SCM Shopper Engagement & Resource Advocate at None

POSITION SUMMARY:

The SODO Community Market Shopper Engagement and Resource Advocate (SCMSERA) engages with Northwest Harvest’s (NWH) goal of cutting hunger rates in half by 2028 by ensuring safe, welcoming, dignified, and equitable access to food at NWH Community Markets.  This role will engage with shoppers in local communities, and serve as the first point of contact at the SODO Community Market, by offering information and ensuring a safe and pleasant experience for our shoppers. Additionally, it will support staff and volunteers on both market and non-market days. This role will also focus on inclusive collaboration and teamwork by listening to and incorporating team input, feedback, and participating in cross functional teams; to ensure strategic alignment of all our programs and initiatives; and put into practice our Six Agreements and our PACI values.  

Under the guidance of the SODO Community Market Manager (SCMM), and as a member of the Community Market Network & Innovative Programs Team, the SCMSERA will support human-centered programs and initiatives that are aligned with our strategies.  The SCMSERA will contribute to healthy, engaged, productive, and influential teams committed to collaboration and innovation across programs. The SCMSERA will contribute by building shopper trust, engaging in challenging conversations & constructive conflict, demonstrating commitment to team decisions, holding oneself and others accountable, and focusing on shopper experiences and results. 

Schedule: This full-time position does require working into the early evenings on Mondays and may occasionally involve additional  off-shift hours for special events.   

Travel: Be responsive and adaptive to opportunities throughout Washington (WA). This can include but is not limited to local travel and occasional travel to Eastern and Western WA.

RESPONSIBILITIES:  

Program and Shopper Services

• Supports and builds relationships with shoppers, volunteers, and staff to foster a welcoming, connected, and community-oriented site 
• Active engagement in development and implementation of ongoing community feedback & shopper survey work
• Effectively work through communication barriers to engage with shoppers by: providing information, addressing questions, addressing shopper concerns, and maintaining policies regarding acceptable behavior at the site 
• Prevents escalation & conflict by actively and consistently engaging with the public to build relationships, promoting respect and dignity for all, by maintaining clear and accurate understanding of what’s happening around you.
• Works with shoppers to problem-solve regarding needs and provide alternative resource information when needed by maintaining a portfolio of resources (ex. SNAP, Housing, etc.)
•  Works through conflict using de-escalation and trauma-informed-care techniques 
• Responds to radio calls for support, responds to emergent situations, utilizes first-aid training and follows protocols for calling 9-1-1 as needed 
• Cross-trains and provides as-needed support across Market roles to ensure efficacy and continuity of program operations including but not limited to front-of-house and back-of-house roles

Operational Site Safety

• Conduct daily periodic site walks of all areas and access points to address unauthorized visitors, take action to prevent or address safety issues, and provide feedback to the SCMM, Market team, and Facilities & Safety Manager as needed 
• Coordinate with the SCMM and Facilities & Safety Manager on record-keeping and site safety 
• Communicate, implement, and follow guidelines and action items from safety committee at Market site 
• Support SCMM to plan and respond to safety issues related to inclement weather
• Research and communicate current and upcoming safe food practices in Washington State including local county requirements 

Administrative

• Represent SODO Community Market (SCM) on the safety committee and related safety tasks by attending all safety committee meetings, and submitting monthly market safety walk-through reports to the committee.
• Actively advocate for shoppers needs & perspectives when adapting policies and guidelines for site and program operations in collaboration with market managers, Senior Manager of Community Markets, & the Director of Innovative Programs, and market teams.
• Assist the SCMM with scheduling trainings for SCM team and tracking of safety certification renewal needs 
• Coordinate and implement monthly, and as-needed, safety refresher activities for site staff and volunteers in collaboration with SCM and FCM Managers and teams 
• Assists SCMM with coordinating debriefs & documentation for all site incidents, accidents, and safety reporting
• Participate in team meetings and cross-functional teams including but not limited to: SCM Staff, Innovative Programs, Volunteer collaborations and NWH Safety Committee

Performs other duties as assigned by the SODO Community Market Manager.

Physical Demands 

While performing the duties of this job, the employee is regularly required to lift and/or move up to 5 pounds. The employee is occasionally required to lift and/or move up to lift 50 pounds consistently with an assisted lift or in a team lift environment and repeatedly, with or without reasonable accommodation when needed.   The employee is regularly required to stand for long periods of time; walk; use hands to finger, handle, or feel; balance; bend and reach with hands and arms; use feet to operate foot pedal operation; and talk or hear. Occasionally required to climb ladders, sit, stoop, kneel, squat, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. The employee is regularly required to work in an outdoor environment in both the heat of summer and the cold of winter.

EQUITY AND INCLUSION 

Demonstrate the initiative to learn and enhance skills that promote anti-racism, cultural competency and an understanding of oppression and its impact.  

