Neighbor Services Resource Team Supervisor

Second Harvest Heartland Job

Neighbor Services Resource Team Supervisor

At Second Harvest Heartland, we believe our differences make us stronger. We draw strength from the unique experiences of each and every employee and our community. We aspire to foster an inclusive culture – in the way we interact with each other and in every area of our work. We commit to advancing equity to make Second Harvest Heartland a better place to work, to be a better partner and to inspire a community where equity is a driver to ultimately end hunger.

Starting Pay Rate: $24-28/hr, Dependent on Qualifications and Experience.

Work Schedule: This position is hybrid. It is expected that the Neighbor Services Resource Team Supervisor will be working on-site at our headquarters in Brooklyn Park, MN a minimum of 2-3 days per week, during typical business hours 8 a.m. to 4:30 p.m. (Central), Monday through Friday. Limited opportunity to work some evenings or weekends.

Duties and Responsibilities:

• Hires, directs, schedules, and trains Resource Team members, ensuring they have the subject matter expertise necessary for their positions. Collaborate closely with SHH HR, Safety & Security, IT, and Neighbor Services to ensure effective onboarding, training and retention of Staff, Interns and Volunteers.
• Supervise and support the collaborative creation, maintenance, and refinement of a range of tools to support Outreach, SHH Care Center operations and application assistance work (e.g. client database, outreach materials, procedural manuals, Volunteer and Intern training and development curriculum, play books, etc.). As we grow and refine our workflows, ensure SOPs and other documents are updated, and old information is archived. Collaboratively monitor and update department workflows.
• Support creation, maintenance, and proof/edit/format of resources in the Knowledge Base ensuring accurate, timely and useful information is available in an easy-to-use and easy-to-access format.
• Oversee the Neighbor Services Intern and Volunteer programs and their related activities including, but not limited to: referral support and assistance, in office administrative support and, supporting/participating in community outreach (metro and greater MN). Collaborate with other teams and departments to innovate and grow these programs.
• Oversee and support the work of the Database and Case Audit Lead. Ensure data accuracy during conversion and import from multiple sources and through system updates. Assist with case audits to ensure consistent data practices for integrity.
• Provide regular feedback to staff and supervisors when data or process errors, or discrepancies, are discovered. Work with other Supervisors to correct and reduce negative impact as quickly as possible. This includes collaboratively planning and providing regular refresher training during Department and/or Team meetings and additional 1:1 training as needed. Support continuous Neighbor feedback and polling for evaluation.
• Collaborate with leadership to ensure compliance with established internal control procedures by examining records, reports, operating practices, and documentation.
• Lead and monitor impact of Database enhancements and updates. Make recommendations for future updates/upgrades/enhancements.
• Work together to ensure our Neighbors have a consistent and positive customer service experience of the highest quality. Collaborate closely with other Supervisors and department members, in addition to internal departments and a diverse set of external partner organizations to accomplish our goals and meet the Moon Shot.
• Collaborate closely with SHH HR, Volunteer Services, Safety & Security, IT, and Neighbor Services to ensure effective onboarding, training and retention of Staff, Interns and Volunteers. Ensure hand off from HR goes smoothly and, in collaboration with the new hire/transfer direct supervisor, coordinate other aspects of onboarding, including, but not limited to distribution/assignment of equipment, ensuring access to necessary systems, and facility orientation are completed in a timely and professional manner.
• Oversee the maintenance of training logs and equipment inventory for entire Department ensuring we are meeting all audit requirements. This includes new-hire training as well as annual review of required DHS, Civil Rights, and other trainings. Ensure the team completes internal IT and security training and provide documentation (working with IT) as needed for audits. Work with other Supervisors to resolve any missing trainings.
• Ensure the Resource team has what they need to provide administrative and communication support to the whole Neighbor Services department. Be aware of internal and external forces that may impact our Neighbors and work to mitigate negative impacts and maintain the highest customer service possible. Innovate and improve processes as the FRCC and Department grow to meet community demand.
• Timely communication, data compilation, and reporting of program outcomes (internally and externally) is expected. Support business objectives and contribute to long-term planning. This may include assisting with reports, grant writing, and the collection of data.
• Stay current on Supplemental Nutrition Assistance Program (SNAP) and Commodity Supplemental Food Program - Nutritional Assistance Program for Seniors (CSFP/NAPS) policy at State and Federal levels.
• Collaborate with Neighbor Services Outreach Specialists, Agency/Partner Relations Specialists, and others. Interface with community partners including food shelves, schools, health care providers, libraries, food distribution sites, meal programs, low-income housing units, and other non-profit organizations to improve and expand Neighbor Services outreach.
• Serve as a resource person to other departments and agencies in the community.
• Support other Supervisors, including but not limited to cross-training on job duties to cover as needed.
• Build internal relationships between Neighbor Services and other SHH Departments with an emphasis on cross-functional operational integrity.
• Maintains cross functional focus area, (homelessness, recovery, wellness etc.) and encourages the same from their staff. Additionally, share who holds this knowledge more broadly in the organization to assist in information sharing and collaboration.
• Provide "Train the Trainer" and other presentations and support both internally and with external partners.
• Support the team when updating the database system according to our brand standards in a set cadence as needed, including photos, NS content, and upcoming events
• Complies with federal, state, and local security legal requirements by studying existing and new security legislation, enforcing adherence to requirements, and advising management on needed actions. Participate in the SHH Data and Security team ad hoc meetings. Complete and stay current on all trainings (IT, Security, DHS, Civil Rights, team-specific, etc.)
• Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications and content, and participating in professional societies.
• Other duties as assigned.

