Client Care Director

POSITION DESCRIPTION

Objective of the Position:

As Client Care Director, you lead with hope, information, and encouragement to offer support and education to the clients and community of Compass Women’s Center to equip families to choose life and hope for their children, born and unborn.

You will work directly with clients and volunteers.

You serve clients making pregnancy decisions and those parenting young children so they may flourish as individuals and parents. You will humbly implement encouraging and educational services for clients and the community focused on pregnancy and parenting.

You will manage the volunteers of Compass that work directly with the Client Care programs. This includes recruiting, training, supervising, and encouraging. You will build a team of folks to care and provide excellent care to the many clients and families of Compass.

Because the person in this role is often the first voice or face that a client will encounter, it is imperative that they be someone who values and respects all people and the Christian faith. The incumbent must embody the organization’s core values: Love, Respect, Service, and Humility, as well as, be able to explain the Center's Christian beliefs to callers and potential clients, volunteers, donors, etc.

It is important that the incumbent is able to serve people regardless of their faith, culture, lifestyle, or pregnancy decisions. Compass is a pro-life organization and, respectfully, does not provide or refer for pregnancy termination services.

Reports to: the Executive Director of Compass Women’s Center

Status: Exempt, Full Time, 32 hours per week.

9 am to 5 pm Monday through Thursday with occasional nights or weekends

Core Responsibilities and Duties:

Client Care and Programs: Provide education & support for each client in an atmosphere of warmth and compassion through listening and other helping skills.

• Provide accurate information on abortion, parenting, adoption, and foster care within the scope of Compass Women’s Center
• Facilitate helpful and respectful conversations with clients
• Offer support, material resources, and referrals appropriate to a client's situationMaintain a knowledge base of local resources for pregnancy and parenting

The director must be keenly aware of resources available and the scope of services at Compass to ensure clients are referred to other services and resources appropriately

• Appropriately follow up with clients
• Maintain client records accurately and confidentially
• Implement or assist in basic marketing or events to connect with clients
• With the direction of the Executive Director, research, develop, and implement new programs and services. Compass is a growing organization, so change and new developments are part of the experience as an employee.Volunteer Coordination: lead volunteer coordination, training, retention, and enrichment of client care focused volunteers under the direction of the Executive Director.
• Recruit and train new volunteers for the Client Care programs
• Provide proper training and support to the Client Care volunteers
• Provide proper feedback to the Executive Director regarding Client Care volunteers
• Seek out information and implement volunteer management and enrichment strategies

Assist with office operations such as basic operational and marketing tasks and answering phones as needed

Comply with Compass Women’s Center’s requirements for continuing education in this role.

Seek out and stay up to date on relevant statistics and information relating to pregnancy, parenting, abortion, and adoption

All other duties as assigned.

Qualifications and Requirements:

• Minimum High school diploma plus 3 to 5 years experience in a similar role required
• Bachelor's degree or higher preferred, especially in social work, nursing, education, psychology, or similar
• Experience providing peer-counseling/support to clients in a pregnancy center or similar setting preferred
• Able to compassionately and respectfully serve clients of diverse cultures, religions, backgrounds, and traditions
• Preferred experience in customer service, crisis hotline response, addiction recovery care, or other types of lay support for people experiencing difficult situations
• Understand basic interpersonal dynamics and able to adjust coaching style to different personalities
• Must possess a high level of discretion and confidentiality

Understand and able to implement marketing strategies including but not limited to:

• Social media
• Events
• Email marketing
• Texting

Must have a passion for the mission

Agree with and uphold all of Compass’s foundational documents including:

• Philosophy Statement
• Mission & Vision
• Core Values
• We are Pro Life statements
• What We Believe statement
• Policies and Procedures
• Strong characterDependable
• Caring & compassionate
• Ethical
• Open minded & confident

Outstanding organizational and time management skills

• Ability to prioritize daily workload
• Must be able to meet deadlines in a fast-paced quickly changing environment
• A proactive approach to problem-solving with strong decision-making skills
• Must be independent and able to act without guidance

Professional level verbal and written communication skills

• Familiarity with office administration and equipmentFamiliarity with computers, fax/copy machines, e-calendars, etc.
• Proficiency in the MS Office suite and Google suite

Job Type: Full-time

Pay: From $20.00 per hour

Benefits:

• Paid time off

Schedule:

• 8 hour shift
• Day shift

Work Location: One location

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