Client Access & Office Coordinator - Bilingual

Description

We are Hiring!

Job Posting: CLIENT ACCESS & OFFICE COORDINATOR - BILINGUAL

Location: Rochester, NY

Department: Family Prosperities

Employment Type: Full time

Schedule: Monday thru Friday, 8:30am to 4:30pm

Salary: $20 to $22/hr

Under the supervision of the Associate Director, the Client Access & Office Coordinator serves as a key member of the Property Department team and is responsible for overseeing front-office operations, reception services, and general office administration across assigned programs. This role ensures a welcoming, organized, trauma-informed, and client-centered environment for staff, clients, visitors, and community partners. The Client Access & Office Coordinator provides coordination for reception services, ensures consistent communication and follow-up processes, and supports seamless office operations that reflect the agency’s mission, values, and commitment to dignity, respect, and excellence.

• Oversees and provides high-quality client‑facing front office operations, including greeting and directing clients, visitors, answering incoming calls live during business hours, and maintaining accurate call agency systems (e.g., IMPOWR).
• Ensures a consistently welcoming, respectful, and trauma-informed front for all clients, visitors, staff, and community partners.
• Monitors and coordinates follow‑up for general information voicemail, email inboxes, and after‑hours messages to ensure timely, accurate responses and appropriate routing.
• Acts as a central point of contact for Central Intake and Family Prosperity programs, including Project Anchor, CRS, SCN, and Food Pantry Services.
• Assists with Food Pantry Services, including client intake, IMPOWR date input and food distribution, while maintaining a respectful, organized, and trauma‑informed environment.

• Demonstrates professionalism, empathy, and discretion when engaging with individuals who may be experiencing crisis, housing instability, or other urgent needs.
• Uses de‑escalation and supportive communication techniques to maintain a calm, client‑centered environment.
• Maintains working knowledge of agency programs and relevant community resources to appropriately triage inquiries and connect individuals to services.
• Provides basic intake support and document coordination, as appropriate, to assist program staff with client access to eligible services.

• Coordinates general office operations, including office supply management, distribution of informational and marketing materials, mail handling and courier coordination, and submission and tracking of facilities or maintenance requests.
• Ensures reception areas and shared office spaces remain organized, professional, and welcoming in coordination with facilities staff.
• Maintains up‑to‑date internal staff directories, program contact lists, and reference materials.

• Completes and maintains accurate documentation related to client access & office coordination activity, client interactions, incident reporting, and administrative records as required.
• Assists with collecting, organizing, and uploading documentation in coordination with program staff, ensuring accuracy and confidentiality.
• Communicates effectively with internal teams, leadership, and external stakeholders to support smooth office operations.

• Participates in relevant agency meetings, training, and initiatives.
• Models behaviors aligned with the Agency’s Mission, Vision, Values, and Strategic Plan.
• Actively engages in ongoing professional development related to trauma‑informed care, administrative best practices, and customer service excellence.
• Completes other duties as assigned.

Note:

The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive. Employees are required to follow appropriate supervisory direction and perform other related duties as required.

Education: Associate’s degree in Business Administration, Office Administration, or a…