Client Engagement Coordinator - SAFER FOUNDATION

General Summary:

The Client Engagement Coordinator is a member of the Working 4 Peace team and is responsible for managing the day-to-day operations of the Client Engagement Specialist for all Safer Counseling and Wellness Center, to include 808 S. Kedzie Ave., 5517 S. Michigan Ave., 6352 W. Grand Ave.. This coordinator’s main office will be at 808 S. Kedzie but will need to be flexible to operate at the other offices when needed. The coordinator is responsible for ensuring that all front desk locations are fully covered, daily. The coordinator uses discretion and proper judgement when responding to staff and Safer clients. The coordinator works in collaboration with the SCWC managers, and reentry navigators. The coordinator will report to the Sr. Director of Operations.

Performance Results Description

The Position is properly performed when all essential duties and responsibilities are executed by following the Safer Values.

Exceeding Expectations, Communication and Collaboration, Integrity, and Evidence Based Innovation.

Essential Duties and Responsibilities

Stakeholder Interface

• Effectively ensures that front desk functions are properly executed.
• Ensures that the client engagement specialist is aware of what their responsibilities are and is effectively completing assigned task.
• Ensures that the client engagement specialist is aware of the process of monitoring all visitors entrance and exit into the buildings.
• Conducts weekly staffings to ensure the client engagement specialist role and responsibilities are properly completed.
• Communicates expectations of staff and follow-up with staff when necessary.
• Provides ongoing opportunities for professional development for client engagement specialist.
• Properly trains client engagement specialist on the process for entering potential clients into Salesforce as leads.
• Properly trains client engagement specialist on proper phone etiquette.
• Ensures client engagement specialist receives training for de-scalation techniques when working with potential and current clients.

Stakeholder Outreach and Recruitment

• Using Salesforce, train client engagement specialist on registering clients into the online database system and scheduling intake appointments with the appropriate program staff. Assign appointments and client flow in accordance with department protocols to maximize customer convenience and staff productivity.
• Coordinates and maintains professional working relationships with parole, community-based organizations, court representatives, law enforcement and other units of government in relation to the services provided by Safer, as well as all internal and external partners.

Tracking, Document and Reporting

• Completes incident reports as needed and ensure reports are correctly processed and adhered to in a timely manner.

Supervision of People

• Assists client engagement specialist with resolving complaints in a timely and effective manner.
• Develop client engagement schedule to ensure coverage for front desk at all three locations during the hours of 8:30 AM-4:30 PM.
• Documents all supervision with client engagement staff.
• Trains and supervises staff on proper documentation, procedure, and protocol, troubleshooting issues and coaching on performance. Elevates issues requiring structural changes or input up to the supervisor, as necessary.
• Completes mid-year and annual performance reviews, corrective action plans, when necessary.
• Review and approve timecards and request for time off and expense reports in a timely manner, ensuring coverage at all three locations before approval.

Required Knowledge, Skills, and Abilities:

• Passion for social justice.
• Knowledge of the reentry process and cross-sectoral barriers faced by individuals upon release.
• Excellent communications (oral and written), computational and people skills.
• Computer literacy; able to use MS Office Suite (Word, Excel, Outlook) applications.
• Self-reliant, resourceful, and outcome-driven with the capability to function in a fast-paced, start-up work environment.

Education and Experience:

• Associate's Degree required
• Bachelor's Degree preferred
• At minimal, 2 years' experience performing administrative duties.
• Lived experience welcome

Licenses and or Certifications: No required

Safer Foundation is a drug-free workplace.

Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans

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No Phone Calls Please