Client Services Director
Pathway to Hope is seeking a compassionate leader, well-organized, with demonstrated problem-solving skills and the ability to multi-task in a busy environment. The Client Services Director will play a vital role on the Leadership Team while supporting the training and supervision of all volunteers performing non-medical client services and programs. Please direct questions to hiring@pathwaytohopepcc.org. Applicants are requested to submit a resume' and application (application can be found at https://supportpathway.com/staff-openings/.)
Objectives of the position:
As an ambassador of Jesus Christ, the Client Services Director provides oversight and leadership to the Center’s non-medical client services and programs, including training and supervising volunteers.
Reports to: Executive Director
Supervises: Volunteer Teams/Head Coach of Father Services/Client Care Coordinator/Abortion Recovery Program
Status: 40 hours per week, exempt
Scheduled hours: 8 hours per day, Monday-Friday; 2nd Saturday; occasional evenings
Education & Experience: Bachelor’s degree, preferably in a helping field or related experience equivalent. Two years’ experience in a position requiring management experience or equivalent. At least 2 years’ experience in a ministry or helping field.
Qualifications
- Be a committed Christian who demonstrates a personal relationship with Jesus Christ as Lord and Savior.
- Exhibit a strong commitment and dedication to the pro-life position.
- Agree with the Center’s statement of faith, mission statement, and code of Christian conduct.
- Certified as a Compassion, Hope, and Healing facilitator (CareNet) or complete CareNet’s facilitator training provided by Pathway to Hope.
- Be able to complete CareNet’s online training courses, in-house training, and position orientation.
- Express a desire to reach at-risk clients considering abortion.
- Believe in the sanctity of all human life from the moment of conception through natural death.
- Ability to provide spiritual leadership, discipleship, and support to staff and volunteers.
- Ability to multi-task in a busy environment, as well as demonstrated problem solving.
- Ability to carry out responsibilities with little or no supervision.
- Excellent oral and written communication skills.
- Excellent administration and good organizational skills.
- Be able to respect and keep information confidential.
- Maintain a spirit of cooperation and servanthood.
- Have a working knowledge of Microsoft software (Outlook, Word, Excel, PowerPoint), Internet browsers, and database software (eKyros preferred).
Responsibilities
Administration:
- Formulate and revise operational policies and procedures necessary for consistent client services with Executive Director approval.
- Oversee scheduling of client-service related volunteers, ensuring volunteers or staff are available when clients are scheduled.
- Maintain volunteer files, including documenting onboarding checklist, annual evaluations, and coaching recommendations.
- Provide keycards for all volunteers and for staff at the request of the ED. Maintain the record of keycard distribution and appropriate inventory. Notify ED when keycard purchase is necessary.
- Maintain schedule for all volunteer teams.
- Maintain monthly volunteer communication (Pathway Points).
- Maintain consistent contact with volunteers (text, phone calls).
- Review client files on a regular basis, ensuring accurate documentation and offering suggestions and encouragement to volunteers.
- Oversee monthly and annual statistics reporting statistics to ED on or before the 10th of each month.
- Report on Ohio’s Parenting & Pregnancy Grant expenses and statistics by the 10th of each month.
- Provide oversight for the Let’s Talk emails and follow up as needed.
- Keep an accurate inventory of supplies needed for client-centered services (i.e., brochures, books, awards, office supplies). Communicate ordering needs to the Accounting Administrator or make purchases when necessary
- Maintain current background checks for all volunteers.
Client Services:
- Lead prayer at the beginning of each volunteer shift.
- Oversee scheduling of all appointments (including medical), advocacy, and services provided to clients, including the facilitation and supervision of all volunteers supporting the medical team, parenting programs, and supply visits.
- Evaluate, select, and maintain necessary educational materials, resources, and referrals for client use in collaboration with the Executive Director and medical staff.
- Provide advocacy and services for clients when volunteers are not available, including sharing the Gospel when appropriate.
- Evaluate, update, and implement programs, curriculum, and services provided to Pathway clients, as needed.
- Meet periodically with the medical team to support and collaborate to ensure a unified approach to client care.
Training:
- Conduct ongoing volunteer training (i.e., Before You Decide training).
- Conduct and supervise the training of new volunteers in the Center.
- Recruit, train, and nurture seasoned volunteers to assist with training incoming volunteers.
- Support the training of staff in client care as requested by the ED.
- Maintain and update all training materials (including Volunteer Handbook) for ministry areas of supervision.
Volunteer Management:
- With ED support, select, interview, and onboard volunteers.
- Conduct the training, equipping, encouraging, empowering, appreciating, and ongoing training of volunteer teams: advocates, cleaning crew, clothing/equipment donation team, data entry team, prayer warriors, and front desk volunteers.
- With the support of the Leadership Team, plan, organize, and facilitate annual volunteer appreciation and recognition (in April).
- With ED support, develop, implement, assess, and update the systems and processes centered around the care of Pathway clients and their experience at the Center.
- Provide ongoing coaching for direct reports as well as volunteer teams through regular one-on-one meetings.
- Support major fundraisers in selecting volunteers for Father Services Dinner and Banquet in collaboration with the Director of Outreach & Development.
- Assess the ongoing performance of volunteers on an annual basis and follow biblical principles for conflict resolution when the need arises.
- Ensure that volunteers are familiar with and able to follow PTH’s policies and procedures.
- Supervise data entry, including client forms, charting, and accurate input by the data entry team.
General:
- With support of the ED, determine Center closure in the event of inclement weather.
- Contact snow removal (shoveling, salting, and plowing) in the event of inclement weather. Ensure sidewalks and entryway are cleared and salted for clients and salting is maintained during colder weather.
- Oversee weekly trash/recycling, ensuring trash/recycling is taken out weekly and receptacles are taken to the curb every Tuesday.
- Attend weekly consulting time with the Executive Director to relate program needs, problems, goal setting and implementation.
- Attend meetings regularly with the Leadership Team (Executive Director & Director of Outreach & Development).
- Communicate to the Director of Outreach & Development when client supplies (i.e., diapers, wipes, formula) are needed for digital donor appeals.
- Collaborate with the Executive Director concerning the overall strategic planning, goals, objectives, direction, systems and processes of the Center as it relates to Client Services.
- Participate in community relations activities such as representing the Center on councils, coalition meetings, health fairs, as deemed necessary by the ED.
- Attend training, conferences, or continuing education opportunities as indicated by the ED.
Assignments not specifically stated above as requested by the Executive Director.