Summary:

The Client Services Manager assists the Manager, Passages Program in ensuring the successful program delivery of the Passages homeless program for single women. This position will be responsible for hands-on management of the daily operations of the program including coordinating facility needs, supervising program staff, monitoring client progress, ensuring data quality in program database, providing rotating on-call coverage and maintaining compliance with grant requirements, community collaborations, and agency policies and objectives.

Primary Responsibilities:

Manage daily operations of the transitional housing program including coordinating facility needs, maintaining food and supply orders, and ensuring quality and consistency of services.
Supervise Residential Specialists and coordinate schedules to ensure staff coverage is consistently provided at all times.
Assist Manager, Passages Program with supervision of other program staff including Career Counselor and Case Managers, as directed.
Assist with supervising community living environment and interact directly with clients in a fair and consistent manner utilizing a trauma-informed service delivery approach.
Assist with providing career counseling services including coaching, training, and supporting clients to pursue employment opportunities and advance their career goals.
Monitor client progress, provide referrals to community resources, advocate on behalf of clients, and provide general counseling and support.
Ensure adherence of program policies and procedures by clients, employees, volunteers and visitors. Perform appropriate corrective or disciplinary measures for non-compliance. Conduct and follow exit procedures.
Provide effective training and supervision of direct reports to ensure teams are properly skilled, trained, evaluated and coached in all aspects of their roles and responsibilities.
Monitor data quality in program databases including homeless management information system.
Develop, implement and maintain accurate and timely systems to track and report program data, measure outcomes and ensure efficiencies. Prepare periodic program and statistical reports for internal and external purposes.
Assist with developing, implementing and maintaining effective policies and procedures to ensure program delivery is optimized and consistent with agency goals and objectives.
Provide rotating on-call management coverage for program.
Attend internal and external meetings including staff meetings, case conferencing, client house meetings, and community partner meetings, as directed.
Coordinate volunteer activities and assess program volunteer service needs.
Research and develop new community resources and relationships. Participate in agency and community initiatives, as required.
Collaborate across programs and departments to maximize efficiencies, improve processes, increase communications and ensure agency resources are properly utilized.
Perform other duties as assigned.

Minimum Qualifications

Bachelor’s degree in social work, psychology, other human services field or equivalent experience is required.
Minimum of two years direct experience supervising staff and working in a residential facility, or equivalent combination of education and experience required.
Knowledge of homelessness, domestic violence, drug and alcohol abuse, mental illness, crisis intervention techniques, and community resources required.
Demonstrated ability to achieve organizational goals, motivate staff and develop innovative solutions with limited resources and competing priorities.
Familiarity with motivational interviewing and concepts related to trauma-informed service delivery approaches preferred.
Ability to effectively work with clients, staff, volunteers and community with professionalism, diplomacy and integrity. Ability to handle sensitive issues in a mature and confidential manner.
Ability to effectively and respectfully interact with people of diverse lifestyles, backgrounds and ethnic and cultural groups.
Advanced administrative, communication and organizational skills required.
Computer proficiency including MS Office, Outlook, internet and database usage required.
Candidates will be subject to a background check.

How to apply

To apply, please submit a detailed cover letter and resume, to humanresources@ywcasandiego.org. In the subject line, please reference “Client Services Manager”. No phone calls.