Job Summary:
Inland Housing Solutions (IHS), is a community-based 501(c)(3) nonprofit organization with over 30 years of experience serving homeless and affordable housing individuals and families. The mission of IHS is “to break the cycle of homelessness in the Inland Empire, by providing permanent housing options and other essential services to families who have no place to live.”
We are looking for individuals who understand the importance of quality customer service, and member needs, who can build intersectional relationships consisting of property owners, tenants, families, and other supportive agency partners. This focus holistically creates a supportive environment to address community gaps for our most vulnerable individuals and families.
The role is a Program Coordinator, where you have the opportunity to be the critical front-line interface for clients, members, and partners. We are seeking a Program Coordinator who is looking for a long-term position in which to grow and develop professionally alongside a team of talented Housing Coordinators, Housing Navigators, Case Managers, etc. You will be responsible to learn and manage the communication between different departments, programs, and services, as well as triage, provide information, and assess all inbound client and partner calls. The Program Coordinator also performs data-entry into our Salesforce database to help provide communication between the departments.
Required:
· Must have one year of work experience in a non-profit or other human service field.
· 2-3 year’s experience as an Administrative Assistant and/or Receptionist
· Valid driver’s license
· Must be Bilingual – Spanish
· Experience using MS Office
Preferred:
· Experience with homeless, at risk of homeless, and/or people with health conditions
· Salesforce experience
· Associate’s degree
BASIC PURPOSE:
The Program Coordinators duties are to provide exceptional customer service and function as a liaison for various communication interfaces. Ultimately, a top-notch Program Coordinator should be a compassionate highly organized individual with a passion for helping people. This includes, but is not limited to, initial fielding of incoming calls, assisting with handling questions, complaints, and inquiries, client de-escalation as necessary, and having a pivotal role in developing and maintaining robust client relationships. This position can be a fast-paced, high-service, high-touch environment. Our business is conducted with integrity, positivity, respectfulness, and in a responsive manner. This is an in-office position.
An ideal candidate would have:
- A background in customer service, sales, and/or high-volume medical clinic
- Proficiency with computer programs and software applications
- Effective verbal and written communication skills, including speaking Spanish
- Strong organizational skills
- The ability to multitask and be detail-oriented in a fast-paced environment
- A reliable and proactive work ethic
- Sound judgment and decision-making ability
- A positive and energetic attitude with a team-player mindset
- A passion for making people smile
- Dependable -- more reliable than spontaneous
- People-oriented - enjoys interacting with people and working on group projects
- Adaptable/flexible - enjoys doing work that requires frequent shifts in direction
- Detail-oriented- would rather focus on the details of work than the bigger picture
- Achievement-oriented - enjoys taking on challenges, even if they might fail
- Autonomous/Independent - enjoys working with little direction
- High stress tolerance - thrives in a high-pressure environment
- Bilingual in Spanish
Major Responsibilities:
- Program Coordinator – Assist and support several department directors and serve as the knowledge base for everyone that works within these integrated departments.
- Identify and resolve problems in a timely manner, gather and analyze information, and develop alternative solutions
- Manage difficult or emotional customer situations, respond promptly to customer needs and meet commitments
- Provide inbound customer service for IHS clients
- Maintain calendars for up to 5 managers, including: meetings, phone and video conferencing, facilities' booking, contact coordination, travel, external time blocks, etc.
- Ability to work with clients with disabilities, mental illnesses, or challenging behaviors
- Daily schedule planning and management
- Responsible for learning and management of HMIS, Insightly, Salesforce, MS Office, and other data management and communication systems
- Support with new client inquiries/intakes/interviews and new client orientation.
- Collaborate with our program staff about case eligibility. Serve as an information and referral resource for clients seeking services
- Building strong relationships with the IHS team members and applicable agency partners
- Service Coordination – office/phone support
- Answer office phone calls, triage, pre-screen for various IHS programs, resources, and referrals
- Provides the highest quality customer experience and exceeds expectations of all internal and external clients by handling questions, complaints, and inquiries with the highest degree of courtesy and professionalism in a time-sensitive manner via inbound phone calls, voicemail messages, and email.
- Creatively solves customer issues and provides resolutions to the customer’s satisfaction.
- Includes other team members and/or departments as needed when client issues are beyond the Program Coordinator’s capabilities.
- Other duties are assigned as needed.
We have a lot to offer:
Program Coordinators have an hourly rate of pay between $22.00 to $25.00 per hour depending on experience.
Inland Housing Solutions offers the following to full-time employees:
- 80% Employer paid Health/Dental/Vision Insurance (of Employee Only) and 50% of Dependents
- 100% Employer paid Life Insurance(50k)
- CalSavers Retirement Plan. We also offer a Simple IRA, with matching 3% employer contribution.
- Vacation/Sick time off
- 13 Paid holidays per year
Is this for You? Are you someone who:
- Is comfortable conducting business over the phone, Zoom, Salesforce or Insightly, MS Teams, and email?
- Can type detailed notes while communicating?
- Is comfortable working in a rapidly changing environment?
- Is extremely proficient with the computer, especially MS Excel and MS Word?
- Is dependable and motivated?
- Takes pride in your work and are detailed oriented?
- Is a problem solver?
Skills and Physical Demands:
- Hard Skills: Computer Skills, Microsoft Office, Customer Service Software, Typing
- Soft Skills: Excellent written/verbal communication, customer-focused, ability to learn quickly, team player, attention to detail, thorough follow-up, and ability to multitask.
- Typical Physical Demands:
- Requires prolonged sitting, some bending, and stooping.
- Occasional lifting, up to 25 pounds.
- Driving long periods of time throughout both counties, sometimes in traffic
- Manual dexterity sufficient to operate a computer keyboard and calculator.
- Requires normal range of hearing and vision.
- Regularly required to operate a computer keyboard, mouse, calculator, and telephone and reach with hands and arms.
- Valid California Driver’s License with dependable vehicle.
At IHS we are people advocates. We recognize that individuals come from all walks of life, have different circumstances, or may even have a disability. We welcome you to apply!
Job Type: Full-time
Pay: $22.00 - $25.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Mileage reimbursement
- Paid time off
- Retirement plan
- Vision insurance
Language:
Work Location: In person
