POSITION TITLE: Client Services Specialist
FLSA CLASS: Non-Exempt Full Time
REPORTS TO: Program Director DATE: March 2022
The Cancer Resource Center of the Finger Lakes strives to offer support to anyone affected
by cancer regardless of their age, color, disability, ethnicity, family or marital status, gender
identity or expression, language, national origin, physical and mental ability, political
affiliation, race, religion, sexual orientation, socio-economic status, or veteran status, and
other characteristics that make up our community. This inclusive criteria also applies to our
Characteristics of the RIGHT people for the CRC team!
1. VALUES- Honest, Integrity, Teamwork – defined as an atmosphere of mutual support, respect and trust.
2. MOTIVATION- Self-starter and mission driven
3. OWNERSHIP- Personal responsibility for what you are tasked to do.
4. COMMITMENT- Follow through on tasks.
5. PASSION- Passion for the CRC mission that “No one should face cancer alone.”
6. MATURITY- Window vs Mirror – when something goes wrong do you look through the window and blame the team or look in the mirror? When things go right, do you look through the window and give credit to the team or look in the mirror and take credit for yourself? Knowing the difference is maturity.
The Client Services Specialist provides direct support to persons affected by cancer working in collaboration with the Program Director. This position oversees and sets the direction of client support activities including support groups. Serving clients is why we exist as an organization and the Client Services Specialist is the individual most directly involved in carrying out this core mission of the Cancer Resource Center – assisting and supporting those affected by cancer. The Client Services Specialist takes the lead on assessing the needs of our clients to determine the best supports required for the individual.
- Connect with and assess the needs of patients and their families.
- Serve as primary contact for clients with complicated issues.
- Connect clients with cancer information and other resources.
- Provide emotional support to clients.
- *Consider your job description to be the foundation of your responsibilities, not the boundary.
- In partnership with the Program Director, assist with the recruiting and training of new volunteers.
- Connect clients with peer to peer and other appropriate volunteers
- Oversee the scheduling and facilitation of client support groups.
- In collaboration with the Program Director, guide volunteers and other staff members to provide client assistance as appropriate.
- Maintain written records of client activities.
- Serve on the Client Services Committee.
- Serve as a resource for client services assistants and client service volunteers.
- Keep the Program Director and staff aware of client-related issues.
- Identify emerging community needs that potentially affect our clients and assist in developing programs to meet those needs.
- Other duties as assigned.
- Answer phones when needed.
- Assist the team by providing routine administrative support when needed.
- Greet clients and volunteers when needed.
- Attend committee meetings as assigned.
- Represents CRCFL in the community as needed.
- Support the CRC strategic priorities
- Other duties as assigned
- Bachelor’s degree preferred.
- A minimum of 3 years prior experience in human services or related field.
- Ability to assess client needs and subsequently select strategies for supports and service referrals.
- Synergistic approach to working with colleagues, volunteers and community partners.
- Knowledge of cancer and its treatment (preferred), or the ability and willingness to learn.
- Knowledge of local, state and national resources relating to cancer, cancer treatment and financial assistance (preferred). Or the skills and eagerness to research and inform clients about resources found.
- Excellent oral and written communication and listening skills.
- Attention to detail.
- Professional appearance and behavior.
- Ability to maintain confidentiality of all client and organizational matters.
- Willingness to learn new skills and assume new responsibilities.
- Knowledge of the community in order to identify potential resources (including volunteers) desirable.