Under general direction, the 2917 Benefits Center Coordinator will be responsible for managing the lobby client flow and traffic at the 1235 Mission Street office, which houses Reception, the service center for SFBN (MC and CF) and CAAP, ADA Social Workers, and Workforce Development, all within the same lobby.
This role will also supervise the 2918 Social Workers and Lobby Greeters assigned to the lobby, with the goal of assisting clients in navigating the system, connecting them to the appropriate services promptly, minimizing client wait times, and improving internal collaboration between the various staff teams stationed in the lobby.
Additionally, this position will perform a variety of highly complex and responsible professional administrative duties, coordinating and collaborating with various teams and programs involved in the daily operations of the service center.
Essential Duties and Functions:
According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.
1. Oversees a coordinated lobby service approach; continuously seeking to improve client flow and delivery of services.
2. Manages daily lobby traffic by proactively monitoring the flow and assisting Social Workers and other lobby teams in maintaining order.
3. Provides supervision, as well as technical and administrative support, to the 2918 Social Workers and Lobby Greeters.
4. Develops, prepares, and presents monthly reports on lobby activities and incidents; and monitors the tracking and effectiveness of service integration.
5. Manages a range of detailed program responsibilities, including addressing challenges and implementing solutions, to ensure efficient operation of the benefits center.
6. Acts as representative of the assigned division when coordinating with the lobby occupants on matters related to Facilities, IT, and other general support for the1235 Mission Street lobby.
7. Partners with the Security Liaison and Sherriff to ensure safe and effective monitoring of the lobby.
8. Leads the development and implementation of lobby policies and procedures and provides recommendations for improving lobby flow.
9. Responds to and resolves difficult and sensitive inquiries and complaints and collaborates with various community partners on program referrals.
