Client Services Facilitator

At Unbound Now, it has always been our aim to fight for the protection of the vulnerable, identify the exploited, and advocate for survivors of human trafficking on their path to restoration. We are motivated by our faith in Jesus and work each day as people who are hope driven, service-oriented, and excellence-focused. To learn more about our values, please read our Statement of Faith. 

Job Title: Client Services Facilitator

Job Status: Full-time, Non-exempt, Grant-funded (1 year, but plan to apply for continuance)

Job Location: The Underground Drop-In Center

Job Summary:
The primary function of the Client Services Facilitator is to:  welcome youth and service partners to the drop-in center:  meet immediate needs of youth and establish trust-based relationships;  be attentive in caring for the safety of clients: provide case management to connect the youth with interim and long term care; professionally provide services; complete client intake, assessment and other documentation on time; and promptly comply with reporting obligations.

Compensation: Annual salary

Benefits:  Unbound Now offers a generous benefits package including health insurance for employee and family with premiums covered by employer; employer-paid life insurance for employee; and the option to participate in Unbound Now's retirement plan (with 3% salary match after 90 days with a 1-year vesting period). Dental and Vision are available at employee expense.

Schedule/Availability: Anticipated 40-hour work week at the drop-in center; night, weekend, and holiday shifts required for the center to be accessible to youth 24/7

Travel: This position may require limited travel for training and team/professional development opportunities.

Working conditions: Work performed in a drop-in center environment or other professional environment. Work duties may on rare occasions, be performed in an environment requiring exposure to weather extremes, fumes, odors, and noise.

Job Responsibilities:

• Welcome youth and service partners to the drop-in center during assigned shifts. Arriving on time for all assigned shifts is essential.


• Complete all onboarding and annual training requirements promptly


• Pass the course required to obtain a Fort Worth food handler’s license


• Follow established entry protocol for all youth accessing the drop-in center. Complete intake form and assessments as appropriate.


• Meet immediate physical needs of clients - clothes, food, toiletries, etc.


• Document each intake and all services/referrals provided before your shift ends.


• Ensure a smooth hand-off to incoming staff at the end of the shift


• Request youth accessing the drop-in center to complete a survey following the protocol established by the Governor’s Child Sex Trafficking Team


• Maintain excellent relationships with all partner agencies


• ​​Promptly answer incoming phone calls with an eager attitude. Accurately document call details, including caller information, purpose of the call, and any actions taken or required, using the designated tracking log


• Maintain facility cleanliness and sanitation, including running laundry, keeping the kitchen and bathrooms clean, etc. Janitorial services will be provided, but staff must ensure that the center is clean and tidy at all times.


• Sort and put away donated items


• Follow health precaution protocol and sanitation requirements - including COVID-related social distancing, masks, use of sanitizer/cleaner, etc.


• Alert the drop-in center Assistant  Director when challenging situations arise


• Recognize red flag behavior (as described in Unbound Now’s Abuse Prevention and Response Policy) and report to the drop-in center Assistant Director 


• Convey a service-oriented approach to clients and partner agencies. Communicate an eagerness to be helpful with all clients and stakeholders. Collaborate with coworkers or other service providers to maximize client care. 


• Provide trauma-informed care


• Help provide proper care for an emotional support dog


• Help supervise and train drop-in center volunteers and interns in coordination with the drop-in center Assistant Director and Program Manager


• Submit timesheet hours/grant allocations daily, adhering to grant guidelines (if applicable)


• Complete all Unbound Now required training on time 

*This position description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. The scope of the position may change as necessitated by organizational demands.

Experience and Education:

• A degree in social work, child development, psychology, and/or experience in social work case management and documentation is preferred. 


• Training and experience in survivor-centered, trauma-informed services preferred


• Preference given if trained in the use of motivational interviewing, the stages of change model, and TBRI.


• Experience handling crises

Job Requirements:

• Mature Christian faith, as evidenced by participation in a local Christian church


• Agree to and pass all required criminal background checks, including the DFPS criminal history check and the abuse and neglect registry check


• Three references (supervisor, professional, personal)


• Pass employment eligibility verification


• Fulfill Unbound Now’s annual and ongoing training requirements, including abuse prevention


• Abide by all Unbound Now policies and procedures, including Unbound Now’s Abuse Prevention and Response Policy


• High level of emotional maturity and responsibility


• Strong work ethic - consistent and reliable


• Commitment to excellence and professionalism in services provided


• Excellent relational, communication, and interpersonal skills


• Excellent organizational and administrative abilities


• Ability to multitask


• Basic computer skills


• Ability and willingness to maintain the confidentiality of sensitive information


• Ability to build trust and good working relationships with others


• Appreciation of the need for cultural competency


• Ability to handle crises

Physical Requirements

• Required to stand for extended periods, walk and sit; talk and hear, both in person and by telephone; use arms, hands, and fingers to lift and handle objects as well as use keyboards.  


• Regularly required to stoop, kneel, bend, and crouch


• Requires the ability to stay awake overnight. 


• Demands frequently require close visual attention


• Demands frequently require prolonged mental concentration


• Demands sometimes require the ability to lift loads up to 50 pounds

Working Relationships:

Supervisor: Assistant Underground Director 

Works with: Unbound Now HQ, Other Underground staff, Unbound Now North Texas team (particularly the advocacy team), One Safe Place, and partner agency staff

Supervises: (in coordination with the Underground Director and Assistant UG Director): Interns and volunteers