Client Support Manager

Job DescriptionJob DescriptionRemote or telecommuting:This position is approximately 40-50% in person, 60-50% remote, but these proportions are subject to change. Supervised by: Managing Director of Immigration & Client Support Services Supervises:

Client Support Coordinators, Public Benefits Coordinator Status: Full-time Essential Responsibilities Program Management (approximately 50% of the position)

Oversight and management of the delivery of client support services. Ensure high quality of client services through client support training and supervision. Build and maintain relationships with partner agencies. With the Managing Director of Immigration & Client Support Services, develop and monitor metrics for success, including implementation of client assessment tools, recording outcomes, and developing a system for managing caseloads and setting priorities Process internal referrals and assign cases to staff Monitor CSC caseloads with an eye toward equity, agency capacity, and balance of competing responsibilities Schedule / run Client Support team meetings Participate in hiring staff and relevant interns; supervise interns and/or volunteers as needed With the Managing Director, lead assigned staff; conduct supervision and evaluations; conduct necessary disciplinary, terminations, and other personnel actions in accordance with personnel policies Provide ongoing mentoring, including strategic growth for assigned staff and monitor individual work plans Actively participate in external committees and meetings Perform external training, as requested, for partners and other organizations Translate/interpret for clients and attorneys as needed Collaborate with other programs for special projects for client support, including but not limited to planning, executing, staying updated, and responding to client needs and tangible supports Direct Client Services (approximately 30% of the position) Manage a small caseload of ongoing cases when necessary that require continuous support for accessing housing, financial assistance, safety planning, and additional resources.

Provide support for Coordinators in the program with emergency cases, coverage during time off, or when the program is at capacity, including some in-person coverage at the Order of Protection Program. Direct Client Services include: Support Ascend Justice clients through safety planning, information, and advocacy. Maintain strong communication with clients of Ascend Justice across all divisions.

Deliver all services according to principles of trauma-informed care.

Maintain client files, opening and closing cases according to agency procedures

Record all client communications in Legal Server.

Support holistic delivery of client services through clear and timely communication with clients, colleagues, and external stakeholders.

Connect clients to resources necessary to overcome barriers to safety. Make timely and appropriate internal referrals, including a written record of known client support needs Assist clients with applications for financial assistance. Assess and refer clients for public benefits enrollment assistance Direct Program Administration (approximately 20% of the position) Develop training materials for CSC staff and interns Develop, review and modify client assessment tools Develop, review and modify CSC internal and client facing forms Develop and maintain case filing system Other Responsibilities

Protect the organization by keeping information confidential. Actively participate in required staff meetings and trainings. Keep abreast of the field by maintaining networks, participating in professional organizations. Perform administrative duties as needed including filing, copying, sorting, mailing, etc. Perform other duties as assigned by the supervisor. Work Environment

This position is approximately 40-50% in person, 60-50% remote, but these proportions are subject to change. Our offices, including the Domestic Violence Courthouse, are fully accessible. Some work at off-site locations may be required, and those may not necessarily be fully accessible. Evening, weekend, and overnight work/travel may occasionally be required. This role routinely uses standard office equipment such as computers, phones, and scanners. Employees are regularly required to talk, hear, see, and communicate effectively via computer. Smoke- and drug-free environment. QualificationsBachelor’s degree in a relevant field required Minimum of three (3) years of relevant experience Bilingual in English/Spanish and/or another language preferred Must have completed or be willing to complete 40-hour Domestic Violence training Ability to work with people of diverse backgrounds who are in crisis Knowledge of or experience with working with survivors of gender-based or intimate partner violence Demonstrated ability to work with diverse populations Familiarity with principles of traum