Client Advocate

GMHC; New York (NY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

GMHC is seeking a Client Advocate to support individuals accessing services, assist with public benefits, and coordinate resources. The role emphasizes trauma-informed, client-centered service delivery and collaboration with diverse communities in a hybrid work setting.

Responsibilities include advocacy, referrals to medical and social services, and accurate documentation using AWARDS and other systems. Strong bilingual communication and cultural humility are required.

Qualifications

• High school diploma or GED required; bachelor’s degree preferred.
• Bilingual (Spanish-speaking) ability is essential.
• Experience in direct client services and social services favorable.

Responsibilities

• Provide information, referrals, and linkage to medical, housing, and social services.
• Assist clients with applications and renewals for public benefits (Medicaid, SNAP, SSI/SSDI).
• Document client interactions accurately using internal systems.
• Monitor progress and conduct follow-up to ensure engagement.
• Support crisis intervention and coordinate with partners.

Skills

Bilingual English/Spanish

Active listening

Interpersonal skills

Critical thinking

Trauma-informed approach

Documentation accuracy

Independent work

Cultural humility

Education

High School Diploma or GED

Bachelor’s degree in social work or related field preferred

Tools

AWARDS database

Microsoft Office Suite

Public benefits portals navigation

Job description

The Client Advocate serves as a key point of support for individuals accessing services through GMHC. This role provides direct client assistance, advocacy, resource coordination, and support to all GMHC clients. The Client Advocate helps clients navigate healthcare, housing, benefits, and social service systems while promoting self-sufficiency, dignity, and improved quality of life.

Essential Job Functions

The Client Advocate will be responsible for the following duties:

Client Advocacy, Referrals and Support

• Provide information, referrals, and linkage to medical care, mental health services, substance usetreatment, housing resources, and other community-based services.
• Assist clients with applications and renewals for public benefits, including Medicaid, SNAP, SSI/SSDI, and housing assistance programs.
• Monitor client progress and conduct follow-up contacts to ensure successful service engagement.
• Support clients in crisis situations by providing immediate assistance and connecting them to appropriate resources.
• Remain informed about HIV/AIDS-related issues, community resources, and changes in public benefits and healthcare systems.

Documentation & Reporting

• Accurately document all client interactions and services using internal tracking systems (AWARDS).
• Participate in internal program reviews, data quality checks, and ensure compliance with funder/agency reporting standards.
• Assist in the collection of client feedback through surveys to support program evaluation and quality improvement.
• Maintain relationships with external partners to support program accessibility and success.
• Participate in team meetings, staff trainings, and collaborative planning to improve service delivery.
• Adhere to all agency and funder policies including documentation, confidentiality, communication, and conflict resolution protocols.

Requirements

Special Skills and Knowledge

In addition to the above-listed job responsibilities the ideal candidate for this position possesses most or all of the following:

Required

• Strong understanding of barriers to healthcare and entitlement access for underserved and marginalized communities.
• Experience working in a fast-paced, data-driven, performance-based environment.
• Ability to work independently and think critically to support program goals.
• Exceptional active listening skills and interpersonal skills, with the ability to communicate effectively and professionally across diverse audiences.
• Experience working with vulnerable populations, including individuals with chronic health conditions, HIV/AIDS, substance use disorders, mental health challenges, limited English proficiency, or lack of insurance.
• Ability to work effectively and efficiently within an interdisciplinary team.
• Commitment to providing trauma-informed, culturally responsive, and client-centered services.
• Cultural humility and demonstrated ability to work effectively with diverse communities, including individuals with complex health and social service needs, and LGBTQ+ populations.
• Bilingual (English/Spanish) fluency, with the ability to clearly communicate complex information to clients and community partners.

Preferred

• Background working with non-profit agencies, public health programs, or work on behalf of LGBTQ+ communities and/or people living with HIV is highly desirable.
• Experience with other historically marginalized communities (in a professional or volunteer capacity) is also desirable.

Education and Certification

• High School Diploma, G.E.D., or H.S.E. or equivalent required.
• Bachelor’s degree in social work, Human Services, or a related field preferred.
• Must be bilingual (Spanish-speaking)
• 1-2 Years of experience providing direct client services.
• Knowledge of public benefits, healthcare systems, housing resources, and community-based services.

Technical Skills

The ideal candidate should have the following technical competencies to effectively manage case documentation, reporting, and client services:

Basic Proficiency in Microsoft Office Suite, including:

• Outlook (email communication, scheduling, and coordination with clients and partners).
• Word (creating documentation, educational materials, and official correspondence).
• PowerPoint (preparing presentations for internal and external stakeholders).

Experience with electronic enrollment and data tracking systems, such as:

• AWARDS (internal database)
• Data entry and management to ensure contract deliverables are accurately recorded.

Familiarity with government and public benefit systems, including:

• Social Security, Medicaid, Human Resources, HASA and other related programs.
• Ability to navigate online portals to assist clients with applications and document submissions.

Strong documentation and compliance skills, ensuring:

• Accurate and timely entry of service data aligned with contract and funder requirements.
• Confidentiality and compliance with HIPAA and data privacy standards.

This is a hybrid position requiring a mix of:

• In-office duties, such as team meetings, training, and data entry/documentation.
• Remote work, as determined by the supervisor based on program needs and outreach schedule.
• Participation in the annual AIDS Walk New York event is mandatory for all GMHC staff.

Physical Demands

While carrying out the responsibilities of this role:

• Travel & Mobility: Frequent travel Manhattan is required for outreach, enrollment events, and community presentations. This may involve walking between locations, navigating public transit, and visiting sites that may not be fully accessible.
• Physical Activity: The role requires occasional standing and moving around during events or presentations. Occasional lifting, transporting, or carrying outreach materials or equipment (typically up to 25 pounds) may be required.
• Sitting: The position predominantly involves sitting for extended periods, which is typical for office environments. The employeewill be required to maintain this position while performing most of their daily tasks.
• Communication: Regular participation in conversations is necessary. This involves both speaking and actively listening to colleagues, clients, and external partners during meetings, presentations, and one-on-one discussions.
• Note-Taking & Documentation: The ability to listen attentively and take detailed notes during meetings and other communicative sessions is crucial. This often requires a high level of focus and manual dexterity to write or type for prolonged periods.

GMHC supports a racially and gender-diverse environment which contributes to a positive and inclusive atmosphere. Working at GMHC requires a demonstrated awareness of and commitment to the concerns of the breadth of the communities that we serve. GMHC is committed to fostering an inclusive, racially, and gender-diverse workplace and seeks candidates who are dedicated to promoting equity and social justice within our community.