Program & Resources Assistant (Bilingual - Spanish)

The Opportunity

The Program & Resources Assistant is an organized, detailed, team oriented, customer focused individual who will be the front desk initial point of contact for clients at Hively. The Program Assistant will be responsible for managing the flow of parent resources, education and the community closet. They are also responsible for making appropriate referrals to internal departments and external agencies.

What You Will Do:

• Provide a warm welcome to Hively guests
• Perform receptionist duties for our Oakland Office such as maintaining the office lobby and resources, and assist in maintaining office supplies including organizing the US and Internal Mail
• Assist in maintaining a clean and orderly office environment
• Provide information and resources to families based on their need
• Provide enhanced child care referrals and educational resources to Stage 1 families, guiding them through the process of identifying and securing quality care.
• Collaborate with the Community Services team to manage the delivery, collection, and tracking of the Hively Client Survey (R&R Child Care Referral Survey).
• Manage and maintain the Hively Family Resource Center in Oakland, ensuring it is well-stocked and organized
• Create, track and maintain new family enrollment welcome bags
• Input and maintain accurate information in appropriate databases, paper files or electronic files. Create or modify various documents, reports, and schedule appointments using Google
• Compile, reconcile, validate, and produce program data reports for daily, weekly, monthly, quarterly, and/or special assignments as needed.
• Utilize Zendesk to support dual operations: resolving internal office-related tickets and tracking child care referrals for the Community Services team.
• Act as a trusted resource navigator to guide families through the enrollment processes for vital programs such as CalFresh benefits and the Brilliant Babies college savings initiative.
• Accurately capture service records and financial transactions as assigned
• Maintain required confidential participant records and TrustLine applications according to department, agency, local, State, and Federal requirements
• Maintain relationships with community agencies that refer clients to the program and contribute to developing new referral sources
• Create and maintain resources in Google Drive and Notion
• Conduct outreach services and collaborate with community services and the communications department for special projects conducted in Pleasanton, Fremont and Oakland
• Provide essential, cross-trained coverage and backup support for the Intake, Provider Support, and Referral Specialist teams to ensure uninterrupted service delivery.
• Apply proven conflict resolution and de-escalation skills to safely navigate challenging interactions, fostering trust and safety with vulnerable and high-needs populations
• Other duties as assigned

What you should bring:

• Experience in a human services agency or equivalent educational degree
• Bilingual and fluent in Spanish and English
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Experience using Microsoft Office software and Google Suite
• Knowledge of all aspects of business office procedures
• Ability to communicate effectively both orally and in writing
• Ability to develop and maintain good working relationships with diverse groups of people
• Basic math skills
• Strong organizational skills
• Coordinate and execute local donation pick-ups to support program needs, requiring access to a reliable personal vehicle.
• Ability to work a flexible schedule, including occasional evenings and weekends, to support community outreach and events.
• Flexibility to travel to and work from other Hively office locations throughout Alameda County as needed.

Preferred Knowledge, Skills and Abilities:

• BA/BS with major coursework in social services/human development or related field
• Experience in the delivery of services to a diverse population
• Previous experience working for a non-profit
• Prior experience using Zendesk (or a similar ticketing/CRM platform) to manage workflows or support requests is a plus

Physical Requirements:

• Ability to sit at a desk, conference table, or in meeting rooms of various configurations for extended amounts of time
• Ability to stand for extended amounts of time
• Manual dexterity to use a telephone and computer
• Facility to hear and understand speech at normal room levels, and to hear and understand speech on phone
• Facility to speak in audible tones so that others may understand clearly in normal conversations and over the telephone
• Physical agility to lift and carry up to 20 pounds and to bend, stoop, walk and reach overhead
• Physical agility to push/pull, squat, twist and turn
• Mental acuity to perform the essential functions of this position in an accurate and timely fashion; to make good judgments and decisions; and to evaluate the results of decisions and judgments