Responsable de Soporte al Cliente

Ascend Justice; Chicago (IL); Hybrid; USD 65,000 - 95,000; Full time

Benefits offered by this job

FSA Health, Dependent Care, & Commute

401(k)

Dental insurance

Health insurance

Paid time off

Job summary

Ascend Justice seeks a senior program leader to oversee client support services and supervise Coordinators and interns. The role focuses on delivering high-quality client services, equity in caseloads, and collaboration with partner agencies.

Responsibilities include program administration, staff development, and external training. The position supports housing and financial assistance access while maintaining trauma-informed practices across services.

Qualifications

• Bachelor’s degree in a relevant field is required.
• Proficiency in Microsoft Word and Excel is expected.
• Bilingual in English/Spanish and/or another language is preferred.

Responsibilities

• Oversee delivery of client support services and supervise staff.
• Develop and monitor metrics for success and client outcomes.
• Build relationships with partner agencies and coordinate internal referrals.
• Translate/interpret for clients and attorneys as needed.
• Direct program administration tasks such as training materials and forms.

Skills

Bilingual English/Spanish

Excellent communication

Time management

Education

Bachelor's degree in a relevant field

Tools

Microsoft Word

Excel

Job description

Benefits:

• FSA Health, Dependent Care, & Commute Plan


• 401(k)


• Dental insurance


• Health insurance


• Paid time off

Remote or telecommuting:

This position is approximately 40-50% in person, 60-50% remote, but these proportions are subject to change.

Supervised by:

Managing Director of Immigration & Client Support Services

Supervises:

Client Support Coordinators, Public Benefits Coordinator

Status:

Full-time

Essential Responsibilities

Program Management (approximately 50% of the position)

• Oversight and management of the delivery of client support services.


• Ensure high quality of client services through client support training and supervision.


• Build and maintain relationships with partner agencies.


• With the Managing Director of Immigration & Client Support Services, develop and monitor metrics for success, including implementation of client assessment tools, recording outcomes, and developing a system for managing caseloads and setting priorities


• Process internal referrals and assign cases to staff


• Monitor CSC caseloads with an eye toward equity, agency capacity, and balance of competing responsibilities


• Schedule / run Client Support team meetings


• Participate in hiring staff and relevant interns; supervise interns and/or volunteers as needed


• With the Managing Director, lead assigned staff; conduct supervision and evaluations; conduct necessary disciplinary, terminations, and other personnel actions in accordance with personnel policies


• Provide ongoing mentoring, including strategic growth for assigned staff and monitor individual work plans


• Actively participate in external committees and meetings


• Perform external training, as requested, for partners and other organizations


• Translate/interpret for clients and attorneys as needed


• Collaborate with other programs for special projects for client support, including but not limited to planning, executing, staying updated, and responding to client needs and tangible supports

Direct Client Services

Direct Client Services (approximately 30% of the position)

• Manage a small caseload of ongoing cases when necessary that require continuous support for accessing housing, financial assistance, safety planning, and additional resources.


• Provide support for Coordinators in the program with emergency cases, coverage during time off, or when the program is at capacity, including some in-person coverage at the Order of Protection Program.


• Direct Client Services include:


• Support Ascend Justice clients through safety planning, information, and advocacy.


• Maintain strong communication with clients of Ascend Justice across all divisions.


• Deliver all services according to principles of trauma-informed care.


• Maintain client files, opening and closing cases according to agency procedures


• Record all client communications in Legal Server.


• Support holistic delivery of client services through clear and timely communication with clients, colleagues, and external stakeholders.


• Connect clients to resources necessary to overcome barriers to safety.


• Make timely and appropriate internal referrals, including a written record of known client support needs


• Assist clients with applications for financial assistance.


• Assess and refer clients for public benefits enrollment assistance

Direct Program Administration

Direct Program Administration (approximately 20% of the position)

• Develop training materials for CSC staff and interns


• Develop, review and modify client assessment tools


• Develop, review and modify CSC internal and client facing forms


• Develop and maintain case filing system

Other Responsibilities

• Protect the organization by keeping information confidential.


• Actively participate in required staff meetings and trainings.


• Keep abreast of the field by maintaining networks, participating in professional organizations.


• Perform administrative duties as needed including filing, copying, sorting, mailing, etc.


• Perform other duties as assigned by the supervisor.

Work Environment

• This position is approximately 40-50% in person, 60-50% remote, but these proportions are subject to change.


• Our offices, including the Domestic Violence Courthouse, are fully accessible. Some work at off-site locations may be required, and those may not necessarily be fully accessible.


• Evening, weekend, and overnight work/travel may occasionally be required.


• This role routinely uses standard office equipment such as computers, phones, and scanners. Employees are regularly required to talk, hear, see, and communicate effectively via computer.


• Smoke- and drug-free environment.

Qualifications

• Bachelor’s degree in a relevant field required


• Minimum of three (3) years of relevant experience


• Bilingual in English/Spanish and/or another language preferred


• Must have completed or be willing to complete 40-hour Domestic Violence training


• Ability to work with people of diverse backgrounds who are in crisis


• Knowledge of or experience with working with survivors of gender-based or intimate partner violence


• Demonstrated ability to work with diverse populations


• Familiarity with principles of trauma-informed care and willingness to complete additional training


• Ability to communicate effectively with people in crisis


• Ability to work in a fast-paced legal environment


• Excellent communication and time management skills


• Strong attention to detail


• Strong self-motivation and ability to manage multiple tasks and deadlines in a hectic work environment.


• Strong written and oral communication skills


• Sensitive listener with the ability to explain complex concepts


• Basic computer and office skills, including proficiency with Microsoft Word and Excel


• Sense of humor

As part of the hiring process, pre-employment verification of reference checks may be conducted internally by the agency. We do not utilize third-party vendors for these verifications.

Ascend Justice is an equal opportunity employer and seeks to employ qualified individuals based on individual merit. Ascend Justice does not discriminate against any individual with respect to the terms and conditions of employment based on that individual’s race, sex, age, religion, color, national origin, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, housing status, or any other non-merit factor protected under state, local, or federal laws. Equal Employment Opportunity applies to all personnel actions such as recruiting, hiring, compensation, benefits, promotions, training, transfer, termination, and opportunities for training. Ascend Justice is committed to a fair and equitable workplace where everyone is a respected and valued member of the team. Applicants/clients wishing to lodge a complaint about discrimination in the provision of services can do so by contacting the Illinois Criminal Justice Information Authority. The ICJIA nondiscrimination policy can be found on the ICJIA website at http://www.icjia.org/grants/grant-resources. Applicants can also send complaints via e-mail to [e-mail]

Flexible work from home options available.