Job Summary:

The CSB Client Services Coordinator is responsible for providing warm, clear, and friendly communication with persons living with HIV/AIDS and other life challenging medical conditions that affect their nutritional health, enrolling them in CSB services, and ensuring quality and continuity of care. Communication with clients is conducted via phone, fax, electronically or in writing to acquire data and relay information to provide an excellent client experience. The Client Services Coordinator assists clients and service providers with CSB applications, responds to ongoing concerns and questions about CSB services, and explains and carries out CSB and Lifelong service policies.

A large part of this position is devoted to maintaining large amounts of client and programmatic data crucial to satisfying funder contract requirements and documenting work towards outcomes. Another large part is regular telephone communication with clients and community partners/referring agencies regarding CSB services and referrals. At times the Client Services Coordinator may be expected to support other aspects of the food program in food distribution and preparation. This position requires working variable length of working days but will always require 40 hours over a five-day work week. The position generally includes staffing the CSB telephone line during the business hours of 8:30am-5:00pm. The Client Services Coordinator reports to the Manager of Nutrition and Client Services of Chicken Soup Brigade. This is a full-time, non-exempt, union, regular position.

Essential Duties:

• Staffing Phone Line: Responsible for providing excellent telephone communication to answer client questions about deliveries, modify client meal categories, make changes to client delivery routes and update client information in CSB database or other shared internal communication tools. Resolves routine issues to the satisfaction of the client and provides thorough and accurate documentation of all transactions. Conducts intakes with new clients enrolling in the food program as needed by program. Services are supported by several different funding sources, each with their own enrollment requirements. The Client Services Coordinator can track these separate requirements and identify the proper process for each client and each service. The Client Services Coordinator reports all client concerns using established protocols.
• Capturing, Maintaining, and Updating Data: Perform the entry, update, and maintenance of data in client electronic and paper files to ensure compliance with funding contracts and quality of care; create and manage schedules for periodic recertification of client eligibility. Work with clients and/or client care providers to obtain necessary paperwork for eligibility. Participate in quality improvement activities to ensure data completeness and accuracy. Work with CSB team members to prepare for program audits and funder site visits. Work on adapting tasks to improve efficiencies in client services data tracking. Leads by example in demonstrating gold standard behaviors.
• Support Programmatic Sustainability: Work with CSB staff and managers to meet contract deliverables, monitor program capacity, and administer waitlists when necessary. Working with CSB management, strategize ways in which services can be provided efficiently and economically with maximum positive impact in lives of CSB clients.
• Participate in General Program Success & Improvement: Utilize critical thinking skills to engage in processes with other teams in CSB to improve the program, develop new services, and improve efficiency and accessibility of services to clients. Provides input on quality improvement opportunities to supervisor. Maintains strict professional boundaries and confidentiality. Maintains regular and reliable hours as negotiated with your supervisor. Participate in Lifelongs Employee Performance Review Process.
• Mentor, Retain, & Appreciate Volunteers: Train, support, and offer appreciation of CSB volunteers.
• Perform all assigned duties of position, and other duties as assigned.

Core Competencies:

• Proficiency in English is required and fluency in Spanish, Vietnamese, Chinese, Somali, Amharic or Tigrinya is needed for this role
• Three or more years of experience in call center, direct customer services or direct social services.
• Demonstrated ability to engage clients or consumers from diverse communities and backgrounds.
• Experience working with marginalized populations including people living in poverty, with mental illness, and chemical dependency.
• General understanding of the importance of nutrition to health and well-being.
• Demonstrated skills and strong working knowledge of Microsoft Office suite of applications including Excel and Word. Experience working with large, complex databases is a plus.
• Experience with client conflict resolution.
• Excellent attention to detail.
• Ability to develop good working relationships with internal and external customers and team members.
• Demonstrated ability to work effectively under stressful conditions. Ability to manage multiple tasks concurrently.
• Ability to lift up to 50 lbs. and walk up one flight of stairs.
• Ability to work at a desk for 8 hours per day.
• Strong organizational skills.
• Ability to speak clearly and professionally to callers and peers.
• Ability to follow company and department policies and procedures.
• Demonstrated ability to handle multiple tasks and work in a fast-paced environment.
• Demonstrated integrity and a commitment to values.

Education and Experience:

• Bachelors degree or combination of education and equivalent experience
• Excellent communication skills both in listening and in conveying information; the aptitude to connect with individuals from diverse backgrounds and tailor messaging of important information to many different audiences; the ability to speak persuasively without being overbearing.
• An innate sense of empathy; the ability to connect with others, recognize what they need, and identify what can be done to meet those needs; a curiosity about the experience of service consumers and community partners.
• A talent for tracking the smallest details of many activities simultaneously; the discerning judgment to prioritize tasks with little or no guidance; the skill of organizing workload into a system that is transferable to other members of the team and for learning from the systems employed by teammates; the ability to work quickly and decisively in a fast-paced environment.
• Proven effectiveness in working both independently and as part of a collaborative team; an affinity for working with others to complete large projects; the insight to determine where ones own talents add to the success of a collaborative project.
• Resilience in the face of time-consuming, arduous processes; increased strength in the face of adversity and the ability to weather times of substantial adversity and change; a focus on the goal even when seemingly never-ending obstacles are in the way.

Work Environment:

• Standard office environment based in Seattle; the position is primarily located in an office setting, Currently Lifelong is in a Work from Home environment and client engagement is done virtually, with very limited exceptions. In the future, some Client Services positions may require staff to conduct home visits and fieldwork. If needed qualified candidates must possess a valid drivers license to access either a personal vehicle or agency provided vehicle. If personal vehicle is utilized, mileage will be reimbursed.
• The employee will need to have reliable Wi-Fi and may also need to have their own personal computing device. The employee may also be asked to wear or use personal protective equipment to prevent disease transmission when necessary.
• All staff are currently required to use personal protective equipment to prevent exposure to COVID-19, and proof of full COVID-19 vaccination is required upon hiring.

EEO Statement:

Lifelong is a community health organization committed to removing barriers to health with relentless compassion so that no one faces illness and injustice alone.

We lead with heart. Our respect for people drives our mission. For 40 years, Lifelong has fought health inequities so that everyone can have the opportunity to thrive. Our comprehensive services include food and nutrition, healthcare navigation, aging and disability support, and connection to housing and other vital resources.

We are looking for passionate, dedicated people to join our talented team and make real, meaningful change in the daily lives of those living with chronic and life-threatening illnesses in their community. Lifelong offers exceptional benefits, including paid time off, medical, and dental coverage in addition to a balanced work-life integration.

Do not meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Lifelong we are dedicated to building a diverse, equitable, inclusive, and authentic workplace, so if you are excited about this role but your past experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Lifelong is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.