Client Wellness Caller

Supervisor: Care Manager Supervisor or Volunteer Coordinator

Location: Hybrid (in-office or remote)

Commitment: 1-2 days per week | 2-4 hours per shift

Scope of Work:

The Volunteer Client Wellness Caller will support Care Managers by conducting regular monthly check-in calls with refugee and immigrant clients to assess general well-being, identify any needs, and provide updates to assigned Care Managers. This role helps ensure clients feel connected, supported, and are receiving appropriate services. Volunteers may also conduct limited in-person wellness checks from a front door or porch when necessary, in coordination with the RISE Buffalo Care Team.

Key Responsibilities:

1. Client Outreach:

   • Call assigned clients monthly to check on overall well-being.

   • Use phone or video calls; in-person front door visits may be coordinated as needed.

   • Utilize language interpretation services (Language Line) as required for non-English speaking clients.

2. Assessment and Reporting:

   • Ask clients standardized wellness questions, including:

     • How they are feeling physically and emotionally.

     • If they need any additional support from their Care Manager.

     • If they have changes in health, housing, or employment.

     • If they have questions about their services or supports.

   • Document notes from calls using provided forms or electronic platforms.

   • Report urgent concerns or needs to the client’s assigned Care Manager immediately.

3. Confidentiality and Boundaries:

   • Maintain strict client confidentiality.

   • Conduct any in-person visits at the front door or porch only—do not enter homes.

   • Follow all organization safety and privacy guidelines.

4. Communication:

   • Maintain clear, professional, and compassionate communication with clients.

   • Participate in briefings or debriefings with supervisors as needed.

5. Training:

   • Complete training on organization procedures, confidentiality, use of interpretation services, and wellness check protocols.

6. Teamwork:

   • Collaborate with other volunteers and staff members.

   • Provide feedback or suggestions for improving the wellness call process.

Qualifications:

• Comfortable communicating via phone or video calls.

• Willing to learn and use interpretation services.

• Respectful of cultural, linguistic, and individual diversity.

• Able to maintain confidentiality and professional boundaries.

• Dependable and consistent with volunteer commitments.

• Basic computer skills (for documentation, if remote).