Job Description
Title: Client Support Coordinator
Reports to: Program Manager
Employment Status: Full-Time
Salary: $47,500 – $52,000 annually
Since 1972, Interfaith Works (IW) has been meeting people where they are regardless of their challenges. We provide emergency shelter, supportive housing, essential needs, and employment programs to over 35,000 Montgomery County, MD, residents each year.
Our mission is to support our neighbors by providing vital services and a pathway to greater stability. Our clients and residents are served by 200 trained professional staff members, as well as 7,000 volunteers. We also advocate for policies and programs that enhance the stability and opportunities of our neighbors.
POSITION SUMMARY
All Client Support Coordinators (CSCs) will be trained on all workstations within the Essential Needs building, rotating through the Food Pantry, Clothing Center, and the Connections programs. While CSCs will report directly to the Program Managers, they will work closely with the lead CSCs to perform daily duties and promote a welcoming and supportive environment for clients.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Conduct an intake assessment of each client requesting referral services, then refer client to the appropriate County resources to best meet their needs
- Conduct initial screening for clients for emergency financial assistance eligibility
- Promote IW's emergency assistance work, including the overall operation of the Eviction Prevention and Utility Assistance programs.
- Check clients in and out of Microsoft Dynamics, ensuring information is up to date and accurate
- Welcome donors, volunteers and clients to the site, providing donation receipts, and information on IW programs
- Record client inquiries in Microsoft Dynamics
- Monitor inventory across the center, replenishing supplies as needed
- Assist volunteers with completing documentation as needed for community service requirements
- Maintain volunteer database, pulling information as needed
- Field phone calls, providing information and resources to clients, donors, and volunteers as necessary
- Schedule client appointments for Clothing Center and Food Pantry visits
- Check shared inboxes and finish tasks to completion, inputting client referrals into the appropriate databases
- De-escalate client and volunteer issues as they arise, respectively
- Obtain pallet jack certification (IW will provide) and assist when deliveries arrive
- Maintain a clean environment: taking out trash, sweeping and mopping the floor, and organizing the food storage area
- Assist the Volunteer Coordinator with overseeing the volunteers and their work.
- Unload pallets of food and bags/boxes of donations timely and safely.
- Attend regularly scheduled meetings.
- Participate in outreach and tabling events in the community. This may include events outside of scheduled work hours.
- Contribute to a positive and inclusive environment welcoming of clients and volunteers in varying situations from all walks of life
- Perform administrative tasks as needed.
- Perform other duties as assigned.
MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES)
- Strong interpersonal skills
- Clean driving record
- Strong communications skills
- Basic knowledge of Microsoft Office Suite
- Good phone etiquette
- Handle multiple projects efficiently and with flexibility
- Ability to lift up to 50lbs at a time
- Work independently and collaborate with a diverse team
- Bilingual in Spanish & English is helpful or the ability to communicate using basic translation tools
EDUCATION AND EXPERIENCE
- High School diploma or GED
- Minimum two years of customer service experience
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.
BENEFITS
Interfaith Works offers a comprehensive benefits package for its employees. Employees receive 14 paid holidays and 21 days of PTO. Benefits for full-time employees, those who work 30 hours per week or more, include access to subsidized medical, dental, and vision costs for employees and their families; employer paid long-term disability insurance as well as life and AD&D insurance. Employees have the option to purchase supplemental benefits that are fully portable, including short-term disability insurance, critical illness insurance, and more. All employees regardless of full or part time status have access to an Employee Assistance Program (EAP) at no cost to them.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
TO APPLY
Interested candidates must submit a resume with their application to be considered. Applicants must apply through this link. Please send any questions about the application process to hr@iworksmc.org.
Interfaith Works is an equal opportunity employer which values diversity, equity, and inclusion. We are committed to a continued focus on equitable hiring, training, promotional practices, and policies. We are a drug free workplace and comply with ADA regulations, as applicable.
