About Second Harvest of Silicon Valley
Founded in 1974, Second Harvest of Silicon Valley is one of the largest food banks in the nation and a trusted nonprofit leader in ending local hunger. The organization distributes nutritious groceries through a network of nearly 400 partners at drive-thru and walk-up sites across Santa Clara and San Mateo counties. Due to the prohibitively expensive cost of living in Silicon Valley, the economic downturn caused by the COVID-19 pandemic, and the rise in inflation, Second Harvest is now serving an average of about 500,000 people every month. Second Harvest also connects people to federal nutrition programs and other food resources, and advocates for anti-hunger policies on the local, state and national levels. To learn more about how Second Harvest is responding to the incredible amount of need in Silicon Valley, visit shfb.org.
About the Position
The Food Connection Outreach Specialist plays a vital role in advancing Second Harvest’s mission to end hunger by connecting neighbors in need with food resources and supportive services. This position serves as a primary point of contact for clients seeking assistance and provides compassionate, accurate, and timely support through phone-based services and scheduled in-person outreach events.
The Specialist conducts food assistance screenings, CalFresh prescreening, and application assistance while connecting clients to Second Harvest food programs and other community resources. This role supports both direct clients and individuals referred through the Community Outreach Partner Network. The Specialist assesses client needs, provides appropriate referrals, maintains accurate records, and ensures clients receive the information and support needed to access available benefits.
Success in this role requires strong communication skills, attention to detail, cultural awareness, and the ability to develop and maintain knowledge of Second Harvest programs, CalFresh eligibility guidelines, policies, and application requirements. The ideal candidate is able to communicate effectively with diverse communities, gather and document accurate information, and provide client support by phone, in person, and through written communication in both English and a second language. The Specialist must also be comfortable using technology tools and databases to support client intake, documentation, referral tracking, and application assistance.
Responsibilities
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Answer high-volume inbound calls and respond to client inquiries and partner referrals in a timely, professional, and client-centered manner.
- Conduct outbound calls to follow up on inquiries, referrals, and assigned client cases.
- Connect community members to food resources, supportive services, and community referrals primarily by phone and occasionally through scheduled in-person outreach events and off-site locations.
- Conduct client intake, screenings, needs assessments, and eligibility reviews to determine appropriate services and referrals.
- Educate clients about Second Harvest food programs, CalFresh, and other available community resources.
- Provide CalFresh prescreening, application assistance, enrollment support, or appointment scheduling as appropriate.
- Use established procedures, resources, and program guidelines to troubleshoot client concerns and support timely resolution.
- Accurately document client interactions, referrals, and services provided in organizational database systems.
- Identify and report client trends, service outcomes, client experiences, and barriers affecting access to food programs and benefits.
- Maintain current knowledge of Second Harvest programs, CalFresh policies, eligibility requirements, and community resources.
- Collaborate with internal teams and community partners to improve service delivery and support organizational goals.
- Perform other duties and special projects as assigned.
The ideal candidate will possess the following professional qualifications:
- Bachelor’s degree from an accredited college or university in a related field; equivalent combination of education, training, and relevant work experience will be considered.
- Bilingual proficiency in a needed language (English/Spanish, English/Vietnamese, English/Chinese, English/Russian, or English/Tagalog).
- Strong verbal and written communication skills, with the ability to effectively communicate, document, and provide client support in English and a second language.
- Experience providing customer service, intake, referral services, or benefits assistance in a call center, nonprofit, healthcare, government, or community-based setting is preferred.
- Understanding of the challenges and barriers faced by individuals and families experiencing food insecurity or economic hardship, with the ability to provide compassionate, respectful, and culturally responsive service.
- Ability to maintain client confidentiality, establish professional boundaries, manage sensitive conversations, assess client needs, and provide accurate information and referrals.
- Proficiency with technology tools, databases, and software applications used for client intake, case documentation, referral tracking, and application assistance.
- Strong organizational skills with the ability to follow procedures, manage multiple priorities, meet deadlines, and maintain accuracy in data entry, documentation, reporting, and client records.
- Ability to work independently and collaboratively in a fast-paced environment while maintaining a commitment to high-quality, client-centered service.
Reports To
Client Services Manager
Location
This is a hybrid position with remote work flexibility and a minimum of two required on-site workdays per week at the Curtner Center (750 Curtner Avenue, San Jose, CA 95125)
An employee’s regular remote work site should be within driving distance of one of Second Harvest’s locations and must be within the state of California.
Following the opening of our Central Hub facility in spring 2027, this position will require onsite work every Tuesday and Thursday at Central Hub.
Hours
Full- Time; Non-Exempt. 40 hours/week, with some evening and weekend work as necessary
Compensation
$33.69 - $35.54 is the wage range for this position. The hourly wage offer will be commensurate with skills and experience. Outstanding and generous health benefits program, 4-5 weeks of Flexible Time Off (vacation and sick), eleven paid holidays, and retirement plan.
EOE
Second Harvest is committed to being an equal opportunity employer which values diversity. Under-represented groups are encouraged to apply for all positions.
