Coordinator, Client Services

The Client Services Coordinator supports the recruitment of adoptive families for Spence-Chapin's Home Study Services, Domestic and International adoption programs. The coordinator is responsible for delivering a seamless customer experience for inquiring prospective adoptive families. The coordinator is integral to how clients understand Spence-Chapin's services and the complexities of the adoption process. As the first line of contact for adoption pathway inquiries and organizational events, this individual is responsible for addressing all initial inquiries with competence and compassion and connecting prospective clients to key personnel within the organization as needed. This is a full-time hybrid position with an annual salary range of $53,000-$63,000. The ideal candidate has experience in adoption and a demonstrated capacity to build and maintain client relationships through effective communication. The coordinator is someone who can communicate with proficiency and professionalism while engaging with and educating a diverse population. This person is resourceful, detail/deadline-oriented, able to absorb information quickly and thoroughly, able to maintain meticulous records, personable, non-judgmental, welcoming, and able to multitask.

Spence-Chapin is a non-profit organization based in New York City that has been providing adoption services and adoption support for more than 115 years. At Spence-Chapin, we believe that every child deserves a family, and we work tirelessly to advocate for children in need of a permanent, loving home. Over our history, Spence-Chapin has served more than 25,000 children, women, and families through our main program areas: Comprehensive Domestic and International Adoption Programs; Birth Parent Services; Well-being Services; and International Humanitarian Aid through programs like our Granny Program to support children living in orphanages overseas.

Our work is made possible by Spence-Chapin's dedicated staff At Spence-Chapin, we find joy in celebrating each other, our co-workers, and our clients. Everyone is treated with respect and dignity to strengthen the vibrancy of our community. Staff at Spence-Chapin enjoy a culture of excellence, inclusivity, compassion, flexibility, and support. Spence-Chapin offers a competitive benefits package that includes full health benefits, generous PTO and holiday schedule, HRA & FSA plans, life insurance, retirement plan with employer contribution, paid commuter benefits, maternity/paternity/adoption leave, and more. Being part of the Spence-Chapin team is being

part of a legacy, which for more than 115 years has provided critical services to children, women, and families around the world.

Key Performance

• Field, manage, and promptly respond to incoming calls, emails, website inquiries, and website chat, providing information on home study, domestic, and international adoption
• Work closely with the program teams to ensure seamless transition of inquiries to appropriate staff members or other referral sources
• Assist with presenting adoption information in webinars and in-person information meetings
• Provide general administrative support, as needed
• Maintain database to ensure collection of information and follow up on prospective client inquiries
• Perform any other departmental or agency-related duties or special projects as directed by supervisor

Education & Experience

• Bachelor's degree or higher in social work or related human services
• 2-4 years of experience in the human/social services field
• Demonstrated experience in client services and interfacing with diverse populations
• Knowledge of adoption, foster care systems, and child welfare strongly preferred
• Spanish-speaking, a plus

Technical Skills

• MS Office -Proficiency in Excel, Word, and PowerPoint
• Experience with case management systems and data entry

Key Competencies

• Excellent organizational skills, ability to prioritize workload, administer, and resolve problems
• Strong problem-solving skills; excellent interpersonal skills
• Excellent verbal and written communication skills with the ability to communicate effectively in highly emotional situations
• Issue resolution skills with demonstrated ability to address immediate concerns, troubleshoot problems, and escalate complex issues as needed
• Ability to learn, retain, and deliver complex, technical information
• Attention to detail and ability to input accurate, detailed case notes and data entries
• Strong public engagement and client service skills
• Ability to work both collaboratively and independently and handle a high volume of work in a dynamic environment

This job description is not intended to detail every aspect of your job or list every task you mayperform. It is provided as a general overview of the responsibilities and skills required to do this job successfully.
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