Participate in intentional learning efforts, including events relating to understanding and dismantling institutional racism and building cultural competency  

RELATIONSHIPS: 

Internal: This position encourages relationship building and frequent contact with staff of the SODO Community Market, Northwest Harvest Distribution Center in Auburn, Innovative Programs Team, and All Staff.  Communicate daily to ask questions, receive, and provide information.

External: This position will uphold Northwest Harvest’s commitment to ending hunger by acting as an Ambassador to the NWH brand by communicating effectively and frequently with Market shoppers, volunteers, vendors, donors, visitors, community members, and other NWH stakeholders. 

MINIMUM QUALIFICATIONS: 

A combination of the real-life experience, education, and training listed below which provides an equivalent background to perform the work of this position. 

Successful completion of a background check is required.

Knowledge of: 

• General knowledge of non-profit organizations and issues related to food, hunger, housing, poverty issues and hunger relief systems. This includes but is not limited to cultural and institutional racism and their impact on society 
• General knowledge and insight into the root causes of hunger 
• General knowledge of and appreciation for the experiences of people living in poverty and with food insecurity with special attention to unhoused populations and overcoming language barriers
• General knowledge of translation & interpretation resources and approaches to communication
• Intermediate to advanced knowledge of relationship building, community building, and local resource referrals
• Intermediate to advanced knowledge of direct-service safety practices in the following areas: trauma-informed care, de-escalation tactics, mental health first-aid, first aid & CPR
• Intermediate to advanced knowledge with Microsoft Office applications; particularly Word, Excel, PPT and Outlook, Teams, and Zoom and ability to work efficiently and effectively with other organizational platforms such as ADP, SharePoint, Microsoft Dynamics NAV systems

Ability To: 

• Understand individuals who have experienced poverty or food insecurity
• Demonstrate interest and commitment to supporting equity and inclusion for members of historically marginalized groups including racial and ethnic minorities, LGBTQIA+ populations and people living with disabilities
• Commit to Northwest Harvest’s PACI Values: Purpose-Driven, Anti-Racist, Connected, Interwoven 
• Commit to Northwest Harvest’s Six Agreements: speak truths responsibly, listen to understand, stay engaged, experience discomfort and do things differently, expect and accept non-closure, and honor confidentiality 
• Provide composed and compassionate, trauma-informed customer service in demanding or potentially difficult situations
• Respond to and engage in escalated situations with an aim to de-escalate, respect dignity, meet needs, and maintain public safety

• Establish and maintain effective working relationships with staff and leadership to assure a high degree of mutual accountability
• Analyze issues, synthesize information, make decisions and learn from mistakes
• Communicate effectively, orally and in writing, including the ability to listen effectively and to explain complex issues and applicable legal requirements, policies, and procedures to staff and leaders
• Be nimble and curious by asking questions to understand the merits of different approaches and shift strategies in response to demands of a situation

• Possess integrity, maturity, and ethical awareness; ability to handle sensitive information and maintain strict confidentiality
• Have flair for cultivating and stewarding professional relationships with a diverse constituency
• Have and exercise a sense of humor

EDUCATION AND TRAINING: 

High School Diploma, GED Certification and/or equal combination of education and relevant work experience with a personal orientation as a life-long learner.

EXPERIENCE:  

Minimum of (2) + years’ experience in community outreach, social services, human services, social work, community building, customer service with (1) year experience in similar direct-service work in a non-profit setting.

DESIRED QUALIFICATIONS: 

• Current or previous training in the following areas: trauma-informed care, de-escalation tactics, mental health first-aid, first aid & CPR, food worker card 
• Non- Profit experience is desired but not required.  
• The ability to speak additional language(s) is desired but not required.

DISCLAIMER: 

The information presented indicates the general nature and level of work expected of employees in this classification.  It is not designed to contain, or to be interpreted as, a comprehensive inventory of all duties, responsibilities, qualifications, and objectives required of employees assigned to this job. As an adaptive organization, responsibilities can and will change in alignment with greater efficiencies and mission metrics. 

BENEFITS AND OTHER COMPENSATION:
 Northwest Harvest offers a competitive salary and comprehensive benefits package this includes but is not limited to; medical/dental/ vision/ insurance, long term disability insurance, Life/AD&D insurance, Employee Assistance Program (EAP), 401(k) retirement plan, Vacation and Sick leave, 8 paid holidays; New Year’s Day, Martin Luther King Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, after Thanksgiving, and Christmas Day, Floating holidays for you to use should you observe a holiday not outlined in Northwest Harvests current observed holidays or at your discretion, and birthday holiday.  Employees are eligible to participate in payroll deducted supplemental benefits i.e., Flexible Spending account-HRA and DCE, various AFLAC and New York Life plans.