What type of employment is offered for this Client Services Program Administrator – Chatham Office role?

Full-time or part-time position

What is the expected salary for this Client Services Program Administrator – Chatham Office job?

Compensation will be discussed during the hiring process.

How can I apply for the Client Services Program Administrator – Chatham Office position at Neighborhood Housing Services of Chicago?

You can apply directly through the application link provided.

Client Services Program Administrator – Chatham Office at Neighborhood Housing Services of Chicago | Jobs and Employment

The Client Services Program Administrator serves as the primary intake and client engagement coordinator for assigned NHS programs. This role is responsible for managing the full intake lifecycle, ensuring accurate and timely data entry, maintaining audit-ready documentation, and supporting cross-departmental workflow execution. The position requires proficiency in internal systems (Microsoft Office Suite, Salesforce, Five9, Encompass, e-signature tools, ECM) and strict adherence to established program protocols and compliance requirements.

The Client Services Program Administrator will be responsible for managing calls, email, on-line and in-person inquiries and all daily program intake data as part of the client engagement process. This position will require an individual to demonstrate a proactive approach to work, striving to improve efficiency in how and when tasks are performed. The Client Services Program Administrator will make recommendations to the management team regarding adjustment of the program variables (e.g., team members, workflow, etc.) to run at maximum efficiency. The Client Services Program Administrator will be courteous, responsive, and resourceful when interacting and following up with clients, as well as flexible in responding to their needs. This position will stay up to-date on their role with assigned programs, program compliance requirements, and all NHS services, properly utilize internal systems to document client engagement, close out required milestones, and maintain accurate pipeline tracking. Participate in ongoing training to maximize system efficiency and reporting accuracy.

PRINCIPAL JOB DUTIES & RESPONSIBILITIES

Develops a knowledge base of all NHS services, products, programs, and partnership initiatives.
Utilizes established protocols to communicate the features, benefits and value of NHS programs and services clearly and concisely in a manner that encourages client engagement.
Provides “first contact” information and respond to phone, email, mail and in-person inquires about all NHS services available, referrals, process for obtaining an appointment with a counselor or other NHS staff and registering for all classes and workshops from across NHS departments.
Promptly responds to client questions and requests from program stakeholders. Works with clients to set up appointments and acquire the necessary signatures and documentation to ensure they meet the program eligibility requirements.
Manages the intake and organziation of authorizations and other documentation from clients for assigned programs.
Directs and assists clients in entering their contact and financial information into the NHS’ client management system in a timely and accurate manner. Ensure all required information necessary for internal and external audits is included and checked for accuracy.
Analyzes and ensures accuracy of data entered into Salesforce, if any discrepancies or errors are found, sends notification to the counselor or other NHS staff so the matter can be resolved and/or corrected.
Maintains audit-ready electronic and physical files in accordance with internal controls, funder requirements, and regulatory standards. Escalates documentation gaps or compliance concerns to leadership in a timely manner.
Analyzes the client’s situation to determine next steps and provides the client with appropriate information and referrals.
Demonstrates active listening and empathy while efficiently guiding clients through the client services process and the collection of relevant information.
Conducts outbound call campaigns for programs as required.
Generates correspondence to secure additional customer information to complete questionnaire forms or surveys for Client Services, referrals, outcome, and impact measurements.
Collaborates with senior leadership and colleagues to coordinate and administer various programs across the HUB offices.
Supports marketing and outreach initiaitves and events as required; which may include assisting with event set-up and being cross trained to facilitate specific workshops.
Additional duties and tasks as required.

PERFORMANCE EXPECTATIONS
Success in this role will be measured by:
• Timely and accurate intake processing
• Data integrity within Salesforce and related systems
• Responsiveness to client inquiries (phone, email, in-person)
• Complete and compliant documentation
• Ability to meet call volume and outreach expectations
• Contribution to workflow improvements and operational efficiency

COMPENSATION & BENEFITS:

$21.50 per hour. This is a full-time, 35-hour per week position eligible for overtime in accordance with federal and state law.
Health, dental, vision insurance
Paid time off
NHS offers a team spirit, which strives for excellence in customer service.

POSITION QUALIFICATIONS

Education

A minimum High School Diploma required. Associate degree or four-year College Degree preferred or an equivalent combination of education and experience.

Experience

Must have a minimum of 2 years’ extensive administrative or office management experience.
Non-profit or affordable housing experience a plus.

Desired Skills

Self-starter, problem solver and able to work independently without direct supervision.
A high level of discretion and maturity; incumbents will need to provide evidence of successfully managing increased responsibility and management of confidential information.
Ability to provide excellent customer service in-person and on the phone.
Ability to prioritize multiple tasks and frequent interruptions.
Ability to handle stressful situations with calmness and courtesy.
Ability to communicate effectively, both verbally and in writing with other personnel, external partners, and borrowers.
Excellent organization, record, and file management skills.
Technology: Demonstrated proficiency in Microsoft Office and data entry systems required. Experience with Salesforce or a comparable CRM strongly preferred. Ability to quickly learn and navigate multiple technology platforms simultaneously is required.

COMPENTENCIES
To succeed in this role, an individual must demonstrate the following competencies:

Bilingual a plus (English and Spanish).
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Teamwork - Contributes to building a positive team spirit.
Decision making
Adaptability and Flexibility
Communication
Planning and Organizing
Accountability and Attention to Detail
Process Discipline
Time Management and Prioritization

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee 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 talk or hear.
Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms.
The employee may occasionally lift and/or move up to 25 pounds.

WORK LOCATION, TRAVEL REQUIREMENTS & WORK ENVIRONMENT
This position is assigned to and reports daily to the NHS Chatham Office located at 639 E. 87th Street, Chicago, IL 60619. This role requires flexibility and the ability to travel between NHS office locations as needed to support operational coverage, staff training, audits, meetings, and other business needs. Additional office locations include:

2950 W. Chicago Ave., Chicago, IL 60622
850 W. Jackson Blvd., Chicago, IL 60607

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate and is of a typical office environment.

REMOTE WORK POLICY

The Client Services Department staff are required to work full-time in the office. Remote work arrangements are not available for this position. Employees must be present in-office for all scheduled workdays and attend meetings, audits, site visits, and agency events as needed.

NHS’ COMMITMENT TO DIVERSITY, RACIAL EQUITY, AND INCLUSION

Neighborhood Housing Services of Chicago (NHS) is deeply committed to building and sustaining a diverse, equitable, and inclusive organization that reflects the communities we serve. We believe that diversity of backgrounds, perspectives, and experiences strengthens our work and advances our mission. NHS provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or

any other characteristic protected by federal, state, or local law.

Client Services Program Administrator – Chatham Office at Neighborhood Housing Services of Chicago – Chicago, Illinois

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