Home-Delivery Support Coordinator

Are you a skilled troubleshooter ready to jump into evolving daily challenges? Do you believe in lending your talents to end hunger? If so, consider being a Program Coordinator for the San Francisco-Marin Food Bank.

The SF-Marin Food Bank is comprised of a dedicated team of approximately 220 staff working collaboratively to provide close to 50 million pounds of food to over 210,000 people in the Bay Area – a region where 1 in 5 people are at risk of hunger. We are currently looking for a Home-Delivery Program Coordinator to help coordinate the full spectrum of day-to-day operations of our delivery service. See job description below and apply today if you would like to join us in our mission to end hunger.

POSITION PURPOSE

1. In response to the Covid-19 pandemic, the SF-Marin Food Bank scaled its home-delivery service from approximately 250 deliveries per week to a peak of 12,000 per week since the crisis began. Reporting to the Home-Delivered Groceries Program Manager, this role is responsible for assisting the coordination of essential day-to-day operations of the delivery service including the timely and accurate conveyance of delivery task information internally and externally, communication and coordination with delivery volunteers, physical distribution, and program outreach. The role also has responsibilities in the outreach and growth of participant communication for the Pantry at Home Program.
2. Along with the SF-Marin’s expanded Home-Delivery Service, the Food Bank has opened both Popup and Drive-thru pantries. This position will serve, on a part-time basis, as an ad-hoc back-up providing onsite event support and leadership to the operation of these food pantries in San Francisco and Marin counties. You’ll work with regular staff, gig crew, volunteers, and community partners to ensure that all pantry participants receive the highest quality service and experience. This position is relied upon to communicate important information about pantry events, or participant feedback, to the SF-Marin Food Bank and attend regular meetings and trainings.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Delivery Program Outreach and Communication

Program Outreach

• Work closely within the team to help develop our calendar for both internal and external communications.
• Create marketing collateral and draft copy including emails, flyers, etc., that drive program awareness
• Act as liaison between Community Engagement and Marketing & Communications Team for campaign collateral
• Ensure outreach content is on-brand, consistent in terms of style, quality, and tone of voice, and optimized for impact, search, and user experience across channels
• Perform education and outreach to social workers and other sources for potential participants.
• Coordinate information sharing with stakeholders.

Delivery Program Operations

• Responsible for supporting home-delivered grocery food distributions in San Francisco and Marin counties. This includes supporting the set-up, street traffic flow, check-in, and distribution.
• Ensure social distancing and other public health best practices among staff, volunteers, and participants to minimize the spread of contagions.
• Ensure home-delivered grocery distributions are a friendly and positive experience for everyone, creating a welcoming and respectful atmosphere.
• Serve as backup to delivery service staff as needed.
• Other duties as assigned.

Volunteer Services

• Provide timely communication and support to volunteer drivers through email, and phone
• Respond to phone calls, emails, and other inquiries regarding volunteer opportunities for the PAH program.
• Provide technical support for questions regarding the online scheduling systems
• Complete volunteer data entry to/from various volunteer systems
• Upload volunteer driver roster to internal system and send daily pre-shift emails to our volunteer drivers
• Promptly provide recognition to volunteers as requested.
• Communicate special requests and notable volunteers internally to keep appropriate staff informed
• Other special projects as assigned.

Delivery System Information Management

• Ensure consistent and accurate communication of delivery information across multiple software platforms
• Assist in the upkeep of program databases like Ceres, Google Sheets, Onfleet, and Microsoft Forms
• Communicate internally and externally regarding daily delivery tasks
• Ensure data protocols are followed
• Ensure data is communicated with timeliness, consistency, and accuracy
• Complete required delivery task verification procedures for each working day
• Serve as backup to delivery service staff as needed
• Other special projects as assigned

Community Support Coordination

• Responsible for overseeing the operation of popup and drive-thru food pantries, including but not limited to set-up, deliveries, operation, clean-up, and participant check-in.
• Manages, trains, and supervises assigned crew ensuring adherence to existing guidelines and protocols.
• Works with the assigned crew to ensure proper set-up of the pantry including, but not limited to unloading, moving, bagging, distributing, and storing food appropriately; cleanliness and physical appearance of service areas, cleaning up afterwards. Assigns tasks to crew members as needed.
• Ensures social distancing and other public health best practices among staff, volunteers, and participants to minimize the spread of contagions; ensures physical safety of crew members and participants in space shared with heavy equipment and vehicles.
• Facilitates enrollment into our program by answering participant questions and explaining our process and guidelines.
• Ensures pantries are a friendly and positive experience for everyone, creating a welcoming and respectful atmosphere.
• Collects and communicates any necessary pantry information to SF-Marin Food Bank staff and the volunteer team.
• Other duties as assigned.

PERFORMANCE MEASUREMENTS

• Communication, expediency, and accuracy in all functions are well organized and contribute to the smooth functioning of the Pantry at Home Program
• Data communications and reports are all timely, accurate and advance the program strategy
• Communication strategy is implemented, maintained, and executed

QUALIFICATIONS

Education/Experience:

• Bachelor’s degree or equivalent education and experience in social service experience required
• Candidates should have experience working with community-based organizations and low-income communities in either San Francisco or Marin

Skills/Abilities:

• Comfortable driving any projects and collateral production
• Excellent communication, interpersonal and customer service skills.
• Calm demeanor in stressful environment.
• Ability to work and interact well with individuals (staff, volunteers and participants) from a variety of socioeconomic backgrounds in a culturally diverse environment.
• Proficient in MS Office (Excel, PowerPoint, Word etc.) including advanced Excel and Word formatting skills and experience working with databases and data on multiple programs
• An analytical mindset with strong problem-solving skills.
• Ability to listen, identify, analyze, and guide lay users through system and procedural problems.
• Excellent organizational and time-management skills.
• Ability to work efficiently, independently and as part of a team; to communicate regularly; and meet deadlines.
• Interest in hunger or food issues
• Ability to lift 35 pounds on a repetitive basis.
• Ability to work outdoors continuously in all kinds of weather.
• Ability to work Weekends

Certificates/Licenses/Registrations:

• Driver’s license required

PHYSICAL DEMANDS AND WORK ENVIRONMENT: (The physical and environmental demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Environment: Standard office with occasional deliveries and travel to Marin

Finger Dexterity: Requires typing on standard computer

Talking: Ability to speak on phone, face to face, and in front of groups

Hearing: Able to hear average or normal conversations and receive ordinary information

Repetitive Motions: Frequent and regular movements using the wrists, hands, and fingers

Average Visual Abilities: Average, ordinary, visual acuity necessary to view computer screens and documents

Physical Strength: Ability to lift two 25-lb bags simultaneously

COMMUNICATION AND COGNITIVE REQUIREMENTS

Reasoning Ability: Ability to apply principles of logical or scientific thinking to a wide range of complex intellectual and practical problems

Mathematics Ability: Ability to perform advanced math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs

Language Ability: Fluency in English. Good writing skills. Cantonese/Spanish a plus

Salary: Competitive pay based on qualifications and experience

Benefits: Medical, dental, life, long-term disability, and 403(b) retirement plan with employer base and matching contribution. Generous holidays, vacation, and sick time.

The San Francisco-Marin Food Bank is an Equal Opportunity Employer. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Position covered by OPEIU Local 29 Bargaining Unit