Client Services Manager

Residential/Non-Residential

 Full-Time/Exempt

Galveston, Texas

JOB SUMMARY

The Client Services Manager is responsible for overseeing both residential and non-residential programs, which includes Case Management, Advocates, and Hotline Specialists. This position is responsible for recruitment, scheduling, training, and development of these programs alongside the Director of Intervention Services to ensure all policies and procedures are followed. This position also requires direct client contact in RCCs emergency shelter providing support to victims of domestic violence and sexual assault.

ESSENTIAL JOB FUNCTIONS

• Supervise and oversee all aspects of residential and non-residential clients service programs following the agency mission demonstrated by setting departmental goals and objectives in collaboration with the Executive Director.
• Hire, supervise, evaluate, and schedule staff within the client services department.
• Responsible for daily operations of emergency shelter, including but not limited to, ordering necessary supplies, communication with contract agencies (i.e., security services), and collaboration with Kitchen and Facilities Manager as needed.
• Regularly review and recommend changes in program services to meet client needs with particular emphasis on quality assurance functions for department including assessment and monitoring of staff data entry.
• Conduct regular staff meetings to debrief, issue new assignments, and discuss any needs or concerns that may arise.
• Manage reports on statistics and data; fiscal monitoring of program budgets; prepare and submit progress reports to various grantors and government agencies.
• Work with other members of the RCC leadership team to assure successful communication and coordination between all programs, attend multidisciplinary and team meetings, and participate in strategic planning.
• Serve on relevant community committees to disseminate information about RCC's programs and services and build partnerships.
• Network with other agencies to stay informed about services and resources and develop detailed database of referral resources and assistance offered.
• Develop working relationships with resource contacts, law enforcement, and social service agencies.
• Assist and/or facilitate in-service staff training and development.
• Assist and/or facilitate community training and participate in community outreach activities.
• Provide crisis intervention, peer counseling, safety planning, information and referrals, and advocacy to clients residing in shelter as needed.

• Facilitate weekly house meetings with emergency shelter residents.
• Maintain all records including service delivery records, advocacy plans and other documentation per confidentiality guidelines and in a timely manner.
• Other duties as assigned by the Executive Director.

WORK SCHEDULE

Forty (40) hours per week. Monday through Friday, with flexibility for occasional weekend, evening, and holidays. On call is required. 

PHYSICAL DEMANDS/ WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to operate various office machines and/or equipment; and reach with hands and arms. The employee frequently is required to speak and hear clearly. The employee is frequently required to stoop, kneel, crouch, crawl, and lift approximately 20 lbs. Specific vision abilities required by this job. include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job which is primarily an office environment.

SUPERVISOR AND MANAGEMENT RESPONSIBILITY

This position reports to the Executive Director. Direct reports to this position are the Residential and Non-Residential Case Managers, Advocates and Hotline Specialist positions.

EDUCATION & EXPERIENCE

Required:

• Minimum of three (3) years of supervisory work experience in social services, customer service, or a related field. Work experience must closely align with the essential job functions listed above.
• Bachelor’s Degree in Social Services or a related field is preferred, or a combination of demonstrated years of work experience and college or technical training in lieu of college degree.
• Valid and active state-issued driver license.
• CPR and First Aid Certification.
• Bilingual (English/Spanish) preferred.
• Knowledge, experience, and demonstration of skill in any or all of the following: crisis intervention; hotline and emergency response; victim’s rights and available services; domestic violence; sexual violence; law enforcement and court procedures.

• Knowledge and experience with trauma theory and working with survivors of trauma.
• Proven experience understanding and demonstrated ability to generate various reports and maintain confidential and meticulous data.
• Must have experience working in crisis setting with individuals and families.
• Must be able to work flexible hours.
• Must be able to work in and adapt to the culture of a multi-cultural, community-based organization.
• Must understand and embody RCC’s mission and culture and the ability to maintain appropriate rapport and boundaries with staff and clients in all circumstances.
• Must have good inter-personal skills, ability to relate well with persons from a variety socioeconomic and cultural groups.
• Must be able to travel to meetings, other locations, and counseling sites.

BENEFITS

Attractive salary and benefits including Vacation and Sick paid time off, retirement savings plan, medical, dental, vision and life insurance.