Bilingual (Spanish/English) Client Services Associate-Family Advocate

Description

The Dallas Children’s Advocacy Center is seeking an experienced Client Service Associate to join the the Performance Outcomes & Program Support team.

POSITION:              Client Services Associate-Family Advocate          

REPORT TO:           Assistant Director of Program Support

DEPARTMENT:       Performance Outcomes and Program Support          

FLSA:                      Non-Exempt (Hourly)

WORK HOURS:     Monday-Friday: 8-4 or 9-5 pm, with one weekday 12-8 pm (late evening to be determined according to business needs) 30-minute paid lunch break.

ABOUT DCAC: The mission of the Dallas Children's Advocacy Center is to improve the lives of abused children in Dallas County and to provide national leadership on child abuse issues. DCAC is a non-profit organization and the only agency of its kind in Dallas County, working in agreement with public and private agencies to investigate, prosecute, and provide healing services for child abuse cases in Dallas County.

We reduce the victimization of the child, remove barriers to investigation and treatment, and enhance criminal prosecution with our distinctive multidisciplinary and united approach to these complex and severe cases, all at no cost to our clients. Each year, DCAC serves over 13,000 children and their non-offending family members.

We are a national and international leader in the Children's Advocacy Center movement, recognized for our expertise in the identification, investigation, and prosecution of child abuse cases; cutting-edge clinical services and programs for the victims and their non-offending family members; and our community and professional training programs.

Everyone involved in DCACs work shares a common set of core values:

• We are child-centered, family focused and community driven.
• We act with dignity and compassion in all that we do.
• We recognize our staff as our greatest asset.
• We operate as a seamless team.  

GENERAL DESCRIPTION:    

The Client Services Associate-Family Advocacy supports the Family Advocate program with administrative support.

Essential Duties and Key Responsibilities:

• Inputs all client family data including creating family member files in the DCAC client management database system.
• Reviews and edits client and family files and documents all client contact calls in real time in the DCAC client case management database system.
• Contacts incoming IFAC (Irving Child Advocacy Center) and external referrals for Family Services within two (2) business days of the initial referral to provide an overview of DCAC services, and schedule client for a screening appointment.  
• Re-Schedules any missed client screening appointments within two (2) business days.  
• Serves as point of contact for clients calling to return to services and schedule screening or external agency appointments based on clients’ needs.
• Schedules all transportation requests for clients receiving Family Advocacy services, as needed.

• Interprets Spanish translation language or documents for direct services and external partners as needed.
• Assists in ordering office supplies for Family Advocacy team, as needed.
• Sends monthly OMS data report to necessary staff.
• Returns voicemails and replies to emails within two (2) business days.  

Professional Development:

• Participates in professional development training related to current role.
• Actively participate in on-the job cross training with client services associates peer group.
• Attends agency wide mandatory employee meetings.
• Employees who are bilingual (English/Spanish) are required to complete translation training through TIN (Translation Interpretation Network).

Other Duties:

• Serves as back-up for front desk receptionist by answering phones, greeting clients, partners, and visitors.
• Serves as back up for other Program Support team members, when needed.
• Attends all staff meetings.
• Orders the food for PSB (problematic sexual behavior) groups and may assist with ordering food for other program groups when the Team Lead is not available.

• Manages, distributes, and reviews incoming and completed document translation requests as needed.
• Completes translations requests (bilingual English/Spanish) as received.
• Works with the performance outcomes team to research and update missing client demographic information in the client database. 
• Participates and attends Crimes Against Children Conference.
• Other duties as assigned.

Qualifications

Education and Experience: High School diploma and three (3) years of administrative experience required.  Bilingual (English/Spanish) preferred, but not required.

Language: Bilingual (English/Spanish) speaking, reading and writing, required.

Software knowledge required: Microsoft Office Suite: Outlook and SharePoint, Adobe and database experience.

Knowledge, Skills, and Abilities:

• Knowledge of general administrative services responsibilities and duties.
• Knowledge of office automation including email, fax, scanning, printing, and internet usage.
• Knowledge of common software and database systems related to administrative duties.
• Knowledge of HIPAA regulations.
• Ability to be resourceful, flexible, possess a positive attitude, tact, good judgement, and cultural sensitivity towards others.
• Ability to ensure client confidentiality in all work.
• Ability to plan for and keep track of multiple tasks and duties.
• Ability to problem-solve and critically think in a fast-paced environment.
• Ability to demonstrate and provide great customer service in chaotic environments.
• Skilled in time management, communication, organization and attention to detail.
• Skilled in Microsoft Office (intermediate)
• Skilled in handling escalated issues via phone and in-person.
• Ability to establish and maintain professionally challenging achievement goals and exerting effort toward mastering tasks and a willingness to take on responsibilities and challenges.
• Demonstrated ability to work with all levels of employees, board members, partners, and community.

WORK ENVIRONMENT:

Work Location: All work must be performed in the office due to client confidentiality.  

Mental and Physical Abilities: Duties are usually performed seated with occasional periods of standing or walking. Limited physical effort is required associated with lifting and carrying objects (less than 25 lbs). 

Working Conditions: Work may be performed but is not limited to an office environment.

Essential Functions: This job description should not be interpreted as all-inclusive.  It is intended to identify the essential functions and requirements of this position.  The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this job description.

Core Values:

Must demonstrate/live our organization’s core values: 1. Put the child first in all we do, 2. Operate as a part of a seamless team, 3. Work with a servant’s heart.

DCAC is proud to be an Equal Opportunity Employer and we believe in an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Benefits

At DCAC, we value our employees and are committed to providing a comprehensive benefits package that supports your well-being and professional growth.

• Competitive Compensation
  • Attractive salary commensurate with experience.
  • Performance-based bonuses recognizing your contributions.
• Health and Wellness
  • 100% Paid Employee Health Insurance (PPO)
  • 100% Paid Employee Dental Insurance
  • Vision Insurance through Superior Vision
  • 100% Paid Short-Term and Long-Term Disability Insurance
  • 100% Paid Basic Term Life and AD&D Insurance (one times your annual earnings up to $50,000)
  • Employee Assistance Program (EAP) for confidential support
  • Health Advocate Services
  • WellVia Teladoc Program for virtual medical consultations
• Financial Security
  • 403(b) Retirement Plan with up to a 4% employer contribution
  • Flexible Spending Account (FSA)
  • Dependent Care Spending Account
  • Supplemental Insurance Options: Accident, Hospital Indemnity, and Critical Illness Insurance
  • Participation in the Public Service Loan Forgiveness Program (PSLF)
• Work-Life Balance
  • Paid Time Off
    • 10 Paid Holidays
    • 2 Floating Holidays
    • 14 Wellness Days
    • 10 Vacation Days
  • Six Weeks of Paid Parental Leave
  • Cell Phone Stipend
  • Bilingual Stipend (English/Spanish) of $2,700 annually
• Additional Perks
  • Pet Insurance through Nationwide
  • Legal Services through Freshbenies
  • Supportive and inclusive work environment
  • Opportunities for professional development and growth

Why Join DCAC?

• Make a Meaningful Impact: Contribute to an organization that makes a real difference in the lives of children and families.
• Leadership Opportunity: Lead transformative initiatives and shape the future of DCAC's advancement efforts.
• Collaborative Culture: Be part of a team that values collaboration, diversity, and innovation.
• Professional Growth: Access to resources and opportunities that support your career advancement.

Salary : $2,700 - $50,000