Company Overview
The Central Okanagan Food Bank (COFB) is committed to alleviating hunger and providing vital support to families and individuals in need within Kelowna & West Kelowna. Our mission is driven by compassion, collaboration, and a deep dedication to making a positive impact on local lives.
Job Title: Client Services Coordinator
Position Type: Full-Time Permanent
We are seeking a Client Services Coordinator to join our team in Kelowna. This vital role involves guiding clients through available resources, ensuring they receive the support they need, and fostering strong community relationships. Your work will directly contribute to our mission of reducing food insecurity and strengthening community connections.
Position Summary
The Client Services Coordinator is a key frontline position within the Central Okanagan Food Bank. This role is primarily dedicated to client services, including reception, intake, appointment scheduling, high-volume phone support, and coordinating staff and volunteers working in the client services reception area.
The Coordinator also supports the More Than Food (MTF) program through trauma-informed client navigation, warm referrals, community resource connections, assistance within the COFB Resource Centre, and contributions to trauma-informed practices and education across the organization.
Primary Responsibilities – Client Services, Reception, and Staff & Volunteer Support
- Welcome all clients and visitors with dignity, respect, warmth, and professionalism.
- Conduct client intake, updates, and verification through Link2Feed.
- Respond to high-volume telephone inquiries and provide accurate information about programs and services.
- Manage appointment scheduling and assist clients in overcoming barriers to accessing services.
- Provide guidance, training, and support to staff and volunteers assisting in the client services reception area.
- Maintain accurate client records, notes, and documentation in accordance with organizational policies and privacy requirements.
- Support the efficient daily operation of the client services reception area.
Secondary Responsibilities – More Than Food Program, Trauma-Informed Support, and Resource Centre
- Apply trauma-informed principles in all client interactions, including safety, trust, choice, empowerment, and cultural humility.
- Support clients experiencing emotional distress through grounding techniques, de-escalation, and compassionate engagement.
- Build staff and volunteer capacity by providing training and support in trauma-informed practices, communication, and client engagement.
- Collaborate with the More Than Food Program and Program Assistant, under the direction of the Programs Manager, to help clients access internal supports and services.
- Provide warm referrals and resource navigation to community services, including housing, income assistance, mental health supports, newcomer services, Indigenous resources, and crisis response programs.
- Assist in maintaining and promoting resources available through the COFB Resource Centre.
- Foster positive relationships with community agencies and service providers to strengthen client support networks.
- Assist clients in navigating the COFB Resource Centre.
REQUIREMENTS
- Post-secondary education in a related field is an asset.
- Strong empathy, cultural humility, and ability to maintain professional boundaries.
- Ability to remain calm and grounded in stressful situations.
- Excellent communication skills - verbal, written, and listening.
- Strong administrative and organizational skills.
- Proficiency with Link2Feed, Microsoft Office, and database systems.
- Ability to guide and support volunteers in a client-facing environment.
- A trauma-informed approach or a willingness to learn.
Job Type: Full-time
Pay: $24.00-$25.00 per hour
Benefits:
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Vision care
Ability to commute/relocate:
- Kelowna, BC V1X 4H7: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- Why are you interested in working at the Central Okanagan Food Bank?
Work Location: In person
