Virtual Client Support & Communications Coordinator

Time Commitment: flexible schedule

Duration: Ongoing or minimum 3-month commitment preferred

Compensation: This is a volunteer opportunity only. This position is not paid and is not intended as a pathway to employment.

The Client Support & Communications Coordinator serves as a compassionate and reassuring voice for individuals and families seeking assistance from My New House. Many of our clients contact us during difficult and stressful times, often facing homelessness, housing instability, food insecurity, or financial hardship. This volunteer will answer phone calls and emails, provide information about available services, listen with empathy, offer encouragement, provide case updates when available, and help connect clients with the appropriate resources and staff.

This role requires patience, professionalism, strong communication skills, and a genuine desire to help people feel heard, valued, and supported.

🧩 Key Responsibilities

• Answer incoming phone calls and respond to client emails in a professional and compassionate manner.
• Listen attentively to clients' concerns and provide emotional support when appropriate.
• Explain My New House programs, services, eligibility requirements, and appointment procedures.
• Provide updates regarding case status and pending requests when information is available.
• Direct inquiries to the appropriate department, volunteer, or case manager.
• Document communications and maintain accurate records of client interactions.
• Follow up with clients regarding appointments, referrals, and requested services.
• Assist clients in understanding next steps and required documentation.
• Escalate urgent concerns to supervisors or designated staff members.
• Represent My New House with professionalism, empathy, and respect at all times.

✅ Qualifications

• Exceptional verbal and written communication skills.
• Strong customer service and active listening abilities.
• Ability to remain calm, patient, and compassionate when speaking with individuals experiencing crisis or hardship.
• Strong organizational and documentation skills.
• Comfortable using email, phone systems, and basic computer applications.
• Bilingual (English/Spanish) preferred but not required.
• Ability to maintain confidentiality and adhere to organizational policies.

🛠 Training Provided

• Orientation to My New House's mission, programs, and services.
• Training on client communication, confidentiality, and case management workflows.
• Guidance on responding to common client questions and concerns.
• Ongoing support and supervision from leadership and case management staff.

🌟 Impact

As a Client Support & Communications Coordinator, you may be the first person a client speaks to during one of the most challenging periods of their life. Your kindness, patience, and willingness to listen can provide comfort, hope, and direction to individuals and families facing housing instability and other hardships. By helping clients navigate available resources and stay connected to services, you play a vital role in ensuring that every person who reaches out to My New House feels heard, respected, and supported.

My New House is a 100% volunteer-based organization. We are not hiring for paid positions at this time. Instead, we welcome individuals who are passionate about serving others and creating meaningful change in underserved communities. Volunteers are the foundation of our organization and make our work possible.

🚀 Get Started

To get started, we'd love to invite you to schedule a brief orientation with Gaby Mena, Human Resources. Please use the link below to choose a time that works best for you:

👉 https://mynewhousela.org/volunteer12

🔑 Keywords

Client Support • Customer Service • Community Outreach • Housing Assistance • Social Services • Call Center Support • Crisis Support • Case Management Support • Active Listening • Nonprofit Volunteer • Communications • Client Advocacy • Email Support • Phone Support • Community Resources • Housing Navigation • Human Services • Volunteer Opportunity • Bilingual Preferred • Make a Difference