Job Summary
The Program Support Specialist is a full-time, non-exempt position that plays a vital front-line role in supporting families experiencing financial hardship. This position works closely with staff and volunteers to ensure services are delivered in a way that is dignified, accessible, and collaborative.
Reporting to the Executive Director, the Program Support Specialist provides administrative and client-facing support across THRIVE Peninsula’s financial services intake, homebound grocery delivery coordination (THRIVE To Go), and organization-wide phone support. The ideal candidate is compassionate, detail-oriented, highly organized, and comfortable working in a fast-paced, service-driven environment while maintaining confidentiality and professionalism.
Duties
Intake Services for Financial Team:
- Screen clients for financial services programs, including Building Financial Foundations and Rev Up
- Coordinate with selected applicants to obtain additional documentation needed to support cases
- Prepare and submit completed cases to the appropriate Financial Services team member
- Respond to client questions regarding application and case status
- Return voicemails related to financial assistance applications, as needed
- Assist walk-in clients with financial applications, as needed
- Send a monthly text to all financial clients inviting them to complete an exit survey about the services they received.
Coordinate THRIVE To Go Homebound Deliveries:
- Receive and screen requests from clients requesting home grocery delivery
- Schedule clients for delivery services
- Manage delivery volunteers, finding substitutes and training, as needed
- Coordinate with volunteer delivery drivers to create efficient and logical routes
- Create delivery tickets for volunteer packers to fulfill orders
- Ensure delivery orders are packed and ready prior to driver arrival
- Troubleshoot delivery or routing issues with drivers and recipients
- Coordinate emergency DoorDash requests using the DoorDash portal, as needed
Phone Call Support:
- Return voicemails for the THRIVE Peninsula general voicemail
- Receive overflow calls from the front desk to prevent callers from being routed to voicemail
Experience
- 1-3 years of experience in administrative support, scheduling, customer service, or human services
- Ideal candidate has experience working directly with low-income populations Skills, Knowledge & Abilities
- Proficiency in Microsoft Outlook, Word, and Excel; willingness to learn new technologies and software including PantryTrak and Airtable
- Compassionate and respectful approach when working with individuals and families facing emergencies
- Ability to handle sensitive and confidential client information with discretion
- Strong interpersonal, verbal, and written communication skills
- Excellent customer service skills
- High attention to detail and strong organizational skills
- Ability to work independently and collaboratively as part of a team
- Flexibility and adaptability in a fast-moving service environment
- Strong judgment and problem-solving skills
Pay: From $42,000.00 per year
Benefits:
Application Question(s):
- Have you ever worked for a non profit?
Education:
- High school or equivalent (Preferred)
Experience:
- admin support, scheduling, customer service, human services: 1 year (Preferred)
Shift availability:
Ability to Commute:
- Newport News, VA 23606 (Preferred)
Work Location: In person
