What are the responsibilities and job description for the Client Success Manager position at ROMAN CATHOLIC DIOCESE OF RICHMOND?
The Williamsburg House of Mercy (WHOM),is seeking a Client Success Manager.
The Client Success Manager is the strategic lead for WHOM’s direct-service interventions. This role oversees the daily operations and long-term vision for both the Harbor Day Shelter and the HOPE Pregnancy Center.
This is a high-level leadership position responsible for managing the lifecycle of our most vulnerable clients—from individuals experiencing homelessness to young families navigating pregnancy and early parenthood. The Manager ensures that every client receives a comprehensive "Map of Success" that integrates internal wrap-around services with a robust network of community partners, ensuring a transition from crisis to long-term stability.
KEY RESPONSIBILITIES
1. Program Leadership: Harbor & HOPE
- Harbor Day Shelter Oversight: Manage daily operations, ensuring a safe, dignity-first environment for individuals experiencing homelessness.
- HOPE Pregnancy Center Strategy: Direct the services for young families, ensuring access to prenatal/parenting resources, material support, and emotional guidance.
- Volunteer Cultivation: Recruit, train, and mentor Lead Volunteers for both programs, creating a sustainable, layered support structure that empowers volunteers to handle daily tasks independently.
2. Strategic Case Management & Success Mapping
- Individualized Roadmap: Work directly with clients in crisis to develop personalized stability plans, identifying barriers to housing, healthcare, and financial wellness.
- Diversion & Emergency Support: Manage the distribution of emergency shelter funds, diversion resources, and supplemental support (bus passes, laundry cards, and baby essentials).
- Intake Excellence: Lead the first-look assessment for all new clients, ensuring they are efficiently connected to the Food Pantry, on-site health programs, and external partner agencies.
3. Community Engagement & External Partnerships
- Regional Advocacy: Represent WHOM at community events and within regional coalitions to advocate for the needs of the homeless and young families.
- Partner Network Management: Cultivate and maintain high-level referral pathways with mental health providers, clinics, and housing authorities to ensure "warm hand-offs" for WHOM clients.
- Outreach Initiatives: Develop and implement strategies to reach underserved populations in the community, ensuring they are aware of the resources available at the Harbor and HOPE.
4. Data Stewardship & Performance Analysis
- Accountability & Compliance: Ensure meticulous data entry into Charity Tracker, maintaining audit-ready files for grant reporting and organizational transparency.
- Outcome-Based Reporting: Track program efficacy, using data to refine service delivery and celebrate client victory laps.
- Financial Oversight: Monitor program-specific expenses and manage inventory for the shelter and pregnancy center.