Client Support Representative

Description

The Client Support Representative serves as a staff member at the will of Domestic Violence Intervention Services (DVIS). The Client Support Representative provides professional administrative support services for TH & RRH staff and clients.

· Priority 1: Equity and Inclusion

· Reflect and understand how identities could give advantages in the workplace—even if they are not asked for or earned—while others might experience disadvantages. Reflect on how our position and power may shift depending on the environment, the people, or the institutions at play. Build the awareness and compassion that is needed and expected to create an equitable and inclusive workplace.

· Create an inclusive environment and behave in a way that ensures that clients and employees feel embraced, no matter what their cultural orientations are, respected and valued, engaged, and connected to the community, and safe from abuse and harassment.

· Maintain and promote a philosophy of customer service consistent with the goals of DVIS. Be sensitive to client service issues and flexible enough to respond to the needs of individual clients.

· Must be sensitive to cultural and socioeconomic characteristics of the service population, as well with coworkers.

· Priority 2: Confidentiality

· Adherence to all federal and state regulations regarding client services, specifically avoiding inappropriate conduct and strictly maintaining client confidentiality.

· Maintain high professional and ethical conduct towards clients, staff, and the community.

· Priority3: Administrative

· Process all applicant forms, follow up with applicants, update established tracking system.

· Support clients in submitting necessary documents for financial assistance.

· Assist clients in completing and maintaining updated Releases of Information.

· Answer incoming calls and greeting incoming visitors and clients while demonstrating exceptional customer service skills.

· Screen and route callers to appropriate parties.

· Make informed referrals to other community agencies for callers who need non-DVIS services.

· Assist in answering and documenting crisis and housing informational calls.

· Handle incoming and outgoing mail daily, ensuring it is properly distributed to current clients and employees, and returning to the sender when individuals no longer reside in the shelter program. Arrange for receipt or shipment of packages. Arrange for transport of interoffice mail between the Apache offices and TH & RRH on Monday, Wednesday, and Friday.

· Monitor office supplies, ordering as needed for all TH&RRH employees, and completing purchase requests preceding all orders.

· Monitor office equipment and arrange necessary repairs or maintenance. Assist residents in submitting maintenance request tickets in a timely manner.

· Responsible for monitoring and the accessibility of the TH & RRH most used forms.

· Responsible for ensuring available forms are the most current versions.

· Manage the office space to ensure confidentiality by staffing client cases and handling client documents.

· Provide general administrative support services for the TH & RRH employees and clients, including but not limited to scheduling appointments for the Program Manager and staff, business files, postings, handouts, and other resource materials.

· Document volunteer and intern hours to the Volunteer Coordinator monthly by the 5th day of each month.

· Keep a record of TH & RRH receipts, purchase requests and ensure these documents are sent to the finance department. Track, document, and maintain an inventory of TH & RRH resources such as bus passes and gas cards.

· Document direct client assistance in MyEvolv and Empower DB and other databases.

Requirements

Education: Associate degree required or any equivalent combination of education and/or experience.

Experience: Administrative office background. Three years of general office experience – client-oriented social services experience preferred—experience with multi-line phone systems.

Knowledge, Skills, and Abilities: Proven computer skills including Microsoft Office Suite and knowledge of database programs are necessary.

Bilingual in Spanish preferred.

Knowledge of or experience working with social justice issues, specifically intimate partner and gender-based domestic and sexual violence, and racial, class, gender, and sexual orientation issues, and intervention/prevention services strongly preferred. Requires dedication to diversity, equity, and inclusion, excellent organizational skills, written and oral communication skills, attention to detail, and ability to prioritize work and tasks. Requires adaptability to produce and meet deadlines in a fast-paced, multi-task, and changing environment, with frequent pressure related to meeting deadlines and scheduling requirements. Must be able to work independently and as part of a team. Must have good negotiation skills and can handle sensitive information with diplomacy.

Schedule Availability: Monday through Friday, 8:30 AM to 5:00 PM. Occasional extended workdays.

Licenses/Certifications: Valid Oklahoma driver's license; current CPR and First Aid certification preferred.