Technology and Client Service Coordinator

Sojourner Family Peace Center•Milwaukee, WI

6d•$22

About The Position

Sojourner Family Peace Center seeks a Technology & Client Services Coordinator to improve technology use and training that supports our 24-hour Domestic Violence hotline, emergency shelter, and advocacy services. This role combines operational analysis and technology support with direct victim services. The coordinator will work closely with advocates, program leadership, and external vendors to understand current service and data flows, document system protocols, and identify opportunities to improve the reliability and safety of our hotline, textline, and database. The ideal candidate is someone who can listen deeply to frontline staff, translate workflows into clear diagrams and documentation, and help the organization make informed decisions about future technology investments — while maintaining a trauma-informed, survivor-centered lens. Why This Role Matters Technology is not separate from victim services — it is often the pathway to safety. This position plays a critical role in ensuring survivors can reach help quickly, securely, and without barriers, while also helping Sojourner build efficient technology for the future. This role directly supports access to crisis intervention, advocacy, and stabilization services across Milwaukee County through technology.

Requirements

Education or Experience that demonstrates your ability to be successful in this position.
Ability to work independently.
Be detail-oriented, meet deadlines, organized, and work well independently.

Nice To Haves

Experience with systems analysis, service design, business analysis, or operational documentation
Familiarity with hotline, call-center, or crisis-line environments
Experience supporting data integrity, privacy, or compliance in sensitive service settings
Background in training, technical documentation, or staff enablement
Comfort working with vendors or external technology partners
Experience working in or alongside human services, crisis response, advocacy, or nonprofit environments
Strong ability to document processes, create diagrams, and translate complex workflows into clear written and visual materials
Comfort working with technology systems used in client-facing or operational settings (hotlines, case management tools, communication platforms, or similar)
Ability to collaborate with staff across roles and disciplines, particularly frontline advocates
Excellent written communication skills and attention to detail
Commitment to survivor-centered, trauma-informed values

Responsibilities

Support the use of digital intake, reporting, and documentation tools to ensure data accuracy and consistency
Help maintain survivor confidentiality and secure handling of sensitive information in alignment with grant, DOJ, and victim-service confidentiality requirements
Promote best practices around secure, survivor-safe, use of technology
Develop and maintain quick-reference guides, process documentation, and training materials for advocates and volunteers
Train staff on trauma-informed technology use, system workflows, and safety procedures
Serve as a bridge between frontline staff experience and technical understanding
Support and maintain hotline, textline, and virtual advocacy platforms, to ensure uninterrupted access to services.
Help to troubleshoot, support, and resolve issues with staff so they are using technology efficiently.
Partner with program staff to ensure technology supports trauma-informed, confidential service delivery
Document current hotline and advocacy workflows from a technology and data perspective
Create process maps, data flow diagrams, and system inventories that show how calls, texts, client information, and referrals move through the organization
With the support of the Director of IT, identify gaps, risks, inefficiencies, and single points of failure in the current infrastructure
Monitor trends in hotline and client contact activity to inform service quality and operational planning
Contribute to evaluation, reporting, and narrative documentation related to grant-funded activities
Support organizational learning around technology’s role in equitable access to victim services