Client Advocate

Status: Paid - Part Time

Description:

Position Summary:

The Client Advocate is a bilingual, vital, front-line team member responsible for welcoming clients, ensuring each receives compassionate, consistent, and informative care throughout the pregnancy test and options education segments of the appointment. This role includes client intake, needs assessment, resource referrals, follow-up, and maintaining accurate records. This role interfaces with life-minded, abortion-minded or at-risk clients, and post-partum clients. The CA is cross-trained to support front desk operations. The CA supports material assistance efforts for life-minded clients. The Client Advocate reports directly to the Programs Director.

Key Responsibilities:

The primary duties and responsibilities of this position include, but are not limited to, the following.

Client Care & Support:

• Assist with walk-in and scheduled client appointments. Facilitate check-in, intake process, and visit wrap-up. Schedule return appointments as needed.
• Answer phone calls and greet clients: life-minded and abortion-minded alike.
• Review appointment schedules from the website and hotline, confirming appointments as necessary.
• Provide initial reception, answer inquiries about services, and assist clients in scheduling appointments or referring them to appropriate resources.
• Provide referrals to community and external resources as needed or requested. Urge clients to sign up for classes, particularly ones that apply to their unique circumstances.

Appointment Facilitation

• Conduct pregnancy tests and options education sessions with clients, offering support and resources.
• With abortion-minded and at-risk clients, calmly hold conversations educating on the health and long term risks of abortion, their estimated gestational period and what abortion procedures they are eligible for.
• Compassionately engage them in dialogue about what is driving them toward an abortion and try to slowly remove barriers for them. Offer prayer at the end of the appointment (either for or with them) if they are open.
• Schedule follow up appointments with them, as needed, for continued conversation. Refer them to nearby centers for ultrasound appointments, following the center’s guidelines for referrals.
• Maintain ongoing communication with all clients, tracking their needs and ensuring referrals and services are provided within a week of their appointment, if not the same day.
• Conduct follow-up calls to mothers after birth, documenting information in eKyros and arranging a layette for pickup.
• Invite post-partum clients back for monthly check-ins and ongoing support up to one year of the child’s life. Support includes relationship building, continued referrals for community assistance, and material assistance.

Baby Boutique Support:

• Accept phone calls for donation dropoffs during appointment hours. Assess the value of donations provided and supply a donation form for the benefactor to fill out before they leave.
• Share donation forms with Marketing & Outreach Coordinator for tracking within eKyros database.
• Select and distribute material assistance to clients based on needs assessment and specific requests they have communicated, based on stock available.
• Maintain records of material assistance in the eKyros database and other tracking systems.
• Maintain inventory of operational items in Baby Boutique and alert ED as needed (ie., low on bags for assistance, broken items, etc). Similarly, during downtime, continuously sort and recategorize items within the space for optimal organization.

Client Follow-up & Class Calendar:

• Call clients to invite and confirm them for parenting, pregnancy, or nutrition classes, ensuring class attendance.
• Share monthly class calendar with clients visiting Centro Tepeyac and input new month’s classes into eKyros.
• Ensure that all client interactions and services are properly documented in eKyros.
• Submit weekly client case stories to Marketing & Outreach Coordinator via the google form for Weekly Client Cases, with the required information.

Administrative Duties & Policy Adherence

• Maintain accurate and updated records in eKyros. Participate in ongoing Staff Training Plan and Resources.
• At times, collaborate with the Programs Director on the Monthly Client Report using data from the month’s appointments and records.
• Stay up to date with current policies and procedures
• Proactively suggest changes or improvements, based on observations with clients, to the Executive Director when necessary

Qualifications:

• Must be pro-life, believing in the sanctity of life from conception to natural death
• Must be fluent in Spanish and English
• Strong interpersonal and communication skills
• Ability to manage sensitive conversations with compassion, professionalism, and confidence
• Organized and detail-oriented, with reliable follow-through
• Comfortable using documentation systems or learning new platforms
• Commitment to the organization’s mission, vision, and values
• Proficient in G Suite
• Proactive in all duties and comfortable asking questions, willing and eager to learn

Preferred Qualifications:

Prior experience in another pregnancy center, client advocacy, counseling, social services, or client support
If an applicant has previously taken the LOVE Approach training by Heartbeat International, it is a plus but not required.
Knowledge of local community resources and support systems

Experience Needed:   0-3 years
Job Type: Other
State: Maryland
Apply by Email: [email protected]
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