eligibility appointments or services before confirmation by the responsible program or service provider

• Maintain appropriate professional boundaries and refer eligibility determinations and specialized case-management matters to authorized staff

Team Communication and Office Operations

• Communicate customer needs referral concerns and operational issues to the supervisor or designated staff

• Coordinate with CSET program personnel to ensure customers are directed to the appropriate services

• Follow established office procedures and participate in training and staff meetings as assigned

• Complete assigned duties within the approved temporary work schedule

SKILLS & ABILITIES

• Ability to communicate professionally in person and by telephone

• Basic computer skills including email data entry and common office applications

• Ability to organize information maintain accurate records and follow established procedures

• Ability to communicate respectfully with people from diverse cultural economic and language backgrounds

• Ability to maintain confidentiality and exercise sound judgment when handling customer information

• Ability to work independently on routine assignments and seek guidance when needed

• Strong customer service and interpersonal communication skills

• Clear verbal and written communication

• Organization attention to detail and accurate recordkeeping

• Basic problem-solving and resource research skills

• Ability to manage multiple tasks and prioritize customer needs

• Respect for confidentiality diversity and individual dignity

• Ability to recognize the limits of the position and refer complex questions to appropriate staff

• Willingness to learn CSET programs office procedures and community referral resources

• Bilingual communication skills in English and Spanish (preferred)

EDUCATION AND/OR EXPERIENCE

• One year of previous experience in reception customer service clerical support community services or a related field preferred

• High school diploma or equivalent

• Current drivers license

Preferred:

• Experience working in a rural community office nonprofit organization family resource center or social services setting

• Familiarity with Tulare County community resources and referral networks

• Experience maintaining resource directories tracking referrals or assisting individuals with accessing public or community services

WORK CONDITIONS & ENVIRONMENT

The physical 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. This position is typically situated in a standard office environment resulting in little exposure to the weather and requiring no unusual physical abilities.

• Must have the visual ability to perform detailed work at close distances (computer screens)

• Must be able to sit for long periods

• Must be able to bend stoop and reach

• Must be able to perform substantial movements (motions) of the wrists hands and/or fingers

• Must be able to exert physical effort in light work involving lifting carrying pushing and pulling

• Must be able to read understand and explain various forms and written material

COMPENSATION

Pay Range: $19.29 - 20.67 per hour depending on qualifications and experience. This is a part-time position classified as Non-Exempt under the Fair Labor Standards Act (FLSA) and is eligible for overtime pay in accordance with California and federal law. Overtime requires prior supervisor approval.

EQUAL OPPORTUNITY EMPLOYER

CSET is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity or expression national origin age disability genetic information marital status ancestry medical condition military or veteran status or any other characteristic protected by federal state or local law.

CSET complies with the California Fair Employment and Housing Act (FEHA) and will consider qualified applicants with criminal histories in a manner consistent with the Fair Chance Act. Reasonable accommodations are available for applicants and employees with disabilities upon request.

DISCLAIMER STATEMENT

The supplemental job description lists typical examples of work and is not intended to include every job and responsibility of this position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

Required Experience:

IC