Must Have:

• A combination of education and experience generally attained through a bachelor’s degree in a related field(s) (social services, community engagement, public health, etc.) and a minimum of 4 years’ experience in direct client work or volunteer services AND minimum of 2 years supervisory experience.
• Experience leading a team of collaborative, remote and/or hybrid staff.
• Experience or familiarity with CRM/CSM administration and operations management, social service program operations, or customer support or call center operations preferred.
• Excellent interpersonal and relationship skills that promote a positive experience and partner engagement.
• Demonstrated ability to effectively communicate with professional English skills in written and oral forms.
• Demonstrated exceptional customer service skills to create a welcoming and inclusive environment where everyone is welcomed and valued.
• Demonstrated familiarity with Microsoft Office Suite, Office 365, specifically Excel, Outlook, Teams, PowerPoint, Word, etc. And the ability to learn other computer software programs.
• Ability to work with flexibility, efficiency, and enthusiasm, both individually and as part of a team in a fast-paced, high-demand environment.
• Demonstrated ability to plan, manage and follow through on multiple daily tasks and projects.
• When working off-site, must have the ability to work confidentially and with privacy, which may include a separate space with a door.
• When off-site, must have the ability to secure workspace and equipment to prevent loss, damage, or breach of security.
• Access to internet connection during entire workday when working off-site. Connection with speed of at least 80 GB internet, with 100 GB preferred. Also, a hardwired connection is preferred over wi-fi.
• May be required to attend and/or transport equipment and materials to outreach events throughout our service area, including in greater MN, or travel for other business needs. Must have access to transportation potentially with little to no advance planning. This could include a valid MN driver’s license, legally mandated insurance, a good driving record, and regular access to a reliable vehicle.
• Travel in Minnesota will be required (potentially 3-6 times a quarter in addition to regular office hours) for mandatory in person trainings and meetings. The frequency and duration of these meetings is TBD.

Nice to Have:

• Experience maintaining or cataloging information in data systems. Prior experience with databases, specifically, but not exclusively ServiceNow.
• Experience training/teaching and public speaking.
• Ability to speak multiple languages (Somali, Hmong, Spanish, Russian, Vietnamese, Oromo, Karen, etc.) to better serve our diverse client base is preferred, but not required.
• Experience working with diverse populations and community based/nonprofit organizations preferred.
• High quality customer service/sales skills (exhibit objectivity, calmness, and helpfulness).
• Ability to listen, assess and troubleshoot resistance to program enrollment, identify barriers and work toward resolution of concerns.
• Comfortable speaking on the phone for long periods of time, communicating through email and text, and talking face-to-face with others.
• Interest in health equity, nutrition, food access, and/or other social determinants of health

Our Values:

• We deliver.
• We lead with our hearts.
• We innovate.
• We are all in this together.
• We believe our differences make us stronger.

Second Harvest Heartland is an EEO/AA Employer.

Benefits include: 9 paid holidays each calendar year, plus 4 extra well-being days, up to 160 hours of paid time off per calendar year, with the option to carry over up to 20 hours to the following calendar year, 8 hours of volunteer time off to serve community each calendar year, up to 12 weeks paid parental leave for birth and non-birth parents, and more! Learn more about our benefits package here.

Second Harvest Heartland believes no one should ever go hungry, as our region produces more than enough food for everyone. Helping hungry neighbors find their next meal—so they can thrive at work, in the classroom and in their communities—is what drives Second Harvest Heartland, its partners and supporters. Beyond feeding hungry neighbors, Second Harvest Heartland believes in the importance of our work to help sustain our environment.