Crossroads Pregnancy Center

Client Services Manager

Objectives of the Position: The primary areas of responsibility will be providing peer counseling services and overseeing the day-to-day office functions.

Reports to: Director of Client Services

Supervises: In-Office Volunteers

Qualifications:

• Be a committed Christian who demonstrates a personal relationship with Jesus Christ as Savior and Lord

• Exhibit strong commitment and dedication to sharing the Gospel with others, the pro-life position, and stewarding sexuality with integrity.

• Agree and be willing to uphold the Statement of Faith, Code of Christian Conduct and Policies of Crossroads.

• Exhibit strong skills in interpersonal communication

• Be able to work independently.

Responsibilities:

I. Spiritual Leadership

• Set a Christ-like example within all activities

• Ensure that prayer is an integral part of the day-to-day operation of the center

• Provide spiritual leadership, discipleship, encouragement and direction for the office

II. Community Outreach

• Plan and carry out sufficient volunteer recruitment to manage projected client load and services

• Represent Crossroads Pregnancy Center to pastors, churches, and organizations through correspondence, meetings, community events and speaking engagements, when requested by the Executive Director.

• Develop and maintain an ongoing relationship with social-service organizations, etc. in the community that provide client services

III. Client Services

• Maintain client confidentiality

• Model as lead counselor

• Counsel clients when volunteers are not available or when more expertise is needed for a particular situation.

• Oversee peer counseling and all other services provided for clients.

• Work with Director of Client Services and peer Client Services Managers to evaluate, select, and maintain needed educational materials and resources for clients

• Recommend ways to improve the center’s ability to attract women in crisis pregnancies.

• Explore methods of delivering client services and reaching potential clients as efficiently as possible and share any findings with the Director of Client Services.

• Assist in facilitation of support programs.

CROSSROADS PREGNANCY CENTER

IV. Development

• Contribute to the fundraising strategy and participate in fundraising events as requested by the Executive Director.

• Assist in promoting public awareness of Crossroads.

• Provide written client stories ans/or quotes for the development team to use to encourage supporters and inform others of the way Crossroads is making a positive impact.

V. Administration

• Coordinate staffing and scheduling of locally-provided services and volunteers.

• Supervise volunteer counseling.

• Supervise the organization and accessibility of materials to be given to clients.

• Oversee record-keeping and follow-up of clients by volunteers.

• Maintain confidentiality of clients/patients.

• Maintain proficiency in using client database software.

• Produce a report of monthly activities.

• Attend meetings scheduled or requested by the Director of Client Services or the Executive Director.

• Inform the Director of Client Services of any problems which have the potential to impact the organization as a whole internally or publicly

• Report any known changes and/or additions or deletions of current referral sources to the Director of Client Services for updating.

• Report any computer/internet issues, facility issues, or equipment failures to the Director of Client Services.

• Keep volunteer staff informed of new information and office policies and procedures as well as maintain all office documents

VI. Training

• Participate in the in-center training of new volunteers

• Instruct and oversee volunteers regarding professional telephone manners, scheduling of appointments, reception of clients, accurate record keeping and adherence to CPC policies and procedures

• Attend trainings related to client services as recommended to increase personal effectiveness

VII. People Leadership

• Recruit, interview, develop, nurture, coach & supervise volunteers, ensuring complete and effective coverage for all hours and services provided

• Inform volunteers of educational opportunities in their area of interest and encourage them to attend In Service meetings

• Assess and evaluate volunteer performance and conduct annual evaluations

• Provide feedback to the Director of Client Services on the efficiency and effectiveness of the training, recruiting and morale of volunteers

• Follow Biblical principles for confrontation when the need arises as a Christian organization