Client Relations Specialist - FamilyWorks - YWCA Metropolitan Chicago

POSITION TITLE: Client Relations Specialist STATUS: Exempt, FT GRADE: 1

DEPT: Strategic Initiatives PROGRAM: FamilyWorks SALARY: $43,888/yr

REPORTS TO: FamilyWorks Site Manager

SUPERVISES: Volunteers

SUMMARY: As key member of multi-disciplined FamilyWorks team, The Client Relations Specialist is responsible for educating visitors about FamilyWorks and agency services, supporting client's enrollment and access to services, performing a range of administrative and clerical tasks and creating and managing an engaging environment that keeps families engaged and wanting to be involved, ensuring all interactions lead to valued experiences and family outcomes. The ability to maintain a high level of professionalism and confidentiality while interacting with internal and external stakeholders while remaining adaptable, proactive, resourceful, and efficient is crucial to this role.

COLLABORATES WITH: Collaborations and work relationships exist with: Clients and other visitors, YWCA leadership and staff; CHA FamilyWorks staff; Volunteers/Interns; CHA Leasing Office staff and other partners.

ESSENTIAL RESPONSIBILITIES & DUTIES:

Program Operations (85%): Establish and maintain friendly, compassionate, professional working relationships with individuals receiving services, family members and support team in a manner that reflects the agency’s values, core principles and culture; Greet all visitors, determine nature of business and monitor visitor access. Assist with program enrollments, client assessments and trainings. Triage incoming calls and walk-in visitors to insure they are linked with appropriate internal and external services. Conduct client screening to evaluate need for immediate intervention and to facilitate referral and linkage to appropriate community services; Assist with orientations and enrollment of eligible residents; Provide crisis intervention and support to individuals and families experiencing crisis that impairs their capacity to function and make informed decisions.

Provides administrative support to assigned team members, which include scheduling, meeting coordination, material preparation, data entry, and other general administrative

Tasks; Schedules a wide variety of activities (e.g. appointments, meetings, facility usage, etc.) for internal teams as well as external stakeholders and groups; Identifies scheduling conflicts and provides regular scheduling updates to the team during team meetings; Coordinates meeting and event registration and logistics, which includes securing space, arranging for food refreshments, preparing materials, and confirming participant reservations and attendance; Prepares a variety of documents (e.g. correspondence, agendas, minutes, event programs, etc.) to communicate information and/or create documentation in paper and/or electronic format; Maintains up-to-date records, which includes files, contacts lists, and database entries.

Data Management & Reporting (5%): Prepares monthly reports for supervisor on services provided as required; Responsible for entering program information into the program database according to schedule; Assist in the maintenance of confidential client files; Participates in gathering community data to assess program effectiveness, increased or additional service needs, community resources, etc.

Professional Development (5%): Complete six hours per year of continuing education in providing family-centered and trauma-informed services. Complete other continuing education and training as set by YWCA or other agencies/funders.

Growth and Innovation (5%): The Client Relations Specialist actively contributes to the continuous improvement of FamilyWorks services, systems and resources with a particular focus on family-centered practice; Understands and interprets YWCA business strategy, service model and organizational priorities and design to implement innovative solutions that align with clients and other end users expectations and experiences.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES: Participate in administrative and program meetings, as appropriate. May be required to attend events or meetings outside of normal work hours.

OTHER DUTIES AS ASSIGNED: Other duties outside of the responsibilities of the position may be assigned, whether for a project, special needs task or other assignment. Support community fairs, events and gatherings. May work with volunteers.

QUALIFICATIONS: A high school diploma or GED, with training or education in administrative functions required; an Associate’s Degree or higher and previous experience working in a fast-paced environment preferred; One (1) year of experience in administrative support, within a service-oriented environment are required; The position requires a proactive self-starter and skills that include: a demonstrated ability to work independently; to handle multiple assignments and tasks; and to independently apply and carry out policies and procedures within the assigned area of responsibility. Excellent telephone etiquette and ability to communicate in a courteous and professional manner are necessary to the role. Effective oral and written skills combined with good collaborative skills are necessary to work with both the FamilyWorks team and clients. The position requires the ability to follow and comprehend program instructions and materials. Basic level skills in MS Office and Outlook are required. Knowledge of community resources and of local community and population; familiarity with health and social problems and attitudes in the community; Ability to speak before small and larger groups effectively; emotional maturity; good judgment; tact; integrity; tolerance of differing points of view, beliefs and lifestyles; Proven creative abilities, strong organizational and time management skills are required. The position requires the ability to work outdoors for long and short periods of time in all weather conditions, travel within the City and suburban areas.

Effective problem-solving abilities required. Personal characteristics include inter-personal skills based on excellent listening skills, and the ability to collaborate and to build relationships. The role requires respect for diversity.

CERTIFICATION(s) REQUIRED: N/A

WORK ENVIRONMENT & SPECIAL CONSIDERATIONS: The essential functions of the position require working in an office environment, outdoors for period of time or client home, operation of computers and other office equipment and movement between offices. The noise level is usually moderate. Movement requirements include walking, stooping or kneeling. There may be a need to reach or to lift objects, such as packages or supplies. The Client Relations Specialist works independently and in a group setting with other FamilyWorks and other YWCA staff in a shared office. Reasonable accommodations may be made for an incumbent to meet the essentials responsibilities of the position.

WORK SCHEDULE: Monday – Friday, 9:00am – 5:00pm. This position may require work on some evenings and weekends. Schedule can vary depending on the needs of the agency.