Supportive Services Coordinator

About the Job

The Supportive Services Coordinator plays a vital role in Compass’s Opt-Out service delivery model, serving as the first point of contact for clients enrolled in the Family Self-Sufficiency (FSS) program through default enrollment. This position is focused on delivering welcoming, supportive, and informative experience for clients, ensuring they are connected to the appropriate internal and external resources to meet their goals as well as light technical support and education on use of the Client Portal App.

Skills We’re Looking For

• Strong communication skills with the ability to explain services in a clear and respectful manner
• Technologically fluent, with strong command of Google Workspace and CRM tools (e.g., Salesforce), and ability to support clients in navigating digital platforms, including Compass’s service delivery app.

About the Role

Reporting to the Community Outreach & Enrollment Specialist Manager (COESM), the Supportive Services Coordinator is responsible for conducting needs assessments, providing referrals, and ensuring warm handoffs to financial coaching and community-based services. Coordinators help clients navigate services within Compass, the broader ecosystem & utilization of the Client Portal App, supporting access to benefits that can enhance economic mobility and long-term stability.

This is a hybrid position with flexibility for remote work. Candidates located in the Chicago area are required for in-person community and outreach support.

Primary Responsibilities:

Client Engagement and Support

• Serve as the initial point of contact for participant clients through Compass's hotline, email, or app.
• Conduct needs assessments and explains program benefits including escrow savings, interim disbursements, and supportive services.
• Respond promptly and empathetically to client inquiries.

Supportive Service Navigation

• Connect clients with internal resources such as financial coaching and grant programs (e.g., Welcome Home Fund, DAP).
• Provide referrals and warm handoffs to external services such as employment, education, housing, and mental health resources.
• Maintain an up-to-date directory of community resources.
• Provide education on program requirements, benefits & support on utilizing the Client Portal App.
• Provide light touch technical assistance to clients in navigating the Opt Out Client Portal App.

Cross-Functional Collaboration

• Coordinate with Financial Coaches and the Manager of Opt-Out Operations to ensure seamless client service delivery.
• Attend team meetings and support process improvement efforts.
• Share client trends and needs to inform Compass's strategy.

Documentation and Data Integrity

• Accurately document client touchpoints and service outcomes in Salesforce within 24 hours.
• Ensure data quality and confidentiality compliance.

Qualifications and Skills:

Required

• 2+ years of relevant work experience in case management, customer service, or related fields.
• Commitment to Compass’s mission and values, with a passion for advancing financial mobility and equity.
• Strong communication skills with the ability to explain services in a clear and respectful manner
• Cultural humility and ability to work with diverse populations.

Preferred

• Knowledge of public housing or financial capability programs.
• Strong sales or costumer service experience
• Bilingual in Spanish or another commonly spoken language in CHA communities.
• Familiarity with Chicago-area service providers.

This position is tied to a three-year program partnership, with the potential to grow into other opportunities at Compass as the initiative evolves.

Equal Opportunity Statement

Compass Working Capital is an Equal Opportunity Employer. We consider applications for all positions, without regard to age, race, color, ethnicity, national origin, ancestry, creed, religion, gender, gender identity or expression, sexual orientation, citizenship, physical or mental disability, medical condition, genetic information, marital status, veteran status, military status, or any other characteristic protected by applicable law.

Compass Working Capital is committed to ensuring individuals with disabilities receive the accommodations required for them to interview for a position on our team. Should you requireaccommodations, please contact hr@compassworkingcapital.org.

Compass also provides hiring preference to Section 3 residents. Section 3 Residency is defined as a “low-income resident” of the area where the HUD-assisted project is located.

For the purposes of Section 3, "low-income" is defined as 80% of the Area Median Income. To learn more information about Section 3 income eligibility, please refer to the Housing and Urban Development (HUD) Website.

• The salary range for this role is $47,170 to $56,445 commensurate with experience. We’llpromote your professional growth and development by providing access to a competitive salary and benefits package and additional employee benefits that include but are not limited to:
• Healthcare: medical, dental, vision: Compass covers up to 80% of employee premiums and 80% for dependents. There is no waiting period to enroll in health insurance.
• Retirement plan 401(k) & 3% match
• Parental Leave: Employees who have been employed for at least three (3) months are eligible to take up to 12 weeks of unpaid leave. *Employee must be with the organization for six (6) months to receive up to six (6) weeks of full pay from the organization.
• Life insurance & disability Insurance
• Paid time off: Employees receive up to 36 Wellness days and 8 holidays per calendar year, plus the final week of the calendar year off as an organizational wide holiday. All employees enjoy a two-hour early closure starting the Friday after Memorial Day through the week of Labor Day.
• Flexible Spending Account (FSA)
• Dependent Care Flexible Spending Account
• Professional development & certification
• Pre-tax commuter benefits
• Employee Assistance Program (EAP)
• Office closed the final week of calendar year
• Equipment: $200 one-time stipend for work from home expenses
• Internet Reimbursement: Up to $40 per month for personal internet expenses