Client Support Specialist

Chicago, IL, United States

**Client Support Specialist**

**Department:** Operations **Location:** Chicago, IL

***This is currently a full time 6-month position with the potential to become full-time.***

***This role is a full time position for high volume sites that also exhibit longer case durations.***

**About The Bail Project:**

*The Problem*

There is no place in the criminal justice system where money more clearly buys justice that bail. People who cant afford bail remain in jail before trial, while those with money buy their liberty. Tying freedom to financial ability upends the presumption of innocence, tears lives apart, and perpetuates racial and economic disparities. It is also a key driver of mass incarceration. Each year, an estimated 2.5 million people sit in jail cells across America because they cannot afford bail.

*The Response*

The Bail Project is a national nonprofit that provides free bail assistance and pretrial support to thousands of low-income people every year. We are on a mission to combat mass incarceration and demonstrate that a more humane, equitable, and effective pretrial system is possible.

*The Model*

The Bail Project uses a national revolving bail fund to pay bail for individuals who are legally presumed innocent, and whom a judge has deemed eligible for release. We then provide court reminders and work with local partner organizations to connect our clients with voluntary social services and community-based programs. We call this model Community Release with Support, and it has proven highly effective in helping people make their court dates. As our clients cases close, bail comes back into the fund where it is recycled to help additional people. In addition to these direct services, The Bail Project gathers human stories and data from our sites to support grassroots advocacy and inform policy recommendations.

*The Team*

We are a community of advocates committed to ending mass incarceration and advancing racial and economic justice. Our organization consists of a central support HUB and a growing network of client advocates or Bail Disruptors who work in their local communities to provide bail assistance and help advance advocacy efforts on the ground.

**Job Purpose:**

The Client Support Specialist is responsible for following up with long-term clients to assist them with attending court dates and connecting with supportive services. The position will also engage with community partners to seek improved social service opportunities for TBP clients.

**Essential Duties:**

*Client Support And Outreach*

* Triage and respond to incoming client requests for supportive services in real-time and as needed to ensure prompt delivery of services

* Respond to incoming requests for court information from clients within 24 hours

* Assist clients with coordinating rides to court when requested for clients that roll off of a BD caseload (after 30 days or first court appearance) for the duration of their case

* Reach out to non-responsive clients to confirm attendance for upcoming court dates

* Connect with clients after handoff from BD to determine whether they have engaged in supportive services and coordinate new referrals to address their current needs

* Connect with clients at the resolution of their criminal cases to collect feedback and assist them with any re-entry supports that may be necessary

* Contact clients who have missed court to guide them through resolving bench warrants

*Partner Engagement*

* Work with Ops Manager and Director of Client Support Services to ensure local community support organizations are identified and contacted to serve pre-trial populations

* Update and add new partners regularly to address client need gaps

* Conduct routine meetings/contact with service providers to ensure service quality for clients

* Collect feedback from clients about their experience with service providers

* In collaboration with the Ops Manager ensure adequate documentation of client advocacy records in

* In collaboration with the Ops Manager oversee 3rd party contracts that provide client support services

*Data Entry*

* Effectively document client advocacy efforts using Salesforce (SF)

* Update client court outcomes, future court dates, case outcomes, refund / forfeiture information

Additional Duties As Assigned By Ops Manager

**Position Results Description:**

* All clients contacting staff about transportation assistance or court appearance coordination receive a response within 24 hours or sooner if needed to ensure appearance

* All clients who do not respond to automated text reminders about their court dates receive up to two phone call attempts prior to court date

* All clients receive a phone call attempt the week after their case concludes

* All client requests sent to Twilio text number are either addressed or passed on to relevant staff within 24 hours of sending

* All contacts will be documented as case notes in SF in real time - not to exceed 24 hours upon completion of service delivery

* Connect clients to resources as needed and routinely monitor results of support organizations to ensure quality and efficacy of services by implementing feedback surveys to clients via phone calls, emails, text messages

**Qualifications:**

* Invested in the local community and demonstrates an interest in racial and social justice and/or criminal legal reform

* Relates to and effectively communicates with people from all economic, racial, age, ethnic, and social groups

* Applies effective interpersonal, organizational, and problem-solving skills to prospective partners and maintains strong relationships with external stakeholders including jail administrators, judges, elected officials and media

* Delivers well designed and clear presentations to external audiences

* Takes responsibility for results, is self reflective and seeks out and considers feedback

* Demonstrates knowledge of using computers and navigating software programs, with experience in Salesforce, G suite, and Microsoft Excel a plus

* Experience with entering client data and has skills in basic data analysis (or a willingness to learn)

* Committed to completing daily work in an accurate, timely, and consistent manner

* Generates alternative solutions to address client needs and work challenges

* Comfortable implementing organizational procedures and making effective and timely decisions

**Hours**

* This is a full time position working 40 hours per week (actual distribution of hours may vary depending on site/jurisdictional need)

**How to Apply:**

Interested applicants should submit a resume and cover letter. In the cover letter, please address the following:

* Please share 2-3 experiences that highlight why you would be a strong candidate for the Client Support Specialist position.

No faxes or phone calls please. Applicants will be notified regarding whether or not they have been selected for an interview. **Applications without cover letters will not be processed.**

*The Bail Project is proud to be an equal opportunity/affirmative action employer and actively seeks the candidacy of people of color, women, LGBTQIA people, and formerly incarcerated individuals. We are committed to inclusive hiring and dedicated to diversity in our work and staff.*