Client Access & Office Coordinator - Bilingual

Position: CLIENT ACCESS & OFFICE COORDINATOR - BILINGUAL
Location: City of Rochester

We are Hiring!

Job Type

Full-time

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

General Description

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.

Essential Duties And Responsibilities

Front Office & Coordination Operations

• 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 and inquiry logs within agency systems (e.g., IMPOWR).
• Ensures a consistently welcoming, respectful, and trauma-informed front-office experience 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.

Client Engagement & Trauma-Informed Support

• 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.

Office Administration & Coordination

• Coordinates general office operations, including:
• Office supply management
• Distribution of informational and marketing materials
• Mail handling and courier coordination
• 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.

Documentation & Communication

• 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.

Leadership & Professional Development

• 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.

Qualifications

Education: Associate’s degree in Business Administration, Office Administration, or a related field preferred

Credentials: Must have a valid and clean NYS driver’s license with access to a reliable vehicle. Must have valid insurance, registration and insurance documents.

Experience: Minimum of three years of experience in a client-facing reception, administrative coordination, or office operations role, preferably within a nonprofit, healthcare, or human services setting

Fluency in both Spanish and English (verbal and written) required to effectively support clients, staff, and community partners across assigned sites.

Demonstrated proficiency with office technology and administrative systems, including phone systems, email, electronic records, and client management databases.

Must be highly organized, detail-oriented, calm under pressure, and…