Client Services Coordinator

2 weeks ago


Somerville, Massachusetts, United States City of Somerville Full time
Job Overview

The Client Services Manager plays a pivotal role in the Office of Housing Stability (OHS), working closely with the Deputy Directors to oversee the management of direct service operations. This position is essential in ensuring that residents receive exemplary support and services.

Key Responsibilities

The following duties illustrate the range of work that may be performed. The absence of specific duties does not exclude them from the role if they are similar or logically associated.

  • Collaborate with the management team and Senior Case Manager to:
  • Onboard and supervise administrative and case management personnel as directed by the Director;
  • Provide mentorship and guidance to OHS staff, ensuring operational consistency;
  • Draft and evaluate performance plans and reviews for supervised staff;
  • Develop and periodically review office and client service protocols for necessary updates;
  • Coordinate case assignments and referrals for complex situations involving multiple households;
  • Maintain interdepartmental and external relationships, acting as a liaison to various community agencies;
  • Offer guidance to community organizations upon request;
  • Facilitate responses to inquiries regarding landlord/tenant matters;
  • Assist in ongoing training initiatives for staff;
  • Work with the Co-Deputy Director to organize annual retreats and continuous training;
  • Represent OHS at designated public events;
  • Provide support for communications and other administrative tasks;
  • Designate staff to cover essential services during absences and provide coverage as needed;
  • Perform additional duties as assigned by the Director.
Qualifications

Education and Experience: A Bachelor's Degree with three to five years of relevant experience, or an equivalent combination of education and experience. A Master's degree in public policy, social work, business, or public administration is preferred.

Knowledge, Skills, and Abilities:

  • Knowledge: Familiarity with Massachusetts housing laws and local affordable housing programs.
  • Skills: Strong organizational and supervisory capabilities, with proficiency in data management and office software.
  • Abilities: Effective communication skills, both verbal and written; ability to manage confidential information and maintain organized records.
Work Environment

The work environment is typical of an office setting, with occasional exposure to external elements. Employees may need to work beyond standard hours for meetings or project completion. Flexibility regarding remote or hybrid work arrangements may be required.

Physical and Mental Requirements

Physical Skills: Minimal physical demands, primarily involving sitting, with occasional walking and lifting of light objects.

Motor Skills: Duties require mental acuity, with occasional minimal motor skills for tasks such as operating office equipment.

Visual Skills: Constant reading of documents for comprehension and analysis is necessary.

Compensation and Benefits

Salary: Competitive annual salary, plus benefits.

Additional Information: The City of Somerville is an equal opportunity employer, encouraging applications from diverse backgrounds.



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