Career Opportunities with Greater Cleveland Food Bank

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Client Help Specialist

Department: Outreach and Client Services
Location: Cleveland, OH

Choose a career where you can better someone elseís life, while bettering your own. The Greater Cleveland Food Bank is the largest hunger relief organization in Northeast Ohio having provided over 50 million meals in 2018 to hungry people in Cuyahoga, Ashtabula, Geauga, Lake, Ashland and Richland counties. The organizationís mission is to ensure that everyone in these communities has the nutritious food they need every day.

Apply for a position at Greater Cleveland Food Bank where we offer a culture of learning and development, competitive pay and amazing benefits including Low Cost Medical, Dental, Vision, Short-Term and Long Term Disability, Life Insurance, Generous Retirement Plan and Holiday Pay all starting on first day of hire and paid time off which starts after 90 days.

SUMMARY

The Client Help Specialist is responsible for providing client assistance in a Call Center environment. Provides compassionate service and handles both phone and walk-in clients with efficiency and with a high degree of professionalism. Effectively works within a team environment to ensure expeditious and accurate completion of benefit applications and referrals to hunger programs with a high level of client service. Counsels clients about benefit options and impact on their current food insecurity. Also, provides detailed community referrals and information about hunger programs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. This list is not all-inclusive and other duties may be assigned.

  • Provide Quick Check screening of callers for federal and state benefits.
  • Interview clients to complete the Ohio Benefits State-wide software applications for federal and state benefit programs.
  • Listen to clientsí needs to determine referrals to programs to meet their needs. Communicate clearly and effectively with clients.
  • Accurately complete benefits applications utilizing the Ohio Benefits State-wide software.
  • Refer clients to area hunger programs, produce distributions and other services as available.
  • Confer with supervisor and co-workers to research client problems and find solutions.
  • Adhere to all outlined protocols regarding application security and confidentiality of information.
  • Procure signature for applications, either voice signature or signed and returned application.
  • Manage length of calls.
  • Make outgoing calls as directed for application and/or follow-up purposes.
  • Submit completed applications within the designated time frame and obtain voice signature.
  • Advise clients of all required documentation necessary to provide to Employment and Family Services or other issuing body to help them secure benefits.
  • Enter accurate and timely client information into databases GSNAP LIVE, OB & Faux Asis.
  • Provide excellent service to client referrals and provide up-date referral source with designated timeframe.
  • Complete 60 SNAP Applications monthly towards Annual Goal including client follow up calls.
  • Keep accurate records of calls and required information as assigned.
  • Complete filing, mailing and clerical tasks as assigned.
  • Demonstrate a thorough knowledge of all aspects of department operation.
  • Attend Jobs and Family Services Ohio Benefit trainings and other opportunities for training and updates as appropriate.
  • Maintain required job knowledge and skills and core professional competencies.
  • Read, respond and be responsible for information relayed via e-mail communications from staff.
  • Initiate, develop and maintain a working partnership with community social workers/caseworkers as necessary.
  • Support teamwork and call center success.
  • Maintain regular and punctual attendance.
  • Attend and actively participate in all Cleveland Foodbank employee meetings and trainings.

QUALIFICATIONS

High school diploma required. Bachelor's degree (B. A.) from four-year college or university strongly preferred. Call center experience preferred. One or more years customer service in nonprofit preferred. Commitment to reducing hunger by helping people to access SNAP benefits and hunger programs. Must be able to effectively work in a team atmosphere with highly diverse people. Must be oriented towards efficient problem solving, multi-tasking and teamwork. Skill in computer applications including online software applications, word processing and database management. Must represent a professional and helpful presence at all times. Willingness to work beyond normal working hours, when necessary. Some evening and weekend shifts will be required. Unencumbered driver license and personal vehicle required.

Donít just apply for a job, apply at the Greater Cleveland Food Bank where our passion is feeding those in need and feeding the need for purposeful work. At the Food Bank diversity and inclusion are an important element of our culture and our organizational success.

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