Client Engagement Specialist

Job Description

Job Description

The Safer Foundation is a social service provider to individuals with arrest and conviction records. Through a full range of services, including case management, educational instruction and advocacy, we focus on preparing individuals for the world of work by helping them find and keep productive and meaningful employment

 

General Summary:

The Client Engagement Specialist is a part of an interdisciplinary team prioritizing client satisfaction, providing quality intake care, and upholding Safer Foundation’s core values. The client engagement specialist will report to the client engagement coordinator. The client engagement specialist will be responsible for promptly responding to all incoming calls to the main number, responding to the needs of all walk-ins. When called upon by management, the client engagement specialist will be required to enter potential client’s information into Salesforce. The client engagement specialist will be responsible for handling all incoming calls and ensuring the calls are directed to the correct program.

 

Performance Results Description

 

The Position is properly performed when all essential duties and responsibilities are executed by following the Safer Values.

 

Exceeding Expectations, Communication and Collaboration, Integrity, and Evidence Based Innovation.

 

Essential Duties and Responsibilities:

 

Stakeholder Interface and Service

• Greet and treat all clients and guests with a high level of respect and courtesy.
• Skilled in de-escalation techniques and conflict resolution.
• Knowledgeable about behavioral health needs including substance use and mental health.
• Function as a client advocate by being proactive in addressing client needs and troubleshooting client concerns.
• For all walk-ins, ensure that all incoming individuals sign-in, to keep an accurate account of who’s entering the building.
• Uphold all confidentiality. Clients’ information can’t be discussed in an open forum.
• Communicate effectively with client engagement coordinator with all client concerns or inquiries.
• Support in scheduling/coordinating meeting rooms in collaboration with the executive assistant, client engagement coordinator, building manager, and/or leadership.
• Perform other duties as assigned.

 

Stakeholder Outreach and Recruitment

• Promptly respond to incoming referrals and inquiries from potential clients, referral sources, family, etc.
• Provides customer service to clients anticipating their needs and resolving their questions/concerns regarding their appointments.
• Perform other front desk duties as assigned by management.
• Attend all professional development and/or skill-building training as assigned. 

 

Tracking, Document, and Reporting

• Maintain compliance with HIPAA, 42 CFR Part 2, and other privacy and confidentiality laws and regulations with respect to client’s protected information.

 

Required Knowledge, Skills and Abilities:

• Knowledge of customer service techniques.
• Ability to troubleshoot, and problem-solve
• Excellent verbal communication
• Excellent data entry skills
• Knowledgeable about resources in the community for formerly incarcerated individuals
• Knowledgeable about IDOC offender search and Cook County Sheriff Inmate Locator
• Skilled in active listening and conveying information to others effectively.
• Hands-on experience and self-sufficiency with Microsoft productivity tools, including Outlook (for email), Office (Word, PowerPoint, Excel), and online collaboration tools (video conferencing, Zoom/Teams, messaging).
• Previous experience documenting interactions, notes, and services in an electronic database system desired. Experience with Salesforce system is a plus.
• Adheres to professional values in alignment with Safer Foundation's missions and values.

 

Education and Experience:

• High School Diploma and 2 years’ experience working with underserved populations.
• Previous call center or customer service experience is a plus.
• Practical knowledge of HIPAA and 42 CFR Part 2

 

Licenses and or Certifications:

 

Safer Foundation is a drug-free workplace.  

Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans  

 

No Phone Calls Please