Client Check in Specialist

OVERVIEW of Position

• Interacts regularly with active clients.
• Assists Programs Lead in weekly client calls and/or visits, following standard process & questions guidelines.
• Understands & follows all processes for escalation of any identified concerns.
• Fully documents all interactions and conversations into approved tracking systems.

Position Responsibilities

• Position requires weekly interaction with current clients via calls and/or visits to maintain open communication, identify areas of concern or need, & monitor program compliance.
• Become familiar with & maintain proficiency in current tracking programs to fully document all conversations & interactions.
• Maintain confidentiality in all interactions, escalating identified concerns or issues quickly to Programs Lead.
• In coordination with Programs Lead look for any improvements in processes or opportunities to increase compassionate, quality support for all clients.
• Other duties as assigned by Programs Client Relations Lead.

Position Skills

• Comfortable talking & working directly with active clients.
• Comfortable interacting with young families who may be experiencing stress in meeting their basic needs. Being compassionate while documenting their issues & successes, while also encouraging them to stay committed to the program.
• Computer systems proficiency, ability to learn & support existing system for tracking all conversations & interactions.
• Ability to show empathy while maintaining defined boundaries.
• Comfortable assessing situations that may need to be escalated; follow the defined escalation process. Always involving the Programs Lead in any escalations or requests outside the defined program.
• Strong communication & people skills, working with the entire team to support existing clients.
• Efficiency with empathy, ability to engage with clients compassionately but also efficiently.
• Flexibility in assigned client support tasks as call load fluctuates.
• Willingness to cover other tasks in support of Programs Lead in between phone time.

Relationships Interactions

• Works directly with clients, Programs Lead, & other team members.

Time Commitment

• 4 – 6 hours per week; covering an agreed timeslot for clients to call in.