Client Support Specialist

This is a non-civil service position with Metro Nashville's Office of Family Safety. This position will maintain an organized and welcoming client environment and manages client flow at the Jean Crowe Advocacy Center for the Office of Family Safety. This position also assists department leadership with administrative duties as needed and will handle confidential and sensitive information. If you have any questions, please contact the Office of Family Safety at 615-880-1100.

Front Desk

• Provide a warm and welcoming environment for clients.
• Respectfully assist with clients and partners with questions and needs.
• Orient and assist Jean Crowe Advocacy Center clients and their children to help ensure a positive experience.
• Answer phones and route calls and voice messages to appropriate parties.
• Enter client data into database.
• Monitor client flow and locations within center.
• Monitor client activity within the center via CCTV.
• Communicate with advocates and management about client service needs and follow up needs.
• Assess and order supplies monthly.
• Perform opening and closing duties as needed. These duties include coffee station maintenance, maintaining clean and orderly workstations in client areas.
• Submit and manage building maintenance requests as needed.
• Receive, sort and distribute mail as needed.
• Maintain professional relationships with partners, including making referrals, maintaining contact information, and welcoming partners to the Family Safety. Center and the Jean Crowe Advocacy Center.
• Promptly relay information from on-site partners, including court staff, judges, members of the District Attorney’s Office, and any other partner agency.
• Share court information with advocates and interns in order to be sure that the needs of court clients are addressed and that those clients are escorted to court, when applicable.
• Maintain all OFS phone contact directories with new staff and building staff.
• Monitor phone lines.
• Assess inventory of client donations closet, notify when donations are getting low, and assist the Assistant Director of Community Engagement with organization of all OFS donations (including communications on when donations are received).
• Screening donation calls to assess appropriate donation type.

Office Management & Administrative Support

• Assist OFS Office Manager with scheduling and preparation for meetings, events, site visits and tours.
• Copying and/or organizing files for OFS projects and presentations.
• Collect client surveys and assist with tallying and compiling survey stats and comments.
• Assist with department technology needs, including liaising with ITS and JIS.
• Manage conference rooms, attendees, and schedules.
• Assess inventory of client resource supplies and order or print when inventory is low.
• Assess inventory of client donations closet, notify when donations are getting low, and assist Assistant Director of Community Engagement with organization of all OFS donations.
• Create client resource folders for advocates to distribute with appropriate resources.
• Assist with OFS client and partner stats.
• Assisting with special events and tours of Family Safety Centers, including coordinating requests, schedules, and preparation.
• Manage conference room use and preparations needed for attendees.
• Establish and maintain positive and supportive working relationships.
• Be consistently positive, warm and inviting with clients, co-workers, and others that work in the Family Safety Center. Work alongside interns, assisting with their training, as needed.
• Note: this job description is subject to modification based on the needs of the department and staff in this position would be notified of any such changes.
• High School Diploma or equivalent
• 2 years of increasing responsible administrative or customer service experience
• Experience with Microsoft programs (Excel, Access, PowerPoint)
• Fluent Spanish Speaker
• Candidates with accreditations earned in a foreign institute are encouraged to apply.
• Demonstrated understanding of the dynamics of interpersonal violence.
• Ability to problem solve, be highly efficient, and detail-oriented.
• Strong interpersonal skills, including written and oral communication skills.

Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the state of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

We are an equal opportunity employer that values diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. Requests for ADA accommodations should be directed to HR @615-862-6640