Family Advocate

Our part-time Family Advocate is often the first point of contact for our Family Resource Center (FRC) patrons, helping to create a warm welcoming environment, completing brief needs assessments, scheduling appointments, and directing patrons to the appropriate FRC staff for assistance. The Family Advocate also provides limited hands-on assistance to patrons, such as providing food from our emergency pantry and helping with online applications. In addition, the Family Advocate manages essential front-desk duties such as answering calls, directing visitors, data entry, and keeping resource displays organized. Serving our patrons with high quality customer service is critical. This is a grant-funded position that reports directly to the Family Resource Center Manager.

ESSENTIAL JOB FUNCTIONS

- Answer incoming telephone calls and direct calls to the appropriate Family Resource Center staff; taking complete, clear messages, using high quality customer service.

- Check voice mail daily and forward messages to appropriate personnel.

- Greet Resource Center patrons, ensuring they are treated with dignity and feel welcomed and supported.

- Provide basic assistance to patrons, including brief needs assessments, follow-up, and support with online applications or resource connections, under the guidance of the FRC Manager.

- Support the Resource Center staff with data entry, reports, and patron follow-up, as needed.

- Maintain organized and informative resource displays and help keep shared areas tidy and accessible.

- Support community partners with meeting room setup.

- Help manage conflicts and/or challenging situations under the guidance of the Resource Center Manager.

- Stay familiar with Resource Center policies and procedures to effectively assist patrons and partners.

- Display an understanding of, and sensitivity to, service populations cultural and socioeconomic characteristics.

- Other duties and special assignments, as needed.

Qualifications

Education and Experience:

REQUIRED:

- High School Diploma or GED from an accredited educational facility.

- One year of office experience.

PREFERRED:

- Proficiency in Microsoft Office Products.

- Experience working with at-risk children and families or a social service agency.

Special Qualifications:

- Must possess a valid driver’s license.

Knowledge, Skills, and Abilities:

- Knowledge of word processing and basic computer skills.

- Strong intrapersonal skills.

- Excellent telephone etiquette.

- Ability to maintain confidentiality of sensitive data.

- Knowledge of various types of office equipment (i.e., copier, fax, switchboard).

- Understanding of the causes and effects of trauma and victimization and willingness to provide compassionate, trauma-informed support to individuals and families in need.

- Sensitivity to cultural needs and willingness to serve as a positive member of a working team.

- Ability to prioritize multiple tasks and projects.