Client Care Specialist

Job Description

Job Description

Safe Alliance – Client Care Specialist

The Client Care Specialist at the Shelter supports the agency by providing hope and healing to those impacted by domestic violence and sexual assault by providing administrative support to direct service and leadership staff.

Responsibilities/Accountabilities

Client Care

Using trauma-informed, client-centered approach:

• Answer agency phone calls, screen and direct callers as appropriate, provide accurate description of services, and refer to external services as necessary
• Answer hotline calls -provide assessment, crisis intervention, safety planning, parent support, and education to callers, focusing on needs of entire family.
• Act with clients in mind and work to meet client needs and expectations to the extent possible.
• Provide information and referral to community resources to callers as appropriate.
• As appropriate, assist caller with navigating the criminal justice system as it relates to their victimization by providing information, court preparation, and education, working closely with the Victim Assistance program and Victim Witness Assistant at the DA's Office.
• Educate client on process to obtain a protective order and coordinate with the Victim Assistance and Legal Representation Program, as appropriate.
• Gather initial intake information, connect with appropriate staff member
• Provide crisis intervention services by telephone or in person as necessary including responding to hotline calls
• Manage behavior within shelter by enforcing structure keeping clients in mind
• Resolve residential conflict and maintaining a safe environment while keeping clients in mind.
• Respond to area hospitals to provide rape crisis support as necessary

Administration

• Adhere to Agency procedures concerning Documentation, Critical Incident Reports and Client Satisfaction Surveys and participate in the Quality Assurance Process.
• Maintain accurate database information by entering required client information
• Partner with direct care staff to maintain up-to-date client files (may include electronic/physical files)
• Support office function by handling mail and maintaining supply of current forms
• Keep client and staff work spaces clean and functioning
• Maintain up to date inventory of needed supplies for staff and clients.
• Adhere to agency procedures concerning Documentation, Critical Incident Reports and Client Satisfaction surveys and participate in the Quality Assurance process.
• Verify and print timecard in a timely manner.

Stewardship

• Support agency mission by participating in agency and community meetings and committees as requested by supervisor.
• Promote and maintain professional relationships with agency staff, volunteers, and community partners.

Professional Development

• Contribute to quality services by staying informed of developments and trends in the area of child development, parenting, trauma and victimization, especially as it relates to sexual violence, child maltreatment, and intimate partner violence.
• Maintain and develop skills and knowledge by attending training especially as it relates to victimization and trauma; ensures licensure and certifications are up to date needed for the job.

Other

• Perform other agency duties as assigned by supervisor

Agency Competencies:

• Cultural Competence – cultivates opportunities through diverse people; respects and relates well to people from varied backgrounds, understands diverse worldviews, and is sensitive to group differences; sees diversity as an opportunity, challenges bias and intolerance; understands oppressions that many clients face in the community; ability to apply self-awareness and self-regulation to manage the influence of personal biases and values
• Communication/Collaboration – uses effective oral and written communication to clearly convey and receive information and ideas in an engaging manner; demonstrates good listening skills, and invites response and feedback in order to build constructive working relationships with clients, volunteers, other work units and community organizations to meet mutual goals and objectives
• Continual Learning/Professional Development – participates in continuing education, training and professional conferences focused on best practices to acquire and/or maintain the technical/professional expertise required to do the job effectively, resulting in the most positive client solutions
• Quality Work Standards – motivated to achieve; sets high standards and well-defined, realistic goals for one's self; displays a high level of effort and commitment towards completing assignments in a timely manner with care and thoroughness, checking work for completeness and accuracy
• Resiliency – maintains effective performance in stressful environments or when confronted with difficult situations; evaluates conditions to ensure one's own safety and the safety of others; identify and rely upon self-care strategies at home and/or work in order to handle stress in a manner that is acceptable to others and the organization

Position Competencies

1. Adaptability
2. Conflict Management
3. Decision Making/Problem Solving
4. Initiative
5. Teamwork

MINIMUM REQUIREMENTS

• Education: High School Diploma. Bachelor's Degree Preferred.
• Experience: 1 year administrative or customer service related experience.
• Experience working in human services field preferred.
• Experience working with victims preferred.
• Spanish speaking preferred – if hired as a Spanish speaking staff member, candidate must be fluent in understanding, speaking, and writing in Spanish.

Preferences:

• Bachelor or Associate's Degree preferred
• Experience working with victims
• Experience in human services field
• Spanish speaking preferred- If hired as a Spanish speaking candidate, employee must be fluent in understanding, speaking, reading, and writing in Spanish

No calls, emails, or visits please . For immediate consideration, please formally apply online and provide a resume and cover letter.

The above statements are intended to describe the general nature and level of work being performed by people assigned this job classification. They are not to be constructed as an all-inclusive list of all duties, skills, and responsibilities of people so assigned. Safe Alliance may still be subject to government mandated vaccine requirements and testing similar to the ones outlined by the OSHA Emergency Temporary Standard. As a condition of employment you must be willing to submit proof of vaccination or submit testing results weekly or as outlined by the agency. Proof of vaccination status must be provided at hiring and/or upon request by the agency.

Accommodations: Safe Alliance will engage in an interactive process with employees requesting medical or religious accommodations

The Agency's policy is to provide equal opportunity in all terms, conditions, and privileges of employment for all qualified applicants and employees without regard to race, color, creed, religion, national origin, sex, age, marital status, disability or veteran status.