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Client Services
2 weeks ago
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.
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.
Job Summary
The Client Services & Resource Navigator is a key frontline role within the Central Okanagan Food Bank. Your role will be dedicated to Client Services, including reception, intake, appointment scheduling, high volume phone support, and coordinating volunteers working specifically in the client services reception area. You will also support 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.
KEY RESPONSIBILITIES - CLIENT SERVICES, CLIENT SERVICES RECEPTION, CLIENT SERVICES VOLUNTEERS & STAFF SUPPORT
- Greet all clients and visitors with dignity, warmth, and professionalism.
- 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.
- Provide guidance and support to volunteers assisting in client services reception.
- Maintain accurate client notes and documentation.
SECONDARY RESPONSIBILITIES-MORE THAN FOOD, TRAUMA-INFORMED SUPPORT & RESOURCE CENTRE
- Apply a trauma-informed approach - 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.
- 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.
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.
Benefits:
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Vision care
Salary Range :
$22-$24 per hour
Application deadline: December 24, 2025
Job Type: Full-Time, Permanent (Monday to Friday) with availability to work some evenings or weekends
Work Remotely: No
Job Types: Full-time, Permanent
Expected hours: 40 per week
- What computer programs have you worked with?
- Describe your experience working in a high-volume reception or intake environment. How do you stay organized?
- What draws you to work with the Central Okanagan Food Bank and in client-facing community services?
Work Location: In person
