Client Services Specialist -40 hours/week

SUMMARY

The Client Services Specialist will provide initial client screening, refer clients to the Food Shelf, Housing, Emergency Services and EAP programs and assist client with questions and referrals to other community programs. The individual will provide a variety of advanced administrative services and office support to agency clients, staff, and Administration. This position will be the face of the agency and work at the CAP Services front desk.

ESSENTIAL FUNCTIONS - Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Welcome everyone to the agency, including clients, donors, and community members. Act as the face of the agency, by providing friendly and courteous service to everyone.
• Assist clients by checking in for programs and services. Clients may have high levels of crisis and stress.
• Provide screening for Food Shelf, Head Start, Housing, Emergency and Energy Assistance services.
• Support families and individuals with information and referral for additional resources. Maintain knowledge of all CAP agency programs and services, as well as community resources.
• Ensure adequate program materials in lobby through ordering and distribution, as well as other miscellaneous office duties.
• Work effectively to establish mutually respectful relationships with staff to ensure clients receive services which meet their immediate needs.
• Responsible for assisting clients with questions and completing applications.
• Accept incoming deliveries and contact appropriate staff. Process agency mail daily.
• Complete required paperwork and enter information into Client Track. Maintain records according to agency guidelines.
• Organize agency forms and resource material in lobby.
• Assist with opening and closing the Agency following daily procedures.
• Maintain client confidentiality.
• General clerical work for agency programs.
• Other duties as assigned.

MISION DRIVEN COMPETENCIES

• Fostering Teamwork
• Continuous Improvement
• Communication
• Building Collaborative Relationships
• Customer Centered
• Analytical Thinking
• Use of Technology and information management

MINIMUM QUALIFICATIONS

Education, Training and Experience Guidelines

High School Diploma or GED required. Minimum of one (1) year of experience in customer service or office setting. Previous experience with social service providers and organizations working with people living with low incomes and diverse populations preferred. Ability to establish effective working relationships with individuals, families and clients who may be under extreme stress due to their circumstances.

Knowledge of:

• General administrative policies and office procedures.
• Professional standards for business correspondence, writing, spelling and grammar.
• Business and personal computers, and various software applications.
• Customer service standards and community resources.
• Principles of record keeping, records retention, and client confidentiality.
• Microsoft Office programs, especially Outlook, Teams, Word, and Excel.

Skill in:

• Communicating effectively verbally and in writing with diverse audiences specifically racially, ethnically, and socioeconomically diverse communities.
• Ability to adapt communication skills to multiple cultural environments.
• Ability to de-escalate situations when needed.
• Establishing and maintaining effective working relationships with co-workers and clients.
• Planning, prioritizing, and completing assignments with minimal supervision.
• Answering questions, informing staff, and resolving problems.
• Responding professionally, effectively and efficiently to client requests.
• Operating a personal computer utilizing specialized software, and entering information into a computer system with speed and accuracy.

LICENSE AND CERTIFICATION REQUIREMENTS

A valid Minnesota State Driver’s License may be required.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

Work is performed in a standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. Mobility to drive a motor vehicle in order to attend meetings. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and heavy in person communication.

AFFIRMATIVE ACTION POLICY: Scott, Carver, Dakota CAP Agency will not deny anyone the opportunities for training or employment because of sex, race, religion, color, creed, national origin, marital status, age, sexual preference, disability or status with regard to public assistance.

The Scott Carver Dakota CAP Agency is an Equal Opportunity/Affirmative Action employer.