Client Services & Operations Coordinator

Client Services And Operations Coordinator

The Tahirih Justice Center is a national, nonprofit organization that serves women, girls, and all immigrant survivors of domestic violence, sexual assault, trafficking, and other violence. Our whole-person approach to services provides each survivor with free legal support and social services to secure their rights and build stable lives. We translate our client services work into expert training, outreach, and policy advocacy to ensure that systems, laws, and policies protect immigrant survivors from violence and exploitation.

Our programs efficiently and effectively leverage donated professional services from a vast network of attorneys, medical professionals, and other experts to serve as many immigrant survivors as possible. By amplifying the experiences of survivors, our mission is to create a world in which all people share equal rights and live in safety and with dignity.

Based out of Tahirih's Baltimore office the Client Services and Operations Coordinator will answer and respond to service seeker and client calls and support specific tasks related to the overall functioning of the office. This position requires an individual with an understanding of trauma informed practice who will implement a client centered approach to supporting survivors of gender-based violence. While the Client Services and Operations Coordinator is primarily responsible for providing day-to-day service seeker support, they will also provide operational support for a specific Tahirih office location.

This role reports directly to the Director of Client Experience.

Program Services 80%

• Respond to day-to-day service seeker and client phone calls via a centralized call line conduct initial legal phone screenings, and issue spot and triage service seeker needs by providing information and referrals and conducting safety planning
• Enter and maintain relevant data into client management database (TIO)
• Engage in client services department feedback loops to improve centralized call line operations
• Participate in program services team meetings and trainings; regularly engage in professional development activities
• Maintain accurate funding codes records for language line usage.

Operations 20%

• Manage administrative tasks that require a physical presence in the office, (ex. greeting guests and vendors and processing incoming and outgoing mail in accordance with mail protocol)
• Orient new staff and interns to the physical office space, receive equipment and ensure set up
• Support office safety and security through ensuring compliance with building requirements, work in partnership with the operations coordinator to ensure local deployment of office safety and security measures
• Serve as the primary liaison between building management and staff and overseeing general maintenance of the office as needed.
• Participate in the monthly Client Services and Operations Coordinator meeting to strengthen coordination and communication between offices.
• Maintain office PEX card through completing monthly reconciliations.
• Order supplies for office as needed

This Job Description is not designed to cover a comprehensive listing of activities that are required of the employee. The precise duties and responsibilities of the job may change over time.

Minimum Qualifications

• One to three years of customer/client services experience
• Ability to manage sensitive calls dealing with domestic violence and other types of violent abuse in a trauma informed manner.
• Ability to listen attentively and demonstrate compassion and empathy for service seekers.
• Fluency in Spanish
• Experience managing administrative and operational tasks
• Strong interpersonal skills and ability to communicate with individuals from different cultural backgrounds.
• Demonstrated proficiency in Microsoft Outlook, Excel, PowerPoint, and Word is required.
• Highly organized, with the capacity to work independently to quickly problem solve and enhance office efficiency.

Preferred Qualifications

• Experience working with immigrant communities
• Prior work in an immigration legal setting

Annual salary and benefits: The salary range for this role is $60,000 - $71,000 per year, with actual salary commensurate with experience. We consider skills, experience and internal equity in determining compensation and use a consultative process to identify where candidates fall inside the posted range. Generous benefits include employee and dependent health, vision and dental insurance (Tahirih contributes 100% of the premium for employees and 60% for dependents);

paid parking; a 401(k) defined contribution retirement plan; flexible work schedules; professional development including in-house training programs, staff enrichment retreats and other growth opportunities. Employees have a generous self-managed leave benefit inclusive of vacation, sick and holidays, including office closure the week between Christmas and New Year's.

This is a grant funded position through 6/30/2028,…