Director Client Relations Jobs in Rochester, NY (NOW HIRING)

Description

POSITION TITLE:  Family Advocate Intake Coordinator 

SALARY RANGE:  $45,760 - $48,000 annually ($22.00 - $23.08 per hour) 

FLSA STATUS:  Full time (40 hours), Non-exempt 

GENERAL DESCRIPTION: 

The Family Advocate Intake Coordinator plays a key role in supporting children and non-offending caregivers at The Child Advocacy Center of Greater Rochester (The CAC). This position supports the intake process by triaging referrals, assessing service needs, scheduling cases, and documenting all services provided. In addition, the role provides direct support to child victims and their families, monitors case progress, and maintains accurate, confidential client records in alignment with National Children's Alliance (NCA) standards.

The Family Advocate Intake Coordinator maintains the highest level of professional ethics and confidentiality while fostering strong, collaborative relationships with multidisciplinary team (MDT) partners. Through consistent communication and coordination, this role helps streamline service delivery, ensuring that children and families receive timely, trauma-informed, and integrated support throughout their involvement with The CAC.

The Family Advocate Intake Coordinator position is full-time at 40 hours per week, typically during standard office hours.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

During appointments at The CAC, engage and establish rapport with child victims and non-offending family members. 

Provide advocacy services according to the National Children's Alliance (NCA) standards and as delineated in the CACGROC Multidisciplinary Team (MDT) Child Abuse Guidelines. 

Coordinate, schedule and/or make referrals for services to be provided by team members and other providers as warranted. 

Assist families in understanding the legal system in relation to the prosecution of child abuse cases and provide proactive outreach, follow-up and accompaniment services to victims and non-offending family members throughout the investigative and judicial process.

Administer screenings to assess the needs of the victim and non-offending family members including but not limited to a general trauma screening. 

Develop comprehensive safety plans with the non-offending caregivers as needed. 

Provide proactive outreach and follow-up to ensure victims and non-offending family members are engaged in mental health services, if necessary. 

Assist non-offending caregivers/guardians with completing and filing NYS Office of Victim Services (OVS) compensation claim applications.

Responsible for the documentation and data collection of cases in the Collaborate system, coordinating with the Data Program Manager. Maintains appropriate records for all grant (OVS, OCFS, NCA) reporting. 

Answer calls on the triage phone, assess client needs, coordinate services, and provide appropriate referrals as needed.

Coordinate and schedule clients for various appointments, including, but not limited to, forensic interviews, medicals and other direct services provided by team members within the organization. 

Prepare intake case file paperwork for scheduled services and ensure all applicable advocacy, forensic interview, medical, law enforcement, ADA, and relevant CPS staff are available and have all pertinent information prior to scheduled services. 

Participate in daily morning (Rounds) discussions to ensure cases are triaged efficiently and appropriately to minimize duplication, and lead these discussions as needed.

Attend case review, team, and staff meetings.

Determine when certain client inquiries (past clients, for example) need to be assigned by the Director of the MDT or Manager of Family Advocacy.

Communicate effectively with child victims and their caregivers regardless of age, sex, social, economic, cultural, or ethnic backgrounds, maintaining a strict standard of confidentiality. 

Off-site visits are sometimes necessary to meet the needs of the client/case. Off-site visits may include hospitals, schools, or the client's home. Typically, these visits are with another MDT member.

Trained as a backup representative for weekly Family Justice Center (FJC) client case conferences.

Other duties as assigned 

Requirements

QUALIFICATION REQUIREMENTS: 

To perform this job successfully, an individual must be able to demonstrate proficiency in meeting competencies required for position; able to perform each essential duty satisfactorily with or without reasonable accommodations.  The requirements listed below are representative of the knowledge, skill and/or ability required.  

EDUCATION AND EXPERIENCE:

Bachelor's degree in social work, counseling, criminal justice, psychology or related field with three or more years' experience working with victims and/or vulnerable children/families.

SKILLS, KNOWLEDGE AND ABILITIES:

Outstanding customer service, interpersonal communication, and listening skills

Prior experience providing crisis counseling or problem solving with at-risk children and families

Knowledge of advocacy standards and skills relating to victims of crime

Knowledge of child abuse dynamics, child protective and law enforcement investigation procedures, and the legal reporting mandates for professionals

Ability to engage and build rapport with all children and family members 

Familiarity with the legal, social service, medical and mental health systems responsible for protecting children

Ability to build and maintain positive working relationships with multiple agencies 

Ability to effectively prioritize and organize assignments in a fast-paced work environment

Flexibility in responding to client situations that may be off-hours and/or the weekend

Respect for diversity and a commitment to providing culturally competent and inclusive services

PHYSICAL REQUIREMENTS:

Prolonged periods of working on a computer

Ability to communicate, both verbally and in written form

Ability to bend, squat, and climb stairs, as well as lift 25 pounds

Must be able to work a flexible schedule and have reliable transportation to travel to multiple sites when needed

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. The employee can perform the essential functions of the position, with or without reasonable accommodation.