Spec- Affiliate Support Center

Habitat International; Americus (GA); Hybrid; USD 67,767,000 - 100,289,000; Full time

Job summary

Habitat for Humanity International is hiring an Affiliate Support Center Specialist to guide HFHI affiliates across the US and Canada. The role supports policy interpretation, program guidance, and resources via the InHouse intranet, while helping new affiliate leaders through long-term coaching in critical areas like family services and governance.

The position is hybrid, based in Americus, GA, with potential travel for trainings and conferences within the US and Canada.

Qualifications

• Education: Bachelor's degree or equivalent work experience.
• Experience: 3 years related work experience.
• Proven critical thinking and problem-solving abilities.

Responsibilities

• Respond to calls, emails and referrals about HFHI policy and programs.
• Provide coaching to new affiliate leaders on best practices.
• Present trainings about the Affiliate Support Center at events.
• Interpret HFHI policies for diverse affiliate entities.
• Serve as a channel for complaints about the Habitat network.
• Guide affiliates in complaint resolution.
• Ensure the voice of affiliates is heard internally.
• Assist affiliates in maintaining Good Standing status.

Skills

Critical thinking

Customer service

Communication skills

Relationship building

Conflict resolution

Multitasking

Analytical skills

Microsoft Office

Education

Bachelor's degree or equivalent work experience

Tools

MyHabitat intranet

Job description

Opportunity Type: Regular Summary: JOB SUMMARY The Affiliate Support Center Specialist acts as a key resource, providing extended knowledge, interpretation, guidance and application of organizational policies and best practices for Habitat for Humanity affiliates in the US and Canada, Affiliate Support Organizations, Campus Chapters, and ReStores. Affiliate Support Specialists also introduce affiliates to emerging programs, resource development opportunities, and ways to maximize use of HFHI's intranet site (InHouse). This team also assists new affiliate leaders by providing long term (3-6 months), in-depth communication and guidance.

Key Responsibilities

• Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol, and programs while acting as an escalation point for incoming queries from ASC Representatives (30%)
• Provide medium to long-term engagement coaching for new affiliates leaders in application of best practices for specific areas of infrastructure such as family services, board training, volunteer coordination and use of HFHI's Intranet site (MyHabitat) (10%)
• Represent and present trainings about the Affiliate Support Center at conferences, summits and learning events (5%)
• Interpret applicable HFHI policies with an ability to ensure that the policy is understood by various affiliate entities (urban vs. rural, volunteer run vs. staff run, etc.) (15%)
• Provide a channel for complaints from or about the Habitat for Humanity network or internal departments (20%)
• Provide guidance to affiliates in complaint resolution (10%)
• Ensure that the “voice of the affiliate” is heard internally, as needed, using support experiences (5%)
• Assist affiliates with maintaining a Good Standing status (5%)

Minimum Requirements

• Education • Bachelor's degree or equivalent work experience
• Years of Related Experience • 3 years

Knowledge, Skills and Abilities

• Proven critical thinking skills in finding solutions given comparable situations and information
• Proficient Proven customer service skills in providing support to a variety of organizational sizes and knowledge levels
• Highly Proficient Strong verbal and written communication skills using a variety of mediums (online, via phone, email, etc.)
• Proficient Ability to build and maintain strong professional relationships with a variety of demographics
• Proficient Proven professional conflict resolution skills
• Proficient Results‑driven individual who can multitask and effectively work both independently and as a team player
• Proficient Problem solver with strong analytical and organizational skills
• Proficient Working knowledge of Microsoft Office Suite (Outlook, Excel, Word)

Work Setting Hybrid position. Work is in an open office, cubical contact center environment in Americus, GA. Physical demands include ability to sit for long periods of time at a desk using phone and PC equipment to interact with constituents. Limited travel includes occasions for off-site training and conferences within the U.S. and Canada.

Work Location Americus, GA

Preferred Requirements

Experience in internal and/or external business consulting Knowledge of affiliate operations and how they relate to Habitat for Humanity International Knowledge of Habitat for Humanity International affiliate support systems, offerings and practice Understanding of the HFH mission Active support of HFHI Values: Humility – We are part of something bigger than ourselves Courage – We do what’s right, even when it is difficult or unpopular Accountability – We take personal responsibility for Habitat’s mission Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.

Hiring Range

The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance. For work locations in the US, the annual hiring range for this position is: $23.65 - $35 USD

About Us

Habitat for Humanity, founded in 1976, is a global, Christian-based nonprofit organization that grew out of an intentionally multi-racial community in rural Georgia. Seeking to put God’s love into action, Habitat brings together people of all faiths and people of no faith to build homes, communities and hope. Working alongside each other, we help families and individuals build and improve places to call home and achieve the strength, stability and self-reliance they need to build better lives for themselves. Habitat seeks individuals who have a willingness to affirm these principles and values. At Habitat for Humanity International, we are compelled by our Koinonia roots to put God’s love for all into action and pursue housing equity and opportunity by bringing all people together to build community and drive impact. We strive to build a culture rooted in learning, accountability and trust, attracting and retaining mission-driven talent reflective of the global communities we serve.

Equal Opportunity Employer Statement

As an equal opportunity employer, we realize our success depends on courageously committing to being a workplace where all staff feel safe, welcome, visible, respected, supported and valued, and building a workforce that reflects a variety of lived experiences, backgrounds and perspectives, in which every person experiences dignity and respect. Habitat for Humanity International is an E-Verify employer. E-Verify information (English/Spanish) Right to work (English/Spanish) Habitat for Humanity, founded in 1976, is a global, Christian-based nonprofit organization that grew out of an intentionally multi-racial community in rural Georgia. Seeking to put God’s love into action, Habitat brings together people of all faiths and people of no faith to build homes, communities and hope. Working alongside each other, we help families and individuals build and improve places to call home and achieve the strength, stability and self-reliance they need to build better lives for themselves. Habitat seeks individuals who have a willingness to affirm these principles and values. At Habitat for Humanity International, we are compelled by our Koinonia roots to put God’s love for all into action and pursue housing equity and opportunity by bringing all people together to build community and drive impact. We strive to build a culture rooted in learning, accountability and trust, attracting and retaining mission-driven talent reflective of the global communities we serve. As an equal opportunity employer, we realize our success depends on courageously committing to being a workplace where all staff feel safe, welcome, visible, respected, supported and valued, and building a workforce that reflects a variety of lived experiences, backgrounds and perspectives, in which every person experiences dignity and respect. We also require that all staff take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities (especially children) and all those with whom we work. In line with the prevention of sexual exploitation and abuse, all staff must pass a thorough background screening and will be held accountable to upholding our policies around ethical behavior, including safeguarding and whistleblowing.