YWCA Greater Cincinnati in Cincinnati, OH 45202
Job Summary:
The Client Services Manager is responsible for overseeing the delivery of best quality services in case management, resource and referral submissions, as well as providing trauma-informed care to residents of House of Peace (Clermont County) and the Domestic Violence Shelter (Hamilton County).
Responsibilities:
- Provide direct oversight of the service coordination team (Hotline, Intervention, Youth & Family, Workforce, Aftercare).
- Completes and reviews yearly performance evaluations with supervisees. · Provides oversight for meeting/exceeding outcomes relative to safety, income, housing, length of stay, house capacity, etc.
- Responsible for creating and updating program documents relative to service coordination.
- Completes and maintains appropriate reporting/documentation including but not limited to, hotline calls, shelter entry/exit, case assignments, incident reporting, data collection (intake documents), and outcome tracking.
- Provide direct oversight of Clarity and EmpowerDB databases to ensure data accuracy and timeliness.
- Conducts quality control, continuous improvement, and innovation in hotline, service delivery and advocacy practices.
- Ensures program compliance with local, state, and federal mandates. · Updates & maintains Shelter Standards Binder for annual STEH monitoring.
- Facilitates and schedules training opportunities to promote professional development.
- Conducts individual bi-weekly supervision meetings and weekly case review meetings.
- Facilitates strong communication among all shelter team members between both locations (DVS & HOP).
- Participates as a member of the Incident Review Committee.
- Participates as a member of Domestic Violence Shelter Collaboration Advisory Board, House of Peace Collaboration Advisory Board, community workgroups, and committees.
- Participates in monthly management team meetings.
- Works closely with Director of Shelter Services on expansion and programmatic growth opportunities.
- Works closely with Advocate Manager and Operations Manager to foster a cohesive relationship.
- Perform on-call duties as a member of the shelter management team.
- Other duties as assigned by the Director of Shelter Services.
Budget Responsibility
- Provide budget management for client assistance expenses (ex: rent, transportation, utilities, translation, and food) for DVS & House of Peace.
- Reviews and approves invoices and receipts submitted by team members in FE.
- Provides updates to Director of Shelter Services on spending for reporting purpose
Clerical/General Administrative
- Responds to routine email, phone calls, etc.
- Makes copies, prints documents, etc.
- Files paperwork
- Processes invoices via Financial Edge
Key Relationships
- Interacts with Director of Shelter Services, Advocate Manager, Operations Manager, program staff, clients, volunteers, vendors, and community partners.
QUALIFICATIONS:
Required Education/Experience
- High School Diploma/GED with 5+ years of supervisory experience.
- A minimum of 3 years providing direct case management to clients experiencing homelessness.
- A minimum of 3 years working with survivors and families experiencing intimate partner violence/family violence.
- A minimum of 3 years demonstrating expertise in trauma informed practices and advocacy services.
Preferred Education/Experience
- Bachelor’s degree.
- A background or completed college courses in social work, psychology, or human services.
- BSW license.
Skills/Specialized Knowledge/Abilities
- Political and social sensitivity
- Ability to multi-task, work independently and meet deadlines.
- Excellent written and verbal communication skills
- Understanding of the dynamics of domestic violence and the need for flexibility, mature judgment, and confidence.
- Ability to work with individuals across the spectrum of gender, race, religion, ethnicity, national origin, sexual orientation, and socioeconomic background.
- Ability to maintain confidentiality within the guidelines of YWCA confidentiality policy and procedures, particularly as it relates to staff interaction, client information, hotline calls, and staff supervision.
- Ability to reflect the YWCA mission to empower women and eliminate racism in work performance.
WORKING CONDITIONS:
Working Hours/Environment
- 37.5 per work
- In-office – 3 days at Domestic Violence Shelter & 2 days at House of Peace, as assigned by Director of Shelter Services.
Tools and Equipment Used
- YWCA laptop, copier, fax/scanner, office phone, and other typical office equipment
Travel
- Traveling to Domestic Violence Shelter 3 days and House of Peace 2 days per week.
- As required with respect to job responsibilities and business needs.
Physical & Mental Demands
The physical and mental demands described are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Frequently required to sit at a desk/workstation for long periods of time.
- Ability to work at a computer terminal for extended periods of time
- Digital dexterity and hand/eye coordination in operation of office equipment.
- Light lifting and carrying of supplies, files, etc.
- Ability to speak to and listen to employees/clients via phone or in person.
- Body motor skills sufficient to enable incumbent to move around the office environment.
- Ability to analyze sourcing data, benefits and other reports and make recommendations.
- Additional Mental Requirements: compare, decide, direct, problem solve, analyze, instruct, interpret.
This job description does not constitute a written or implied contract of employment. This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer reserves the right to revise or change job duties and responsibilities as the need arises
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Microsoft Office: 1 year (Required)
Ability to Commute:
- Cincinnati, OH 45202 (Required)
Ability to Relocate:
- Cincinnati, OH 45202: Relocate before starting work (Required)
Work Location: In person