Community Programs Specialist Job Description

Reports to: Customer Service Supervisor

FLSA: Full-time hourly (nonexempt) position

Summary:

The Community Programs Specialist serves as a key member of the Community Programs and Customer

Service teams, providing exceptional customer service while supporting the planning, coordination,

administration, and delivery of programs and services for adults age 55 and better.

This position functions as a cross-departmental resource, assisting with member registration, participant

engagement, program logistics, facility operations, tours, events, communications, and administrative

support. The Specialist helps ensure a welcoming, inclusive, and positive experience for members, guests,

volunteers, and community partners while advancing SourcePoint's mission of helping older adults live

well after 55.

The ideal candidate is highly organized, customer-focused, technologically proficient, adaptable, and

enjoys working with older adults in a fast-paced community center environment.

Essential Job Functions:

Customer Service & Member Experience

? Serve as a primary point of contact for members, guests, participants, and visitors.

? Greet visitors professionally and create a welcoming first impression of the organization.

? Assist participants with registrations, memberships, program enrollments, resource navigation,

and payments.

? Process transactions accurately using ACTIVE Net and other agency software systems.

? Answer phones, emails, and in-person inquiries regarding programs, services, events, and agency

resources.

? Assist participants with navigation of online registration and account management tools.

? Conduct facility tours for prospective members and community partners.

? Maintain a thorough knowledge of SourcePoint programs, services, eligibility requirements, and

community resources.

? Resolve routine customer concerns and escalate complex issues as appropriate.

Community Programs Administration

? Provide administrative support for Community Programs including Arts & Education, Community

Engagement, Social Programs, and special events.

? Assist with program registration, attendance tracking, waitlist management, and participant communication

? Maintain accurate program records and participant data.

? Generate reports and retrieve data using ACTIVE Net and other software systems.

? Assist with scheduling, room reservations, program logistics, and supply management.

? Support quarterly program guide preparation and program marketing efforts.

? Assist with instructor, presenter, and volunteer communications.

? Support program evaluation efforts through attendance tracking, surveys, and participant 

feedback collection.

Program & Event Support

? Provide on-site support for programs, workshops, social activities, and special events.

? Assist with room setup, participant check-in, audiovisual equipment, and event logistics.

? Monitor program spaces to ensure participant needs are addressed promptly.

? Provide support to instructors, presenters, volunteers, and vendors.

? Assist with evening and occasional weekend programs and events.

? Facilitate activities or social programs as assigned.

? Support agency-wide events, community outreach activities, and membership engagement

initiatives.

Facility Operations & Organizational Support

? Serve as a resource for customer service, tour concierge, and other member-facing functions.

? Assist with agency supply inventory and ordering.

? Monitor lost-and-found procedures and facility readiness.

? Assist with facility opening, closing, and person in charge responsibilities as assigned.

? Support cross-departmental projects and operational initiatives.

? Participate in staff meetings, trainings, and continuous improvement activities.

? Perform other duties as assigned to support organizational operations and mission fulfillment.

Required Skills and Abilities:

? Exceptional customer service and interpersonal skills.

? Ability to communicate effectively with older adults, caregivers, staff, volunteers, and

community partners.

? Strong verbal and written communication skills.

? Excellent organizational skills with strong attention to detail.

? Ability to manage multiple priorities and meet deadlines.

? Ability to remain calm and professional in challenging situations.

? Strong problem-solving and critical-thinking skills.

? Proficiency with Microsoft Office 365 including Outlook, Word, Excel, Teams, and SharePoint.

? Ability to learn and effectively utilize ACTIVE Net and other agency software.

? Commitment to creating a welcoming, inclusive, and age-friendly environment.

? Ability to work independently and collaboratively as part of a team.

Qualifications:

? High school diploma or equivalent.

? Minimum two years of experience in customer service, community programs, recreation,

hospitality, administrative support, or a related field.

Essential Physical Requirements/Working Conditions:

? Prolonged periods of sitting at a desk and working on a computer or telephone use.

? Frequent interaction with the public in a busy community center environment.

? Ability to move throughout the facility and program areas.

? Ability to lift and carry up to 25 pounds.

? Ability to set up and break down program and event materials.

? Flexible schedule including evenings and Saturdays.

? May occasionally travel locally for meetings, events, or errands.

Other:

In any organization, particularly a small organization, it is necessary to assume new responsibilities

necessary to ensure a smooth continuity of operations with the organization. It is expected that other

organizational needs will emerge, which will be assigned to the Customer & Community Programs

Assistant.