Bilingual Resource & Referral Specialist (Hybrid, SF)

FAMILY SERVICE AGENCY OF SAN FRANCISCO; San Francisco (CA); Hybrid; USD 50,000 - 55,000; Full time

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

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.