Program Manager, Client Services

Job Summary and Characteristics:

The Program Manager, Client Services (PM) is a caring and empathetic leader who takes pride in delivering best-in-class services to staff and clients, motivating a team to achieve ambitious goals, and thrives in being a part of a growing organization. As part of the management team, the PM models and supports staff in delivering high-quality employment services.

The PM is responsible for managing part of the day-to-day operations and building, leading, managing, mentoring and coaching other team members; establishing best practices; and managing and delivering complex programs. The ideal candidate will demonstrate a sense of urgency, commitment to quality, and a high level of emotional and professional intelligence and personal and team accountability for all deliverables, communications, and overall performance.


Duties and responsibilities to include, but not limited to:

Train, Mentor & Manage Staff to Deliver Exceptional Services - 40% of time.

• Manage growing team consisting of Employment Specialists, who function as our clients' primary case manager, and other staff who are in front-line, direct service, roles.
• Support staff in focusing on program metrics and outcomes and support site in reaching team goals. Actively utilize various program reports and tools to help staff manage caseloads.
• Track and monitor program data. Analyze trends of client service delivery use. Help create data informed annual goals for the site.
• Meet with staff regularly to discuss data, provide training and support engagement and professional development.
• Provide support and guidance on how to address difficult client situations, frequently delivering direct services to clients at times during moments of escalation.
• Provide support in onboarding new team members across the organization.
• In Sr. Director's absence, provide support to address time-sensitive client and office needs, including de-escalation, conflict management and mediation, and coverage issues, as needed.

Foster Strong Client, Colleague, and Partner Relationships - 25% of time.

• Address time-sensitive client issues, including de-escalation, conflict management and mediation, supporting staff in maintaining a safe workplace.
• Participate in committees and working groups in support of organization's Strategic Plan.
• Act as liaison for in-house partners, such as the On-Site Counselor and Legal Aid Fellows.
• Represent Chrysalis to stakeholders, including providing site tours, attending outreach events & community meetings, and delivering presentations.
• In coordination with Sr. Director and management team, provide support around various administrative responsibilities, quality assurance, training staff about Salesforce or other tasks, assisting in the preparation of program reports, etc.
• Work in close collaboration with Chrysalis Enterprises (CE) staff to generate client referrals, including helping to manage program expansion projects and grants.
• Coordinate regular collection of client success stories and serve as liaison with Development & Communications Department to identify timely and relevant client stories/speakers.
• Meet with clients and staff to mediate and resolve client grievances and create appropriate and relevant restorative plans for CE workers.
• Provide back-up support for services across the organization, including leading classes, conducting one-on-one interview/resume services, and meeting with clients as part of transitional employment program requirements.

Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives - 25% of time.

• Actively participate with the Client Services management team to consistently improve programs and services and support program design and evaluation efforts.
• Develop content for and lead staff meetings and case conferences. Participate in department and organization-wide convenings, including content development and delivery.
• Make recommendations and participate in the implementation of projects, such as a curriculum review, to ensure that services are aligned with best practices in the field, reflect the needs of the client population, and support clients in achieving their employment goals.
• Shadow staff delivery of services on a regular basis, providing support and ensuring consistent delivery of the program.
• Oversee, including monitoring budget allocations, resources to support clients in the job search and retention process.
• Key strategic thought partner for Sr. Director and leadership team to promote strategic plan.

General Duties - 10% of time.

• Manage facility operations in partnership with administrative staff.
• Adhere to all Chrysalis policies and procedures.
• Support the Chrysalis Mission, Vision, and Values.
• Other duties as assigned.

Job Skills & Qualifications:

• Interest in, experience working with, and sensitivity toward the Chrysalis client population.
• Minimum 3 years' experience in social service work or related field, including supervision experience.
• Bilingual (English and Spanish) required
• Demonstrated leadership abilities and/or experience motivating team members toward completion of goals.
• Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients.
• Excellent verbal, written, communication, organization and time management skills.
• Exceptional customer service, interpersonal, and public speaking skills, including the ability to use tact and diplomacy in all interactions and to appropriately represent Chrysalis to external audiences.
• Demonstrated team player with a clear understanding of team dynamics.
• High level of proficiency in online research and software applications including: Microsoft Office Suite and Internet required. Facility for data, including comfort with spreadsheets and database programs.
• Previous experience in case management database program(s) preferred. Willingness to learn new computer applications.
• Thrive in high-paced, demanding environment.
• Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.
• Reliable transportation. Willingness to travel among locations required. (Mileage reimbursed)

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee must occasionally lift and/or move up to 25 pounds.

FAIR CHANCE HIRING STATEMENT

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ+ community.