Client Services Manager

Job Title: Client Services Manager Type: Non-exempt hourly Hours: 40 hours per week M-Th 7:30 am – 5:00 pm, F 8:00 am – 12:30 pm (30 minute unpaid lunch included) Flexible start and end times, Friday remote work option Reports To: Executive Director Salary Range: $25-$29 per hour, based on experience and qualifications Benefits: $4,800 annually, in place of health benefits 4 weeks PTO- equivalent to 160 hours 10 Paid Holidays Short Term and Long Term Disability Benefits Employee Sponsored Dental and Vision Benefits, if elected 3% Employer Simple IRA match after one year of continuous employment Organization Summary: WeCAN is a community nonprofit that provides support services empowering individuals and families to reach stability and self-sufficiency. The clients that WeCAN serves are at or below 200% of the federal poverty guidelines. In our service area of western Hennepin County, made up of 12 cities, we are the only comprehensive social service provider. Our service offerings provide clients a holistic approach to address the many layers associated with poverty and homelessness. Please visit our website at for more information. Equal Opportunity Statement: WeCAN's policy is to provide equal opportunity to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, status with regard to public assistance, veteran status, or other applicable protected characteristics. WeCAN is an equal opportunity employer and conforms to all applicable federal, state, and local laws. Program Summary: WeCAN’s Emergency Assistance program provides community members with grants for financial needs. Our goal is to provide stability and help resolve money emergencies so clients can get back on their feet. Assistance is short-term and based on eligibility. WeCAN’s Family Support Programs provide access to the little things that get our clients through each day including: personal hygiene items, cleaning supplies and diapers given out once per month to stretch budgets; a Birthday Shelf with gifts and party supplies to celebrate a child's birthday; pet food available once per month if needed. Position Summary: This position is responsible for managing WeCAN's Emergency Assistance Programs and overseeing the Family Support Programs in accordance with WeCAN goals and in a manner consistent with its core values, policies, and procedures. This role is responsible to ensure compliance with internal and external reporting. This role represents WeCAN and promotes services to the communities within WeCAN's area of service. Supervisory Responsibilities: Volunteers Major Duties and Performance Standards: Client Services - 70% Manages all operations of WeCAN’s Emergency Assistance Programs. This includes Clinic Connection, housing assistance, utility assistance, transportation assistance, veterinary assistance, prescription assistance, gift card distribution, family guidance, budget/money management training, etc. Completes all aspects of client intake including: screening applicants for eligibility over the phone, scheduling appointments, interviewing applicants face to face, completing applications on various forms, reviewing verifications, determining eligibility and organizing client files. Manages emergency assistance follow-ups and client follow-ups after 30 days of new service. Provide basic education about finances and help clients with a money management plan. Monthly data entry for emergency assistance services. Oversees WeCAN's Family Support Programs. This includes Birthday Shelf, quilts & blankets, volunteer coordination, marketing, tracking of in-kind donations, client data entry, personal care and household items and others as developed. Maintains program files and records. Reports agency statistics to Executive Director for use in grants and annual reports. Program Development - 20% Establishes and implements program goals, objectives, policies and procedures. Manages risk to WeCAN by reviewing, updating and implementing services methods, policies and procedures. Evaluates and reports effectiveness of program and prepares recommendations to Executive Director for continuous improvement. Knows and understands program eligibility rules and procedures for Emergency Services through Federal and Hennepin County programs, Health Advocacy (Medical Assistance, MNSure) and other related programs. Coordinates scheduling and creates marketing for agency partnerships; CAP-HC, MNSURE, Mission Animal Hospital, Tax Clinics, Relate Counseling, Bridging, WIC, Sojourner Project, etc. Remains informed and aware of the human service programs and opportunities within the community, to ensure appropriate information and referrals to people requesting help. Develops and sets individual and program goals and drives change. Coonduct outreach activities to clients and communities within WeCAN’s service area. Develops and conducts training/presentations to promote WeCAN services and programs to the community. Develops and cultivates professional relationships with county, faith communities, businesses, and other partners/organizations. Attends community meetings and events to facilitate exchange of information and resources. Develops and conducts training/presentations to promote WeCAN services and programs to the community. Remains informed and aware of new developments in social service delivery, philosophy and methods. Financial - 10% Recommends authorization for payment and completes data entry for reimbursements and client demographics. Works with Executive Director to develop financial and budget activities to fund operations and maximize efficiency in department area. Works with Executive Director to oversee and track corporate and private donations for program area in WeCAN database. Overall WeCAN Operations Participates in or attends community events as a representative of WeCAN. Met monthly for check-ins with the Associate Director. Other duties as assigned. Position Assessment: Clients report increased housing security following emergency rent/utility assistance. Client Services policies and procedures are kept current and accessible. Client follow up assessments are completed and tracked. Personal financial education training classes are held, at least once annually. Through relationships with community partners, program feedback and trend data, services are adjusted to meet the needs of clients and the community. Position Requirements: Bachelor’s degree or higher level education in a human services field, current LSW preferred. Two or more years working in a nonprofit or social services field preferred. Excellent interpersonal skills, written and oral communication skills. Strong computer skills with MS Office Suite, (Word, Excel, Access) and general Internet. Strong attention to detail. Organization and multi-tasking skills, experience working under pressure, setting and meeting deadlines. Ability to maintain client confidentiality. Knowledge of human services agencies, programs and services. Experience in managing office records and files. Experience working with low-income, older adults, and clients with disabilities in a non-judgmental, helpful, and respectful manner. Have a mission for social justice and human integrity. Experience working with volunteers. Have a valid driver’s license and insurance. Ability to speak Spanish highly desirable. Ability to work occasional evenings or weekends. Physical Requirements: Ability to bend, squat, push, pull and lift. Ability to lift up to 30 pounds occasionally. Work Environment: The majority of work completed at WeCAN will be in an office environment and include regular interactions with clients receiving services, volunteers, donors and other community members. It is expected that each of these interactions is done so with the highest levels of professionalism and confidentiality as required in the parameters of those relationships. These interactions may occur in person, on the phone, via e-mail or through the use of social media. May occasionally work outside of the office within the community in places such as churches, restaurants, schools, community centers, and clients’ homes. Will be required to interact with community members and may require small amounts of public speaking, being photographed for media use as well as appropriate use of social media as a marketing tool. May include activities indoors as well as outdoors. May occasionally walk on slippery or uneven surfaces. May climb ladders. May be required to drive as a condition of their employment. This aspect of the position may include driving the Mobile Market van or driving your own personal vehicle for work purposes. #J-18808-Ljbffr