Description

Position: Client Services Manager
Classification: Exempt
Reports to: Director of Client Services
Location: Colorado Health Network;Denver, CO (frequent in-state travel required)
Starting Salary: $58,592 (3 years or less management experience) - $63,279 (3 years of management experience)

Position Summary:
The Client Services Manager coordinates the agency’s case management, referral, resources and financial assistance services for clients within the Denver Metro area. The Manager is responsible for maintaining the principles and standards for Ryan White Part A/B funds, and the HOST HOPWA Scope of Work, as set forth by Human Resources and Services Administration (HRSA), Colorado Department of Public Health and Environment (CDPHE), Denver HIV Resources (DHR), Denver Office of Housing Stability (HOST) and Colorado Health Network (CHN). The Manager provides daily support and supervision to Medical Case Managers, Critical Event/Lead Case Manager, and other support staff. The Manager is also responsible for building and maintaining relationships with community partners and funders.

COVID-19 Information: It is an essential function and business necessity of the job that all employees are vaccinated and that all new hires will be required to be vaccinated within four weeks of hire. CHN requires proof of vaccination as this is a business necessity of the job. CHN will discuss reasonable exemptions for medical and religious purposes. If CHN considers making an offer of employment, CHN will inquire about vaccination status at that time, including whether the new hire currently has COVID-19 or has COVID-19 symptoms.

Essential Job Functions:

• Works with the Director of Client Services to provide all aspects of program development and administration including;
  • Program visioning, planning and evaluation;
  • Problem/issue identification, analysis, research and resolution following Quality Improvement guidelines;
  • Budget development and monitoring;
  • Programmatic reporting and record keeping
• Provide supervision, training, and support for all program employees
• Maintain and nurture relationships with key funders, policymakers, supporters, and community influencers related to client services
• Provide guidance for and work closely with the Client Advisory Board
• Develops an annual program Quality Improvement plan in conjunction with the Client Advisory Board, Director of Client Services, and other applicable stakeholders
• Prepares timely monthly progress reports for program contracts and grants
• Participate in management meetings both locally and with other department managers from across the state
• Oversee special projects in the department
• Ensure consistent communication with offsite employees in Pueblo. Weekly travel to Pueblo is required.
• Address client concerns, complaints, and grievances appropriately
• Ensure programmatic compliance with HIPAA and all related confidentiality/privacy legal requirements
• Ensure programmatic and staff compliance with CHN policies and procedures
• Completes supervision no less than once/month with each supervised employee
• Stay up-to-date with Ryan White Standards of Care, legislation, and regulations pertaining to HIV case management
• Stay up-to-date with HIV/AIDS disease and treatment issues

This list is not meant to be a comprehensive list of job duties. Other duties may be assigned

Qualifications

Qualifications:
Minimum of 3-5 years previous work experience required. Previous management experience with employee supervision preferred. Three plus years of management experience required for Level 2. Previous work experience with those living with HIV preferred. Must be able to work in a diverse setting with diverse populations, including people representative of all gender identities, races, and ethnicities, members of the LGBTQ community, people experiencing housing instability or houselessness, people who use substances, and people who participate in commercial and/or survival sex work. Comfortable with community outreach and coordination with external stakeholders; a positive attitude and an outgoing personality are a must!

Education: Bachelor’s Degree in Social Work, Human Services, Psychology, Sociology, Public Health, or a related field preferred. A Master’s degree is preferred. Colorado Health Network will also consider applicants with relevant professional experience in lieu of a degree.

We highly recommend people of all educational background and life experiences apply. We believe that people with lived experience are among the most qualified to provide harm reduction and sexual health services. We believe that the people we serve must be centered in the work we do. Hence, we strongly encourage applications from people who hold these identities or who are members of other marginalized communities.

Software Utilized: Experience working with basic office and database computer programs, including familiarity with Microsoft Outlook, Word, Excel, Access, SharePoint and social media outlets, required.

Knowledge, Skill and Ability: Previous experience in the development of evidence based trainings and facilitation is highly preferred, as well as, excellent communication, client relations and management skills. The appropriate person will be highly organized and detail oriented. This position requires personal and professional accountability; self-management and initiative; dedication to quality improvement; professional integrity; research ethics, and cultural competency. Must demonstrate accuracy, efficiency and excellent organizational skills. Must demonstrate effectiveness in the following areas: task management; teamwork; time management; and communication with teams, managers, clients, and company consultants.

Material and Equipment Directly Used: Works with standard office equipment including computer workstations, printers, copiers, scanners and fax machines. Works with word processing software, spreadsheet applications, and presentation software. Communicates with clients and vendors using the telephone, e-mail, the Internet, and fax. Valid Colorado Driver’s License, auto insurance and reliable transportation is required.

Physical Demands and Work Conditions: Works in an office environment. Must travel to offsite locations. Regular weekly and monthly reimbursable travel required. Requires clear speaking ability and the ability to use a telephone for extended periods. Requires ability to view a computer screen (near acuity). Requires fingering agility for keyboarding, using a telephone, and operating general office equipment.

As employees of a charitable organization, all CHN staff share the responsibility of serving as ambassadors for the organization in the community. This can be achieved by fostering the development of relationships with potential constituents/donors as well as by participating in CHN events/activities in a way that is meaningful to each employee.

General Benefits Description:We offer full-time employees a comprehensive benefits plan that includes: Health Insurance, Dental Insurance, Vision Plan, 403(b), Legal Shield, FSA, Life Insurance, EAP, Long-Term and Short-Term Disability.

About Us:Our employees are the most valuable asset we have. We celebrate and encourage applications from those with lived experiences as it relates to this job posting. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and CHN’s commitment to the communities we serve.

All applicants and employees who are drawn to serve the mission of the Colorado Health Network will enjoy equality of opportunity and fair treatment as we embrace and encourage our employees’ differences in age, color, disability, HIV status, ethnicity, family or marital status, pregnancy, sex, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, substance use history, genetic information, prior protected activity and other characteristics that make our employees unique.