Open Positions

Adoption Admissions Specialist

Location : Fort Worth | Job Type : Full Time

My Heart Has No Limits

The Adoption Admissions Specialist 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 the Gladney Center for Adoption Admissions, bridging the gap between Adoption.com and Gladney. 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 Adoption.com inquiries and report on daily, weekly, and monthly KPI’s. This position works well with extroverted personalities with a passion to serve 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
•    Report expectant mother inquiries, handoffs, and other KPI’s. 
•    Follow protocol in responding to all inquiries
•    Collaborate with our Google Ads specialist to ensure quality of inquiries on a bi-weekly basis

Filter inquiries and provide warm handoffs for Expectant Mothers 
•    Discern which inquiries should be handed off to Gladney Admissions
•    Follow protocol in transferring expectant mothers and filtering all other inquiries
•    Assist expectant mothers in filling out their first background application
•    Assists birth mothers in finding necessary resources

Increase Adoption.com Inquiry Conversion Rate 
•    Coordinate with Adoption.com marketing team and Gladney Admissions team
•    Respond to every inquiry and follow up using our proven methods when necessary
•    Assist in tracking and analyzing each expectant mother touch point
•    Identify high-friction areas and provide feedback to improve each touch point
•    Other duties as assigned

Minimum Requirements:

  • High school diploma or 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 my 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, evening, weekend 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