Opportunities From: The Salvation Army of Orange & Osceola Counties Volunteer Website

Volunteer Opportunity: Bilingual Office Phone Support Volunteer

Overview: Office Phone Support Volunteers play a vital role by answering incoming calls and helping community members access pantry services and case management. Volunteers provide clear, compassionate information in English and Spanish, ensuring callers understand eligibility, schedules, and next steps.

This role is ideal for individuals who enjoy helping others, communicating clearly, and supporting access to essential services.

Key Responsibilities Answer incoming office phone calls professionally and courteously Provide accurate information about: Food pantry services (hours, eligibility, required documents) Case management services (how to apply, appointment process)

Direct callers to the appropriate staff or department when needed

Log basic caller information or messages following office procedures Communicate calmly and respectfully with individuals who may be in crisis

Maintain confidentiality and follow all privacy guidelines

Required Qualifications Bilingual in English and Spanish (spoken fluency required)

Strong verbal communication and listening skills Reliable and punctual Comfortable speaking on the phone and using basic office technology

Ability to follow scripts, guidelines, and escalation procedures Preferred Skills (Nice to Have) Previous customer service, call center, or front desk experience Familiarity with social services or community resources

Empathy and patience when working with vulnerable populations Time Commitment Flexible shifts available (example options below—edit as needed): 3–4 hour shifts, weekdays

Training & Support Provided (First time is in-person training)

Orientation to pantry and case management services

Call handling procedures and confidentiality training will be required.

Phone scripts and quick-reference guides

Ongoing support from staff supervisor

Overview

“Emergency Food Pantry Support” is a compassionate, hands-on volunteer opportunity designed to provide food security and hope for families in need. Volunteers will help assemble food bags, register clients, monitor the door, and carry groceries/donations into the Center. Every act of service directly impacts neighbors experiencing crisis, reminding them they are not alone.

This opportunity is available on Tuesdays & Fridays only, from 9:00 AM – 12:00 PM.

Primary Responsibilities

Food Support

Assemble food bags for distribution.

Carry groceries and donations into the Center.

Client Services

Provide information and register clients with care and accuracy.

Monitor the door to assist with client flow and maintain a welcoming, orderly environment.

Hospitality & Care

Greet clients with warmth and kindness.

Serve people of diverse socioeconomic backgrounds with dignity and respect.

Volunteer Roles & Suggested Breakdown (5 People)

2 Pantry Assemblers: Organize and prepare food bags.

1 Client Support Volunteer: Register clients and provide information.

1 Greeter/Monitor: Welcome clients and manage flow at the door.

1 Runner: Carry groceries/donations into the Center and assist clients.

Schedule Flow (approximate)

9:00 – 9:10 AM – Arrival, sign-in, orientation & role assignments

9:10 – 11:30 AM – Food bag assembly, client registration & service

11:30 – 12:00 PM – Cleanup, final walkthrough, and debrief

Attire & Requirements

Closed-toe shoes (non-slip highly recommended)

Modest, comfortable clothing suitable for lifting and carrying

Positive, respectful, and compassionate attitude

Ability to work in a team and follow directions

Friendly personality and willingness to serve diverse backgrounds

Your Impact

By participating, you help ensure families in Osceola County receive the nourishment they need during difficult times. Every bag packed and every smile shared provides not just food, but also dignity, encouragement, and hope.