Client Services Manager

General Summary and Objectives
The Client Services Manager (CSM) will be responsible for the coordination, implementation, promotion and management of client related services.
This role will be responsible for management and oversight of the entire client experience, from first point of contact to follow up and after appointment engagement
This position will be responsible for the implementation and oversight of client service initiatives to attract, market, reach out, entice and schedule abortion minded women.
The ultimate goal of this role is to engage and successfully schedule as many abortion minded women as possible into our facility for education and services, with the end result of influencing women to choose life
The CSM is a constant presence during daytime hours in order to: manage the flow of scheduled appointments and walk-ins, provide live "in-shift" development opportunities for client advocates, take phone calls and respond to Choose Life Marketing inquiries, will assist with scheduling and greeting clients.
Duties and Responsibilities
Counseling
Either initiates a first point of contact by phone call, text or email or designates volunteer staff to perform this task.
Executes the direction of volunteer staff in serving the clients and families that come to our Pregnancy Center for assistance with positive alternatives to abortion and help with pregnancy-related services. All information, educational programs, and services are to be consistent with the tenets of the Catholic Church regarding the gifts of human life, sexuality, marriage and family. As such this excludes dissemination of information on abortion resources, artificial birth control, and sterilization.
Assists The Client Engagement Manager in providing information about resources to assist clients with services of need, ex, housing, Medicaid etc.
Makes appropriate follow-up phone calls to clients, or designates Client Advocates to perform these tasks.
The CSM is capable of assisting in a variety of client situations, including circumstances where volunteers may not be able to provide the scope of assistance a client may need. A pastoral tone of leadership is vital in this position. Familiarity with referrals and policies is also necessary. The CSM is able to discuss difficult client situations and offer additional support to the volunteers.
Coordinates with staff and volunteers to assure clients are treated with respect at all times and provided with excellent services.
Demonstrates strong leadership by promoting harmony modeled after Christ's example; serving clients and volunteers effectively and lovingly while supporting and promoting the PCW mission.

Administration
Assists in the development of goals, objectives, policies, processes, and budgeting for client services initiatives, including marketing, operational procedures, evaluation of services and measurement of performance and effectiveness parameters
Assists in creating new and innovative ideas and proposals to keep clients engaged and interested in pursuing good and virtuous living situations and habits, example - advising and encouraging clients to enroll in BrightCourse lessons on healthy living and life skills, Bible Studies etc.
Collects and maintains appropriate information, records, reports related to client services (client records and volunteer information/records), and follows policies and procedures, including confidentiality and HIPAA standards and guidelines. This includes developing/updating forms; collecting, recording and reviewing data; generating reports and proposing recommendations based on information; will make suggestions regarding changes to related policies and procedures as needed.
Administers volunteer online scheduling and monthly calendar.
Performs special projects or tasks as assigned by the ED.

Volunteer Relations
Recruits and manages volunteers as needed to staff and execute comfortably the implementation of services to clients.
Ensures that adequate staffing levels are scheduled for all shifts to enable PCW to provide excellent customer service to clients.
Creates and manages a scheduling process to ensure adequate coverage is confirmed and provided.
Implements and reviews a Client Advocate attendance and scheduling plan to ensure commitments are being made and complied with.
Evaluates volunteer Client Advocate Staff on performance and offers additional training and support when necessary to ensure confidence, competence and comfort level in the role
Meets with Client Advocates who are not regularly working at least one shift a month, will encourage Client Advocates to work at least 2 shift a month to ensure skill levels and competencies are being maintained, this can be flexible based on the discretion of the CSM.
Coordinates volunteer recruiting efforts in and out of the Center. Conducts tours for community visitors and Major donors. Communicates with and recruits potential volunteers. Considers and develops ongoing new venues of recruiting. Attends community functions to broaden recruiting opportunities.
Oversees the development and execution of a recruiting plan that includes contacts, materials and tools necessary for an effective and sufficient recruiting effort.
Oversees the recruiting and selection process to obtain appropriate and sufficient number of qualified volunteers necessary to provide client services. Recommends and implements changes to process to maintain number and quality of volunteers needed.
Seeks to increase community awareness and increased cooperation between agencies and various community organizations in meeting the unique needs of our clients to prevent duplication of services. Promotes quality of services, facility, staff and client consultants through ministry and community functions.
Works with the ED to supervise volunteers, this supervision will include monitoring, supporting, retaining and disciplining in an effort to maintain an atmosphere conducive to effective client services and supporting the mission of PCW.
Resolves conflicts in a Christ-like and respectful manner with the goal of restoration and reconciliation among volunteers, staff and/or clients.

Volunteer Training
Assists with the Coordination and implementation the training, both instructional and hands-on shadowing of new Client Advocate Staff.
Assists the ED with the Development, implementation and evaluation of new volunteer training that includes: policies, documentation and record-keeping, programs, phone and other communication protocols, client intervention protocols, cultural sensitivity, and other pertinent information.
Updates training programs to stay current with the changing dynamics within the pro-life movement
Develops, updates, and maintains training materials (including the writing of a Volunteer Handbook).
Ensures timely training structures that promote immediate engagement with the Client Advocate Role, ex. ensuring that new Client Advocate Trainees are scheduled for shadowing opportunities after their second classroom instructional training session
Engages new Client Advocates through the training and onboarding process by following up and inquiring about their experiences.
Assists at the bi- yearly training sessions for all Client Advocates Assists with the development, coordination and implementation of continuing education -this includes informing/educating volunteers regarding relevant developments in the community, government, education, changing client demographics and needs, changes in programs and policies, social service agencies affecting our ministry to clients, and providing opportunities for personal and professional growth.
. Works closely with Executive Director to maintain and create best policies and procedures regarding to client service programs

Direction/Authority
The CSM serves under the direction of the Executive Director. The CSM provides leadership for the organization in the areas of client services and engagement. Manages volunteer staff assigned to these specific roles.
Qualifications
Administrative Skills
Program development ability; skills to develop and evaluate current and follow up programs; will administer and manage volunteer staff
Excellent oral and written communication skills to communicate effectively with multiple audiences (mostly clients and volunteer staff, and other staff at the center)
Excellent interpersonal skills to train, manage and influence volunteers.
Will provide support to enable PCW to pursue new projects and initiatives or further develop existing ones
Self-starter with good judgment, integrity and excellent administration and organizational skills.
Willingness and ability to carry out the mission of Pregnancy Center West, Inc. and serve clients and volunteers
Willingness and ability to share the gospel of Jesus Christ by word and example.
The above describes the general nature of the job and is not an exhaustive list of all duties, responsibilities, knowledge, skills, abilities, and working conditions.

Experience and Qualifications
Must be passionately pro-life and possess a deep understanding of the PCW mission.
Willingness and ability to serve clients and other PCW constituencies (including other staff, donors, vendors, etc.) in a way that adheres to Catholic principles and supports and promotes PCW life-affirming ministry.
Bachelor's Degree or equivalent job related experience, preferably in education, sonography, social work, psychology or related service field.
Analytical ability to participate in development of policy and procedures, formulate goals, resolve complex management situations and evaluate staff needs and quality of client service.
Excellent oral and good written communication skills to relate to professional, medical, church and social service organizations, as well as volunteers, clients and donors.
Excellent interpersonal skills to train and supervise volunteers, work with clients and influence general public.
Self-starter with good judgment and integrity.
Willingness and ability to demonstrate commitment to PCW mission in the execution of position responsibilities.