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Client Services Manager

3 months ago

Tampa, United States Operation New Hope Inc. Full time

Operation New Hope is a nonprofit operating in Jacksonville, Orlando, St. Johns County, the Space Coast, and soon to open in the Tampa/St. Petersburg area. Our pre-release and post-release programs provide job training and placement, and comprehensive support services to people returning from incarceration and others who have been affected by the justice system with the goal of facilitating successful transitions back into the community. We motivate our clients to become productive, responsible citizens, and our programs help prevent recidivism, reduce the repeated costs of incarceration, and improve public safety. Our dedicated team supports the career opportunities, mental health, and overall stability of our clients to help them achieve self-sufficiency.

**Position Overview**: The Client Services Manager oversees all Client Service-related business processes and procedures. They are responsible for managing a team of 5-10 Case Managers, and 1-2 Intake Specialists.

**Reports to**: Client Services Director

**Essential Duties & Responsibilities**:

- Oversees a team of up to 10 case managers with up to 50 cases each. This includes load balancing caseloads when necessary.
- Provides feedback to team members around policy, compliance, process, and client interaction.
- Acts as a coach, work with team members individually to continue to develop their skills and create succession plans.
- Responsible for the quality of the data in ETO (Efforts to Outcome data system), ensuring that procedures are followed for ETO input, documentation, follow-up reports, and interactions with clients.
- Understands and communicates metrics with the team to assure that operations are on track.
- Leads quality improvement projects based on identified metrics or audit findings to improve performance, efficiency, and effectiveness of the team.
- Liaisons with community organizations on matters concerning clients’ behavior.
- Responsible for understanding the various funding sources and how to align a client to the correct source.
- Coordinates with local agencies to offer clients a wide range of resources.
- Assists in the hiring and coaching of Case Managers and Intake Specialists as needed.
- Conducts peer reviews of electronic and paper client files, ensuring that standards and procedures are being met.
- Acts as the point of contact for check requests, stipend requests, and grant reports.
- Participates in multidisciplinary staffing meetings as part of the Clinical Team which consists of Mental Health, Resources, Family Support Specialists, Career Development and Employment Services.
- Carries a partial client case load and/or assists with administering drug tests and/or assist with discharge paperwork as needed.
- All other duties as assigned.
- Ensures all assigned client charts are maintained in compliance with Department of Corrections and Department of Labor monitoring standards.

**Education / Experience / Qualifications**:

- Bachelor’s degree required (Criminal Justice, Social Work, Sociology, or related fields). Master’s degree preferred. In lieu of degree, 6+ years of relevant experience.
- At least 5 years’ experience working with underserved populations.
- Strong face-to-face and written communication skills.
- Excellent interpersonal skills and the ability to create a ‘high performing’ team culture.
- Must be flexible and adaptable to consider all points of view and work towards decisions that reflect the greater good of the organization.
- Proficiency in using computers, running reports, and learning new software.
- Proficiency in Microsoft Office Suite; Word, Excel, PowerPoint, Outlook, Teams, and electronic client records.
- Must be able to work Monday through Friday 8:30am-4:30pm.
- Must have a valid driver’s license, clean driving record and reliable transportation.
- Must be able to clear a Level I Background check through the Department of Corrections.
- Must be able to lift up to 15 lbs.
- At least 4 years’ experience leading and directing a team of staff members. It is critical for this position to have a high level of effective communication with staff and clients.

**Job Type**: Full-time

**Location**: Tampa, FL

We offer a 35 hour work week and have a robust benefits package for our employees. We honor all Federal Holidays (paid) and employees are eligible for paid time off after 90 days of employment.

With 25 years of experience in providing job readiness training and supportive services to people affected by the criminal justice system, Operation New Hope is a leader in the field. We have built our reputation and track record on the belief that we all deserve a second chance. Our Ready4Release, Ready4Work, and Ready4Success programs builds stronger communities by creating opportunities for people impacted by the criminal justice system to become productive, responsible citizens saving taxpayers millions of dollars by avoiding repeated high costs of incarceration, dramatically impro