Habitat for Humanity International (HFHI) is in search of an experienced Senior Affiliate Support Specialist to join our team. In this role you will acts as team coach for ASC Representatives and Specialists in addition to performing the duties of an Affiliate Support Specialist, which are detailed below. He/she will assist in the training of new Specialists and act as mentor and subject matter expert for existing Representatives and Specialists. This position will also act as the support for the Associate Director when needed and will work to drive continuous improvement. He/she will also perform incremental duties as assigned by the Associate Director such as analyzing and responding to escalated cases, compiling data and information for various HFHI teams regarding affiliate feedback/situations and representing the ASC on project teams and/or in team meetings. This position will be based at HFHI's Operational Headquarters in Americus, Georgia. This position is eligible for HFHI’s full relocation package.
As a Sr. Affiliate Support Specialist, he/she will act 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, State Support Organizations, Campus Chapters, and ReStores. Affiliate Support Specialists also introduce affiliates to Neighborhood Revitalization, assuring their understanding and readiness for the program. The Support Specialist team also assists struggling affiliates through the Affiliate Revitalization Initiative by offering long term, in-depth communication and guidance.
- Act as support for the Associate Director
- Drive continuous improvement
- Analyze and respond to escalated cases
- Compile data and information for HFHI teams to drive affiliate satisfaction
- Represent the ASC on project teams and/or in team meetings
- Respond to incoming calls, emails and referrals regarding interpretation, implementation and use of HFHI policy, protocol and programs
- 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
- Provide medium to long-term engagement coaching in applying best practices for building capacity
- Facilitate improved infrastructure and sustainability through the Adopt an Executive Director program
- Provide a channel for complaints from or about Habitat entities or internal departments
- Provide guidance to affiliates in complaint resolution
- Represent the Affiliate Support Center at conferences, summits and learning events
- Provide “voice of the affiliate” as needed internally using support experiences
- Other related duties as assigned by supervisor
- Years of Related Experience: Must have at least 3-5 years’ experience as an HFHI Affiliate Support Specialist
- Active support of HFHI Values: Team Collaborator – Good Steward – LEAN/Continuous Improvement – Graceful Candor – Heart for the Mission – Personal Integrity