Community Connections Resource Manager
At Greater Pittsburgh Community Food Bank, we're committed to diversity, equity, and inclusion. Our organization grows and succeeds when all members of the community, where we live and serve, have a seat at the table to help us ensure all of our neighbors have enough to eat. We invite candidates from all diverse backgrounds, including but not limited to race, gender, sexual orientation, abilities, etc., to join our team.
Summary of Position
The Community Connections Resource Manager is responsible for the day-to-day running and administration of the Call Center, and for supervising staff on the Community Connections Resource Team that connect community members to resources, both over the phone and in-person at places such as The Market. The Manager works with team members to provide excellent customer service to people that call the Food Bank seeking food assistance, and to think creatively about how to do in-person work to connect community members to resources. The Manager participates in and contributes to local, regional and national conversations around best practices for receiving referrals, connecting those referrals to any appropriate internal or external resources, and reporting out on outcomes for referrals received. The Manager works as a member of a team to achieve the goals and objectives of the Community Connections Team and the strategic plan of Greater Pittsburgh Community Food Bank.
- Display passion and optimism for the work, provide vision and inspiration to staff and volunteers, and expect the same of others.
- Supervise Community Connections Resource Team members (expected 80% Telephonic and 20% In-Person work, though time spent on tasks is subject to change), including managing administrative aspects (i.e. timecards, performance evaluations, etc.)
- Supervise possible pilot programs, such as providing workforce development opportunities at the Food Bank for interns to gain customer service/call center experience.
- Determine how Call Center duties are divided among all Community Connections Team members.
- Ensure that all staff complete any surveys over the phone as required and highlight any resources beyond food to callers as required.
- Motivate team members on a daily basis.
- Provide guidance to team members about how to provide constant, excellent telephonic and in-person customer service.
- Work with the Community Connections Partnership Supervisor so that Community Connections Partnership Coordinators are spending approximately 40% of their time on the phones.
- Make recommendations to the Director about how to best have staff on-site at Food Bank locations (i.e., The Market and other TBD locations) to do in-person work.
Program Administration Call Center
- Oversee the day-to-day running and administration of the Call Center.
- Troubleshoot problems as they arise to ensure the smooth operation of the Call Center.
- Maintain open lines of communication with IT regarding Call Center needs.
- Ensure that all Call Center tasks are covered by the appropriate team members.
- Track and report the necessary metrics to determine Call Center success, including number and results of inbound referrals to the Food Bank.
- Ensure that SNAP volunteers are supported and have everything they need to submit SNAP applications over the phone.
- Lead the team to achieve Food Bank goals for SNAP applications.
Work with The Market and Education Station
- Oversee Community Connections staff and volunteers having an on-site presence at The Market to connect neighbors with other resources.
- Collaborate with the Director about how to best work with external partners for classes/events/info sessions at Education Station.
- Work closely with the Director to continue to build, refine, and shape the team’s work, which may include leading pilots and new initiatives, and supervising staff in order to do so.
- Be a key contributor to the longer-term strategy and vision for the team.
- Actively participate as an important member of a forward-thinking, innovative, adaptable team to achieve goals.
- Assist the Call Center by taking phone calls as needed, making sure to provide excellent customer service and to follow all protocols when doing so.
- Attend staff meetings and other meetings as required.
Other Duties as Assigned
- The ideal candidate will be committed to viewing the problem of hunger in a holistic context, including considerations of public health, social justice, diversity, equity, and the cultural importance of food.
- Bachelor's Degree preferred.
- Minimum of two years of experience in direct service within social/ human service organizations and/or sales experience.
- Two years of experience in supervising a formal work team of paid staff preferred.
- Previous experience in a call center preferred.
- Able to manage a team in a rapidly changing environment and process a lot of information quickly.
- Able to maintain a positive attitude and motivate a team of people to achieve goals.
- Must demonstrate examples of constructively resolving conflicts among direct reports, across teams and with peers.
- Ability to clearly communicate and enforce policies, procedures and compliance requirements.
- Ability to prioritize, execute tasks with minimal direction and meet tight/changing deadlines.
- Ability to effectively handle multiple tasks and solve multiple problems simultaneously.
- Ability, experience and willingness to work with diverse populations.
- Able to listen to stories of people in hard circumstances and provide the best help possible, all the while showing understanding and compassion.
- Ability to work strategically, collaboratively, and effectively with staff members required.
- Proficiency in Microsoft Office, including Teams, Word, Excel, PowerPoint and SharePoint.
- Available to work evenings and weekends as needed.
- Experience using Salesforce preferred.
- Must be able to be patient and “keep cool” with difficult and/or emotional callers.
- Able to meet crises calmly, solve problems, and maintain attention to detail and accuracy.
- Able to practice self-care in the face of compassion fatigue, and help the team to do the same.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities, duties, and qualifications required of employees assigned to this job. For example, while the 80% Call Center/20% In-Person breakdown of duties is the guideline, time spent on each activity may be adjusted by management to meet organizational and/or staffing needs. Hiring is contingent on the candidate passing the following clearances that are paid for by the Food Bank: FBI Clearance, Act 33 & Act 34 Clearances.
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