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Family Services Manager

3 months ago

Napa, United States ParentsCAN Full time
Job DescriptionJob DescriptionSalary: $25-30/hr DOE +$6900 benefits

POSITION: Family Services Manager 

CLASSIFICATION: Full Time/40 hours a week 

EXEMPT STATUS: Non-Exempt/Hourly 

REPORTS TO: Program Director  

PAY RANGE: $25-30/DOE, plus $6900 in Health & Wellness benefits 

 

SUMMARY: 

Manages initial contact with families seeking services from ParentsCAN, ensuring a supportive and welcoming experience. Requires outstanding customer service skills, precise client needs assessment abilities, and comprehensive knowledge of local community and ParentsCAN services to effectively guide clients through their initial engagement stages. 

 

  • ESSENTIAL DUTIES AND RESPONSIBILITIES: 
  • Creates a warm and professional first impression for new families via phone, email, texts, or in-person at the center. 
  • Conducts initial screening of family needs to understand reasons for contact, assesses services already accessed, and determines appropriate next steps. 
  • Records all client information accurately in Salesforce, ensuring data completeness, and maintaining confidentiality and security of family information. 
  • Guides families through the intake process, making calls, sending emails/texts, and explaining ParentsCAN services and expectations. 
  • Provides initial referrals to essential services, including safety net services and local social service programs. 
  • Registers families for ParentsCAN classes and services based on identified needs. 
  • Follows up with families to ensure connection to initial referrals. 
  • Assists families with application processes for safety net services such as Medi-Cal, food, housing, and financial assistance. 
  • Collaborates closely with ParentsCAN Family Support staff to connect families with peer support and specialized disability services. 
  • Maintains and updates on-site calendar of groups in coordination with staff. 
  • Supports staff in preparing on-site events, including setup, cleanup, and IT assistance. 
  • Sends reminders via calls, emails, or texts to families registered for groups and classes. 
  • Cultivates positive relationships with staff and external agency partners. 
  • Attends community provider meetings to stay informed about available services like housing, financial aid, food, and healthcare. 
  • Reviews intake reports weekly to ensure that accurate information is captured, and  families are  connected with appropriate ParentsCAN staff and community services. 
  • Collaborates with leadership to propose and implement process improvements. 
  • Assumes the role of team lead during community emergencies/disaster to support ParentsCAN in providing essential information and assistance to families. 
  • Other duties and special projects as assigned   

 

EXPERIENCE NEEDED:  

  • Bilingual English/Spanish- required 
  • Bachelor’s degree in human services, education or relevant field (or commensurate experience)  
  • Excellent customer service skills 
  • Demonstrated knowledge and experience with social service systems and community resources 
  • Strong organization/time management skills  
  • Strong interpersonal skills and ability to work effectively with families, staff, and professionals 
  • Proficient technology skills, knowledge of Microsoft 365: Teams, Word, Excel, SharePoint and PowerPoint 
  • Knowledge of data management systems (Salesforce) 
  • Lived Experience as a parent, caregiver, or close relative of a child/individual with a disability, preferred  

 

Work Environment: 

The Family Services Manager is an in-person position, working at the ParentsCAN office, during normal business hours.  Some evenings and weekends may be required as needed.