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Client Services Director

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Position
Client Services Director
Type
Full-time
Organization
Pathway to Hope Pregnancy Care Center
Location
Cincinnati, Ohio
Job Summary

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/.)

 

Job Description

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:

  1. Formulate and revise operational policies and procedures necessary for consistent client services with Executive Director approval.
  2. Oversee scheduling of client-service related volunteers, ensuring volunteers or staff are available when clients are scheduled.
  3. Maintain volunteer files, including documenting onboarding checklist, annual evaluations, and coaching recommendations.
  4. 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.
  5. Maintain schedule for all volunteer teams.
  6. Maintain monthly volunteer communication (Pathway Points).
  7. Maintain consistent contact with volunteers (text, phone calls).
  8. Review client files on a regular basis, ensuring accurate documentation and offering suggestions and encouragement to volunteers.
  9. Oversee monthly and annual statistics reporting statistics to ED on or before the 10th of each month.
  10. Report on Ohio’s Parenting & Pregnancy Grant expenses and statistics by the 10th of each month.
  11. Provide oversight for the Let’s Talk emails and follow up as needed.
  12. 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
  13. Maintain current background checks for all volunteers.

 Client Services:

  1. Lead prayer at the beginning of each volunteer shift.
  2. 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.
  3. Evaluate, select, and maintain necessary educational materials, resources, and referrals for client use in collaboration with the Executive Director and medical staff.
  4. Provide advocacy and services for clients when volunteers are not available, including sharing the Gospel when appropriate.
  5. Evaluate, update, and implement programs, curriculum, and services provided to Pathway clients, as needed.
  6. Meet periodically with the medical team to support and collaborate to ensure a unified approach to client care.

 Training:

  1. Conduct ongoing volunteer training (i.e., Before You Decide training).
  2. Conduct and supervise the training of new volunteers in the Center.
  3. Recruit, train, and nurture seasoned volunteers to assist with training incoming volunteers.
  4. Support the training of staff in client care as requested by the ED.
  5. Maintain and update all training materials (including Volunteer Handbook) for ministry areas of supervision.

 Volunteer Management:

  1. With ED support, select, interview, and onboard volunteers.
  2. 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.
  3. With the support of the Leadership Team, plan, organize, and facilitate annual volunteer appreciation and recognition (in April).
  4. 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.
  5. Provide ongoing coaching for direct reports as well as volunteer teams through regular one-on-one meetings.
  6. Support major fundraisers in selecting volunteers for Father Services Dinner and Banquet in collaboration with the Director of Outreach & Development.
  7. Assess the ongoing performance of volunteers on an annual basis and follow biblical principles for conflict resolution when the need arises.
  8. Ensure that volunteers are familiar with and able to follow PTH’s policies and procedures.
  9. Supervise data entry, including client forms, charting, and accurate input by the data entry team.

 General:

  1. With support of the ED, determine Center closure in the event of inclement weather.
  2. 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.
  3. Oversee weekly trash/recycling, ensuring trash/recycling is taken out weekly and receptacles are taken to the curb every Tuesday.
  4. Attend weekly consulting time with the Executive Director to relate program needs, problems, goal setting and implementation.
  5. Attend meetings regularly with the Leadership Team (Executive Director & Director of Outreach & Development).
  6. Communicate to the Director of Outreach & Development when client supplies (i.e., diapers, wipes, formula) are needed for digital donor appeals.
  7. 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.
  8. Participate in community relations activities such as representing the Center on councils, coalition meetings, health fairs, as deemed necessary by the ED.
  9. Attend training, conferences, or continuing education opportunities as indicated by the ED.

Assignments not specifically stated above as requested by the Executive Director.

Thank you to our sponsors and partners

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