Client Care Coordinator (Bilingual Preferred) at Ceres… · Santa Rosa

DEPARTMENT: Client Care Services

REPORTS TO: Client Care Program Manager

LOCATION: Ceres HQ / Hybrid Remote

FLSA STATUS: Regular, Full-Time, Non-Exempt

Position Summary

The Client Care Coordinator works with the Client Care Program Manager and as part of a team to support the effective implementation of the Client Program. This includes ensuring that each client's experience while on the program is positive, that the client feels supported and nourished in all ways, and that the program is running effectively. As a Client Care Coordinator, this role is the first line of contact with clients; it requires staff to be warm, compassionate, emotionally mature, and able to meet a client in one of the most difficult moments of their lives. S/he/they must be comfortable with a wide range of people, personalities, and cultures and able to interact with all clients in a way that supports their healing and education, while upholding the quality and customer service standards and annual goals of the program.

Essential Functions and Responsibilities

• Works collaboratively to support the seamless onboarding of new clients, including conducting eligibility, screening, intake and enrollment.
• Fields phone and email inquiries, assesses appropriateness for program, and responds to service-related requests.
• Completes new client intakes and all paperwork/data entry.
• Processes and enters faxed and emailed medical referral forms.
• Processes client changes such as cancellations, skips, changes in menu/servings, address, delivery day/time, etc.
• Maintains accurate and complete client information in program database.
• Coordinates and completes pre- and post-program evaluation surveys in a timely manner.
• Maintains and/or communicates sensitive and/or confidential information in accordance with HIPAA requirements and with internal policies and procedures.
• Provides input on Client Care workflows, best practices, and SOPs.
• Troubleshoots problems with client onboarding, deliveries, menu changes, etc. with other Ceres departments (e.g. accounting, culinary and volunteer teams).
• Develops and maintains supportive community relationships and referral connections and liaises with medical referral partners to gather necessary health information as needed.
• Supports outreach activities for enrolling new clients in programs, which may include networking events, community events, nonprofit fairs, etc.
• Supports and helps train client team volunteers as applicable.
• Performs administrative tasks such as filing, database reporting, emails, mailings and preparing packets of program materials.
• Attends staff and team meetings.
• Completes required trainings (e.g. HIPAA compliance, sexual harassment, trauma-informed care).
• Attends and supports Harvest of the Heart fundraising event (one Saturday per year); other weekend or evening hours may be required 1-2 times annually.
• Other duties as required and requested.

Qualifications

• Bachelor’s degree or equivalent experience.
• Bilingual in Spanish strongly preferred.
• Counseling, social work, hospice or similar training and experience a plus.
• Excellent interpersonal skills, including the ability to listen, communicate warmly and clearly and set clear boundaries.
• Excellent communication skills both verbally and in writing; comfortable speaking in front of groups.
• Must be comfortable working with people with serious illness, physical and mild-moderate mental health challenges, older adults and people of varying socioeconomic backgrounds.
• Strong organizational skills and attention to detail.
• Must be comfortable with technology and familiar with MS Office. Experience with Salesforce a plus.
• Able to demonstrate cultural competence in working with diverse populations.
• Possesses a positive attitude, brings an empowering team spirit, a high degree of self-motivation and initiative, and demonstrates integrity in the role.
• Self-aware with an ability to self-assess.
• Ability and desire to be in a work environment that values working as a team, relationships and giving and receiving honest feedback.
• A commitment to Ceres Community Project’s Mission and Operating Principles.

Physical Demands / Work Environment

The physical demands described here are representative of those that must be met by a staff member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand or sit at a workstation for an extended period of time; use hands and fingers to operate a computer keyboard and mouse; talk and hear to communicate with coworkers and clients over the phone.
• Light to moderate lifting of up to 30 pounds, bending, stooping and climbing a ladder is occasionally required.
• The work environment while in the office consists of moderate noise (i.e. nonprofit setting with office equipment, conversation from adjacent coworkers).

Operating Principles

• Heart Centered & Love Guided - We are committed to expressing love, trust, respect and integrity in our lives, work, and organization.
• Everything Matters - Nothing is left out. We work to have every action and choice lead to the greatest positive impact.
• Young People are the Future - Young People are intelligent, responsible, capable, creative, and caring, and must be central participants in shaping our collective future.
• Equitable, Diverse, and Inclusive - We commit to championing policies and practices of social equity that build a diverse, inclusive, and healthy workplace and food system.

Ceres Organization

Founded in 2007, Ceres Community Project works to build healthy communities by restoring whole, organic and locally grown food to its place as the foundation of health, empowering youth, and connecting people in heart-centered ways to others and the earth.

Ceres Community Project's main program, Healing Meals for Healthy Communities, provides free and low-cost nourishing organic meals, nutrition education and caring support to people facing serious illness. All of the meals are prepared by teens that learn about growing, cooking and eating healthy whole foods and the connection between diet and health, develop life and work-ready skills, and discover their power to make a difference. The Healing Meals Program improves healthy eating behaviors among clients, teens and adult volunteers and educates the whole community about the link between healthy eating and the health of both people and planet. It also strengthens the social fabric of the community, another factor that is at the root of health. In times of disaster, Ceres is an emergency nutrition provider for our community.

In addition to operating three program sites in Marin and Sonoma counties, Ceres has trained 13 communities nationally to replicate our model. We are also active at the state and national level in advocating for policies that support equitable access to healthy food and health care, including reimbursement for medically tailored meals by insurers. For more information, please visit https://www.ceresproject.org.

Ceres Community Project is an Equal Opportunity Employer. All employment decisions at Ceres are made without regard to race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status or any other status protected by laws or regulations.