Client Services Administrative Coordinator

Position Title: Administrative Coordinator - Client Services

Candidate: TBD

Department: Client Services Program

Supervisor: Associate Director of Client Services

FLSA: Full-Time/Hourly/Non-Exempt

Salary Range: $30.00 per hour

Effective Date: A S A P

OUR IMPACT

For over 50 years, Samaritan House has been leading the fight against poverty in San Mateo County. We’re the

only organization that delivers the full breadth of essential services and personalized support to the working poor.

By ensuring our clients are fed, clothed, healthy, and housed, we help them create their own stability and remain

an active, successful part of our community. After all, an enduring community is only possible when every person

has the resources they need to live.

OUR CULTURE

We’re passionate about providing our employees with a supportive work environment and experiences that help

them grow. We offer excellent opportunities for individuals with proven strong, creative, results-driven leadership

skills and stellar work ethics. We welcome candidates who love working with people of diverse backgrounds and

want to make a difference by fostering community care for our neighbors in need.

YOUR IMPACT

Under the direct supervision of the Associate Director of Client Services, this position is responsible for providing

daily administrative support and intake services to our clients/constituents. The provision of excellent customer

service in all aspects of the job is highly emphasized in this position. The majority of our constituents are Spanish

speaking people therefore all services for this position must be delivered in both Spanish and English with

excellent proficiency. This position will manage all reception functions, all general front office functions and

assigned intake functions for client services. The Client Services Administrative Coordinator must ensure all

services are delivered in an efficient and timely manner in accordance with our Agency’s values. As the first point

of contact for our clients, this position will ensure a safe, organized, compassionate and welcoming atmosphere

for our Client Services Reception area. As assigned this position will be assigned duties offsite for program support

or other programmatic work within the dept. During the Holiday Season while the Holiday Program is active this

position is expected to provide support as assigned by the Associate Director of Client Services. As a result, if the

aforementioned, this position is expected to maintain high level of flexibility with scheduling to include occasional

hours during early morning, evenings, weekends, and holidays. The ability to travel between sites in San Mateo

County is needed for this position

JOB QUALIFICATIONS

Please note our preferred and in some cases required qualifications for this position:

EDUCATION:

 AA Degree in social or human services or related field preferred. Related experience may substitute for

educational requirements.

EXPERIENCE:

 Two years working in an administrative or customer service role in a non-profit/human services program

including high volume general reception and telephone call management.

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KNOWLEDGE, SKILLS, AND ABILITIES:

 Bilingual and Bicultural English/Spanish candidate required. Experienced with how to communicate,

speak, read, write, translate in both English and Spanish.

 Excellent computer proficiency: experienced with all programs in Microsoft Office Suite and Windows-

based operating systems; ability to learn new computer databases. Familiarity with HMIS, Clarity,

SalesForce and related data entry is highly desirable.

 Strong administrative, adaptive, multi-tasking and organizational skills. Strong attention to detail and

ability to produce excellent and timely quality work is required. Ability to successfully manage time,

prioritize work, and alter priorities in a fast paced and ever-changing work environment.

 Clear understanding of professional boundaries with high-risk clients and other agency constituents

under all circumstances as well as the ability to ensure and maintain confidentiality in all aspects of work

 Excellent interpersonal and emotional intelligence skills required. Must be able to regularly interact

effectively, compassionately and empathically with all constituents of diverse back- grounds and in

various states of tension. Must be able to maintain positive relationships with constituents.

 Ability to maintain professionalism and deliver excellent client service under all circumstances. Must be

able to engage, maintain and build relationships with new and current constituents. Ability to work

independently and with teams.

 Must have understanding and ability to comply with any agency regulations, policies and procedures

demonstrated through compliance efforts and activities.

 Excellent record keeping skills. Ability to maintain all work and associated files current. Strong and timely

data entry skills.

 Ability to conduct all business within agency values, professionalism, high level of ethics and high

integrity; ability to exercise appropriate judgment and timely decision making under various conditions

is required.

