Position:            Client Care Advocate

Reports to:        Sr. Vice President           

Department:     Administration 

Location:           103 Schelter Road, Lincolnshire, IL 60069; in-office position

Classification:   Full-time/Exempt

Summary / Job Objective: The Client Care Advocate at Protected Tomorrows serves as the first point of contact for prospective and current families. The role focuses on building trust, understanding family needs, and connecting them with appropriate resources, services, and financial planning support.

Essential Job Functions: 

The Client Care Advocate provides compassionate and responsive first experience for families seeking guidance related to care planning for a person with a disability through government and corporate benefits and financial planning to provide both long and short term financial security. This individual listens to family concerns, gathers relevant information, explains available services, and coordinates introductions to financial planners, resource specialists, and other support professionals. The Client Care Advocate ensures families feel welcomed, informed, and supported throughout their journey while maintaining accurate records and facilitating smooth communication across teams.

Primary Responsibilities:

·       Serve as the primary initial contact for families via phone, email, and virtual or in-person meetings.

·       Build rapport with families and assess their immediate needs, concerns, and goals.

·       Educate families about available programs, resources, and financial planning services.

·       Schedule consultations and connect families with appropriate advisors and specialists.

·       Maintain detailed and confidential client records within CRM and case management systems.

·       Follow up with families to ensure questions are answered and next steps are completed.

·       Coordinate with internal teams to provide a seamless client experience.

·       Share information about community resources, government benefits, and support networks.

Qualifications:

·       Bachelor's degree in Human Services, Social Work, Psychology, Counseling, Family Studies, Communications, Business, or a related field preferred.

·       Minimum of 2 years of experience in customer service, client relations, family support, advocacy, social services, healthcare, nonprofit organizations, or financial services.

·       Experience working with individuals with disabilities, special needs, caregivers, or families is highly desirable.

·       Experience handling sensitive or confidential information professionally.

·       Understanding of the challenges faced by families caring for a loved one with a disability or special needs.

·       Familiarity with community resources, government benefits, disability services, and support programs.

·       Basic understanding of financial planning concepts, special needs trusts, government benefits, or long-term care planning is helpful, though training may be provided.

Core Competencies:

·       Strong empathy, active listening, and interpersonal communication skills.

·       Experience working with individuals with disabilities, special needs populations, or family support services.

·       Customer service, client relations, or advocacy experience.

·       Ability to discuss sensitive family and financial topics with professionalism and compassion.

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