Job Description | Updated October 11, 2020
Description: Tahoe Coalition for the Homeless (TCH) seeks a Client Services Manager to oversee a team of client support staff in their efforts to assist households who are experiencing homelessness, at risk of experiencing homelessness, or were previously homeless in achieving increased stability and self-sufficiency using strengths-based, housing-first approaches.
Goal: To supervise a team of Navigation Specialists, Client Advocates, and Services Coordinators, serving clients in a manner consistent with TCH’s mission and policies.
- Provides day-to-day supervision of Navigation Specialists, Client Advocates, and Services Coordinators, as they assist clients in securing and maintaining permanent housing.
- Provides crisis intervention for program participants and serves as an additional point of contact for client grievances.
- Maintains an intensive caseload of approximately 12-15 clients.
- Supports staff in addressing difficult or complex client cases.
- Guides staff in providing client services utilizing trauma informed care and strengths-based approaches, which are in line with Housing First and harm reduction principles.
- Plans and facilitates regular team meetings with the Client Services Team.
- Facilitates clinical and administrative case supervision, completes written staff performance evaluations, and creates professional development plans.
- Represents TCH housing programs in Coordinated Entry case conference meetings.
- Participates in SLT emergency response program, STACS as needed.
- Ensures timely and accurate data management including case notes, assessments, and data entry into the Homeless Management Information System (HMIS) and other data management systems.
- Assists the Program Coordinator with reporting and administrative tasks related to program management.
- Engages clients in trusting and supportive relationships, providing emotional support and focusing on target goals, while maintaining professional boundaries.
- Maintains one’s own physical, mental and emotional well-being to maximize the healthy functioning of the program.
- Master’s degree in social work, counseling, or related field.
- Minimum three (3) years of related work experience, to include working with clients who are experiencing homelessness, mental illness, and substance use.
- Must maintain a valid CA Driver’s License and active car insurance.
- Understanding and support of Housing First principles as well as Harm Reduction Theory and practice.
- Experience using Motivational Interviewing techniques.
- Ability to integrate trauma informed care and strengths-based strategies into daily work and reinforce these strategies within the agency.
- Excellent interpersonal skills including, conflict resolution, listening, and problem-solving skills
- Knowledge of community resources.
- Skilled in non-violent crisis intervention.
- Ability to be flexible, adapt, and adjust to rapid change within a fast paced and growth-oriented environment.
- Ability to maintain clear personal and professional boundaries with clients.
- Ability to respond responsibly in emergency and crisis situations.
- Ability to effectively interact with clients, co-workers, and volunteers with diverse ethnic and cultural backgrounds and treat each individual with respect, dignity, and compassion.
- Physical ability to lift 25 pounds, sit, stand, bend, reach, and perform cleaning duties.
- Knowledge of MS Office software (Word, Excel, PowerPoint,etc.)
- Pass a criminal background check.
Hours: Typically, schedule is 9 am – 5 pm, Monday – Friday. Schedule may be subject to change to accommodate programmatic needs, as needed. May require some on-call, evening, and weekend hours.
Rate: The annual salary range for this position is $54-58k.
Class: The Client Services Manager position is full-time exempt.
Reporting: The Client Services Manager reports to the Director of Services.
Mission: Our mission is to support our neighbors experiencing homelessness by partnering with our community to promote awareness, provide warm beds, and encourage self-sufficiency.
Vision: Our vision is to work together to end homelessness on the South Shore.
Values: We cultivate a culture of shared responsibility that recognizes those experiencing homelessness as members of our community. We lead with integrity, show respect, and uphold fairness. We accept people where they are without judgement and treat one another with dignity and respect. We provide opportunities for growth through education and advocacy with passion and perseverance.