Lead, Neighbor Services Systems at Feeding Tampa Bay

Tampa, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Jan, 26

Salary

50600.0

Posted On

15 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Processing, Public Health, Social Services, Case Management, Customer Service, Communication, Interpersonal Skills, Public Speaking, Project Management, Spreadsheet Skills, Microsoft Office, Google Suite, Zoom, Asana, Community Engagement, Cultural Competence

Industry

Non-profit Organization Management

Description

Description Job Title: Neighbor Services Systems Lead Department: Operations Reports To: Assistant Director of Neighbor Impact Salary: $50,600 Status: Hourly Core Hours: 8:00 am - 4:30 pm; some evenings and weekends required COMPANY OVERVIEW Feeding Tampa Bay serves ten counties in West Central Florida and is a leader in hunger relief across our region. Just last year, we served 85M meals to our neighbors through direct service and through our network of 400+ food pantry partners. But, we know food alone won’t solve hunger — that’s why we’re redefining what it means to feed our region. By creating pathways to possibilities for nearly 1 million people, Feeding Tampa Bay connects and convenes solutions, partners and resources that nourish long-term stability. As a member of the Feeding America network, we will work to dismantle barriers for individuals, families and seniors across our area — because it’s possible SUMMARY Our Neighbor Services program helps with more than just food. We know that surrounding hunger are often challenges with meeting other basic needs; like finding adequate housing, understanding health care options, locating transportation help, or accessing services to support individuals and families. Our trained team cares about our community and works one-on-one to help neighbors navigate an often complicated social services system. We aim to empower our community to utilize resources and services that reduce challenges caused by financial crisis. We equip neighbors with knowledge, resources, and opportunities to advance economic mobility; empowering neighbors to have a brighter, healthier future. JOB OVERVIEW The Neighbor Services Systems Lead reports to the Assistant Director of Neighbor Impact and will play a large role in systems maintenance at Feeding Tampa Bay. This position will be responsible for daily upkeep of records in the CRM, including updating client information, monitoring program applications, and documenting service status for Neighbor Service programs. They will also be responsible for daily upkeep of Feeding Tampa Bay’s scheduling system, including identifying and removing duplicate accounts/bookings, updating appointments upon request, sending out communications, and ensuring successful daily operations. This role will support periodic research projects and analysis efforts as needed. ESSENTIAL DUTIES AND RESPONSIBILITIES: Exemplifies the desired culture and philosophies of Feeding Tampa Bay. Oversight of the day-to-day maintenance of information in Feeding Tampa Bay’s CRM. This includes updating client information upon request, uploading documents, completing assessments, and updating case notes. Ensure that clients in the system are connected to appropriate programs through daily monitoring of the Intake submission pool. Complete randomized documentation audits in the CRM monthly to ensure documentation is completed according to set processes and standards. Oversight of the day-to-day maintenance of information in Feeding Tampa Bay’s scheduling system. This includes updating client information upon request and editing scheduled appointments/services. Weekly maintenance of appointments scheduled for restricted and unrestricted services. This includes pulling data from our appointment system to be processed for duplicates. Follow Feeding Tampa Bay’s duplicate removal guidelines to ensure program integrity. Send out mass communication to clients through systems upon request from Neighbor Services leadership. Maintain a strong understanding of system operations and processes, including staying up to date on all processes and changes implemented by Neighbor Services leadership. Assist with systems training and technical assistance for all staff, interns, volunteers, Partners, and other designated beneficiaries as needed. Work closely with the Assistant Director of Neighbor Impact to ensure that all data and reporting are accurate and in compliance with government and Feeding Tampa Bay standards. Assist the Assistant Director of Neighbor Impact with survey implementation and other research projects as needed. Assist in facilitating listening sessions, focus groups, and interviews as needed. Cross-train to provide support in various Neighbor Experience areas, including but not limited to: market shopping, Neighborhood Coordination, community events, helpline coverage, and follow-up calls. Serve as a first responder during natural disasters, supporting community distributions, emergency hotline coverage, and triage services as needed. Represent Neighbor Services programs internally and externally to the highest standard. Stay current on internal processes, programs, and industry best practices through training, community events, and conferences. Maintain 30 hours of continuing education training credits per year. Foster a positive and collaborative culture for Neighbors, volunteers, and peers within Neighbor Services. Embrace, uphold, and embody FTB’s mission and Grow Code in neighbor, community, and internal interactions Maintain regular communication with supervisor, and Neighbor Services Leadership on issues related to neighbor services, community programs, cross-agency departments, and other stakeholders Occasionally represent Feeding Tampa Bay at community events and meetings Assist other Feeding Tampa Bay staff on special projects Commit to upholding policies, principles and best practices for food safety Other duties as assigned Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Excel working in a fast-paced, evolving environment and demonstrate the ability to embrace the FTB’s commitment to treat all people with equity and respect in pursuit of our mission to feed people in need and mobilize our community to eliminate hunger 2-3 years’ experience in data processing, human research, public health, social services, case management, or other relevant/related field Associates' or Bachelor's Degree, a plus Demonstrated ability to communicate clearly and concisely, both orally and in writing Customer Service experience, a plus Experience working in low-income, culturally diverse community settings and a basic understanding of the challenges and barriers faced when individuals and families seek assistance. Knowledge and experience with homeless or housing-insecure populations, a plus Excellent verbal and interpersonal skills; especially demonstrated ability to work with and communicate effectively over the phone and in person Experience with public speaking and presentation skills. Facilitating internal and external training is a requirement of this role. Ability to independently oversee multiple projects, taking the initiative to improve the program and smoothly coordinate it while maintaining a very collaborative work style with the Neighbor Experience Team– with oversight of a variety of tasks, flexibility, and adaptability are key aspects of this position. Proven ability to handle and document deliverables and data from many sources. Spreadsheet skills a must. Ability to work constructively with individuals (agency staff, the public, and volunteers) from a variety of socioeconomic backgrounds in culturally diverse work environments. Proficient with Microsoft Office, Google Suite, Zoom, and Asana experience a plus. Possession of a valid Florida Driver’s license May require 30%-40% travel among the 10-county service region

Responsibilities

The Neighbor Services Systems Lead is responsible for the daily upkeep of records in the CRM and scheduling system, ensuring accurate client information and program connections. This role also supports research projects and assists with training and technical assistance for staff and volunteers.