About Gladney:
For more than 135 years, Gladneyhas been a pioneer and leading voice for improving the lives of children, adoptive families and birth parents. With unwavering commitment, through good economic times and bad, we have focusedon our mission and made a difference in the lives of birth parents, families and children here and around the world.
About the Job:
The Adoption Admissions Options Counselor is a valued team member with the passion to assist birth parents through their adoption plan. This position provides understanding and support to birth moms and families and adapts well to the changing needs. They respond to inquiries through phone calls, live chat, email, text messaging, Zoom calls, and any other forms of communication. They filter and qualify inquiries to provide a warm handoff for expectant mothers to their caseworker. Information given to related adoption issues should be presented in a non-judgmental way to clients, as well as to parents, fathers of the babies, and significant others who are involved. You’ll need to be a team player, working collaboratively with team members to increase the conversion rate of inquiries. This position works well with extroverted personalities with a passion for serving others.
Duties/Responsibilities:
Respond to inquiries:
- Treat expectant mother inquiries as your top priority. Respond to inquiries promptly
- Establish a relationship of compassion and trust with expectant mothers,approaching birth mothers in a holistic manner, focusing on her and her child’s needs
- Use assigned software, mobile apps, and other technology to handle inquiry intake, response, and transfers
- Follow protocol in responding to all inquiries
- Meet with clients for first responses (walk-ins)
- Answer hotline calls after hours and on weekends (on a rotation and is compensated)
Minimum Qualifications:
- High school diplomaor equivalent. Bachelor’s degree in social work, Psychology, Sociology, Nursing, Home & Family Services, Communications, or related field is preferred
- 1 year of experience in a family or children's agency is preferred.
- Superior verbal and written skills
- Willingness to initiate current marketing tactics set by management
- Proficiency in Microsoft office Word, PowerPoint and Excel; Microsoft Teams
- Experience in client assessment and adoption counseling is a plus
- Must be able to manage time effectively and establish priorities. Must be able to work a flexible schedule, evenings, weekends and holidays as needed.
- Must also be able to answer the hotline after hours and to participate in a weekend on- call rotation.
Preferred Qualifications:
- Bilingual in Spanish is a plus
- Positive attitude, flexibility, and a teamwork mindset is imperative for this position
- Compassionate customer service mindset
- Knowledge of adoption and some experience in working in a team setting
- Interest and experience in community organizations
- Must have the willingness and conviction to work towards improved services for clients
- Extremely organized and detail oriented
- Strong critical thinking and problem-solving skills
- Excellent time management, organizational skills, and attention to detail
- Energy, spark, and enthusiasm
- Strong administrative, organization & project management skills
- High standards of confidentiality, trustworthiness, discretion, and professionalism
- Ability to work in teams and collaborate effectively
- Strong ability to take the initiative, multitask and finish projects on time
- Demonstrated ability to build strong relationships
