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Client Services Coordinator

Meals on Wheels Greenville County
December 1, 2014
Greenville, South Carolina

The Client Services Coordinator is responsible for the total client experience, including the conversion of referrals into clients and on-going advocacy for our clients. The Client Services Coordinator is responsible for establishing a professional and supportive first contact for people entering the Meals on Wheels system, conducting initial screenings for services, making changes to the meal plan (including cancellations) and providing on-going assessments that address client needs and to ensure compliance with Meals on Wheels program requirements.
• Responsible for processing incoming referrals on a timely basis, ensuring that all needed data/information is obtained at the time of referral intake or via follow-up phone call.

• Responsible for processing in-activations, meal plan changes and cancellations on a timely basis.

• Responsible for follow-up calls to clients and/or emergency contacts when a client does not answer the door

• Responsible for handling critical incidents, including immediate communication to the Director of Development, Executive Director and Director of Community Relations, as appropriate.

• Responsible for accurate documentation of all client-related information/conversations in client’s record. Ensure confidentiality of client information and maintain records in accordance with Meals on Wheels policies and procedures.

• Responsible for timely phone re-assessments, comprehensively documenting all client-related information/conversations in the client’s record.

• Responsible for the efficient and effective handling of inquiry calls, knowledge of and communication with referral sources; providing program information to individuals, agencies, facilities, and professionals; making outside referrals when appropriate;

• Act as a resource to families, outside agencies and staff. Develop and maintain positive relationships with referral sources to facilitate qualified client acceptance as well as follow-up contact relating to disqualified referral and/or transfers.
• Provide relevant daily, monthly and/or quarterly reporting as requested. Enter all data into ServeTracker/FundTracker as requested and following Meals on Wheels policies and procedures.

• Other duties as assigned
• Outside travel as directed by the Director of Client and Nutrition Services or Executive Director

• Passion for the mission of Meals on Wheels
• Must have enthusiasm and possess excellent customer service skills
• Enjoy working with people and possess a friendly and outgoing personality
• Excellent communication skills (verbal and written)
• Excellent computer skills
• Must be a team player
• Flexible, reliable, dependable and motivated
• Ability to be efficient and productive in a fast-pasted environment
• Attention to detail, accuracy, accountability and confidentiality crucial
• Hospitality, patience, attention to civility and courtesy; pleasant and clear telephone voice
• Professional personal presentation
November 14, 2014
Please forward cover letter and resume to
Catriona Carlisle, Executive Director Meals on Wheels

Catriona Carlisle