Temporary Village Program Support Specialist

The City is seeking a temporary contract Village Program Support Specialist to assist with the day-to-day operations of Fairfax Village in the City, a program that connects volunteers with older adults (members) who need help to age- in- place. Volunteer assistance may include transportation, light home maintenance, technology support, and social support through phone calls or visits.

This position is the first point of contact for members seeking help. The individual will receive and respond to member requests, match volunteers to those requests using the Assisted Rides scheduling platform, record activities, and follow up on questions and concerns. The role works under the direction of the Human Services Director and may also support member-focused events and activities directed by the program's advisory board.

Perform customer-service oriented work in support of the daily operations of Fairfax Village in the City. 

Answer incoming member calls requesting assistance, listening with patience and respect and gathering the details needed to fulfill each request.

Enter member requests into the Assisted Rides scheduling platform and connect them with appropriate volunteers based on the type of service, timing, and volunteer availability.

Communicate with volunteers and members to confirm, coordinate, and, when needed, reschedule services.

Update the Assisted Rides platform as necessary after requests are completed, ensuring that records are accurate, complete, and timely.

Respond to questions, concerns, and feedback from members, volunteers, and family members, and escalate issues that require staff or Director attention.

Monitor the Village Coordinator voicemail and return calls promptly as appropriate.

Maintain confidentiality of members and volunteer information in accordance with City policy.

Help identify service gaps, recurring needs, or volunteer capacity issues and share observations with the Human Services Director.

Perform related administrative tasks as assigned.

Provide administrative support for planning, promotion, event registration, and day-of logistics for member-focused events as directed by the Human Services Director.

Provide administrative support for advisory board activities, including preparing materials, taking meeting notes, coordinating follow-up or providing administrative support the day of an event. 

The duties listed above are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

High school diploma or equivalent; some college coursework preferred.

Experience in customer service, office or program support, social services, or a similar setting.

Strong verbal communication skills, including a courteous and compassionate phone manner when working with older adults.

Strong organizational skills, with the ability to manage multiple requests and deadlines.

Proficiency with computers, databases or web-based platforms, email, and standard office software; ability to learn new systems quickly.

Ability to handle sensitive information with discretion.

Necessary Knowledge, Skills, and Abilities:

Empathy, patience, and respect for the needs and independence of older adults.

Problem-solving skills and sound judgment, including knowing when to seek guidance.

Ability to work independently while following direction from the Human Services Director.

Clear written communication and accurate data entry.

Reliability, flexibility, and a team-oriented approach.

Additional Desirable Qualification:

Experience working with older adults, volunteers, or community-based or nonprofit programs.

Familiarity with aging-in-place services, volunteer coordination, or scheduling and dispatch platforms.

Experience supporting events or advisory boards.

Occasional attendance at events, which may include evening or weekend hours as needed.

10 to 15 hours per week.

This is a temporary position and does not include [benefits / eligibility for permanent City employment]. The city is an equal opportunity employer. Background checks may be required for positions involving work with vulnerable populations.

Submit a resume and brief cover letter to [contact name, email, or application link] by [deadline].