Client Services Director

Morning Star Pregnancy Services is seeking a Client Services Director to plan, organize, and oversee the client services programs and the services provided by the volunteer client consultants. The client services director assures that client services volunteer consultants are recruited, fully trained and supported; that all client services/programs are of the highest quality possible and consistent with the mission and vision of Morning Star Pregnancy Services (MSPS); and that clients are served with respect and according the policies and procedures of MSPS.

Duties and Responsibilities:

1. Recruits client services’ staff/volunteers, including client consultants.

• Represents the center in the community and coordinates with other staff who communicate with the community for the purpose of recruiting staff/volunteers; assists in the development of materials to recruit staff/volunteers.
• In conjunction with the Executive Director (ED), assists in recruiting/selection process to obtain a number of qualified staff/volunteers necessary to provide client services.
• Recommends and implements changes to process to maintain the number and quality of staff/volunteers needed.

2. Assures that client services staff/volunteers are trained and equipped to provide quality client services.

• Develops and conducts client services training that includes: policies, documentation and record-keeping, programs, phone and other communication protocols, client intervention protocols (appropriate communication/interaction with clients), cultural sensitivity, Commitment of Care and Competence and other pertinent information.
• Develops and conducts continuing education and enrichment. This includes informing/educating staff/volunteers regarding relevant developments in community, government, education, changing client demographics and needs, changes in programs and policies, social service agencies affecting our comprehensive services to clients, and providing opportunities for personal and professional growth.
• Evaluates training programs and current client services for the purpose of developing and updating training programs, processes and procedures as appropriate.
• Develops, updates, and maintains training materials (including Client Services Staff/Volunteer Handbook).
• Solicits, encourages and utilizes input from other staff and external organizations, the staff/volunteer consultants and clients for the purpose of identifying needs and resources and changing training to best meet needs.

3. Supervises client services staff/volunteers. In addition to recruiting and training, supervision includes monitoring, supporting, retention, discipline and maintaining an atmosphere/culture conducive to effective/loving client services and supporting MSPS mission.

• Monitors/evaluates programs and personnel for adhering to policies and procedures and quality performance, including sharing of the gospel with clients and other MSPS constituencies.
• Resolves conflicts in a Christ-like and respectful manner (with the goal of restoration/reconciliation) with/among client consultants, staff or clients.
• Schedules and administers assigned shifts.
• Plans and conducts meetings and events appropriate to inform, supports and encourages clinic staff/volunteers.
• Initiates and implements disciplinary and separation procedures in coordination with ED. The purpose of disciplinary procedures is to restore.

4. Assists ED and other administrators in strategic planning, developing objectives, goals, and an action plan for MSPS, with input from client services perspective. This includes communicating financial status and funding needs.

5. Works with ED to develop, implement, evaluate, and update client programs. Oversees daily client program operations and ensures quality programs and services for clients. Solicits, encourages and utilizes input from other staff and external organizations, the staff/volunteer client consultants and clients for the purpose of identifying needs and resources and changing programs/services to best meet needs.

6. Collects and maintains appropriate information, records, reports related to client services (client records and client consultant information/records), and follows policies and procedures, including confidentiality. Includes developing/updating forms; collecting, recording and reviewing data; report generation and proposing recommendations based on information; information/report distribution; and suggesting changes to related policies and procedures as needed.

7. Seeks to increase community awareness and increased cooperation between agencies and various community organizations in meeting the unique needs of our clients to prevent duplication of services. Promotes quality of services, facility, staff and client consultants through ministry and community functions.

8. Coordinates with other administrative staff, other ministry leaders and volunteers to assure clients are treated with respect at all times and provided with excellent services (Commitment of Care and Competence). This includes assuring proper assessment of AM/AV (abortion minded/abortion vulnerable) clients.

9. Demonstrates strong servant leadership by supporting and promoting harmony and a ministry of restoration/reconciliation modeled after Christ’s example; serving clients and staff/volunteers effectively and lovingly and supporting and promoting MSPS mission, vision, statement of faith, and core values.

10. Consults with clients as needed.

11. Performs special projects or tasks as assigned by the supervisor.

Qualifications:

• Bachelor’s degree or equivalent job-related experience, preferably in human resource management, nursing, social work, psychology or related service field. Experience in church or Christian ministry preferred.
• Analytical ability to participate in development of policy and procedures, formulate goals, resolve complex management situations and evaluate staff needs and quality of client service.
• Excellent oral and written communication skills to relate to professional, medical, church and social service agencies/organizations, as well as staff/volunteers, clients and donors.
• Excellent interpersonal skills to train and supervise client staff/volunteers, work with clients and influence the general public.
• Self-starter with good judgment and integrity.
• Willingness and ability to serve clients and other MSPS constituencies including other staff, donors, vendors, etc. in a way that honors Jesus Christ and supports and promotes MSPS life-affirming ministry.
• Willingness and ability to demonstrate commitment to MSPS mission, vision, statement of faith, and core values in the execution of position responsibilities.

Interested individuals should reply with resume and cover letter at careers@supportmorningstar.com.

Job Type: Full-time

Benefits:

• Paid time off

Application Question(s):

• Please reply with resume and cover letter.

Work Location: In person