Client Relations

Mission Statement

The Children’s Network of Hillsborough is committed to working with the community to protect children and preserve families.

General Purpose of Job

The purpose of the position is to provide a liaison between the community and Children’s Network.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

• Establish and maintain positive working relationships with internal and external customers.
• Responsible for answering or routing community complaints and concerns.
• Track, measure and evaluate client complaints/grievances with the overall goal to decrease the number of complaints and grievances per quarter.
• Develop, maintain and client “concern line” to improve overall communication and response to clients, foster parent and community stakeholders in the community.
• Assist with local public relations efforts to include development of marketing materials, newsletters and press releases.
• Develop, maintain and evaluate a system of communication with project staff, foster parents, stakeholders, Department of Children and families, legislative offices and other community groups to ensure pertinent project information is disseminated as appropriate.
• Oversee and track request for access to client records.
• Develop a system to increased, track and distribute resources for clients and children.
• Provide training to project staff related to client relations, communication and customer services areas.
• Assure accurate documentation of services provided; submit monthly or quarterly reports as required.
• Perform other duties as assigned to support departmental and agency goals, as needed and appropriate to the position.

Working HOurs

Children’s Network of Hillsborough’s standard business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday. This position is an in-office based position that averages 40 hours per week. Work hours may vary outside of these standard hours, including evenings and weekends, as needed to meet operational demands. All hours worked will be compensated in accordance with the Fair Labor Standards Act (FLSA) and agency policies, including applicable overtime and other compensation requirements.

Travel

Travel within and outside of Hillsborough County is required.

Training

All employees are required to complete fifteen (15) hours of training annually, which may be completed online or in a classroom setting. Employees who hold a credential or license relevant to their position must ensure that all training and continuing education requirements are met to maintain their credential or licensure.

Supervisory Responsibilities

This position does not have supervisory responsibilities

Qualifications

Education and Experience

• Bachelor’s degree in human services, public relations or other related field or
• Previous experience or knowledge of the child welfare system preferred

Skills and Abilities

Must demonstrate strong interpersonal and communication skills, fostering positive relationships with clients and stakeholders. Possess the ability to actively listen, understand client needs, and respond promptly and professionally, ensuring high levels of satisfaction and trust. With strong problem-solving and conflict resolution abilities, they navigate challenging situations with diplomacy and tact. Should be highly organized and detail-oriented, capable of managing multiple client accounts, tracking interactions, and maintaining accurate records. Additionally, they exhibit adaptability and teamwork, collaborating effectively with internal departments to provide seamless support and enhance the overall client experience. Demonstrate the ability to combine empathy, professionalism, and strategic thinking to support both client goals and organizational objectives.

pre-employment requirements

Certificates, License, Registrations, backgrounds, drug screens, Etc.

• Proof of education is required
• Valid driver’s license required, with proof of insurance
• Driver’s license check is a requirement
• Criminal background screening (fingerprinting) (Local Law Enforcement and FBI/FDLE)
• Drug Screening is a requirement
• Children’s Network participates in E-Verify

Other Requirements

LANGUAGE SKILLS

Ability to read, analyze and interpret general business documents, policies, and regulations is essential.  Ability to respond to common inquiries or complaints from various stakeholders of the agency. This position also requires the ability to effectively present information and respond to questions from employees, management, and external stakeholders.

MATHEMATICAL SKILLS

Demonstrates strong mathematical skills essential for analyzing data, managing budgets, and optimizing operational efficiency. Proficient in performing financial calculations, interpreting statistical data, and developing forecasts, they support data-driven decision-making and strategic planning. Their expertise includes working with complex metrics, identifying trends, and evaluating key performance indicators (KPIs) to ensure informed operational adjustments.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.  Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.  Ability to be proactive, as well as handle problems involving several concrete variables in standardized situations.

Physical Demands

The physical demands of this position are generally moderate. The role may require extended periods of sitting, standing, and using a computer. Occasional lifting of office supplies, files, or materials up to 25 pounds may be required. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential job functions.

WORK ENVIRONMENT

This is an in-office-based position focused on administrative work, where the noise level may be moderate. This role may involve occasional travel among agency locations, extended periods of computer work, and frequent interactions across multiple departments. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

ADA:      Children’s Network of Hillsborough, LLC will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO:       Children’s Network of Hillsborough, LLC does not discriminate based on race, national origin, gender, religion, veteran status, or disability in employment, in provision of services, or in access to programs.

Children’s Network of Hillsborough, LLC is a Drug-Free Workplace.