Client & Partner Relations Specialist

This is a professional. key position that is responsible for building, maintaining and enhancing strong relationships with clients, caregivers, providers, case management organizations, Department of Children and Families (DCF), community members and stakeholders. This position facilitates and supports conflict resolution, guides information processing and distributes relevant resources and information to meet the needs of stakeholders; working to enhance client satisfaction, support partnership development and promote positive community engagement.

Establishes and maintains trusting, positive working relationships with HFC customers and stakeholders

Serve as the primary point of contact for clients, families, and community stakeholders for complaints and concerns

Advocate for the needs and rights of children and families within the child welfare system

Provide emotional support and connect clients with relevant community resources

Ensure clients are informed about their rights, responsibilities and the services available to them

Gather feedback to identify areas for service improvement

Maintain accurate records of concerns/complaints interactions, plans and outcomes

Track and coordinate timely responses to client concerns that come to HFC from any source, to include email, telephone, regular mail, fax, or from DCF

Enter and track reported incidents in the incident reporting database

Assist in the coordination of appropriate routing of and responses to reported incidents

Assists with caregivers who walk into the agency needing assistance with navigating the child welfare system or support

Assists with coordinating meetings and partnership activities with partners to strengthen relationships

Coordinate with other the agency departments, DCF, case management organizations and other stakeholders as needed

Report critical incidents immediately to the executive team

Provide weekly incident reports to case management organizations

Provide monthly incident follow-up reports to the executive team

Perform quarterly random customer service calls to caregivers and providers as requested

Notify the case management organizations when daycares identify children placed in out of home care that meet the requirements of the Rilya Wilson Act

Respond to website and social media requests as needed for follow-up and concerns

Provide annual end of year presentation to the management team on incident reporting data, customer service and trends

Provides coverage for the Executive Assistant upon request to ensure main office is covered

Perform special projects as assigned

Requires Bachelor’s degree preferably in Human Services. Minimum two years previous experience in customer service or child welfare required.

We offer excellent benefits package with tuition assistance, domestic partner coverage, retirement & generous paid time off.

Drug free workplace. Drug testing required. EOE/M/F/D/V.