Client Experience Specialist

Position Summary

The Client Experience Specialist is responsible for supporting the day-to-day operational and direct client care needs of Awkward Recovery. This role works closely with clients, families, the clinical team, admissions, operations, leadership, and partner programs to help ensure a smooth client experience and that services are delivered in accordance with Awkward Recovery expectations, policies, and procedures.

The Client Experience Specialist serves as a consistent point of support throughout the client experience, assisting with admissions, orientation, client engagement, facility operations, communication, documentation, and discharge planning.

Responsibilities

• Support daily operational activities, including facility needs, client support, scheduling, and general program operations.
• Maintain a safe, supportive, organized, and professional environment for clients, staff, and visitors.
• Identify operational challenges or client experience concerns and communicate them promptly to the appropriate supervisor.
• Assist with data collection, tracking, and reporting related to program operations, client experience, and quality improvement.
• Support the use and maintenance of the client tracking systems and other operational technology.
• Assist with ordering and organizing necessary program supplies and equipment.
• Participate in regular staff meetings to communicate updates, address concerns, and support continuity of care.
• Assist the admissions team as needed, including answering admissions calls, conducting pre-screen assessments, setting up new client charts in the EHR (electronic health record), entering client information into tracking systems, scheduling initial sessions based on clinician availability, and communicating new admissions to the team.
• Conduct client and family orientations for new admissions, including reviewing Awkward Recovery programming, expectations, guidelines, services, schedules, and relevant policies.
• Meet with clients routinely to build rapport, assess their experience within the program, identify barriers to engagement, support discharge planning, and provide appropriate peer support.
• Communicate client concerns, changes in presentation, attendance issues, engagement barriers, or other significant information to the appropriate clinical or operational team member.
• Recognize and appropriately respond to mental health or substance-use-related crisis situations, utilize de-escalation skills within the scope of the role, immediately escalate concerns through the appropriate clinical or leadership channels, and complete required documentation.
• Follow established emergency preparedness, crisis response, safety, and risk-management procedures.
• Maintain appropriate professional boundaries and client confidentiality in accordance with organizational policy and applicable regulations.
• Observe and follow the Awkward Recovery Policy & Procedure Manual.
• Complete additional duties as assigned based on organizational and program needs.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Generates creative solutions; Uses intuition and experience to complement data; Works well in group problem solving situations; Uses reason even when dealing with difficult topics.
• Project Management - Demonstrates attention to detail; Communicates changes and progress; Manages project team activities; Designs work flows and procedures.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult situations; Responds to requests for service and assistance; Meets commitments and all deadlines.
• Interpersonal Skills - Focuses on solving conflict; Maintains confidentiality; Maintains professionalism; Open-minded.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness; Gives and receive feedback without detriment to teamwork; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.
• Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results and effective feedback for improvements.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Gives appropriate recognition and feedback to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Takes responsibility for subordinates' activities; Makes self available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Fosters quality focus in others; Improves processes, products and services.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Conserves organizational resources.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Supports affirmative action and respects diversity.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Demonstrates persistence and overcomes obstacles; Thrives for standard of excellence.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Adjusts approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Dependability - Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of manager, clients, customer and the general public.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Physical Demands

The physical demands described here are representative of those that must be met by a contractor to successfully perform the essential functions of this job.

While performing the duties of this job, the contractor is regularly required to walk, talk and/or hear. The employee is frequently required to stand, walk and commute between offices. The contractor is required to use hands to finger, handle, or feel and stoop, kneel, crouch, or crawl. The contractor must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and distance vision.

Work Environment

The work environment characteristics described here are representative of those a contractor encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

General 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Contractor should be capable of dealing with the possible frustrations involved in working within an agency that serves individuals recovering from drug and alcohol addictions and / or mental health issues. The position requires a person who is comfortable with self and is able to deal responsibly and professionally with clients and fellow staff members.
2. Should proficiently meet requirements listed above.
3. Demonstrated computer literacy required. Experience in word processing, internet research, and spreadsheet and database management necessary.
4. Demonstrated ability to develop basic written correspondence.
5. Ability to operate standard office business machines (e.g., computers, printers, modems, fax machines, copiers, telephones, voice mail, etc.) is necessary.

Specific Skills & Qualifications

Following are the qualifications required to perform the essential functions of this position.

• 2+ years experience in related field/position
• High School Diploma, Bachelors, or higher, in related field.
• PSSRS certification
• Ability to diagnose problems quickly and have foresight into potential issues.
• Advanced attention to detail and organization skills
• Must have experience working in drug and alcohol dependency, mental health, family systems and various recovery resources in the community.
• Must have a valid Texas driver's license and liability insurance if driving a personal vehicle on Center business.
• Computer skills adequate to perform Requirements of position.

Preferred Skills & Qualifications

• Extensive understanding of regulatory issues and compliance
• Advanced experience with data analysis and performance metrics

Education and/or Experience

High School Diploma, Bachelors Degree or higher in related field.

Two (2) years minimum experience in leadership with Substance Abuse Treatment and Rehabilitation models are preferred.

Certificates, Licenses, Registrations

• Current, valid Texas Driver's License and driving record acceptable to the Agency's auto insurance carrier. Current proof of personal auto insurance.

Other Skills and Abilities

Experience with fiscal management; principles, practices and techniques of program planning, development and evaluation. Budget preparation and monitoring, principles and techniques of contract negotiation.