Program Operations Coordinator & Scheduler

Position Summary:

In active collaboration with other call center staff, a successful individual will support and advance the mission of Jewish Family Services by providing telephonic scheduling for our Older Adult programs (transportation and home maintenance), quality information and referrals to callers about JFS and community services and provide support for team members serving in the community. The Program Operations Coordinator & Scheduler will work collaboratively with JFS programs and staff to assist clients in a caring and timely manner. This individual is responsible for scheduling client rides and jobs for the Call Center and Older Adult Program Staff based on client volume, need and team availability. This position will also provide intake to JFS Services and will accurately record client information in our internal databases, along with supporting ongoing quality improvement through peer support.

Position Responsibilities:

• Answer incoming calls and effectively respond to callers to connect them with the services they need.

• Schedule appointments for both Help@Home and JET Express programs, and client intake for the Navigator Program.

• Ensure courteous, prompt, and accurate responses to caller inquiries and requests and work within an internal triage system to prioritize calls based on urgency and program availability.

• Input data into internal database to provide staff with referral information that is accurate, appropriate and confidential.

• Assist in managing client waitlists for Jet Express and Help at Home Programs.

• Update online listings and external referral sources in the community for JFS Services. Maintain accurate information internally at JFS for programs about referrals and partners.

• Manage intake of new clients into JFS Programs, including proper documentation and data entry to multiple database systems.

• Staff community events or on-site pantry appointments a few times a month as a Navigator for JFS services.

Position Qualifications:

• Associate Degree or higher preferred

• Minimum of 1-2 years' customer service experience serving clients over the phone with an

emphasis on meeting their needs, understanding their concerns, and seeking to build trust.

• Minimum of 2 years' experience in customer service, hospitality, or resource management desired but not required. History at a human-services agency a plus.

• Demonstrated proficiency in Microsoft Suite including managing calendars, multiple accounts, SharePoint, Teams and Excel reporting.

• Previous experience using client relationship management platforms and data entry with emphasis on ability to handle multiple accounts, online platforms and data entry while managing an online phone system.

• Bilingual preferred

• Ability to manage a hybrid work environment, minimum of 2 days/week in the office.

Position Competencies:

• Teamwork: pleasant and proactive demeanor to solve problems in a group setting and communicate effectively with multiple individuals to effectively meet client and agency needs.

• Detail Oriented: Demonstrates an appropriate level of ability to pay meticulous attention to assigned tasks and data-entry with little to no oversight.

• Ethical & Transparent: must maintain high integrity in decision-making. Seeks feedback often and as needed.

• Time Management: Demonstrates an ability to effectively utilize available time for the completion of necessary job tasks.

• Empathetic: must have and maintain a high-level care and compassion for the feelings and experiences of others without judgement.

• Communication skills: high level of function during interpersonal communications, with clients and staff alike. Demonstrated ability to effectively communicate messages and listen to others' responses in order to convey information.

• Problem solving: possess an appropriate level of ability to evaluate information and select an

effective and suitable course of action. A drive and ability to pro-actively take steps to solve or settle an issue.

Commitment to diversity, equity, inclusion, justice, and belonging (DEIJB).

EEO: Jewish Family Services is an equal opportunity employer, committed to diversity and inclusion. Employment decisions are based on qualifications, merit, and organizational need. All applicants will be considered for employment with dignity and respect, free of all discrimination, including that which is based on race, color, religion, gender, language, national origin, ancestry, age, disability, marital status, sexual orientation, and gender identity or expression.

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