Volunteer Opportunity: Bilingual (English/Spanish) Office Phone Support Volunteer

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