Community Support Specialist

Job Title: Community Support Specialist

Department/Group: Hospitality Hub

Reports to: Project Manager

Classification: Part-time (hourly) non-exempt

Role and Responsibilities

The Community Resource Specialist will serve as a first point of contact for individuals seeking assistance with housing, food security, healthcare access, identification replacement, public benefits, and other essential community resources. This position requires confidentiality, professionalism, and compliance with applicable regulations.

Key Responsibilities:

• Follow established procedures for confidentiality, privacy, and data security.

• Answer inbound calls from clients, community members, and partner organizations seeking community assistance.

• Conduct intake questions and document relevant client information.

• Provide information regarding available programs, services, and resources

• Document client interactions and maintain accurate records in designated systems.

• Assist individuals in understanding eligibility requirements for available programs.

• Utilize crisis de-escalation techniques when appropriate.

• Escalate complex or urgent situations to supervisors, case managers, or appropriate staff.

• Build positive relationships with clients through professional and empathetic communication.

Key Accountabilities

• Consistently provide high-quality, client-centered service to all callers.

• Accurately assess needs and connect individuals with appropriate resources.

• Ensure timely and complete documentation of all client interactions.

• Maintain compliance with HIPAA, confidentiality standards, and organizational policies.

• Demonstrate professionalism, empathy, and cultural sensitivity when serving diverse populations.

• Effectively manage challenging conversations and crisis situations using approved protocols.

• Meet established productivity, quality, and service standards.

• Support a collaborative and mission-driven work environment.

Competencies

• Strong verbal, written, and interpersonal communication skills.

• Ability to communicate effectively with individuals from diverse backgrounds.

• Ability to build rapport and establish trust with vulnerable populations.

• Strong analytical and problem-solving skills.

• Attention to detail.

• Proficient typing skills.

• HIPAA, De-escalation and other training may be provided as needed.

Qualifications and Education Requirements

• Currently enrolled college student.

• Degree in Social Work, Urban Affairs, Sociology, Psychology, Counseling, Public Health, or a related field preferred.

• Experience in community outreach and social services.

• Experience in call center operations and client support roles.