Client Coordinator- Job Description

Agency Overview 

Meals on Wheels operates in virtually every community in America through our network of more than 5,000 independently run local programs. While the diversity of each program's services and operations may vary based on the needs and resources of their communities, they are all committed to supporting their senior neighbors to live healthier and more nourished lives in their own home.

MOWFC provides over 73,000 meals to more than 530 home bound clients.

Volunteer Presence 

Since our inception, volunteers have been an integral part of the program. Each day volunteers deliver meals and smiles to our clients. Volunteers should be considered a part of the Meals on Wheels team, representing the agency while they are out in the community. They require attention, training, oversight, and in some cases, corrective action. Volunteers should be treated with as much respect and consideration shown to coworkers and clients, so be sure to thank them regularly! 

The Client Coordinator is a 30-hour per week, hourly position which reports directly to the Volunteer & Logistic Manager. In the absence of a Volunteer & Logistics Manager, they will report directly to the Executive Director. The staff at MOWFC work mostly in the office Monday-Friday, except for certain holidays; New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day. Must have occasional weekend availability.

Specific Duties and Responsibilities:

Phones and email- This position along with the Program Services Specialist will be the main staff members to answer all incoming calls & respond to client-related calls and emails. Focuses will be discussed in training.

• Answer phones- make sure all calls are logged on to the message board and returned in order of importance. Follow message board protocols.
• Reply to client-related inquiries and respond in a timely manner. Please reply all when corresponding to further ensure no queries are overlooked. 
• Enter all corresponding actions into database.

Processing new client applications 

• Contact new clients to explain our services and answer questions. This should be completed within 48 hours (2 business days) of receipt of applications.
• When new applications come in via email, the route will be assigned by the Volunteer & Logistic Manager then passed to the client coordinator. If an application is received any other way the client coordinator will reach out to the Volunteer & Logistics manager for route information.
• Complete onboarding calls and verify client information and set start date.
• Enter new clients into the database, and then scan applications into appropriate SharePoint folder, shred original application.
• Utilize good judgement when assessing new clients for a reduced fee meal, and always consult with the Executive Director when needed.
• Consult with direct supervisor in some instances when sliding scale qualifications are not clear-cut, or when there are extenuating circumstances. Place clients on sliding scale fee based on agency guidelines, as necessary.

Additional Client-based Duties

• Keep the client resource guide up to date.
• Maintain the client application- hard copy and on website.
• Create & maintain quarterly client newsletters.
• Be able to provide client statistics by pulling reports from database.
• The Client Coordinator will use the language access system to serve clients that do not speak English.
• The Client Coordinator will monitor the language access service and report any complaints or comments on the system and will report on the usage of the service.
• Send notices to clients in the event of closure.

Routing and operations

• Be able to perform morning routing which includes organizing routes, preparing route sheets, notes, & other items needed for clients and/or for volunteers. This will be a shared responsibility amongst staff members.
• Be able to perform afternoon routing which includes meal count & necessary tasks for that day.
• Be able to be a backup as the Meals on Wheels presence at Poudre Valley Hospital as needed, where you will interact with kitchen staff, PVH leaders, and volunteers.
• Collaborate on client service-based projects including, but not limited to helping source decorated cards & donation projects for clients. Working with the volunteer & logistics manager to coordinate blizzard bags, summer produce bags, and Christmas gifts, etc. 

Other duties as assigned within reason. These duties might include but are not limited to:

• Trouble shooting hardware or software issues as necessary.
• Fill in where needed- delivering meals, check-in, core team.
• Client or Volunteer communications via print, eblasts and social media.

Must be comfortable working at a desk for most of the day.

This is not meant to be an all-inclusive list of duties. We run a small office, and sometimes it will be necessary to assist with duties normally covered by your colleagues.

After 90 days, this position will be able to perform all daily operations.

Qualifications & Skills:

High school diploma

Able to pass criminal & motor vehicle background checks

Customer Service experience- minimum of 2 years

Experience working with older adults or vulnerable populations- minimum 1 year

Compassionate and knowledgeable in working with volunteers and older adults

Software skills- MS Office 365, database management software (we use ServTracker)

We also use Constant Contact & Canva

Able to work outside in inclement weather & walk 100-200 yards carrying 20 lbs of weight multiple times

Reliable transportation of your own

Familiar with Fort Collins and surrounding areas

Comfortable communicating in one on one as well as group settings with all types of people in person, on the phone, and via email

Demonstrate customer service while maintaining MOWFC protocols and best practices

Fast paced work environment: flexible & able to manage ongoing changes while remaining calm

Experience in any of the following is a plus: written communications, social work, social media

Anti-discrimination Policy 

Meals on Wheels for Fort Collins does not and shall not discriminate based on race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include hiring and firing staff, selecting volunteers and vendors, and providing services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. 

Meals on Wheels for Fort Collins is an equal opportunity employer. We will not discriminate and will take affirmative action measures to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, upgrading, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran's status, sexual orientation, gender identity or gender expression.

Job Type: Part-time

Pay: $19.50 - $21.50 per hour

Expected hours: 30 per week

Benefits:

• Paid time off

Schedule:

• Day shift
• Monday to Friday
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 2 years (Required)

Ability to Relocate:

• Fort Collins, CO 80524: Relocate before starting work (Required)

Work Location: In person