Affiliate Support Center Specialist
The Affiliate Support Specialist acts as a key resource, providing extended knowledge, interpretation, guidance and application of organizational policies and best practices for Habitat for Humanity affiliates in the US and Canada, Affiliate Support Organizations, Campus Chapters and ReStores. Affiliate Support Specialists also introduce affiliates to emerging programs, resource development opportunities and ways to maximize use of HFHI’s intranet site (MyHabitat).
This position will be based at the Operational headquarters in Americus, GA with a hybrid work schedule requiring less than 5% travel, and will be for a term of 2 years.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol and programs. (40%)
- Analyze and respond to escalated cases. (20%)
- Provide a channel for complaints from or about the HFH network or internal departments. (10%)
- Provide medium to long-term engagement coaching for affiliates in application of best practices for specific areas of infrastructure such as family services, board training or volunteer coordination. (10%)
- Provide guidance to affiliates in complaint resolution. (10%)
- Other related duties as assigned by supervisor. (5%)
- Represent the Affiliate Support Center at conferences, summits and learning events. (5%)
- Bachelor’s degree or related work experience
- 3 years related experience
- Strong customer service skills
- Proven critical thinking skills
- Results-oriented
- Detail-oriented
- Analytical problem solver
- Ability to multi-task and stay focused
- Effective interpersonal, verbal and written communication skills
- Proficient in use of MS Office suite of programs (PowerPoint, Word, Excel)
- Active support of HFHI Values:
- Humility – We are part of something bigger than ourselves
- Courage – We do what’s right, even when it is difficult or unpopular
- Accountability – We take personal responsibility for Habitat’s mission
- Safeguarding: HFHI requires that all employees take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities, and all those with whom we work. Managers at all levels have responsibilities to support and develop systems that create and maintain an environment that prevents harassment, sexual exploitation and abuse, safeguards the rights of beneficiaries and community members (especially children), and promotes the implementation of Habitat for Humanity’s code of conduct.
- 3-5 years Habitat experience
The actual salary offered for this role will be based on a variety of factors, including location, internal equity and the candidate’s qualifications and professional experience. HFHI offers a competitive, comprehensive benefits package that varies by country and typically includes vacation leave, sick leave, personal days, health insurance options, retirement plan contributions and life insurance.
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About Habitat for Humanity
Habitat for Humanity, founded in 1976, is a global, Christian-based nonprofit organization that grew out of an intentionally multi-racial community in rural Georgia. Seeking to put God’s love into action, Habitat brings together people of all faiths and people of no faith to build homes, communities and hope. Working alongside each other, we help families and individuals build and improve places to call home and achieve the strength, stability and self-reliance they need to build better lives for themselves. Habitat seeks individuals who have a willingness to affirm these principles and values.
At Habitat for Humanity International, we embrace a history rooted in creating equity and take our mission seriously by courageously committing to a culture and workplace where all staff feel safe, welcome, visible, respected, supported and valued. As an equal opportunity employer, we realize that our success depends upon building an inclusive workforce of diverse perspectives and encourage people of varied races (which is inclusive of traits historically associated with race, including, but not limited to, protective hairstyles and hair texture), ethnicities, national origins, tribes, religions, ages, gender identities and expressions, genders, sexual orientations, marital statuses, disabilities, veteran/reserve national guard statuses, socio-economic statuses, thinking and communication styles to work with us.
We also require that all staff take seriously their ethical responsibilities to safeguarding our intended beneficiaries, their communities (especially children), and all those with whom we work. In line with the prevention of sexual exploitation and abuse, all staff must pass a thorough background screening and will be held accountable to upholding our policies around ethical behavior, including safeguarding and whistleblowing.