116 Nassau Street
The Deputy Director of Client Services (DDCS) supports the Director of Client Services (DCS) in managing all aspects of AVP’s Client Services Department, including program development, implementation, contract compliance, and evaluation, using AVP’s trauma-informed, anti-oppressive, harm reduction approach. The DDCS ensures quality service provision to AVP clients in sustainable ways by providing direct clinical and administrative supervision of staff; program planning, development, implementation, and evaluation; data management and information tracking for internal (quality assurance and program evaluation, internal tracking and analysis, performance management analysis with staff, reports to the Board, etc) and external reporting (media, grant contract reporting, requests for proposals NCAVP HV report, etc). The DDCS is an integral part of the Client Services leadership team, and actively contributes to the development and implementation of departmental strategic goals that support the agency’s strategic plan. The DDCS also provides rotating 24-hour back-up coverage for supervision of on-call Client Services Staff and AVP’s crisis hotline volunteers, and represents AVP in related community committees and working groups/task forces.
DUTIES AND RESPONSIBILITIES
Supports the DCS in oversight of all clinical and administrative aspects of AVP’s Client Services Department, including:
Supporting the development, maintenance, and evaluation of department policies and protocols and internal department structures.
Supporting management of city, state, and federal contracts, as well as foundation grants.
Ensuring effective functions of the database and related trainings and updates.
Ensuring effective collaboration and communication with other AVP departments.
Serving as back-up in the DCS’ absence in liaising with Senior Management Team (MTeam) members, including the Executive Director.
Supervisory and Management
Supports DCS in the supervision of Client Services Department staff in all department functions, including:
Directly supervising the Clinical Manager, Manager of Advocacy and EEP, and Manager of Data and Analytics.
Providing client-related consultation and guidance to all interns, volunteers, and staff members, as needed.
Overseeing projects and activities in Client Services, including, but not limited to community-based work in off-site locations, collaborative work across departments, and special projects.
Ensuring that all case record and other documentation is completed in a timely, accurate, responsible, and comprehensive manner.
Providing 24-hour hotline back up coverage for supervision of on-call Client Services Staff and AVP’s crisis hotline volunteers.
Ensuring that the CS department is fully staffed.
Ensuring documentation and reporting on all program and client related activity is completed in a timely and appropriate manner.
Evaluating direct reports in a timely and accurate way that promotes staff professional development and organizational functioning, including creating professional development plans, and working to support doing social justice work sustainably and responsibly.
Collaborating with staff at all levels, including MTeam, to develop and implement skills building and job development opportunities for staff.
Facilitating ongoing professional development for all CS staff.
Evaluating program efficiency, outcomes and impact.
Maintaining constructive and respectful relationships with all staff, partners and stakeholders.
Fostering and sustaining a positive, innovative, results-oriented work environment that promotes best practices in providing trauma-informed services, anti-oppressive, harm reduction services.
Supporting agency-wide anti-oppression process and abide by agency’s Communications Agreements
Taking advantage of training and technical assistance opportunities in internal to external settings, as appropriate and indicated.
Develop and manage relationships with key internal and external stakeholders. as necessary, throughout the City, State, and nationally, to attend and present at meetings and conferences, to raise the visibility of AVP’s trauma-informed, anti-oppression, harm reduction model and to amplify the voices of LGBTQ and HIV-affected communities around their experiences of bias, discrimination, and violence, as well as resilience and strength.
Program Development and Support
Works closely with the DCS to support the design, development, implementation, and evaluation of innovative and responsible approaches to direct service work responsive to emerging needs of survivors of violence within LGBTQ and HIV-affected communities, and works to sustain effective programming, including AVP’s Hotline, counseling, advocacy, support groups, economic empowerment work, information, and referrals, using AVP’s trauma-informed, anti-oppressive, harm reduction approach. In this capacity, the DDCS will:
Conduct formal and informal needs assessments to identify emerging needs of survivors of violence within LGBTQ and HIV-affected communities
Develop innovative and responsible service models to address those identified needs
Identify ways Client Services can better tell the story of our work through data collection, analysis, reporting, and working collaboratively with those we serve and support
Develop program evaluation mechanisms to identify and implement impact measurement for Client Services programming
Develop, facilitate, and manage mission-related training and research, coordinating with the Community Organizing and Public Advocacy department.
Participate in collaborative and coalition work related to AVP’s mission.
Establish and maintain appropriate linkage agreements and referral relationships with relevant community organizations and other resources, in compliance with agency organizations.
Direct Services to Clients
Provide back-up case management, advocacy, crisis intervention, and counseling to clients in support of the Counselor/Advocates and Social Work Interns
Provide back-up of AVP hotline during business hours
Provide direct services to clients as assigned Director of Client Services.
Carry a small caseload of individual clients, and/or facilitate groups.
Training and Education
Serve as faculty in AVP’s Training Institute, facilitating trainings, presentations, webinars, and workshops at a local, state, and national level, representing AVP’s work.
Work collaboratively across Programs to support the development of innovative training curricula for community members and professionals, to increase knowledge of violence within and against LGBTQ and HIV-affected communities, increasing access to culturally responsive, inclusive, and affirming safety, services, and support resources.
Attend weekly supervision sessions with the Director of Client Services (receiving supervision) and with all direct reports (providing supervision.)
Attend and/or facilitate daily case conference meetings
Attend monthly Client Services Department staff meetings and Group Supervision
Coordinate with all other departments on behalf of CS
Oversee collaborative program work with COPA and Legal Program
Attend full-staff meetings.
Assist with and attend AVP signature events.
Undertake related duties as assigned
4-5 years of directly related experience required including: 1) providing direct supervision to staff and volunteers who are providing direct services to clients; 2) providing direct clinical and advocacy services to survivors of violence and to members of LGBTQ and HIV-affected communities; 3) coalition building and coordinating; 4) working in fast-paced environment, providing crisis intervention services; and 5) leading a team required.
Demonstrated commitment to working to end violence within and against LGBTQ and HIV-affected communities required.
Demonstrated skill in providing training and education to service providers required.
Demonstrated commitment to professional development and skill building for staff required.
Demonstrated understanding of the dynamics of power, privilege, and oppression, and the commitment to utilizing an anti-oppression approach to social justice work.
Demonstrated commitment to and experience in providing services to clients in a trauma-informed, anti-oppressive, harm reduction approach.
Demonstrated understanding of Economic Empowerment and economic justice work as it relates to LGBTQ and HIV+ survivors of violence
Proficiency required in digital case management systems, Microsoft Office, and general knowledge of management information systems and technical support; Specific experience in Social Solutions’ Efforts to Outcomes (ETO) program, and certification as ETO Administrator a plus.
Excellent written and oral communication skills required.
Bilingual in English and Spanish preferred.
LCSW and SIFI-certified within 1 year of employment required.
Generous benefits package and excellent working environment.
Minimum Education Required
How To Apply
Submit resume and cover letter, including salary requirement, to email@example.com with “Deputy Director of Client Services” in subject line by June 1, 2018. Candidates will be notified for an interview. We will not be able to respond to all inquiries. Interviews will be scheduled on a rolling basis. No calls, please.