Bilingual Client Support Specialist

Job Description

Job Description

Would you like to join a growing, compassionate team of people who share a vision for a brighter future? El Futuro is a nationally recognized nonprofit organization and leading provider of behavioral mental health treatment and support services. We operate clinics across central North Carolina, specializing in services for Spanish-speaking individuals. Our mission is to nurture stronger familias to live out their dreams.

El Futuro is currently hiring full-time Client Support Specialists to provide client-facing administrative support and operational support for the Substance Use program (Sin Ataduras), with a primary focus on DWI and Substance Use assessment and education and prevention services. This role serves as a knowledgeable point of contact for clients, attorneys, court and state partners, and internal staff; manages documentation and service workflows; resolves routine operational issues; and helps ensure a responsive, accurate, and culturally affirming client experience.

The Client Support Specialist strengthens access to services by independently coordinating client communications, scheduling, records, regulatory documentation, and follow-up activities. The position uses sound judgment within program requirements to identify barriers, resolve service issues, maintain compliance and audit-ready records, and improve the systems that support timely client care.

This position works 37.5 hours per week, hybrid schedule, with one day in-person required at the Durham clinic, and must be available for Friday morning meetings, 9:00-11:00am. The typical schedule includes two to three evenings per week and occasional weekends.

The pay rate starts at $22.00 per hour. El Futuro provides employer paid dental, vision, life, and long-term disability; 403B matching; generous PTO and paid holidays; paid family medical leave; paid parental leave; and paid time off for professional development.

ESSENTIAL FUNCTIONS

The Client Support Specialist performs the following essential functions, either independently or in coordination with program staff and external partners. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions:

Client Service Support

• Serve as a primary point of contact for DWI program clients, responding to questions with warmth, clarity, cultural responsiveness, and appropriate confidentiality. 
• Coordinate appointments for assessments, intakes, groups, transfers, and discharges; monitor follow-up needs; and address scheduling barriers that may delay services. 
• Provide timely reminders related to appointments, group sessions, required documents, and client payment obligations. 
• Guide clients in using Zoom, DocuSign, patient portal, and other digital tools needed to participate in services; troubleshoot routine access issues and coordinate additional support when needed. 
• Follow up on client concerns through resolution, document actions taken, and escalate clinical, legal, safety, or complex service matters to the appropriate staff member. 

Documentation, Compliance, and Records Management

• Coordinate with clients, attorneys, social workers, county clerks, state agencies, and other providers to obtain accurate and complete documentation before and during services. 
• Prepare, track, review, and submit E508 forms and related DWI documentation, verifying required signatures, conviction dates, and support records before submission. 
• Prepare, review, track, and submit Substance Use Assessment documentation, verifying required information, supporting records, and clinical recommendations prior to submission.
• Maintain organized, complete, and audit-ready electronic records in the electronic health record and other approved systems, including scanning, uploading, indexing, and monitoring missing documentation. 
• Manage electronic signature workflows, releases of information, transfer requests, driving-record requests, progress letters, and discharge documentation in accordance with program procedures. 
• Protect confidential information and follow organizational policies, record-retention requirements, and applicable privacy and security practices. 

Program Operations, Data, and Continuous Improvement

• Maintain program tracking tools for appointments, payments, assessments, group participation, documentation status, and follow-up activities; identify discrepancies and take appropriate corrective action. 
• Compile routine program data and prepare accurate summaries or reports for program leadership, including service volume, completion status, and follow-up needs. 
• Conduct client discharge, satisfaction, and recidivism surveys; track completion and organize results for program review. 
• Identify recurring client-service or workflow challenges and recommend practical improvements to communication, documentation, and tracking processes. 
• Develop and maintain clear client instructions, templates, checklists, and standard work tools in collaboration with program leadership. 
• Support onboarding and training of staff on established client-support workflows, documentation practices, and program systems. 

Community Engagement and Event Support

• Support communications and outreach to recruit and engage participants for Sin Ataduras and other substance use program activities. 
• Assist with logistics and communications with community leaders, partner organizations, presenters, and participants for psychoeducation and community events. 
• Participate in community events and provide responsive participant support, including registration, technology, materials, scheduling, and follow-up. 

EDUCATION and/or EXPERIENCE

• High school diploma or GED, required.
• Experience as an Administrative or Clinic Assistant, preferred.
• Experience in community organizing and outreach.
• Experience in community mental health settings or a peer support role, preferred.
• Experience providing services within Latino and Spanish-speaking communities, preferred.

KNOWLEDGE, SKILLS, ABILITIES

• Bilingual fluency in spoken and written Spanish and English, required.
• Demonstrated ability to communicate with clients, colleagues, and external partners in a professional, warm, clear, and culturally responsive manner.
  
• Strong organization, follow-through, attention to detail, problem-solving, and time-management skills.
• Ability to manage multiple priorities, make sound decisions within established guidelines, and recognize when an issue requires escalation.
• Ability to maintain confidentiality and manage sensitive client information with care and accuracy.
• Proficiency with Microsoft 365, Zoom, electronic health record systems, electronic signature platforms, and web-based tracking tools.
• Ability to work effectively both independently and as part of a multidisciplinary team.
• Commitment to supporting El Futuro's mission to nurture stronger familias to live out their dreams.
• Demonstrated ability to work in a manner consistent with El Futuro's values of Calor Humano, Trust, Resilience, Belonging, and Community.

WORK ENVIRONMENT

• Setting: Work is performed in a hybrid environment, with a minimum of one day per week required in person at the Durham Clinic.
• Assigned Office Site: Durham Clinic.
• Work Week: Typically works a standard Monday through Friday schedule. Position requires availability for a minimum of two to three evenings per week, based on program and scheduling needs. Friday 9:00am to 11:00am is required time for organization-wide and team meetings.
• Extra Time: May be required to work occasional weekends for special events or attend staff meetings outside the regular schedule.
• Technology & Systems: Regular use of computers, digital platforms, phone, video-conferencing tools, and electronic records systems.
• Travel: Occasional travel may be required to support community events, outreach activities, or program operations.

To apply, submit your cover letter and resume.

El Futuro is an Equal Opportunity Employer and does not discriminate in its employment decisions on the basis of any protected category. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.