Job Details

Description

The Williamsburg House of Mercy is seeking a Client Resource Coordinator.

The Client Resource Coordinator serves as the primary client-facing representative for WHOM, managing the client reception area and acting as the gateway to services. This role is responsible for compassionate intake, comprehensive resource navigation, and essential client-related administrative support, ensuring clients are treated with dignity and connected efficiently to internal programs and external community referrals.

Key Responsibilities

1. Client-Facing Support & Resource Navigation

• Serve as the first point of contact for all clients seeking services at WHOM, managing the client reception area and ensuring a professional, welcoming atmosphere.
• Cover the front desk during peak client hours, allowing the Volunteer Receptionist to focus solely on visitors, donors, and community partners.
• Conduct initial intake interviews to assess client needs and determine eligibility for WHOM's programs (e.g., food, shelter services).
  • Manage USDA signups and documentation for eligible clients accessing food programs.
  • Coordinate and manage the logistics for homebound deliveries of food assistance, ensuring accurate client lists and delivery schedules.

• Provide comprehensive resource linkage, connecting clients to available internal WHOM programs and maintaining up-to-date knowledge of external community support agencies and referral pathways (e.g., housing, employment, mental health).
• Serve as back-up support for the Harbor Day Shelter manager, assisting with client supervision, conflict de-escalation, and enforcement of day shelter policies as needed.

2. Administrative Duties & Data Management

• Handle basic administrative duties pertaining to client files, including scheduling client appointments, organizing client intake forms, and maintaining inventory of resource handouts.
• Maintain organized and confidential client files, ensuring accurate and timely entry of all intake data, assessment results, and service utilization records.
• Ensure all client interactions and data collection align with organizational policies on confidentiality, compliance, and ethical standards.

3. Organizational Collaboration

• Work in close partnership with the Harbor Day Shelter Manager to coordinate seamless service delivery and client transitions.
• Liaise with the Office Manager and other program staff to ensure resource materials are current and readily available.

Requirements

Qualifications & Experience

• Education: Bachelor's degree required, preferably in Social Work, Social Justice, Psychology, Human Services, or a related field.
• Experience: Previous experience in a client-facing, social service, counseling, or case management role is highly desirable. Experience working with diverse populations, including individuals experiencing homelessness or financial insecurity, is a strong asset.
• Skills: Demonstrated commitment to social justice and empathetic client engagement. Excellent interpersonal and de-escalation skills; ability to remain calm and professional in high-stress situations. Strong organizational skills and attention to detail for accurate client file management. Bilingual (English/Spanish) strongly preferred.

Salary and Benefits

Salary, commensurate with experience, will range $42,000.00-$45,000.00 per year. Comprehensive benefits package (with some employee contributions) includes medical, dental, vision insurance, and disability. Employer matched retirement plan. Employees receive twelve vacation days, accrued sick time, and company time-off holidays.