Client Services Manager

Client Services Manager

General Qualifications:

• Bachelor’s degree in social welfare or related field.
• Experience in human services or counseling setting.
• Minimum 5 years supervisory and program planning experience.
• Demonstrated ability to effectively communicate orally and in writing.
• Demonstrated ability to research, develop and plan direct service programs.
• Knowledge of community resources.
• Public speaking experience.
• Knowledge of issues facing domestic violence, sexual assault and child sexual abuse victims.
• Obtain and maintain clean child abuse clearances, criminal record background check and FBI clearance
• Access to private transportation, willingness and ability to travel.

Responsibilities Direct Services:

1. 1. Responsible for the oversight and coordination of the counseling, legal advocacy and other direct services to domestic and sexual violence victims for Franklin and Fulton counties. Designated as direct services supervisor as specified in 42 PA C.S.A. §1.
   2. Ensure strict compliance with confidentiality laws and funder requirements.
   3. Promote a team approach to service provision providing leadership and oversight to assure a trauma informed, survivor centered and empowerment-based model.
   4. Monitor service delivery to ensure clients receive timely and healing focused support.
   5. Provide leadership, supervision, professional development and case consultation to advocacy staff.
   6. Monitor caseloads, set priorities and evaluate victim services staff.
   7. Ensure accurate data collection, documentation and reporting for all direct services.
   8. Develop annual goals, objectives and activities for the counseling programs by April, which align with the funding applications, work plans and the funder standards and expectations for direct services.
   9. Provide crisis intervention and safety planning via the hotline and in person including medical, law enforcement and social service advocacy.
   10. Assume a counseling caseload when the counselors have no available openings to ensure that clients seeking counseling services can receive services in a timely manner,
   11. Model accountability by fully sharing on-call responsibilities including nights, weekends and holidays. Assume back up coverage during staff shortages or emergencies.
   12. Assure that services are easily accessible to clients in all parts of the county by arranging to meet in locations such as churches, schools, and other agencies when possible.
   13. Gather information and statistics for reporting to various funding sources. Review reports for accuracy. Submit all reports in a timely manner.
   14. Conduct file review according to the policy for all counseling and shelter clients to ensure that files contain all items required by the funding sources and information has been properly documented.
   15. Participate in funder monitoring visits and audits.
   16. Evaluate and monitor service provision, for the purpose of developing new programming and services.
   17. Collaborate with the Executive Director on grant implementation and reporting.
   18. Complete monthly reports for the Executive Director on direct services programs and activities.

Additional Responsibilities:

1. Complete WIN 80 hour counselor/advocate training.
2. Participate in relevant training, conferences, seminars and committees with the approval and/or direction of your supervisor.
3. Assist other staff and volunteers in organizing and/or conducting education seminars and other activities that might aid the clients either directly or indirectly in the community by creating an awareness of the issues surrounding victimization and the services available to victims.
4. Cooperate as a team member with other staff and volunteers to promote the best interest of WIN and its service to the community.
5. Maintain a flexible working schedule.
6. Uphold all WIN policies, procedures and confidentiality.
7. Assume additional responsibilities as assigned.

E.O.E./A.A.- We are an Equal Opportunity Employer committed to diversity, equity, inclusion, and culturally responsive services.

Immediate Supervisor: Executive Director

Supervisory Responsibilities: Counselor Advocates, Transitional Advocates, Legal Advocates, Law Enforcement Liaison

Hours: 40 per week, some evenings/weekends and call rotation required

Classification: Exempt

Medical Insurance

Vision & Dental

Short Term & Long Term Disability

HSA Account

PTO