Share Email Opening

Client Services Coordinator 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization The mission of Fenway Health is to enhance the wellbeing of the lesbian, gay, bisexual, and transgender (LGBT) community and all people in our neighborhoods and beyond through access to the highest quality health care, education, research, and advocacy. Fenway Health was founded in 1971 and has grown from a less than 10 person operation in the basement of a building near the Boston Fens to one of the largest LGBT-focused organizations in the world. It consists of three main centers:

• Fenway Community Health Center, our clinical arm, which is a federally qualified health center that operates three clinic sites (Fenway:1340, Fenway:South End, and the Sidney Borum, Jr. Health Center) in the Boston area and provides over 30,000 patients with primary and specialty medical care, behavioral health care, optometry care, and dental care;

• The Fenway Institute, our research/training/education/policy development arm, which houses numerous research initiatives as well as the National LGBT Education Project, the LGBT Aging Project, the National Center for Innovation in HIV Care, and the Center for Population Research in LGBT Health; and

• AIDS Action, our HIV/AIDS service organization, which provides nonclinical services (case management, housing and legal assistance, outreach, peer support) to people living with HIV/AIDS and operates numerous programs focusing on HIV/STD prevention/testing/treatment, including the Access (drug user health program), TransCEND (transgender peer support and risk reduction program), and Youth on Fire (drop-in center for homeless and street-involved youth) programs.
Position Client Services Coordinator  
Full-Time/Part-Time Full-Time  

Under the supervision of the Manager of Supportive Services, coordinate client intake, community-based case management, health navigation, and support services for public health programs.

Representative Duties:

  1. Coordinate client intake and triage services for public health programs:
  • Supervise and provide on-going training to the Client Intake Specialist at the Boston location. Ensure clients receive comprehensive intake/screening, triage, and referrals to medical case management, health navigation, housing, and legal services. Confirm that proper documentation procedures are maintained to ensure confidentiality and compliance standards are met, and to facilitate expedited access to services.
  • Ensure all services are provided within the harm reduction framework and are easily accessible to clients in need of services, particularly those who are most impacted by socio-economic inequality.
  • Work as part of an integrated team to assist clients in accessing services offered by all AAC programs. Facilitate access to resources that will assist clients in optimizing health outcomes and moving towards self-sufficiency, including medical, housing, financial, mental health, substance use, sexual health, legal, vocational, and educational services.
  1. Provide supervisory oversight to medical case management and health navigation program:
  • Supervise Community-Based Case Manager and Care Access Navigator. Oversee caseload distribution, and monitor intensity of services provided to clients based on acuity of need. Monitor caseloads and ensure clients with intensive needs, particularly those who are newly diagnosed with HIV or not regularly engaged in care, receive intensive, timely and high quality follow-up and services. Work to move clients to a lower intensity of services or discharge as appropriate.
  • Oversee the hiring, training, supervision and professional development of program staff and work to ensure positive work morale.
  • Ensure proper documentation procedures are maintained to track and monitor services. This includes reviewing electronic client records, including assessment, services plans and efforts, as well as case assignments, report preparation, and expenditure tracking and reconciliation and other paperwork required by the agency and/or funding sources.
  • Monitor work-plan and outcome deliverables for program services.
  • Develop and maintain a wide-range of resource and health services for people living with HIV/AIDS with a concentration on those who are not connected to care, newly diagnosed, homeless/marginally housed individuals, and substance users.
  • Work closely across departments to ensure case coordination of the interdisciplinary teams and to coordinate the daily operations, including coverage and crisis support needs of all programs. Facilitate case coordination, including communicating with other providers to improve access to care and reduce duplication of services.
  1. Provide administrative and programmatic oversight of evening support services.
  • Oversee the Check-In Program to provide phone-based support by volunteers to clients.
  • Facilitate access to resources that will assist clients in optimizing positive health outcomes and increase self-sufficiency by reviewing volunteers' work and ensuring follow-up on clients' needs and connection to services.
  • Coordinate recruitment, training, and ongoing supervision of volunteers to provide low-threshold evening support services to individuals living with HIV. Modify training curriculum and lead weekend training of new volunteers.
  • Develop, evaluate, improve, and maintain systems for accurately tracking client contacts, work, and follow-up. Ensure proper documentation procedures are maintained by volunteers and staff.
  1. Meet agency participatory expectations
  • Adhere to all agency and departmental policies and procedures
  • Participate in quality assessment and improvement activities as requested
  • Adhere to the highest principles of client confidentiality
  • Adhere to established safety policies, procedures and precautions; enforce agency's policies and clinical procedures, including safety and crisis procedures.
  • Attend all required meetings, in-services and professional trainings
  • Maintains professional competence necessary to perform job responsibilities; maintains and provides agency with records of continuing education activities
  1. Perform related duties and projects as assigned

We offer competitive salaries, and for those who qualify, an excellent benefits package; including comprehensive medical and dental insurance plans, and a retirement plan with employer match. We also provide 11 paid holidays, paid vacation, and more.
LGBTQ-identified persons, people of color, and others from historically underrepresented communities are encouraged to apply.

Number of Openings 1  
Position Requirements


  • Bachelor’s degree or equivalent and two years’ human services and/or case management experience.
  • Experience supervising paid staff and/or volunteers and interns preferred.
  • Experience working with issues related to social and economic inequalities, including issues related to HIV/AIDS, substance use, housing/homelessness, mental health, and bi-lingual, multicultural & LGBT communities.
  • Working knowledge of HIV/AIDS community trends, harm reduction, and at-risk populations and commitment and experience to delivering low-threshold, easily accessible services.
  • Medical and systems navigation experience strongly preferred.
  • Excellent organizational, interpersonal, written and verbal communications skills.
  • Self-directed, motivated and flexible with the ability to work both independently and as part of a team.
  • Ability to work 1 evening per week required.

Physical Requirements:

  • Ability to meet the following physical requirements with or without reasonable accommodations:
    • Sit at a computer station for extended periods of time
    • Ability to keyboard for extended periods of time

Supervisory Responsibility:
Supervises Care Access Navigator, Community-Based Case Manager, Client Intake Specialist, and program volunteers as needed.

Category Case Management  
Number Filled 1  
Location AAC - Client Services (Boston)  
Shift -not applicable-  
Req Number CAS-18-00009  

This position is currently not accepting applications.

To search for an open position, please go to

Follow us See who works here:

Click here for technical assistance.