Job Description

PRC’s Emergency Financial Assistance unit (EFA), established in 1982 (as AIDS Emergency Fund), responds compassionately to the AIDS crisis by providing immediate, short-term financial assistance to help people disabled by HIV/AIDS to cover basic human needs and stabilize their living situations. AEF treats all clients with compassion and respect and believes that people with disabling illnesses have intrinsic value as human beings and deserve full access to medical care, housing and life’s other basic necessities. AEF serves over 2400 individuals a year in an efficient and timely manner. We are looking for a Client Services Manager to join our small team. This is a full-time position with benefits and requires a quick and compassionate individual who can provide a positive and professional environment for clients and volunteers. EFA is an equal opportunity employer and is committed to a diverse work force. We encourage applications from people of color and individuals impacted by HIV

REPORTS TO: Director of EFA Client Services

SUMMARY: The Client Services Manager (CSM) is responsible for ensuring that clients of the agency who access EFA’s Emergency Financial Assistance and Housing Stabilization programs receive efficient, effective, compassionate and professional service. While providing this support to clients, the CSM also manages and supervises volunteers to ensure a uniform level of professional service delivery. Tasks include communicating with clients in person, by phone or email regarding program eligibility, assessing eligibility and collecting appropriate documentation, processing applications for assistance, retrieving and maintaining client files and relevant data, working with referring providers and preparing check payments for approval.

RESPONSIBILITIES: Under the supervision of the Director of Client Services, the Client Services Manager provides direct service and administrative tasks such as:

· Meeting with drop-in clients daily and responding to telephone, fax and email inquiries in a timely, professional and courteous manner

· Ability to work in a fast-paced environment

· Ability to work with a diverse client base, including those recently released from custody, homeless, multiply diagnosed and people with diverse sexual orientations and gender identities

· Determining eligibility, processing applications and inputting data accurately in both electronic and hard-copy systems

· Managing and analyzing client satisfaction survey data

· Assisting volunteers who also provide direct service to clients

· Developing and maintaining relationships with referring agencies and providers to ensure accuracy and reduce barriers

· Keeping up with community resources for referrals

· Understanding and articulating all aspects of client services policies and procedures including client grievance procedures, language access and accommodation policies, confidentiality/HIPAA, etc.

· Other duties as assigned

The Client Services Manager also takes on all aspects of operations such as: reviewing and approving volunteer-created files, managing volunteers and printing client services checks in a timely manner, when the Director of Client Services is off-site.

REQUIREMENTS: This position requires a college degree or four years similar experience; knowledge of socioeconomic needs of low-income communities; superior verbal and communication skills; ability to serve large number of clients in an efficient, professional and courteous manner; and computer literacy including Excel, Word and Access. Bilingual/Spanish English capacity preferred, as is knowledge of HIV/AIDS, substance use, mental health issues; and experience in working in the San Francisco non-profit service delivery model or a harm-reduction framework.

Company Description

Our mission is to help people affected by HIV/AIDS, substance use, or mental health issues better realize opportunities by providing integrated legal, social, and health services that address the broad range of social risk factors that impact wellness and limit potential.