Client Support Specialist

Children's Advocacy Center of Kent County; Grand Rapids (MI); On-site; USD 35,000 - 40,000; Full time

Job summary

The Children’s Advocacy Center of Kent County seeks a Client Support Specialist to provide a welcoming, trauma-informed front desk experience for children, families, partners, and visitors. This in-person role supports client services, intake, scheduling, records, and other Center operations with a focus on safety and client-centered care.

The position reports to the MDT & Intake Supervisor and requires strong interpersonal skills, organization, and proficiency with office technology.

Qualifications

• Strong interpersonal and communication skills.
• Ability to manage multiple priorities and remain calm.

Responsibilities

• Welcome children, caregivers, interpreters, partners, and visitors and provide professional, trauma-informed assistance.
• Support client check-in, paperwork, and other front desk needs.
• Communicate calmly and professionally with clients, caregivers, and callers.
• Maintain confidentiality and timely communication of client needs to staff.
• Support a welcoming, organized lobby and manage calendars as assigned.
• Serve as primary intake coordinator and assist with paperwork and service coordination.
• Answer and direct phone calls and other communications.
• Review and organize client and administrative documentation for accuracy.
• Provide general administrative support to Center programs and staff.
• Maintain client filing and record systems per confidentiality requirements.
• Enter and maintain client and survey data in applicable systems.
• Maintain community resource information for timely connections to services.
• Support projects involving records, materials, volunteers, tours, and activities.
• Follow building access procedures and support secure entry.
• Monitor lobby activity and safety procedures.
• Coordinate replenishment of supplies as needed.

Skills

Interpersonal skills

Communication

Organization

Calm under pressure

Office technology proficiency

Education

Associate or Bachelor degree in human services or related field

Tools

Client/case management systems

Job description

Client Support Specialist

Classification: Non-Exempt

Position Type: Full-time, In-person;

Monday-Thursday 8:30am-6pm, Friday 8:30am-12:30p

Reports to: MDT & Intake Supervisor

Hourly Wage: $17.00 - $19.00

Position Summary:

The Client Support Specialist provides a welcoming, trauma-informed, and organized experience for children, families, partners, and visitors to the Children’s Advocacy Center of Kent County. This position serves as the primary front desk contact and provides administrative support for client services, intake, scheduling, records, and other Center operations. The Client Support Specialist works closely with Center staff to support a safe, responsive, and client-centered environment

Key Responsibilities

• Welcome children, caregivers, interpreters, partners, and visitors and provide professional, trauma-informed assistance.
• Support client check-in, paperwork, and other front desk needs.
• Communicate calmly and professionally with clients, caregivers, and callers, including those experiencing distress or challenging circumstances.
• Maintain appropriate confidentiality and communicate client arrivals and needs to staff in a timely manner.
• Support a welcoming, organized, and child-friendly lobby environment.
• Manage client scheduling and calendars as assigned and related communication.
• Serve as primary intake coordinator and assist with client paperwork and service coordination as needed.
• Answer and direct phone calls and other incoming communications.
• Review, organize, and process client and administrative documentation for accuracy and completeness.
• Provide general administrative support to Center programs and staff as assigned.
• Maintain accurate and organized client filing and record systems in accordance with Center confidentiality and documentation requirements.
• Enter and maintain client, survey, and other program information in applicable systems.
• Maintain community resource and referral information to support accurate and timely connections to services.
• Support administrative and direct service projects involving records, program materials, mailings, volunteers, tours, and other Center activities as needed.
• Follow established building access and visitor procedures and support secure entry to the Center.
• Maintain awareness of activity in client and visitor areas and follow established safety and lobby procedures.
• Monitor lobby, client-area supplies, materials, and resources and coordinate replenishment or maintenance as needed.

And other duties as assigned by the President/CE0 or MDT & Intake Supervisor

Qualifications

• Associate or bachelor degree in human services, nonprofit administration, office administration, or a related field required.
• Experience in human services, nonprofit administration, customer service, child-serving systems, or a related environment preferred.
• Experience in utilizing systems to accumulate data and create reports to inform program outcomes highly preferred.
• Strong interpersonal and communication skills with the ability to interact professionally and compassionately with children, families, staff, and community partners.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities and remain calm and professional in a busy environment.
• Proficiency with common office technology and ability to learn client and case management systems.
• Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.

Work Environment & Physical Requirements

This position works in a professional office environment serving children and families impacted by abuse and trauma and may involve exposure to sensitive or emotionally challenging situations. The role includes frequent interaction with children, families, visitors, and staff in an active and sensory-rich environment. The position requires regular computer use, movement throughout the facility, and occasional lifting of up to 25 pounds. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Additional Information

This position is supported in whole or in part by grant funding and may be dependent upon continued funding.

This job description describes the general nature and level of work performed and is not intended to include every duty or responsibility. Duties may change or additional responsibilities may be assigned based on the needs of the Center.

Employment with the Children’s Advocacy Center of Kent County is at will, consistent with applicable law.

The Children’s Advocacy Center of Kent County is an equal opportunity employer committed to providing equal employment opportunities in accordance with applicable federal, state, and local laws.