Client Relations

Children's Network of Hillsborough•Egypt Lake-Leto, FL

21h•Onsite

About The Position

The Client Relations position serves as a liaison between the community and Children’s Network of Hillsborough. It is an in-office-based role averaging 40 hours per week, with standard business hours of 8:00 a.m. to 5:00 p.m., Monday through Friday. Hours may vary, including evenings and weekends, to meet operational demands; compensation is provided in accordance with the Fair Labor Standards Act and agency policies. Travel within and outside Hillsborough County is required. Employees must complete 15 hours of training annually and meet any continuing education requirements applicable to their credentials or licenses. This position has no supervisory responsibilities. The role supports positive communication and relationships with clients, foster parents, community stakeholders, agency staff, and other partners. It manages community complaints and concerns, tracks and evaluates client grievances, supports public relations and communications, oversees requests for access to client records, develops systems for distributing resources, and trains project staff in client relations and customer service. Accurate service documentation and required monthly or quarterly reporting are also part of the role.

Requirements

Bachelor’s degree in human services, public relations, or a related field, or previous experience or knowledge of the child welfare system.
Strong interpersonal and communication skills and the ability to foster positive relationships with clients and stakeholders.
Ability to actively listen, understand client needs, and respond promptly and professionally.
Strong problem-solving and conflict-resolution abilities, using diplomacy and tact.
Strong organizational skills and attention to detail, including the ability to manage multiple client accounts, track interactions, and maintain accurate records.
Adaptability and the ability to collaborate with internal departments.
Ability to combine empathy, professionalism, and strategic thinking in support of client and organizational goals.
Proof of education.
Valid driver’s license and proof of insurance; driver’s license check required.
Successful criminal background screening, including fingerprinting through local law enforcement and FBI/FDLE, and drug screening.
Ability to read, analyze, and interpret general business documents, policies, and regulations, and to respond to stakeholder inquiries or complaints.
Ability to present information effectively and respond to questions from employees, management, and external stakeholders.
Mathematical skills for analyzing data, managing budgets, performing financial calculations, interpreting statistical data, developing forecasts, evaluating metrics and KPIs, and supporting operational decisions.
Ability to define problems, collect data, establish facts, and draw valid conclusions; interpret technical instructions; and apply common-sense reasoning to written, oral, or diagrammed instructions.

Nice To Haves

Previous experience or knowledge of the child welfare system.

Responsibilities

Establish and maintain positive working relationships with internal and external customers.
Answer or route community complaints and concerns.
Track, measure, and evaluate client complaints and grievances, with the goal of reducing them each quarter.
Develop and maintain a client concern line to improve communication and responses to clients, foster parents, and community stakeholders.
Assist with local public relations, including developing marketing materials, newsletters, and press releases.
Develop, maintain, and evaluate communications systems for project staff, foster parents, stakeholders, the Department of Children and Families, legislative offices, and other community groups.
Oversee and track requests for access to client records.
Develop a system to increase, track, and distribute resources for clients and children.
Provide project staff training in client relations, communication, and customer service.
Ensure accurate documentation of services and submit required monthly or quarterly reports.
Perform other duties as assigned to support departmental and agency goals.
Travel within and outside Hillsborough County.
Complete 15 hours of training annually and maintain any applicable credential or licensure training requirements.