HDM Intake Coordinator (Finance)

JOB DESCRIPTION

POSITION / TITLE: HDM Intake Coordinator
RESPONSIBLE TO: Manager, Home Delivered Meals (HDM) Client Waitlist & Communications
STATUS: Non-exempt, Full Time, M-F 8:30am-4:30pm
PROGRAM ADDRESS: 2142 Jerrold Avenue, San Francisco, CA 94124

MISSION:
Meals on Wheels of San Francisco provides a network of services that allows seniors to live in their homes with dignity and independence as long as possible.

ABOUT MOWSF:
MOWSF is committed to the belief that all seniors have the right to live independently with dignity and respect in their own homes for as long as safely possible. It is our mission to provide isolated homebound seniors in San Francisco with nutritious meals, daily human contact, and supportive services to prevent their premature institutionalization.

Position Summary:
The Home Delivered Meals (HDM) Client Intake Coordinator is responsible for enrolling new clients in the HDM program. This role supports both drivers and clients during the delivery process and communicates client concerns to the Social Work Department. Additionally, the Coordinator provides backup for the Safety Board phone line, handling missed delivery protocols and may assist with client deliveries as needed.

Job Requirements

Driver License: Valid California driver license and a good driving record required throughout employment.
Technical Skills: Experience with MS Word, Excel, Outlook, and Teams is necessary; familiarity with Salesforce is preferred. Proficiency in Salesforce database, SF GetCare, Vonage phone system, and Microsoft apps (Teams, Outlook, SharePoint) is required.
Time Management: Excellent time management skills, with the ability to multitask effectively. Proven ability to execute tasks and respond to communications promptly.
Team Collaboration: Must be a team player with a demonstrated ability to work with culturally diverse clients and staff.
Client Support: Experience in client support, utilizing de-escalation strategies for challenging interactions.
Customer Service: Background in handling complex customer service situations.
Communication Skills: Strong verbal and written communication skills, with a keen attention to detail.
Workload Assessment: Ability to assess daily workload and seek or offer support as needed.
Language Skills: Bi-lingual candidates (Spanish, Cantonese, Mandarin, or Tagalog) are preferred.

EDUCATION:
Preferably an AA degree or equivalent experience.

DUTIES AND RESPONSIBILITIES:

Client Starts

Enroll clients from the waitlist into the MOWSF HDM program.
Process new client starts and create client files.
Follow protocols for new client starts, enrollments, and file management.

Communicating with Clients

Communicate with clients via phone and email.
Use appropriate scripts when interacting with clients and providers.
Respond to client inquiries and issues regarding the program.
Conduct detailed discussions about HDM services, including:

Service parameters
Missed delivery protocols

Send letters, flyers, and other mailings to clients as needed.

Additional Duties

Deliver meals in urgent situations.
Attend social work meetings to discuss client issues, concerns, and departmental protocols as required.
Implement work in accordance with current MOWSF policies.
Support MOWSF events, such as Thanksgiving Day, as requested.
Prepare reports as necessary.
Assist with other duties and special projects as assigned.

Team Support

Support Safety Board lines during peak hours, prioritizing driver assistance.
Assist with additional program intake and client support when available.
Provide phone line coverage for staff during low coverage periods (e.g., staff vacations).
Collaborate on projects to support other staff as needed.

Safety

Model proper procedures and policies for new helpers/drivers.
Adhere to vehicle safety practices, including safe driving techniques, seatbelt use, and awareness of pedestrians and cyclists. Complete daily vehicle inspection documentation.
Prioritize personal safety by wearing appropriate gear (safety vest/rain gear), using proper lifting techniques, and being cautious around strangers and residents.

PHYSICAL SUMMARY:
HDM Client Support Associate may occasionally need to lift/push/pull up to 50lbs unassisted and may be required to carry bags of food for clients if additional help with deliveries is requested due to urgent needs.

PHYSICAL DEMANDS:
In addition to the items listed in the driver job description, candidates for the driver position must be capable of performing the following physical job requirements. Proof of ability will be shown by completing a documented physical checkup previous to hire.

WAGES/HOURS/BENEFITS: $27.00 per hour. This position is regular, full-time, 8:30am-4:00pm, non-exempt, 40 hours per week with occasional holidays.

MOWSF offers a generous benefits package that includes paid Sick, Vacation, Holiday, Personal Days and a robust medical and dental plan that is paid by the Agency. Other optional fringe benefits in accordance with MOWSF Employee Handbook.

Meals on Wheels is committed to workforce diversity. Qualified applicants will receive full consideration without regard to age, race, color, religion, gender, sexual orientation or national origin. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.