Senior Salesforce Administrator

About ANNA

ANNA provides high-quality, neurodiversity-affirming services for autistic children and their families. We believe that community engagement, family support, and direct services should be grounded in trust, dignity, respect, and partnership. Our approach prioritizes relationship-building, individualized support, and meaningful outcomes that reflect what families value most.

Position Summary

The Communications & Family Support Coordinator serves as the first point of contact for families and external partners. This role is responsible for managing all incoming calls to the ANNA main phone line, conducting initial intake screening to determine prospective client fit, and providing essential administrative support. The Communication & Family Support Coordinator helps uphold a welcoming, organized, and professional environment consistent with ANNA’s core values. The Communications & Family Support Coordinator builds the foundation of trust with every family ANNA serves — showing up with warmth, patience, and genuine care from the very first call, while keeping the operational threads organized behind the scenes.

Key Responsibilities

• Serve as the first voice families hear — answering every call with warmth, patience, and genuine care, and ensuring they are connected to the right person quickly and thoughtfully.
• Return all voicemails from families and prospective clients within 1 business day.
• Coordinate on-demand interpreter services as needed to ensure families who communicate in languages other than English receive the same quality of support from the very first call.
• Conduct basic intake screenings using ANNA’s approved questionnaire to determine whether interested families may be an appropriate fit for our services.
• Coordinate the scheduling of developmental evaluations in close partnership with the clinical team, ensuring families experience a smooth and reassuring transition from first contact to first appointment.
• Maintain a positive, supportive, and professional tone for all communications.
• Demonstrate strong customer service skills.
• Serve as a visible ambassador of ANNA's values (Growth, Excellent Care, Kindness, Inclusion, and Teamwork), ensuring that every family, regardless of background, language, or circumstance, feels welcomed, respected, and genuinely supported from the very first call.

Administrative

• Complete the forms to request PT1 (MassHealth authorizations for state-sponsored transportation) for new clients.
• Provide general administrative support for duties as assigned by the Director of Operations.
• Uphold confidentiality, adhering to all HIPAA and ANNA privacy policies.
• Record all correspondence (phone, email) with families, prospective clients and current clients in the appropriate Lumary profile immediately upon completion.

Qualifications

• Education: Bachelor’s degree or high school diploma (or equivalent).
• Experience: Minimum of 1 year experience in customer service, administrative support or similar role with the US base company
• English: Strong English fluency required, both written and verbal. Candidates must be comfortable holding warm, detailed conversations with families who may be distressed, confused, or navigating a new diagnosis
• Strong interpersonal and communication skills, including comfort supporting families through stressful or emotionally complex situations
• Proven ability to communicate responsively and professionally with both external partners and internal teams

Preferred:

• Experience in autism services, disability services, early childhood, family support, case management, or community-based work
• Familiarity with neurodiversity-affirming values, language, and approaches to autism support
• Experience working with Salesforce or other CRMs or referral tracking systems
• Bilingual or multilingual (Spanish and/or Portuguese preferred)
• Lived experience as an autistic person, caregiver, or family member strongly valued

Ideal candidate

The ideal candidate for this role is warm, relationship-driven, and highly organized, with an ability to build trust with families from the very first interaction. They excel as a primary point of contact- answering phones, responding to inquiries and guiding prospective families through the intake and enrollment process with clarity, empathy and professionalism. Strong attention to detail and follow-through is essential to ensure that families feel supported and informed. The individual is self-directed, manages their time well, and thrives in a fast-growing organization that is evolving. Energized by helping families access services and by contributing to a positive first impression of ANNA, they play a critical role in delivering an exceptional family experience as the organization continues to expand.