Manager of Client Services

HAVEN Manager of Client Services

RESPONSIBILITY
This position manages all aspects of the Client Services Program.  Ensure that programs and activities are consistent with the agency's mission and values.  Promote an atmosphere of unity and empowerment for staff, volunteers and those served by the agency.

ACTIVITIES
Program Management:
•    Oversees Crisis Services Teams
•    Partner with Shelter Manager, Housing Manager, Outreach Manager, and all other HAVEN managers as required to ensure effective ethical communication, collaboration, and teamwork.
•    Monitor the quality and effectiveness of all Client Services programs and develop strategies for improvement.  
•    Develop protocols and procedures to operate Client Services within the policies and mission of the organization.
•    Interview/screen interns and participate in the hiring of Client Services Staff.
•    Oversee accurate data tracking for victim services and work with Client Services Director to ensure up-to-date statistics and reports, including VOCA and SASP.

 Supervision:
•    Provide support and guidance to staff and volunteers to help them maximize their potential.
•    Supervise direct report staff including annual performance reviews. 
•    Provide monthly supervision to Night Staff.
•    Help develop, update, and participate in agency training for new advocates.
•    Oversees the Internship Program and provides guidance to Internship Supervisors.

Provision of Client Services:
•    Develop and manage the Client Direct Services coverage plan for the agency.
•    Provide Client Direct Services coverage as needed including hotline, chat, occasional accompaniments to court, CAC, law enforcement and hospital during office hours. 
•    Oversee the coordination and provision of agency support groups.
•    Assist with the provision of professional training to area service providers. 
•    Provide staff backup for night and weekend coverage on a rotating basis with other staff.

Community Liaison:
•     Develop and maintain professional partnerships with multi-disciplinary team members such as law enforcement agencies, CAC’s, County Attorneys, etc.
•     Identify resources within the community and maintain good working relationships with community programs.
•      Participate in local SART, SANE, LAP and High-Risk Teams
•     Attending local committee meetings as assigned by the Client Services Director.

OTHER
•    Assist in special projects and assignments as required for the effective operation of the agency.
•    Attend monthly Management Team Meetings.
•    Participate in agency outreach events as needed.

QUALIFICATIONS

EDUCATION:  Bachelor’s degree or 3 years of relevant experience required.
SKILLS: Strong management and supervisory skills. Experience with supervising staff and/or volunteers required. Demonstrated written and oral communication skills with strong computer proficiency. Crisis intervention, group facilitation and trauma informed advocacy skills preferred.  Must complete 32-hour agency training upon hire.
KNOWLEDGE:  Solid understanding of issues relating to sexual and domestic violence, crisis intervention and challenges of a community-based crisis center.  
TRAITS:  Flexible, compassionate, dedicated, ability to stay calm under pressure and present oneself in a professional manner; culturally sensitive; ethical communication, team player.

From Haven’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for improving people’s lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone’s responsibility. Diversity, Equity, and Inclusion relate to and are inextricably linked with all aspects of HAVEN’s mission to end violence and change lives and how we aim to do this vital work.  A commitment to issues of DEI positions HAVEN to improve the quality of the experience for our staff, volunteers, clients and community.

STATUS OF POSITION
40 HOURS PER WEEK - EXEMPT Salaried Position – Benefits Eligible      LEVEL: Manager      REPORTS TO: Client Services Director   LOCATION: Flexible – Portsmouth/Rochester