Bilingual Client Support Specialist

Would you like to join a growing, compassionate team of people who share a vision for a brighter future? El Futuro is a nationally recognized nonprofit organization and leading provider of behavioral mental health treatment and support services. We operate clinics across central North Carolina, specializing in services for Spanish-speaking individuals. Our mission is to nurture stronger familias to live out their dreams.

El Futuro is currently hiring full-time Client Support Specialists to provide client-facing administrative support and operational support for the Substance Use program (Sin Ataduras), with a primary focus on DWI and Substance Use assessment and education and prevention services. This role serves as a knowledgeable point of contact for clients, attorneys, court and state partners, and internal staff; manages documentation and service workflows;

resolves routine operational issues; and helps ensure a responsive, accurate, and culturally affirming client experience.

The Client Support Specialist strengthens access to services by independently coordinating client communications, scheduling, records, regulatory documentation, and follow-up activities. The position uses sound judgment within program requirements to identify barriers, resolve service issues, maintain compliance and audit-ready records, and improve the systems that support timely client care.

This position works 37.5 hours per week, hybrid schedule, with one day in-person required at the Durham clinic, and must be available for Friday morning meetings, 9:00-11:00am. The typical schedule includes two to three evenings per week and occasional weekends.

The pay rate starts at $22.00 per hour. El Futuro provides employer paid dental, vision, life, and long-term disability; 403B matching; generous PTO and paid holidays; paid family medical leave; paid parental leave; and paid time off for professional development.

The Client Support Specialist performs the following essential functions, either independently or in coordination with program staff and external partners. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions:

• Serve as a primary point of contact for DWI program clients, responding to questions with warmth, clarity, cultural responsiveness, and appropriate confidentiality.
• Coordinate appointments for assessments, intakes, groups, transfers, and discharges; monitor follow-up needs; and address scheduling barriers that may delay services.
• Provide timely reminders related to appointments, group sessions, required documents, and client payment obligations.
• Guide clients in using Zoom, Docu Sign, patient portal, and other digital tools needed to participate in services; troubleshoot routine access issues and coordinate additional support when needed.
• Follow up on client concerns through resolution, document actions taken, and escalating clinical, legal, safety, or complex service matters to the appropriate staff member.

• Coordinate with clients, attorneys, social workers, county clerks, state agencies, and other providers to obtain accurate and complete documentation before and during services.
• Prepare, track, review, and submit E508 forms and related DWI documentation, verifying required signatures, conviction dates, and support records before submission.
• Prepare, review, track, and submit Substance Use Assessment documentation, verifying required information, supporting records, and clinical recommendations prior to submission.
• Maintain organized, complete, and audit-ready electronic records in the electronic health record and other approved systems, including scanning, uploading, indexing, and monitoring missing documentation.
• Manage electronic signature workflows, releases of information, transfer requests, driving-record requests, progress letters, and discharge documentation in accordance with program procedures.
• Protect confidential information and follow organizational policies, record-retention requirements, and applicable privacy and security practices.

• Maintain program tracking tools for appointments, payments, assessments, group participation, documentation status, and follow-up activities; identify discrepancies and take appropriate corrective action.
• Compile routine program data and prepare accurate summaries or reports for program leadership,…