CLIENT SERVICES TEAM LEAD

Helping connect individuals and families with the assistance they need.

The Dickson County Help Center is a Christ-Centered organization that strives to serve our neighbors with compassion, respect, dignity, and privacy while fulfilling our mission. Our Client Services focus on supporting individuals and families in need by providing access to food resources and additional social services.

This role combines direct client support, resource coordination, and advocacy elements.

Key Areas of Responsibility:

• Deliver outstanding customer service while exhibiting compassion and respect towards all
• individuals.
• Schedule food appointments and process requests for financial assistance.
• Review initial financial assistance requests, gather supporting documentation, communicate with neighbors and landlords/mortgage companies, utility companies, and other organizations, and approve and submit payment requests promptly.
• Provide neighbors with information and other resources for additional support.
• Collaborate with community partners, service providers, and local churches to help clients and strive to prevent service abuse.
• Document and update neighbors' accounts based on interactions and services provided.
• Handle neighbors' inquiries and complaints promptly and involve the Client Service Director when needed.
• Performs emergency response duties when notified of situations requiring emergency Help Center assistance.
• Ensure that all reports for Second Harvest and Client Services Director are completed monthly.
• Act as backup for Front Desk staff when needed.
• Provide support to the Food Pantry team.
• Understand and follow the Assistance Program guidelines.
• Answer phone calls and respond to email inquiries in a timely manner.
• Maintain confidentiality of neighbor’s information.
• Participates in fundraising events and outreach events.
• Ensures that the office and waiting areas are clean and neat at all times
• Other duties that may arise without notice to fulfill our mission and work with the community.

Knowledge, Skills, and Abilities

• Thorough knowledge of the Dickson County Help Center, our history and our ability to serve those in need.
• Must have effective verbal and written communication skills, including ability and willingness to make public presentations.
• Must possess strong interpersonal skills, including the ability to put people at ease; skills for interviewing and assessing prospective clients’ situations; and making independent decisions.
• Ability to handle stressful situations in a calm and professional manner.
• Ability to think outside the box to evaluate and meet individual needs.
• Proficiency in Microsoft Office applications and database management software.
• Ability to follow instructions and work with limited supervision.
• Ability to be flexible and adapt to change as needed.
• Ability to prioritize and manage multiple tasks.
• Ability to prepare accurate and complete records and reports.
• Ability to build and maintain effective working relationships with leadership, team members and volunteers.

Minimum Qualifications

• Training or education in behavior health, counseling, and social work is preferred, but not required.
• High School Diploma or equivalent, with extensive work and life experience, will be considered.

Requirements/Working Conditions

• Ability to meet attendance requirements.
• Must be reliable, honest, and punctual.
• Ability to read, write, and communicate the English language.
• Bilingual English/Spanish speaking is preferred but not required.
• Most work is performed in a normal office environment but may require brief or occasional periods of standing, stooping, bending, walking, or lifting up to 40 lbs.
• Special events, seasonal programs, and disaster or emergency situations may require prolonged walking, standing, or driving. Limited amount of physical effort required associated with walking, standing, lifting and carrying objects (less than 25 lbs.).
• Valid Driver’s License is required, reliable transportation, and you MUST be insurable with our company policy; Work may involve driving a vehicle to special events or supervising volunteers at locations throughout the community, where there may be physical discomforts associated with changes in weather or commuting in heavy traffic.
• Work schedule may be erratic or in excess of 40 hours per week due to seasonal programs, special events, or community disasters.

Additional Information

All employees recognize that the Dickson County Help Center is Christ-centered and a vital resource for our community that is supported by local businesses, churches, individuals and organizations, including but not limited to our local government, based on our partnerships, transparency and integrity.

Employees agree that they will do nothing, as an employee of the DCHC, to undermine its mission.



The Dickson County Help Center is an equal opportunity employer that does not discriminate against race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class.