Student Services Manager

Description

Position title:  Student Services Manager
Supervisory responsibilities:  Case Managers and Alumni Services Coordinator
Budget responsibilities:  Supportive Services Budget    
Reports to:   Associate Director of Training 
FLSA Classification:  Exempt
Date:  November 2025

Summary:
The Student Services Manager supports Baltimore residents in building family-sustaining green careers. They supervise a team of three staff responsible for pre-enrollment, case management, and alumni services for accepted applicants, enrolled students, and graduates. The Manager also maintains a small caseload, provides supervision and training to case management staff, and ensures coverage during absences. They will lead continuous improvement efforts for student services, including developing and updating training materials for staff.

Civic Works’ Center for Sustainable Careers serves Baltimore residents facing barriers to employment, including individuals who have been impacted by the criminal justice system, have experienced homelessness, have insufficient educational attainment, are recovering from addiction, have inadequate financial stability, and lack access to reliable transportation.

Primary Responsibilities:

1. Staff Management

• Recruit, supervise, retain, and coach staff to build skills and strengthen team performance.
• Support staff career advancement by identifying internal and external professional development opportunities.
• Set clear, measurable performance standards; provide regular feedback and coaching.
• Foster a strong, collaborative team culture that promotes accountability, learning, and shared problem-solving.
• Evaluate team effectiveness through data and feedback; implement continuous improvements.
• Ensure team members are well integrated into Civic Works and the Center for Sustainable Careers.

2. Oversee Case Management Services

• Lead by example, modeling compassionate, innovative, and responsive supportive services.
• Train and coach case managers on clinical skills, self-care, and effective participant engagement.
• Oversee the design and delivery of case management services for applicants, participants, and alumni.
• Ensure effective referrals to external services such as legal aid, housing, education, healthcare, and counseling.
• Oversee financial education workshops and individualized financial coaching, including budgeting, credit building, and longer-term financial planning.
• Support staff in helping participants meet their Individual Service Plan (ISP) goals through planning, tracking, and resource navigation.
• Serve as a backup for case managers during absences.
• Ensure timely and accurate completion of case notes and reports aligned with grant requirements.
• Establish and maintain case management policies and protocols.

3. Oversee Pre-Enrollment Services

• Design, implement, and continuously improve the program’s pre-enrollment phase.
• Guide case managers in developing individualized pre-enrollment plans to begin addressing long-term goals (e.g., driver’s license attainment) prior to program start.
• Ensure participants begin addressing key goals upon acceptance to promote smoother transitions and improved employment readiness.

4. Oversee Alumni Services

• Oversee alumni services that support graduates during the five years following program completion.
• Guide the design and delivery of alumni services that promote job retention, career advancement, and continued engagement.
• Oversee alumni communications, including newsletters, social media, and outreach for events.
• Develop partnerships with external organizations to expand support and career opportunities for alumni.
• Monitor and report on alumni engagement and employment outcomes, including retention and wage progression.
• Lead efforts to expand alumni programming, including workshops, peer support, and individualized coaching.

5. Student Services Development

• Lead the development, expansion, and improvement of student services
• Support case management coordination and collaboration across the workforce development department
• Strengthen participant coaching practices through collaboration with external professional development providers.
• Identify opportunities to elevate participant experiences to inform broader policy advocacy efforts.
• Develop and update training materials for new and existing case management staff.

Secondary Responsibilities:

1. Collaborate with the Career Pathways team to integrate participant feedback into outreach and program development.
2. Conduct periodic reviews and audits to ensure compliance, data integrity, and adherence to program and regulatory standards.

WORK ENVIRONMENT: 

• Work schedule is typically Monday through Friday, 7:30am - 3:30pm. Regular local travel for participant case management appointments and meetings with external partners.
• The position will be in-person a minimum of 4 days per week, and eligible for remote work up to 1 day per week. During the 90-day orientation period, additional in-office days will be required. This arrangement is subject to change based on organizational needs and may be adjusted to include additional in-person time.

Qualifications

EDUCATION AND EXPERIENCE:

• At least four (4) years of progressively responsible experience in case management.
• Experience in staff supervision and program management.
• Master’s degree in Social Work (MSW) and active LMSW or LCSW-C licensure (or equivalent combination of education and experience).
• Experience in workforce development is preferred.
• Demonstrated experience in relationship-building, coaching, and mentoring.

SKILLS AND ABILITIES: 

• Highly organized, detail-oriented, and able to manage multiple projects simultaneously.
• Ability to work independently to meet deadlines.
• Excellent verbal communication skills, interpersonal relations skills, and writing skills
• Strong computer and notetaking skills, including proficiency with database tracking and Google Workspace applications (Docs, Sheets, etc.).
• Exceptional personal responsibility for meeting goals and a track record of success.
• Ability to recognize problems, develop innovative solutions, and implement them.
• Ability to adhere to a strict guideline of keeping and maintaining confidential information. 
• Ability to prepare and submit accurate and reliable reports. 
• Ability to establish and maintain effective counseling relationships with program participants. 
• Access to reliable personal transportation for use in meeting graduates offsite and transporting graduates to appointments. 
• Able to build deep supporting relationships with program graduates.
• Interest in and ability to advocate for clients; ability to “walk alongside” participants through challenges, setbacks, and mistakes.

Salary : $60,000 - $75,000