Trauma-Informed Financial Assistance Coordinator

Child Care Aware; Richmond (VA); On-site; Full time

Job description

The Financial Assistance Coordinator is responsible for the professional and efficient management of the Financial Assistance program in a trauma‑informed care approach. Primary job duties include answering client questions and requests regarding assistance as well as a variety of clerical duties to support client services, dispersal of information, and the day‑to‑day operation of the organization. The Volunteer Income Tax Assistance (VITA) Coordinator is responsible for managing GoochlandCares’ volunteer income tax assistance program in partnership with United Way of Greater Richmond and Petersburg.

This role is 32 hours/week onsite at our office.

Key Responsibilities

• Responds to inquiries regarding financial assistance or potential client inquiries regarding financial assistance to check eligibility and educate on the program and process.
• Screens, assesses, and documents client’s needs, barriers, and strengths using various organizational tools.
• Instructs clients on what documentation is needed to complete the financial assistance process.
• Communicates with community partners and vendors and advises clients of services or other resources to help with their financial struggles.
• Oversees volunteer counselors and ensures client’s financial counseling appointments are scheduled, seeking required approval if needed.
• Delivers financial literacy education to clients through one‑on‑one and group formats and cultivates partnerships with volunteer professionals to support and enhance these services.
• Promptly submits requests for payment to Finance as needed.
• Oversees surveys are conducted and works with volunteers to conduct outcome surveys throughout the application process.
• Ensures process is trauma‑informed and follows up to see the impact of the Financial Assistance program.
• Maintains strict confidentiality when discussing clients, staff members, volunteers, and matters pertaining to GoochlandCares.
• Supervises and supports Financial Assistance volunteers and tracks hours as needed.
• Provides on‑call support for the Sexual and Domestic Violence program within Case Management on a rotating basis.
• Keeps supervisor well informed of activities, client interview results, and potential problems that may arise.
• Collects stories and photos from clients, staff, and volunteers frequently to demonstrate program outcomes and shares with the Development Department.
• Collaborates with the Volunteer Engagement Director to leverage volunteer participation to deliver our mission and steward our resources.
• Attends VITA trainings and successfully passes the VITA site coordinator test.
• Oversees volunteers who provide tax preparation services:
  • Provides staff leadership for each session.
  • Provides training as needed.
  • Audits all forms and processes completed by tax preparers.
  • Makes final submission of tax returns to the IRS processing center.
  • Manages all VITA filing and documentation management.
  • Develops and maintains procedures related to VITA.
• Serves as liaison between GoochlandCares and outside agencies as related to VITA.
• Completes other duties as assigned.

Required Qualifications

• 1-2 years of related experience in the human service field.
• Knowledge of basic financial literacy and basic budgeting to support clients in need.
• Fluency in Spanish and English is a plus.
• Willingness to become a notary public.
• Strong interpersonal communication and collaboration skills displaying a caring, tactful, diplomatic, and respectful attitude toward staff, volunteers, and clients.
• Ability to collaborate well with a wide variety of different people.
• Strong organizational skills and ability to adhere to deadlines with attention to detail.
• Ability to remain calm under pressure and provide care under a trauma‑informed‑care approach and DEI approach.
• Ability to maintain confidentiality at all times and manage appropriate boundaries with clients, staff, and volunteers.
• Flexibility to adapt to changing situations and schedules.
• Commitment to the mission of GoochlandCares.
• Understand that all employees participate in engaging and training volunteers to help fulfill our mission.

Technical Skills

• Microsoft Office experience is required.
• Experience working with different databases is preferred.

Physical Requirements and Environmental Conditions

• Must be able to lift up to 20 pounds at times.
• Prolonged periods of sitting, standing, typing, talking, and lifting.

$21.00 – $23.00 / hour