Client Support Services Program Assistant

ABOUTUS

The pretrial stage is a critical juncture in the larger criminal justice process; whether or not someone gets out of custody after arrest is a major determinant of the ultimate outcome of the case, as those who remain in jail are more likely to face a conviction than those who are released. In addition, the presumption of innocence and constitutional protections against excessive bail are two of our most foundational legal principles. Despite these facts, and against the backdrop of mass incarceration nationwide, jail populations in San Francisco and across the country are disproportionately composed of pretrial individuals.

We work to address this critical issue by providing alternatives to pretrial incarceration. By doing so, the San Francisco Pretrial Diversion Project does its part to prevent unjust harm and unnecessary incarceration. Rather than languishing behind bars, newly arrested people can be released to our services to receive care, support, case management, and referrals to outside treatment providers. Our services are diverse and wide-ranging in recognition of the many needs that justice-involved people may have. Further, San Francisco has been the seat of new bail reform initiatives in California, which has afforded us the opportunity to continue to grow and build on our 45 years of experience overseeing pretrial services in the City and County.

SUMMARY

The Program Assistant is responsible for performing all front desk duties, while providing exemplary customer service to a diverse population. Communicates confidently and clearly, while maintaining attentiveness, patience and respectful demeanor. Assists in maintaining the health and safety of the office. Provides administrative and program support as needed by the Client Services and Operations Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Greet clients and visitors at the front desk and answer/route incoming telephone calls in a courteous and professional manner. Provide superior customer service, at all times.
• Review, prioritize, track, direct voicemails and messages to the appropriate personnel and department.
• Assist clients with general questions regarding court reminders and dates, treatment plans requirements, resources, and payment information.
• Connect clients with an assigned Case Manager. If no assigned case manager, reach out to relevant program supervisor
• Maintain the client database by accurately entering and updating client information.
• Process client payments and required service documentation.
• Greet and assist vendors. Provide all visitors with a Guest ID badge
• Process and deliver postal mail and faxes on a daily basis to the correct personal and department.
• Assist the Lead Program Assistant and Operations Manager with ordering office supplies and maintaining the health and safety of the reception area, bathrooms, kitchen areas and overall office environment.
• Provide administrative support for various programs including scanning and filing client records and documentation.
• Punctuality and regular and reliable attendance.
• Perform other duties as directed, developed or assigned.
• Greet guests and provide them with superb customer service.
• Ensure the front desk is neat, presentable, and stocked with all the necessary supplies such as pens, forms, and paper.
• Answer all client questions and incoming calls.
• Redirect phone calls to the appropriate department and take down messages.
• Accept all letters and packages, and distribute them to their appropriate departments.
• Monitor, organize and forward emails.
• Track and order office equipment and supplies within authority a - Maintain records and files.
• Oversee the office budget.

Requirements:

• High school diploma or relevant qualification.
• A minimum of 2 years of proven experience in a customer facing service or similar role.
• Good understanding of customer service and office administration.
• Superb written and verbal communication skills.
• Excellent organizational and multitasking abilities.
• Strong knowledge of MS Office programs.

SUPERVISORY RESPONSIBILITY None.

Comprehensive benefits package including health, dental, vision, and life insurance

403(b) retirement plan

Generous paid time off (23 vacation days, 14 holidays, floating birthday)