Client Engagement Coordinator

4 days ago


IL United States Safer Foundation Full time
Job Title: Client Engagement Coordinator

The Safer Foundation is a social service provider dedicated to supporting individuals with arrest and conviction records. Our mission is to empower them to achieve productive and meaningful employment.

Job Summary:

The Client Engagement Coordinator plays a vital role in the Working 4 Peace team, responsible for managing the day-to-day operations of the Client Engagement Specialist at the Safer Counseling and Wellness Center. This includes ensuring that all front desk locations are fully covered, utilizing discretion and proper judgment when responding to staff and clients, and collaborating with SCWC managers and reentry navigators.

Key Responsibilities:
  • Ensure front desk functions are properly executed and the client engagement specialist is aware of their responsibilities and is effectively completing assigned tasks.
  • Conduct weekly staffings to ensure the client engagement specialist role and responsibilities are properly completed.
  • Communicate expectations of staff and follow-up with staff when necessary.
  • Provide ongoing opportunities for professional development for the client engagement specialist.
  • Properly train the client engagement specialist on the process for entering potential clients into Salesforce as leads and proper phone etiquette.
  • Ensure the client engagement specialist receives training for de-escalation techniques when working with potential and current clients.
Stakeholder Interface:
  • Effectively ensure that front desk functions are properly executed.
  • Ensure that the client engagement specialist is aware of the process of monitoring all visitors' entrance and exit into the buildings.
Stakeholder Outreach and Recruitment:
  • Using Salesforce, train the client engagement specialist on registering clients into the online database system and scheduling intake appointments with the appropriate program staff.
  • Coordinate and maintain 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.
Tracking, Document, and Reporting:
  • Complete incident reports as needed and ensure reports are correctly processed and adhered to in a timely manner.
Supervision of People:
  • Assist the client engagement specialist with resolving complaints in a timely and effective manner.
  • Develop a client engagement schedule to ensure coverage for the front desk at all three locations during the hours of 8:30 AM-4:30 PM.
  • Document all supervision with the client engagement staff.
  • Train and supervise staff on proper documentation, procedure, and protocol, troubleshooting issues and coaching on performance.
  • Complete mid-year and annual performance reviews, corrective action plans when necessary.
  • Review and approve timecards and requests for time off and expense reports in a timely manner, ensuring coverage at all three locations before approval.
Requirements:
  • Possess a passion for social justice.
  • Have knowledge of the reentry process and cross-sectoral barriers faced by individuals upon release.
  • Exhibit excellent communication (oral and written), computational, and people skills.
  • Be computer literate, able to use MS Office Suite (Word, Excel, Outlook) applications.
  • Be 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.

Safer Foundation is an equal opportunity employer and a drug-free workplace.



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