Mission Statement: Motivated by the love of Christ, we promote abundant life by providing holistic services to women and men affected by unplanned pregnancy.

Position title: Client Services Associate

Position type: Staff (full-time, salary)

Pay Range: $19/hr - $22/hr

Department: Women’s Center

Reports to: Support Services Manager

Basic function of position: The Client Services Associate serves as the first face of Alpha Grand Rapids (AGR). The incumbent performs a variety of day-to-day office and administrative tasks, including answering the phone as well as greeting and assisting volunteers, clients, employees, Board Directors, and the general public. Using Zanda, Loyverse and AB Updater software, the Client Services Associate schedules client appointments and maintains accurate client information. The client Services Associate is also responsible for making sure communication directed to the appropriate AGR staff and that the different forms of communication used by the front desk are working correctly.

Major Duties and Responsibilities

Receptionist

• Oversees entry and exit of the building via the front door
• Greets all visitors and seeks to build relationships with all stakeholders, including, but not limited to, volunteers, clients, patients, and donors
• Remind volunteers to sign in for their scheduled shifts
• Facilitates the client check in/out process (i.e., checking/scanning photo ID, confirming address and phone number in Zanda software, and make sure intake form are finalized)
• Assists with Intro Visits
• Answers phones for the Women’s Center and delivers messages to employees and volunteers
• Redirects any issues, phone or in person, to the appropriate staff member
• Transfers client calls, which may be about a variety of issues (abortion, pregnancy, referrals, etc.), to the appropriate staff member
• Answers callers’ questions about AGR programs, open days and hours
• Promotes AGR’s programs
• Check front desk email and voicemail to ensure that all communications are answered in a timely fashion
• Communicates and implements AGR policies and procedures as necessary and appropriate

Step Up support

• Builds relationships with Step Up clients and mentors
• Assists the Support Services Manager in supporting mentors
• Makes appointments for clients as needed
• Communicates with mentors about their scheduled appointments daily
• Make reminder texts or calls to clients the day before or the day of appointments if the client has not confirmed their appointment
• Manages the scheduler in the Zanda software throughout the day
• Reviews and edits the scheduler at the end of the day to change all appointments to show, no show, or canceled
• Fills in for the Support Services Manager when necessary
• Provides additional assistance to Spanish-speaking mentors and clients including relational support, referrals to community resources, curriculum options, translation, etc.

Medical support

• Scan client identification and send the required information to the medical staff
• Communicating with the Medical Team when a client arrived
• Provide a Men’s Intake when the partner accompanies the client for a medical appointment
• Maintain open communication with the Medical Team throughout the intake process and make sure they are alerted when required paperwork has completed

Administrative

• Ensures that the waiting room TV and PowerPoint presentation is working and turned on
• Supports the Support Services Manager with all Zanda software activity and data management
• Runs Zanda software reports regularly to ensure all visits are entered correctly
• Assists with mailings or general office help as needed
• Provides weekly prayer requests and monthly stories and quotes to the Support Services Manager and/or Marketing Director
• Assists with stories, quotes, photos, and videos for quarterly and annual publications and events

Volunteer management

• Communicates policies and procedures to volunteers and provides orientation for new volunteers for the Step-Up program
• Trains and manage front desk volunteers

Other

• Ensures that the Women’s Center lobby, waiting room, and parlor are clean and presentable at all times
• Provides general referrals to clients based on need (medical, food, housing, jobs, etc.)
• Promotes and attends some Alpha’s events
• Participates in all required staff meetings
• Schedules coverage at the front desk when he/she is unable to be present
• Takes part in professional development as desired, recommended, or required
• Performs other duties as assigned by supervisor
• This position is required to attend certain fundraising and volunteer events and additional events if asked. Please see the link for specific requirements. Staff Event Attendance Requirements.xlsx

Qualifications for the Position

Education: High school diploma

Prior work experience: One-two years of experience performing clerical and/or receptionist duties and responsibilities, preferably in nonprofit organizations

Language proficiency: Bilingual English/Spanish required

Skills and abilities

• Strong organizational, administrative, and managerial skills
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Strong verbal, written, and interpersonal communication skills
• Ability to handle multiple responsibilities at once, manage time well, and take initiative
• Ability to work independently and interact with other staff members
• Ability to interact well with both individuals and groups from a variety of ethnicities and backgrounds

Essential requirements

• Belief in the sanctity of human life
• Demonstrated emotional and spiritual maturity
• Committed Christian who faithfully attends a local church
• Full agreement with the AGR Statement of Faith and AGR Statement of Lifestyle
• Proven ability to respect diversity and confidentiality

Position Elements

Available guidelines: AGR Employee Handbook

Exercise of judgment: Uses independent judgment on how to manage difficult clients and how to handle calls and requests from clients and visitors in general

Nature and level of contacts: Employees, volunteers, clients, and the general public

Supervision exercised: 0-5 volunteers

Time to perform full range of duties after entry into the position: Six months

Application Process

If interested, please email or mail a resume and cover letter to:

hr@alphagrandrapids.org

Attn: Paul Curtis

Alpha Grand Rapids

1725 Division Ave S

Grand Rapids, MI 49507

For questions, please call 616.459.9955.

Minorities and persons with disabilities are encouraged to apply.

Benefits:

• 401(k) 5% Match
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person