Chief Client Services Officer

Position Summary

The Chief Residential Services Officer (CRSO) provides executive leadership and strategic direction for all residential services at The Family Place, including intake hotline and shelter-based programs. As a key member of the Executive Leadership Team, the CRSO ensures that the organization delivers safe, trauma-informed, and client-centered services that empower survivors of domestic violence to achieve long-term safety and stability.

This role was previously part of a broader Chief Programs Officer position. By reverting to a focused executive leadership role, The Family Place is creating a stronger structure that enhances both the client and employee experience—allowing for sharper strategy, greater integration with operations, and improved real-time responsiveness to client needs.

Key Responsibilities

Strategic Leadership

• Provide vision, strategy, and long-range planning for all residential services, ensuring alignment with The Family Place mission.
• Innovate service models to meet evolving client needs and emerging best practices in trauma-informed care
  Anticipate trends in domestic violence services and position The Family Place as a leader in residential programming.

Operational Oversight & Collaboration

• Oversee the hotline intake process, ensuring seamless and trauma-informed client entry into services.
• Direct real-time bed placement and resource allocation to meet urgent client safety needs.
• Partner with the COO to ensure shelter operations—including facilities, security, and supplies—support optimal client care.
  Develop systems that improve coordination among residential assistants, case managers, shelter and program leaders.

Program Excellence & Client Experience

• Ensure excellence across all residential programs—from hotline intake through shelter stay—delivering a coordinated, client-centered experience.
• Establish standards of practice and accountability for residential staff and program leaders.
  Use data and evaluation to measure outcomes and drive continuous improvement.

Compliance & Grants Oversight

• Oversee compliance with all regulatory, licensing, and funder requirements related to residential services.
• Partner with the Grant Administrator to ensure accurate reporting and stewardship of program resources.
  Represent residential programs to funders and community stakeholders as needed.

Executive Team Leadership

• Serve as a member of the Executive Leadership Team, contributing to overall agency strategy, culture, and performance.
• Lead, mentor, and develop senior program leaders overseeing residential staff and services.
  Foster a culture of accountability, equity, and empowerment across campus programs.

Key Projects Year 1

• Hotline & Intake Optimization: Strengthen intake workflows, including bed placement and triage systems, to ensure rapid and accurate client access to shelter with supportive metrics.
• Shelter Capacity & Resources: Partner with Operations to improve real-time monitoring of bed capacity, supply distribution, and resource allocation.
• Staff Alignment: Integrate roles across residential assistants, case managers, and directors to improve coordination and client experience.
• Outcome Tracking: Enhance data collection and reporting to demonstrate program impact and compliance with funder requirements.
• Client Experience Strategy: Develop a roadmap for improving the shelter experience, ensuring services are both trauma-informed and empowering.

Qualifications:

• Master's degree in social work, counseling, nonprofit management, or related field preferred.
• 10+ years of progressive leadership experience in human services or residential/shelter programs, with at least 5 years at a senior leadership or executive level.
• Strong knowledge of trauma-informed care, crisis intervention, and best practices in residential services.
• Demonstrated success in strategic planning, program innovation, and outcomes-based leadership.
• Proven ability to build collaborative relationships across executive teams, boards, funders, and community partners.
• Exceptional communication and executive presence, with the ability to inspire staff and represent the organization externally.

Mental and Physical Duties:

Duties are usually performed while sitting, with occasional periods of standing or walking.

Working Conditions:

Duties are usually performed seated. Sitting may be relieved by brief or occasional periods of standing or walking. Work must be performed in the agency office and is performed in an office-like setting.

More About US:

At The Family Place, we embrace and live our values: TEAM

• Together: We believe that collaboration is key to our success. Foster a supportive environment, build trust, act with integrity, and expect transparent communication.
• Excellence: We are known for our compassion and commitment to excellence, acting with urgency, and advocating for our clients and community.
• Accountable: Responsible for our actions and decisions. We accept responsibility rather than blame others. Builds relationships to drive results.
• Mission-Focused: Clients come first. Service is our passion, experienced with empathy and compassion.

What We Offer:

• Competitive salary
• Health, dental, and vision insurance
• Short-Term and Long-Term Disability
• Multiple Life, AD&D, and Hospitalization in life insurance options
• Retirement options through: 403b, agency matching, and HSA accounts
• Generous paid time off and holidays
• Professional development opportunities
• Benefits referenced above for FT employees

This job description is not intended to be all-inclusive. The Family Place reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment. Employment at will