Client Services

Qualifications

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.

Summary

We are seeking a Client Services & Resource Navigator 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 bonds.

Working Relationships

• Receives primary operational supervision from the Operations Manager (20%).
• Receives program direction from the Programs Manager (20%).
• Works under the guidance of the Distribution & Client Services Coordinator for direction, communication, and daily operational alignment.
• Collaborates with the More Than Food Coordinator and the MTF volunteer team within the Resource Centre to support upstream referrals and client wellbeing.
• Works closely with the client services reception team to support daily front-line service delivery.
• Collaborates with the distribution team to ensure smooth client flow between reception and distribution.

Job Summary

• The Client Services & Resource Navigator is a key frontline role within the Central Okanagan Food Bank. Approximately 80% of the role is dedicated to Client Services, including client services reception, intake, appointment scheduling, high volume phone support, and coordinating volunteers working specifically in the client services reception area. This portion of the role also includes working collaboratively with the client services team to ensure smooth daily operations and consistent delivery under the direction of the Operations Manager and Distribution & Client Services Coordinator. The remaining 20% supports the More Than Food (MTF) program through trauma-informed navigation, warm referrals, community resource connections, support in the COFB Resource Centre, and contributing to trauma-informed education efforts across the organization.

PRIMARY RESPONSIBILITIES - 80% (CLIENT SERVICES, CLIENT SERVICES RECEPTION, CLIENT SERVICES VOLUNTEERS & STAFF SUPPORT)

• Greet all clients and visitors with dignity, warmth, and professionalism.
• Provide supportive and respectful client services reception interactions rooted in dignity, empowerment, and cultural humility.
• Conduct intake, updates, and verification through Link2Feed.
• Respond to high-volume telephone calls and provide clear program information.
• Manage appointment scheduling and assist clients with booking barriers.
• Maintain strict confidentiality with client information.
• Maintain client services area safety and security.
• Support smooth client flow in the client services reception area.
• Work collaboratively with the client services team to maintain consistent operational flow.
• Communicate day-to-day observations, client needs, and concerns to the Distribution & Client Services Coordinator and Operations Manager.
• Provide guidance and support to volunteers assisting in client services reception.
• Offer on-the-spot coaching and direction to volunteers as needed.
• Report volunteer feedback or concerns to the Operations Manager.
• Maintain accurate client notes and documentation.
• Prepare the client services area at the start / end of shifts. Ensure appointment tickets are printed for the following day.
• Identify opportunities to improve client experience and volunteer effectiveness.
• Collaborate with Operations and the Distribution team as required.

SECONDARY RESPONSIBILITIES - 20% (MORE THAN FOOD, TRAUMA-INFORMED SUPPORT & RESOURCE CENTRE).

• Apply trauma-informed principles - safety, trust, empowerment, choice, cultural humility.
• Supports clients experiencing emotional distress with grounding and de-escalation.
• Liaise with the More Than Food program under the Programs Manager to help clients access internal supports.
• Work collaboratively with the More Than Food Coordinator and the MTF volunteer team in the Resource Room to support a welcoming, organized, and client-centered environment.
• Provide warm referrals to community services such as housing, income assistance, mental health, newcomer supports, Indigenous resources, and crisis supports.
• Assist clients in navigating the COFB Resource Centre.
• Maintain updated knowledge of community resources and internal supports.
• Identify clients needing additional follow-up and communicate with the Programs Manager and MTF team.

TRAUMA-INFORMED TRAINING RESPONSIBILITIES

• Is responsible to provide trauma-informed orientation for new and existing staff working in client-facing environments.
• Oversees the process to ensure distribution & client services staff/volunteers receive proper and ongoing training in trauma-informed practices.
• Identifies training needs and develops plans to strengthen trauma-informed service delivery across teams.
• In collaboration with the Programs Manager, may bring in qualified external practitioners or trainers to support staff learning and development.
• Ensures that COFB's trauma-informed approach remains consistent, current, and embedded in daily practice.

QUALIFICATIONS

• Diploma or higher in social services, community support, human services, or related fields; or equivalent experience.
• 2-5 years of experience in client-facing community service, or social service roles.
• Training in trauma-informed practice, mental health first aid, or cultural safety is an asset.

SKILLS & ABILITIES

• 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.
• Collaborative, adaptable, and client -centered approach.

Job Types: Full-time, Permanent

Pay: $22.00-$24.00 per hour

Expected hours: 40 per week

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Vision care

Work Location: In person