 Excellent Initiative and ability to work independently and within a team. Ability to proactively identify

challenges and have a resourceful and solutions-based approach to challenges. Must be able to manage

and de-escalate problem situations successfully.

 Candidate must be able to regularly travel between the Agency’s various sites as needed; valid driver’s

license, proof of insurance, good driving record and a registered vehicle.

 Flexible schedule required to work early mornings, days, evenings, weekends or holidays as assigned.

PHYSICAL REQUIREMENTS AND BACKGROUND CHECK

References will be conducted by Samaritan House prior to employment. CES and Shelter staff will undergo formal

criminal record background checks. You must have the physical, visual and auditory ability to perform the

essential functions of the job, ensure a safe/secure work environment and respond to any emergencies with or

without reasonable accommodations. Work involves occasional travel. Regular and repeated use of motor

coordination and hand motions for computer data entry and writing. Extended periods of sitting. Must be able to

focus on single or multiple subject matters for extended periods of time. Candidate should have the physical

ability to occasionally lift and/or move items (approximately 15 lbs.). Occasional sitting, walking, carrying,

reaching, speaking, listening for extended periods of time. Work environment can be high stress and fast paced

due to crisis intervention.

ESSENTIAL FUNCTIONS OF THE JOB

1. Provide excellent quality and timely administrative support services to client services constituents with

safety, compassion and effectiveness.

a. Manage reception: Provide courteous, professional and compassionate reception; ensure

reception area is kept safe, professional looking and clean; answer high volume telephone calls;

check voicemails and take messages; direct phone calls to appropriate personnel; schedule case

manager appointments

b. Administrative support: Manage general office duties including but not limited to maintaining

program and office supplies; general data entry, file and record keeping; maintain office

machines; support department team as needed; manage staff calendars; ensure all office and

shared spaces are maintained safe and clean; run any requested database reports; scan and

upload any hard copy documents into appropriate client services folders in the Agency’s cloud

or Salesforce system; collaborate with supervisor to improve or streamline administrative

service systems for client services.

c. Provide excellent customer services- Engage directly with clients/visitors to determine needs;

ensure appropriate identification has been received from client; trouble shoot and redirect as

needed; answer inquiries and provide information regarding Agency services

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2. Assist in intake services as needed - Determine appropriate direction to be taken for clients within

program or provide referrals to external resources or provide agency information to appropriate

program.

3. Perform tasks to support the Holiday Program as assigned. As assigned by supervisor this position will

support the department’s efforts within the Annual Holiday Program. This may cause some redirection

of day-to-day work normally done throughout the year.

4. Assist with training and supervision as needed of assigned program volunteers

5. Sustained professional boundaries with all agency constituents.

6. Maintain confidentiality and perform all work with high integrity, ethics and within Agency values.

7. Communicate effectively and timely in all aspects of the job.

8. Assess personal safety in each interaction and undertake due diligence in maintaining personal safety.

9. Conduct all business and work within federal, state, county, municipal, industry and agency regulations,

policies and procedures.

10. Represent the organization in a professional and courteous manner at all times internally and externally.

Remain a resource to entire Agency.

11. Report and complete any necessary incident reports within 24 hours. Review the incident report(s) and

discuss with Client Services Manager, as needed.

12. Attend trainings and meetings as assigned including, but not limited to, dept. meetings/training, all staff

meetings/training, and others as required.

13. Other duties as assigned.

HOW TO APPLY

Interested candidates for this position will be required to submit a cover letter and resume to:

SAMARITAN HOUSE HR Specialist/Recruiter

4031 Pacific Blvd. San Mateo, CA 94403

E-mail: [email protected] Via facsimile: (650) 294-4336

No phone calls, please! Samaritan House is an equal opportunity employer. Because of the volume of

applications Samaritan House receives, we regret we are not able to respond to every applicant

individually. If your skills and experience are a good match for this position, we will contact you for an

interview.