Community Support Lead

Job Title: Community Support Lead

Department/Group: Hospitality Hub

Reports to: Project Manager

Classification: Part-time (hourly) non-exempt 

Role and Responsibilities  

The Community Support Lead will provide day-to-day leadership, coaching, and operational oversight for Community Support Specialist while continuing to support callers seeking community resource assistance as needed. This role ensures quality service delivery, supports staff development, and monitors resource coordination.

Key Responsibilities:  

• Follow established procedures for confidentiality, privacy, and data security.

•  Answer inbound calls from clients, community members, and partner organizations seeking community assistance while conducting intake questions and documenting relevant client information.

• Build positive relationships with clients through professional and empathetic communication.

• Provide day-to-day leadership, guidance, and support to direct reports.

• Assist with onboarding, training, and development.

• Monitor service quality and documentation accuracy.

• Serve as an escalation point for complex client situations.

• Identify areas for process improvement and operational efficiency.

• Assist in developing training materials and best practices.

• Track program performance metrics and reporting requirements.

• Additional responsibilities are defined between Project Manager and lead depending on company needs and lead’s availability.

Key Accountabilities  

• Maintain subject matter expertise in community resources coordination by regularly answering calls.

• Ensure the delivery of high-quality, client-centered services.

• Maintain compliance with HIPAA, privacy standards, and organizational policies.

• Achieve established quality, productivity, and documentation goals.

• Ensure staff are properly trained and supported in service delivery and crisis response.

• Promote a culture of accountability, professionalism, equity, and compassion.

Competencies 

• Exceptional verbal and written communication skills.

• Conflict resolution and problem-solving.

• Ability to adapt in difficult situations.

• HIPAA, De-escalation and other training may be provided as needed.

Qualifications and Education Requirements  

• Current or recent student at the University of Memphis or surrounding University.

• Demonstrated leadership potential and strong interpersonal skills.

• Degree in Social Work, Urban Affairs, Sociology, Psychology, Counseling, Public Health, or a related field preferred.

• Experience in community outreach and social services.

• Experience in call center operations and client support roles.