We are Hiring!

Job Posting: CLIENT ACCESS & OFFICE COORDINATOR - BILINGUAL

Location: Rochester, NY

Department: Family Prosperities

Employment Type: Full time

Schedule: Monday thru Friday, 8:30am to 4:30pm

Salary: $20 to $22/hr

General Description

Under the supervision of the Associate Director, the Client Access & Office Coordinator serves as a key member of the Property Department team and is responsible for overseeing front-office operations, reception services, and general office administration across assigned programs. This role ensures a welcoming, organized, trauma-informed, and client-centered environment for staff, clients, visitors, and community partners. The Client Access & Office Coordinator provides coordination for reception services, ensures consistent communication and follow-up processes, and supports seamless office operations that reflect the agency’s mission, values, and commitment to dignity, respect, and excellence.

Essential Duties and Responsibilities

Front Office & Coordination Operations

• Oversees and provides high-quality client-facing front office operations, including greeting and directing clients, visitors, answering incoming calls live during business hours, and maintaining accurate call and inquiry logs within agency systems (e.g., IMPOWR).
• Ensures a consistently welcoming, respectful, and trauma-informed front-office experience for all clients, visitors, staff, and community partners.
• Monitors and coordinates follow-up for general information voicemail, email inboxes, and after-hours messages to ensure timely, accurate responses and appropriate routing.
• Acts as a central point of contact for Central Intake and Family Prosperity programs, including Project Anchor, CRS, SCN, and Food Pantry Services.
• Assists with Food Pantry Services, including client intake, IMPOWR date Input and food distribution, while maintaining a respectful, organized, and trauma-informed environment.

Client Engagement & Trauma-Informed Support

• Demonstrates professionalism, empathy, and discretion when engaging with individuals who may be experiencing crisis, housing instability, or other urgent needs.
• Uses de-escalation and supportive communication techniques to maintain a calm, client-centered environment.
• Maintains working knowledge of agency programs and relevant community resources to appropriately triage inquiries and connect individuals to services.
• Provides basic intake support and document coordination, as appropriate, to assist program staff with client access to eligible services.

Office Administration & Coordination

• Coordinates general office operations, including:
• Office supply management
• Distribution of informational and marketing materials
• Mail handling and courier coordination
• Submission and tracking of facilities or maintenance requests
• Ensures reception areas and shared office spaces remain organized, professional, and welcoming in coordination with facilities staff.
• Maintains up-to-date internal staff directories, program contact lists, and reference materials.

Documentation & Communication

• Completes and maintains accurate documentation related to client access & office coordination activity, client interactions, incident reporting, and administrative records as required.
• Assists with collecting, organizing, and uploading documentation in coordination with program staff, ensuring accuracy and confidentiality.
• Communicates effectively with internal teams, leadership, and external stakeholders to support smooth office operations.

Leadership & Professional Development

• Participates in relevant agency meetings, training, and initiatives.
• Models behaviors aligned with the Agency’s Mission, Vision, Values, and Strategic Plan.
• Actively engages in ongoing professional development related to trauma-informed care, administrative best practices, and customer service excellence.
• Completes other duties as assigned

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive. Employees are required to follow appropriate supervisory direction and perform other related duties as required.

Qualifications

Education: Associate’s degree in Business Administration, Office Administration, or a related field preferred

Credentials: Must have a valid and clean NYS driver’s license with access to a reliable vehicle. Must have valid insurance, registration and insurance documents.

Experience: Minimum of three years of experience in a client-facing reception, administrative coordination, or office operations role, preferably within a nonprofit, healthcare, or human services setting

Fluency in both Spanish and English (verbal and written) required to effectively support clients, staff, and community partners across assigned sites.

Demonstrated proficiency with office technology and administrative systems, including phone systems, email, electronic records, and client management databases.

Must be highly organized, detail-oriented, calm under pressure, and collaborative, with strong administrative judgment and the ability to manage multiple priorities while maintaining professionalism and compassion.

Equivalent combination of education and experience will be considered.

Additional Requirements:

• Strong written and verbal communication skills, with the ability to convey information clearly, professionally, and compassionately.
• Exceptional organizational skills with a high level of attention to detail, accuracy, and follow-through.
• Ability to prioritize tasks, manage competing demands, and work independently while maintaining accountability and responsiveness.
• Demonstrated effectiveness in a fast-paced, client-facing environment requiring sound judgment, flexibility, and professionalism.
• Commitment to trauma-informed, strengths-based, and culturally responsive practices when interacting with clients, staff, and community partners.
• Ability to maintain confidentiality and adhere to all agency policies, procedures, and required training.
• Collaborative team player who fosters respectful, solution-focused communication and supports a positive workplace culture.
• Ability to remain calm, composed, and professional in high-stress or emotionally charged situations, utilizing de-escalation and self-regulation strategies as appropriate.
• Commitment to ongoing self-awareness, professionalism, and healthy stress-management practices.
• Ability to demonstrate behaviors and attitudes which support agency mission, philosophy, and policies.
• Willingness and ability to foster agency and program wide cooperation and teamwork through use of positive/constructive communication techniques( trauma informed, conflict resolution and de-escalation)
• Possession of a valid NYS Driver’s license and use of a registered and reliable vehicle.

Physical Demands/Work Environment: The physical demands/work environment 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 frequently required to sit, talk, hear, stand, walk, use hands to type and/or perform light lifting. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.

Compliance: Adheres to all applicable federal and state laws and regulations including, but not limited to, those governing confidentiality, privacy, program, billing and documentation standards. All duties must be performed in accordance with CCFCS’s corporate compliance & ethics program.

Top Benefits and Perks:

• Competitive salary and 403b retirement plan
• Generous time off package and work-life balance
• Comprehensive benefits package
• Supportive and collaborative environment
• Opportunities for growth and development
• Intrinsic reward of truly making a difference in people's lives

Join us and help make a positive impact in our community!

***Catholic Charities is committed to leveraging the talent of a diverse workforce to create great opportunities for our agency and our people. EOE/AA Disability/Vet