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Food Helpline Coordinator

Company: MANNA FoodBank - Asheville NC
Location: Asheville
Posted on: October 9, 2019

Job Description:

Mission: MANNA's mission is to involve, educate, and unite people in the work of ending hunger in Western North CarolinaVision: A hunger-free Western North Carolina MANNA FoodBank seeks a dynamic and experienced bilingual customer service professional to join our team in the role of MANNA Food Helpline Coordinator. The MANNA Food Helpline assists people in NC who struggle with food insecurity by referring them to a wealth of resources and services, as well as providing food stamp application assistance. Contacted over 10,000 times annually, our Helpline relies on a committed team of highly trained volunteers to assist clients over the phone. This role is best suited for someone who has strong organizational and administrative skills, is adept with technology, and thrives in a fast-paced, multi-faceted office space.
Position Summary: The MANNA Food Helpline Coordinator will coordinate and supervise all operations of the Helpline, including incoming and outgoing calls, emails, faxes, etc., and documentation of services provided. The coordinator will manage a team of volunteer phone agents, packet specialists, and administrative support, assuring that all Helpline team members are equipped to provide FNS application assistance, make referrals to partner agencies and other community resources, and utilize the required software programs to carry out all functions of the Helpline. This role will also assist the Community Outreach Manager in recruiting and training all FNS volunteers and staff, and in creating and updating Helpline data processes and protocols for customer service. The coordinator will also oversee client data entry and metric reporting as required, as well as assisting with the improvement of Helpline workflow and efficiency, monitoring call and email volume and implementing strategies to manage and deliver timely responses to clients as needed.
Qualifications: Four-year college degree or equivalent experience required.1-3 years of customer service, call center experience, and/or program coordination is strongly preferred. Proficiency in English and Spanish required.High level of skill and comfort with technology preferred; proficiency in Microsoft Office Suite and Outlook required.Attention to detail regarding data entry, analysis and reporting.Able to work in a busy office environment, meet deadlines, and manage multiple priorities.Outstanding customer relations skills, and eagerness to assist others. Demonstrated cultural diversity and inclusion awareness and practice.Experience with volunteer recruitment and engagement.Ability to communicate complex information clearly.Strong interpersonal, written and verbal communication skills; ability to work cooperatively and collaboratively with others. Compassionate, non-judgmental, listening skills.Group facilitation, training, and presentation skills.Basic knowledge of, and commitment to, the mission of MANNA Food Bank.Commitment to federal nutrition programs, particularly the Food and Nutrition Services Program.
To view the complete job description please our careers page at
MANNA Background MANNA FoodBank was incorporated in 1983. As an accredited member of Feeding America, the nation's largest domestic hunger relief organization, the mission of MANNA FoodBank is to involve, educate, and unite people in the work of ending hunger in Western North Carolina. MANNA's operations involve procuring, warehousing, and distributing food to over 220 partner agencies in a 2.5-hour radius of the central facility in Asheville - 19.8 million pounds in 2018/2019. The partner agencies include food pantries, soup kitchens, homeless shelters and other emergency providers. In addition, MANNA has a team of SNAP (food stamp) outreach workers who assist people with access to cash benefits to supplement their food budget. Food insecurity rates are high in WNC, impacting more than 24% of children. Rural poverty is a particular challenge in the 16-county service area, and MANNA is committed to providing excellent service in a sometimes challenging terrain and environment. MANNA FoodBank is the proud recipient of a 4-star Charity Navigator rating for 8 consecutive years, and has a solid network of relationships with local partners, funders, and government agencies. It has a strong, talented 21-member board and an experienced and passionate staff. The organizational culture can be described as fast paced, hardworking, down-to-earth, mission driven, compassionate, and thankful towards clients, donors, partners and volunteers. MANNA offers a competitive compensation and benefits package including; a generous PTO program, 401K, Health, Dental, & Vision, Life, STD, & LTD plans.
To apply please complete the on-line application including cover letter at
-- Please, no phone calls-- Application deadline: 10/13/2019-- No relocation is offered for this opportunity
MANNA FoodBank is an equal opportunity employer and is committed to recruiting a broadly diverse pool of qualified candidates for the position.

Keywords: MANNA FoodBank - Asheville NC, Asheville , Food Helpline Coordinator, Other , Asheville, North Carolina

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