Conflict Navigator (Cantonese)

Role: Conflict Navigator (Cantonese)

Key Responsibilities

• Communicate professionally and compassionately with individuals seeking help and those involved in disputes.
• Assist with initial case development to understand disputant situations.
• Provide social service-style support.
• Make appropriate agency referrals based on presented needs.
• Perform aftercare follow-up in resolved cases to support and stabilize mediated agreements.
• Assist with scheduling participants.
• Assist with acquiring appropriate language interpretation if needed.
• Handle incoming inquiries to the CIS Helpline and email.
• Perform record keeping and create case synopsis or narratives.
• Conduct initial case development in response to dispute resolution inquiries.
• Outreach to other parties involved in disputes, including housing case managers, property managers, and social workers, when appropriate.
• Clarify issues, concerns, needs, and interests of all parties.
• Complete City and County income verification forms for qualifying residents and tenants.
• Confer with CIS mediator staff on case development inquiries.
• Prepare written summaries of dispute resolution inquiries.
• Provide referrals to legal assistance and social service supports.
• Attend mediations to support participants and the mediator.
• Perform aftercare check-ins with participants post-mediation.
• Assist with scheduling meetings and facilitation/mediation.
• Assist with in-person visits to promote CIS and make appearances at public events.
• Support outreach for the CIS program.

Requirements & Tech Stack

• Cantonese bilingual proficiency.
• MS Office proficiency (Word, Excel, Outlook, PowerPoint).
• Familiarity with project management software (a plus).
• Familiarity with Google forms, docs, surveys, etc. (a plus).

Qualifications

• Completion of a college degree.
• At least 20 hours of mediation training and/or equivalent experience.
• Experience working with both landlords and tenants.
• Familiarity with housing conflicts and rules, especially in the affordable housing arena.
• Familiarity with mental and behavioral health conditions.
• Familiarity with social service work and/or landlord-tenant counseling in housing.
• Experience working with diverse populations.
• Familiarity with landlord-tenant transactions, such as housing conditions and lease compliance (a plus).

Skills

• Creative thinking capabilities.
• Keen judgment, reasoning, and analytical abilities.
• Ability to adhere to confidentiality.
• Ability to be professional, mature, flexible, and demonstrate a good sense of humor.
• Ability to work independently and resourceful with high ethical standards.
• Ability to maintain positive relations with people and institutions.
• Ability to concisely communicate, write, and speak effectively and cogently.
• Ability to communicate in person, on the telephone, and in writing in a clear and courteous manner.
• Excellent interpersonal skills (professional and diplomatic interactions).
• Excellent customer and client service/relationship management skills (be pleasant, tactful, and diplomatic).
• Ability to exercise good judgment.
• Ability to write distilled narrative summaries.
• Ability to think critically and creatively.
• Ability to exercise good judgment in implementing and applying CIS protocols.
• Ability to multi-task and independently prioritize with high attention to detail.
• Ability to simultaneously manage multiple components.
• Ability to rapidly adapt to changing priorities.
• Excellent organization of detail and timelines.
• Ability to maintain clearly organized intake and referral case tracking records and communications.
• Ability to organize and prioritize essential information and data points for reporting.
• Ability to synthesize case information and capture reporting goals.
• Ability to maintain accurate records.
• Ability to work via phone, online, and in-person with clients, BASF staff, volunteers, and partners in a professional, amicable, and team-oriented manner.