Client Services Coordinator

Interfaith Ministries for Greater Houston · United States

About the Organization

Interfaith Ministries for Greater Houston, now IM Houston , is Greater Houston’s longest-serving interfaith-based social services organization. Originally founded in 1964 as Protestant Charities, we’ve evolved to reflect Houston’s rich diversity of faiths and cultures. Our mission is to bring people of diverse faith traditions together for dialogue, collaboration, and service, as a demonstration of our shared beliefs

While our name and logo have been refreshed, our commitment to empowering individuals and uniting communities has never been stronger. Our core services include:

• Meals on Wheels/Animeals
• Refugee Services
• Interfaith Relations and Community Partnerships
• Volunteer Houston

Position Summary

The Client Services Coordinator is an essential part of the Meals on Wheels (MOW) Client Services (CS) Team. The Coordinator supervises the client intake process, manages the client wait list, and oversees the assignment of initial assessments and reassessments across the Client Services team. The role performs quality assurance/quality control (QA/QC) on client eligibility documentation, supervises the Client Intake Specialist, and supports external compliance monitoring across multiple, multi-million-dollar governmental contracts. The Coordinator must be able to exercise independent judgment to determine client eligibility and resolve discrepancies before they become compliance issues.

Main Responsibilities

• Performs QA/QC checks on all client eligibility documentation, ensuring each client meets eligibility requirements and that documentation meets governmental compliance standards.
• Possesses a thorough understanding of IM MOW's eligibility requirements and the associated compliance standards dictated by government contracts.
• Assesses route availability using internal route capacity management tools.
• Assigns initial eligibility assessments to Assessors to begin service for wait-listed clients, based on route capacity and supervisory guidance.
• Manages the Intake and Reassessment trackers daily, ensuring client eligibility documentation is current and accurate.
• Performs weekly data scrubs and data integrity checks on client eligibility data in the client database.
• Assists with compliance activities, funder monitoring visits, and audit preparations.
• Supervises and mentors the Client Intake Specialist; provides backup to intake duties, when necessary.
• Oversees volunteers and temporary staff within the Client Services department.
• Assists the Client Services Manager with weekly and monthly reporting and billing reports.
• Supports data entry of new client and client client change data for existing clients, in support of the MOW Data & Billing team, as needed.
• Performs customer service activities, as needed.
• Provides administrative support for special projects, as needed.
• Performs other administrative and coordination duties as assigned by supervisor.

Qualifications, Skills & Experience

• High school diploma or GED required; Bachelor's degree in a related field preferred.
• Minimum four years of relevant experience.
• Prior supervisory or people-management experience required.
• Experience working with individuals and groups from diverse cultural backgrounds.
• Bilingual (English/Spanish) capabilities preferred.
• Exceptional written and verbal communication skills, with the ability to communicate at all levels of the organization.
• Exceptional interpersonal and customer service skills.
• Strong problem-solving skills, with an ability to effectively handle complicated situations with flexibility and calmness.
• Strong computer competency with proficiency in Microsoft Office products (Outlook, Word, PowerPoint, Excel, Access).
• Familiarity with, or ability to learn, the ServTracker client database.
• Excellent organizational and time management skills, with a strong ability to manage multiple priorities and deadlines.
• Must have reliable transportation, a valid driver's license, and automobile liability insurance.