Client Engagement Specialist - SAFER FOUNDATION

The Safer Foundation is a social service provider to individuals with arrest and conviction records. Through a full range of services, including case management, educational instruction and advocacy, we focus on preparing individuals for the world of work by helping them find and keep productive and meaningful employment.

General Summary:

The Client Engagement Specialist is a part of an interdisciplinary team prioritizing client satisfaction, providing quality care, and coordinating care services with community offices and upholds Safer Foundation’s core values. The client engagement specialist will report to the client engagement coordinator. The client engagement specialist will be responsible for promptly responding to all incoming calls and tracking service request and outcomes, responding to questions for potential clients. The client engagement specialist will be responsible to enter potential client’s information into Salesforce, as leads.

Performance Results Description

The Position is properly performed when all essential duties and responsibilities are executed by following the Safer Values.

Exceeding Expectations, Communication and Collaboration, Integrity and Evidence Based Innovation.

Essential Duties and Responsibilities:

Stakeholder Interface and Service

• Greet and treat all clients and guests with a high level of respect and courtesy.
• Function as a client advocate by being proactive in addressing client needs and troubleshooting client concerns.
• Ensure that all incoming individuals sign-an attendance log, to keep an accurate account of who’s entering the building for all guests and clients.
• Uphold all confidentiality.
• Ensure clients’ information isn’t discussed in an open forum.
• Communicate effectively with client engagement coordinator with all client concerns or inquiries.
• Scheduling and coordinating appointments and reserving meeting rooms.

Stakeholder Outreach and Recruitment

• Promptly respond to incoming referrals and inquiries from potential clients, referral sources, Safer Return 2.0 platform, family, etc.
• Provides customer service to clients anticipating their needs and resolving their questions/concerns regarding their appointments.

• Perform other front desk duties as assigned by management.

Tracking, Document, and Reporting

• Maintain compliance with HIPAA, 42 CFR Part 2, and other privacy and confidentiality laws and regulations with respect to client’s protected information.

Required Knowledge, Skills and Abilities:

• Knowledge of customer service techniques.
• Hands-on experience and self-sufficiency with Microsoft productivity tools, including Outlook (for email), Office (Word, PowerPoint, Excel), and online collaboration tools (video conferencing, Zoom/Teams, messaging).
• Ability to troubleshoot, problem-solve.
• Ability to represent Safer Foundation in a professional manner while also being able to develop a rapport with clients from diverse backgrounds.
• Telephone etiquette skills.
• Data entry skills
• Knowledgeable about resources in the community for formerly incarcerated individuals
• Skilled in active listening and conveying information to others effectively.
• Previous experience documenting interactions, notes, and services in an electronic database system desired. Experience with Salesforce system is a plus.
• Adheres to professional values in alignment with Safer Foundation’s mission and values.

Education and Experience:

• High School Diploma and 1 years’ experience working with underserved populations.
• Previous call center or customer service experience is a plus.
• Practical knowledge of HIPAA and 42 CFR Part 2

Licenses and or Certifications: None

Safer Foundation is a drug-free workplace.

Equal Opportunity Employer/Affirmative Action/Minorities/Females/Veterans

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No Phone Calls Please