Overview
The Community Specialist plays a vital role in advancing equitable access to trusted information and community resources for immigrant and refugee communities through responsive, culturally informed, and trauma-informed support. The role serves as the frontline point of contact for community members accessing the trust-centered information hub.
Key Responsibilities
- Answer inbound calls, respond to social media and text inquiries, and provide information and community referrals using approved scripts and FAQs.
- Deliver accurate, culturally and linguistically responsive information to users.
- Ensure strict compliance with data protection policies.
- Document service interactions in the Zendesk system for quality and reporting purposes.
- Escalate complex cases or unclear questions to the Program Manager or technical advisors.
- Conduct regular in-person outreach events at local nonprofit organizations, resource fairs, community-based initiatives and others.
- Work with Program Manager and technical advisor to implement service map on program’s website using Zendesk platform.
- Support in development and maintenance of vetting system for new community resources.
- Identify new community resources to include in the program’s service map.
- Support with regular follow up with existing community resources to confirm availability of services.
- Provide feedback on recurring questions, gaps in resources, or needed updates to scripts/FAQs.
- Participate in initial and ongoing training, including mock calls and refresher sessions.
- Contribute to team learning and continuous improvement of the program.
- Comply with all IRC policies, procedures and protocols.
- Support with content development as needed.
- Other related duties as assigned.
Required Experience
Two/Three years of related professional experience; preferably with a non-profit or social service organization. At least one year of experience in case management or social service teams with asylum seekers and humanitarian migrants or refugees. At least one year of experience in a communications, outreach, or educational/training environment preferred.
Qualifications
High school diploma or equivalent required. Associate or bachelor’s degree in social services, human services, communications, or related field preferred; equivalent lived or professional experience in immigrant/refugee community support, call center, or social services will be considered in place of formal education.
