Bilingual Information Specialist

FAMILY SERVICE AGENCY OF SAN FRANCISCO

San Francisco (CA)

Hybrid

USD 50,000 - 55,000

Full time

8 days ago

A complete application in a minute

Tailored resume and cover letter, ready to send.

Get past ATS filters

Benefits offered by this job

Fully-Paid Medical and Dental Plans

Health Reimbursement Card

Paid Time Off

403B with company match

Job summary

Felton Institute in San Francisco is seeking a Bilingual Information Specialist for the Information, Referral, & Assistance Program. You will respond to referrals, assess needs, refer to resources, and advocate for clients. The role emphasizes bilingual Spanish/English communication and collaboration within a team.

The position is full-time with a hybrid schedule (three days onsite in SF). DOE salary ranges from $36.00 to $40.00 per hour, plus comprehensive benefits.

Qualifications

Bachelor’s degree in a human services field or equivalent experience.
Experience in case management and crisis intervention; call center services a plus.
Strong oral and written communication skills.
Bi-lingual in Spanish/English.
Relate to a wide variety of people with diverse needs and backgrounds; strong customer service skills.
Comfortable working in a collaborative team environment and working autonomously.
Proficient in Microsoft Office software; basic record keeping and data collection.

Responsibilities

Demonstrate exceptional customer service; use strength-based, compassionate communication and active listening to support clients in identifying and prioritizing their needs; determine appropriate referrals to agencies or programs able to meet identified needs.
Follow up on referrals to confirm clients have connected with appropriate programs; provide advocacy for individuals who have difficulty obtaining services.
Manage an online database for incoming referrals; document client progress and outreach attempts; record and compile data on the nature and quantity of inquiries and referrals.
Maintain specific knowledge of San Francisco resources; update information on existing resources; assist in developing information on potential resources; inform staff and other agencies of changes or new services.
Escalate complex, sensitive, or crisis calls to the Program Supervisor as appropriate.
Regularly communicate with the Program Supervisor to ensure open lines of communication and to promptly address any issues or risks.
Collaborate with the team to provide resource sharing and problem-solving.
Perform other duties and special projects as assigned.
Remain teachable, flexible, and open to ongoing training opportunities.
Ability to balance working autonomously and collaboratively while demonstrating exceptional judgement on when to seek support.
Other duties as assigned.

Skills

Case management

Crisis intervention

Call center experience

Communication skills

Bilingual Spanish/English

Team collaboration

Computer skills

Education

Bachelor's Degree in Human Services

Tools

Microsoft Office

Job description

Bilingual Information Specialist

Information, Referral, & Assistance Program

Agency Overview

Felton Institute responds to the needs of our community by providing innovative, evidence-informed social services that transform lives. Our organization offers 60+ programs that address mental health, the unhoused, early care and education, those impacted by the justice system, transitional age youth, as well as aging adults. Our programs combine the latest scientific research with cultural sensitivity and a deep commitment to supporting and reflecting the communities we serve. Felton offers a dynamic, challenging, and supportive work environment where we encourage the use of professional development, that staff can utilize throughout their career.

Job Description

The Information, Referral, and Assistance (IR&A) Bilingual Information Specialist provides direct information and referral services. The Information Specialist responds to incoming referrals from individuals requesting information on community resources, assesses immediate and ongoing needs, provides information, and refers callers to appropriate public or private service providers. The Information Specialist follows up on referrals to ensure connection with compatible programs, may provide advocacy for individuals who have difficulty obtaining services, and may assist with special projects or services for specific populations.

Responsibilities

Demonstrate exceptional customer service skills; use strength-based, compassionate communication and active listening to support clients in identifying and prioritizing their needs; determine appropriate referrals to agencies or programs able to meet identified needs.
Follow up on referrals to confirm clients have connected with appropriate programs; provide advocacy for individuals who have difficulty obtaining services.
Manage an online database for incoming referrals; document client progress and outreach attempts; record and compile data on the nature and quantity of inquiries and referrals.
Maintain specific knowledge of San Francisco resources; update information on existing resources; assist in developing information on potential resources; inform staff and other agencies of changes or new services.
Escalate complex, sensitive, or crisis calls to the Program Supervisor as appropriate.
Regularly communicate with the Program Supervisor to ensure open lines of communication and to promptly address any issues or risks.
Collaborate with the team to provide resource sharing and problem-solving.
Perform other duties and special projects as assigned.
Remain teachable, flexible, and open to ongoing training opportunities.
Ability to balance working autonomously and collaboratively while demonstrating exceptional judgement on when to seek support.
Other duties as assigned.

Minimum Qualification

Minimum of Bachelor’s Degree in a human services field or equivalent experience.
Experience in case management and crisis intervention; call center services a plus.
Strong oral and written communication skills.
Bi-lingual in Spanish/English.
Relate to a wide variety of people with diverse needs and diverse social, economic, and cultural backgrounds; strong customer service skills.
Comfortable working in a collaborative team environment and working autonomously.
Demonstrated ability to utilize computers and proficiency in Microsoft Office software.
Basic record keeping procedures and techniques; techniques of data collection; general office practices and procedures.

Additional Information

Reports to: Program Supervisor

Job Type: Full-time

Work Schedule: Hybrid, three days onsite in San Francisco office per week

Salary Range: $36.00 - $40.00 per hour (DOE)

Benefits (subject to election and eligibility)