Referral Coordinator- Jacksonville Florida

Position Summary:

Feeding Northeast Florida is on a mission to use food as a catalyst to strengthen lives and communities and our vision is access to nutritious food for all. The Referral Coordinator (RC) will receive and coordinate referrals for neighbors in need of food and other social services support along with referral and scheduling for Prescriptive Nutrition and Corner Market appointments, nutrition education classes and SNAP application assistance. The position includes coordinative and administrative responsibilities and will assist in the programmatic development of this initiative. The successful candidate will provide high-empathy, values-aligned service to all clients as their initial point of contact with FNEFL and will collaborate across teams to pilot and implement new systems and ensure quality service to all stakeholders.

Principal Duties & Responsibilities:

• Process referrals from the food bank, partner agency or healthcare provider, provide resource information and offer referrals to appropriate food and wrap around social service agencies as the neighbor needs and requests.
• Develop internal and external partners as appropriate and as requested.
• Develop and utilize existing information guides to assist patients with obtaining community assistance and coordination with appropriate resources.
• Demonstrate compassion, critical thinking and objective decision making to accurately assess client’s needs and screen for services and programs according to best practices.
• Provide quality customer service and holistic focused client support, both in-person and via telephone.
• Maintain ownership of cases throughout the lifecycle of a client’s request, including follow ups.
• Use metrics/tracking tool and assist with reporting as needed.
• Document client interactions correctly into the CRM tool.
• Recommend improvements for systems and processes to boost organizational efficiency.
• Monitor referral partners to ensure quality experience beyond FNEFL and adjust as needed.
• Provide administrative support for all FNEFL client service program offerings.
• Initiate and organize projects while maintaining flexibility in answering client contacts.
• Respect and maintain client confidentiality.
• Demonstrate a willingness and ability to work with challenging clients.
• Represent the food bank with grace and integrity in a number of settings.
• Other duties as requested or required.

Job Qualifications:

• Bachelor’s degree in nutrition, public health, social work, or related field preferred. Will consider exemplary directly applicable experience in lieu of education.
• Minimum 4 years of direct client services experience with low-income populations and communities, nonprofit experience preferred.
• Valid Florida Driver’s License and reliable transportation.

Competencies:

• Strong knowledge of client management, recruitment, retention, and training.
• Experience working in a customer support role.
• Proven ability to work effectively with people of diverse ethnic and socio/economic backgrounds.
• Working knowledge of standard business application software programs; ability to type and use multiple programs simultaneously.
• Outstanding interpersonal and customer service skills.
• Excellent interpersonal and collaboration skills. Ability to work with diverse populations, including low-income families, community partners, etc. Demonstrated growth mindset and tolerance for ambiguity balanced by customer service and creative problem-solving skillsets.
• Strong computer skills including MS Office Suite and database management.
• Self-directed with superior organizational skills. Detail oriented. Self-motivated. Dependable. Ability to work independently and as a team managing multiple competing priorities simultaneously.
• Applicants should be committed to social and racial justice, with the belief that improving outcomes for all Floridians--regardless of their race, place, or class--requires intersectional solutions that correct injustices and promote equity.

Work Environment:

This position is hybrid office and community based, residency within our Northeast Florida service area is required. This position involves virtual and on-premises work with occasional travel throughout our twelve-county service area in Northeast Florida including occasional overnight travel. Semi-flexible daily schedule: 40 hours a week or more as needed. Most work will occur during business hours Monday through Friday, 8 am – 5pm. Weekend and evening work may be required, as necessary. A food bank is a warehouse environment; offices experience occasional exposure to environmental effects of operations.

Physical Demands:

Work can involve any of the following: prolonged periods of sitting and computer work, virtual and in person meetings, and occasional assistance with distribution of food which can involve extended periods of standing, lifting up to 50 pounds and exposure to the outdoors. The physical demands and work environment characteristics described here represent those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. The above job description is not an exhaustive list of duties, responsibilities, and skills of the position. Incumbents will follow any other instructions and perform other related duties assigned by their supervisor.