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Participant Experience Specialist

Job Description
Organization: 
The Action Center
Organization Type: 
501(c)(3)
Job Location: 
Denver Metro
Type of Job: 
Full-time
Job Category: 
Programs/Services
Job Description: 

This position is responsible for ensuring that the high standards of engagement and compassionate support of participants and volunteers occurs daily by fully engaging with these diverse populations – assessing needs and offering a proactive response.

While the Action Center is operating under modified services due to the pandemic, grocery services are being delivered outside.  Eventually, this position will transition to one of overseeing the day-to-day activities of the first floor of the program services building.  The Participant Experience Coordinator will ensure smooth participant flow into and through relevant program service areas.

This position involves very dynamic, active physical work associated with delivering program services and will interact with a diverse population of participants, often in distress, and will engage in assessment, de-escalation, and confident decision-making as needed. Additionally, this position will provide support to first floor lobby volunteers.

Areas of Responsibility
  • Serve as the main staff point of contact in the day to day process flow management of the first floor of the program services building which includes: intake, appointment scheduling, open/close of the building and provision of services in all areas – including – self-select grocery, clothing bank, distribution of vouchers, and mail services
  • Make decisions as needed for program service delivery; including the scheduling of participants and the placement of volunteers
  • Manage building flow throughout all service areas, responding to immediate crisis situations and working directly with participants as the situation warrants.  Engage in assessment, de-escalation, and decision making as needed.
  • Become proficient in, and support volunteers in the use of computer-based management systems and databases
  • Work in conjunction with other program services staff to ensure accurate data collection for all participants and services delivered
  • Support the training of first floor volunteers, working closely with other program services, volunteer programs and product team
  • Facilitate twice daily shift meetings with volunteers
  • Maintain regular and consistent communication with program services and volunteer management staff and volunteers
  • Document Incident Reports; identify and address safety issues, responding in accordance with established procedures
  • Ensure Program Service Building first aid kits, fire extinguishers and other safety equipment are checked monthly and re-supplied if required
  • Develop goals and objectives to achieve successful program service outcomes in line with the strategic plan
  • Consistently demonstrate a positive and supportive approach to the participants and the community we serve
  • Attend and participate in agency events and programs as needed
  • Other duties as assigned

SUPERVISORY

Work as a team lead during COVID – 19 response to two temporary staff, no direct supervision with regard to staff development.  This position has decision making authority as needed for effective program service delivery.

PERSONAL CONTACTS AND PURPOSE

Works closely with participants, programs staff and volunteers to ensure effective program service delivery. 

PHYSICAL DEMANDS

The position involves the very dynamic, active physical work associated with delivering program services and ensuring smooth participant flow into and through busy service areas (such as clothing bank, grocery).  The position must be physically able to move freely through the two floors of the building.

WORK ENVIRONMENT

Work environment will vary from an office to the outside food distribution area (during COVID-19 response) to the Program Services lobby and to various program service areas such as the clothing bank and grocery. 

As an Employee at The Action Center, I have read and understand this Job Description. I understand that I am responsible for adhering to this document, including the sections listed under the areas of Duties & Responsibilities, Knowledge, Skills & Abilities, Physical Demands and Work Environment.

Requirements/Qualifications
  • Bachelor’s degree in Social Work (or related field) OR relevant work experience required;
  • Bilingual in Spanish
  • Minimum one to three years’ experience: Working with individuals representing diverse populations including those experiencing homelessness, living in poverty, experiencing mental health crises and/or other vulnerable populations
  • Coordinating processes and people
  • High level of situational awareness required; demonstrated ability to assess potential escalating situations and capacity to take appropriate and proactive measures to mitigate potentially disruptive situations
  • High degree of emotional intelligence, compassionate, flexibility, and a non-judgmental view of people in experiencing crisis
  • Experience working in partnership with volunteers a plus
  • Understanding of Trauma Informed Care
  • Mental Health First Aid certification (training will be provided if needed)
  • CPR/First Aid certification required (training will be provided if needed). Must be willing and able to perform CPR and First Aid as needed.
  • Competency in setting personal and professional boundaries
  • Excellent organizational, crisis management, communication, and decision-making skills
  • Ability to exercise initiative, relate well with others and build collaborations; ability to take direction while participating in a team environment
  • Must work independently, exercise initiative, and demonstrate flexibility in managing time
  • Excellent computer skills including Word, Excel, Google, and databases
Compensation/Benefits
Compensation: 

$18-$21/Hour, depending on qualifications and experience

Benefits: 

Eligible for Employer paid Medical, Dental, Vision, Life, Long-Term Disability, EAP, Vacation, Sick, and Personal paid time off. Voluntary benefits include Short-Term Disability, 401(k) Plan, FSA, AFLAC, and LegalShield.

How To Apply

Please submit a cover letter AND resume to [email protected]

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

The Action Center is an equal opportunity employer.

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