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HelpLine Coordinator
Position Information
Job Title: HelpLine Coordinator (Temporary)
Location: New Hope, MN
Manager: SNAP Outreach & Health Equity Manager
This temporary position is a full-time non-exempt position, scheduled for approximately 40 hours a week, Monday through Friday for up to 6 months. The pay for this position is $22/hour.
Job Summary
The HelpLine Coordinator is responsible for connecting individual callers to public assistance programs, food resources and providing relevant referrals to partner organizations. This role is important to ensure that the Minnesota Food HelpLine responds to callers and partners in a timely fashion and that those responses are tracked and included in regular reporting. This position reports to the SNAP Outreach & Health Equity Manager and has no direct reports.
Duties and Responsibilities
- Answer incoming calls to the Minnesota Food HelpLline and make outgoing calls for SNAP Rx referrals.
- Enter call center data into the database and assist with call center data reporting.
- Respond to text, live chat, voicemail, and web-based inquiries.
- Conduct follow up calls with people previously assisted by the HelpLine.
- Ensure all applicable resources (SNAP, WIC, food shelf, etc.) are discussed and made accessible to each caller.
- Identify trends in caller needs and gaps in available services.
- Track and compile data for reports to referral partners.
- Assist with other clerical and administrative duties as assigned.
Minimum Experience
- High School diploma or general education degree (GED)
- One to two years’ related experience; or equivalent combination of education and experience.
- All employees must pass a pre-employment background study
Skills, Knowledge and Abilities
- Fluency in English required, must possess bilingual communications skills, fluency in Spanish or Hmong is preferred.
- Microsoft office programs and computer skills, especially Excel, Outlook, and Word.
- Knowledge of public assistance programs, either through personal or professional experience preferred.
- Ability to work effectively with partners who are significantly diverse with respect to age, race, ethnicity, gender orientation, socio-economic status, nationality, and religion.
- Ability to work effectively in an organization that has recognized its own equity issues and seeks to be more representative of the community.
- Excellent verbal and written communications skills.
- Ability to be punctual and dependable.
- Ability to manage time effectively, prioritize and meet deadlines.
- Excellent customer service skills.
Working Conditions and Environment
This position is mostly remote, with occasional in-person meetings in an office setting. The building is accessible and smoke free. This position works during normal business hours. Start times are flexible to adjust to bus, biking, or other transportation schedules. Must be able to sit for long periods of time and utilize various office equipment (e.g., computer, phone, and calculator) on a continual basis.
Requirement for remote workspace:
- Maintain dependable internet access to support virtual phone service
- A dedicated, quiet workspace that allows for focused, uninterrupted work during business hours
- Ability to maintain security and confidentiality in a remote work environment
All employees must be able to work effectively in a mission-driven agency whose clients and staff exhibit significant diversity with respect to race, ethnicity, gender orientation, socio-economic status, nationality, and religion.
People of Color and LGBTQ people are strongly encouraged to apply. The Food Group is an equal opportunity employer.
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