Client Services Coordinator

SafeHaven Arlington, TX 2019-06-14


SUMMARY Responsible for the management of the 24 hour Client Services Center for SafeHaven’s emergency shelter.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Hires, trains, and supervises all Client Advocate staff members on specialized and/or specific job duties.

Manages all Client Advocate staff and volunteer schedules in the 24-hour Client Service Center in the shelter.

Works collaboratively with the Crisis Coordinator to ensure streamlined processes between the hotline and shelter intake.

Works collaboratively with the Crisis Coordinator in providing cross training to client advocates for 24 hour emergency hotline.

Responsible for recommendations related to the development and revision of program policies, procedures, and manual for the client services area in the Fort Worth shelter.

Conducts performance evaluations for all Client Advocate staff.

Ensures that the Client Services Center maintains a clean and efficient work space for optimum center functioning.

Provides on-going in-services and trainings for staff to enhance skills.

Trains staff on issues relevant to crisis intervention and residential care, including new policies, procedures, and regulations.
Plans and implements monthly departmental staff meetings and ensures regular staff attendance.

Responsible for development and timely submission of monthly departmental reports and staff time sheets.

Troubleshoots and manages any challenges associated with collaborative community providers (i.e. taxi company and police departments).
Maintains current list of referrals for staff to provide to shelter clients and callers.

Manages personnel issues as they arise, working with supervisor to guide employee performance as necessary.

Monitors file documentation and CRMS entry for effective service delivery and grant compliance.

Monitors call statistics and trends, reporting findings to supervisor.

Completes timely submission and ensures accuracy of all payable receipts and submits to Accounts Payable.

Assesses and makes recommendations to supervisor regarding client advocate operations.

Preserves client confidentiality in accordance with SafeHaven of Tarrant County confidentiality policy.

Oversees admissions to the Emergency Shelter in accordance with SafeHaven of Tarrant County policies and procedures. Ensure consistency with admissions procedures.
Assumes responsibility for the client services center in case of staff absence or schedule gap.

Assist in the flow and rotation of client files.

Attends weekly Case Reviews and provide information concerning clients.

Available for 24 hour on-call communication with client advocate staff to provide guidance and supervision.

Maintains rule enforcement in shelter by creating a client centered environment with supportive and timely client interventions.

Provides training and management of volunteers for client services area.

In accordance with the team philosophy of the agency, may routinely be required to carry out or assist with other tasks in addition to the duties listed above.
Must act in accordance with the agency's mission statement and goals.

Carries out supervisory responsibilities in accordance with the organization's policies, grants and applicable laws. Will train employees; plan assignments, direct work; address complaints and resolve problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Bachelor’s degree in Social Work or a related field required, or a minimum 5 years of equivalent related experience required. Minimum of 2 years supervisory experience required. Minimum of 6 months to 1 year experience in a 24-hour hotline or residential setting required. Candidates must have knowledge and understanding of family violence and the ability to respond to clients in a constructive and supportive way, while being sensitive to cultural and ethnic issues. Must be able to remain calm in a crisis and maintain a high regard for confidential matters. Previous work in a fast-paced, customer service environment strongly preferred. Must have current valid Texas driver's license and have proof of automobile liability insurance.

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of clients, co-workers and public/private groups or organizations. Ability to communicate in a helpful and courteous manner. Bilingual in Spanish desirable.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Current Texas Driver's License required. Must provide current proof of auto liability insurance.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to drive during day and night time hours.

Frequent prolonged sitting, standing, walking, telephone contact. Occasional reaching, lifting up to 50 pounds, and stooping.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Frequent exposure to communicable diseases. Occasional exposure to irritating or caustic substances. Continuous exposure to clients with addiction disorders or psychiatric disorders.

This job description is not intended to be all inclusive. SafeHaven of Tarrant County reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
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