The Multilingual Helpline Specialist provides culturally responsive phone and virtual support to older adults and their families seeking guidance on benefits, community resources, and essential services.

Through NAPCA’s Multilingual Helpline, this role helps ensure AANHPI older adults can access critical information in their own language, empowering them to navigate complex systems with confidence and dignity.

This position is ideal for individuals who are passionate about community service, language access, and helping older adults navigate essential programs and services with confidence. Students, recent graduates, and early career professionals interested in the health and aging field, social services, and AANHPI space are also encouraged to apply!

Key Responsibilities

• Respond to inbound helpline calls from older adults, caregivers, and community partners seeking information and support

• Provide clear and accurate guidance on public benefits such as Medicare, Medicaid, Social Security, and other assistance programs, and connect callers with appropriate local resources

• Research and stay informed on public benefit programs, eligibility requirements, and community resources to provide accurate and up-to-date information

• Maintain accurate and confidential caller records in the CRM system to ensure high-quality service and follow-up

• Collaborate with program teams to share insights, community trends, and caller feedback

• Translate, prepare, and quality-review educational materials, outreach flyers, and forms between English and Mandarin/Cantonese to ensure cultural accuracy, clarity, and appropriate tone

• Maintain translation glossaries and terminology consistency

• Provide verbal interpretation support during client calls, community workshops, and internal meetings as needed

• Assist with outreach efforts to increase awareness of the Multilingual Helpline within AANHPI communities and provide administrative support to ensure smooth program operations

• Perform other duties as assigned.

Qualifications

• Fluency in English and Mandarin and/or Cantonese(reading, writing, and speaking (REQUIRED)

• Strong verbal communication skills and the ability to engage callers with empathy, patience, and professionalism

• Highly organized with strong attention to detail

• Knowledge of public benefits programs (e.g., Medicare, Medicaid, Social Security, SNAP) or benefits navigation is a strong plus. Candidates with a demonstrated interest and ability to research, learn, and grow with the team are also encouraged to apply.

• Proficiency with Microsoft Office (Outlook, Word, Excel, PowerPoint)

• Experience translating community-facing materials or providing interpretation services

Competitive Benefits Package available to Full-time Employees:

• Comprehensive benefits package including health, dental, and vision insurance

• 401(k) retirement plan with employer match

• Paid Time Off

• 14 paid holidays annually

Competitive Benefits Package available to Part-time Employees:

• 401(k) retirement plan with employer match

• Paid Time Off (prorated)

• 14 paid holidays annually (prorated)

How to Apply

If you’re passionate about helping older adults live with purpose, independence, and dignity, we’d love to hear from you.

Please submit your resume to jobs@napca.org.

Cover letter optional but encouraged.

Pay: $50,000.00 - $58,000.00 per year

Benefits:

• 401(k)

• 401(k) matching

• Dental insurance

• Health insurance

• Paid time off

• Vision insurance

Work Location: In person