Clinical Services Manager

Clinical Services Manager

This position is located in Evanston, Illinois. The Clinical Services Manager is part of the domestic violence department leadership team and plays a key role in administering programs, operational systems, and processes that support innovative and effective clinical services for survivors of domestic violence and their children. The position is responsible for overseeing counseling and case management services to ensure alignment with department goals, managing daily activities, and soliciting and offering input and recommendations on agency policies, department priorities, and procedures. The Clinical Services Manager plays a critical role in promoting program visibility and oversees the development and implementation of outreach strategies to increase the visibility of YWCA Evanston/North Shore's Domestic Violence Services. The Clinical Services Manager embraces the opportunity to build strong relationships with community members and partners to increase awareness of and access to our services and is equally comfortable presenting to an audience, providing supervision, and providing counseling to survivors of domestic violence.

The Clinical Services Coordinator is a motivated self-starter who embraces the opportunity to build innovative, best-practice programming, acts as a catalyst for change, and influences others to translate vision into action. The Clinical Services Coordinator contributes to the comprehensive array of support provided by YWCA Evanston/North Shore with a deep commitment to creating a warm, welcoming, and trauma-informed space for all.

Essential Functions and Responsibilities

Clinical Service Management and Delivery (40%)

• In collaboration with program leadership and input from direct reports, develops long-term and annual plans that identify growth goals and outcomes that ensure continuous quality improvement in clinical services and client experience.
• Supports the enhancement, implementation, and oversight of a full array of clinical services, including voluntary support services for on-site residential clients and community-based clients that conform to trauma-informed best practices.
• Assists in the review and updating of program and client policies and procedures and related documentation.
• Provides trauma-informed individual and group counseling, case management services, and referrals to survivors in community-based programs and occasionally supports clients in residential programming.
• Establishes relationships with clients, drawing on motivational interviewing and a client-centered approach. Provides conflict resolution when needed. Provides parenting feedback as required.
• Provides education to clients about the impact of trauma and demonstrates techniques that help clients learn relaxation, calming, and soothing.
• Plans, coordinates, and facilitates specialized services and support groups as needed and ensures that program activities are developmentally, culturally, and linguistically appropriate and operate through a trauma-informed lens.
• Oversees and implements referrals to appropriate community agencies and services.
• Facilitates programming for clients through partnerships with community agencies and providers.
• Ensures the development and updating of community service referral guide for staff and clients.

Community Outreach & Training (20%)

• Represents and speaks about the services of the organization to community organizations.
• Establishes and maintains working relationships with area service providers and community leaders, including but not limited to partners in the Continuum of Care.
• Participates in coalitions and committees to form collaborative responses to domestic violence.
• Collaborates with the domestic violence leadership team to develop and implement outreach plans, including training and tabling, to expand domestic violence services within the catchment area.
• Assists in developing a targeted outreach plan to enhance familiarity with YWCA domestic violence services to increase usage of services.
• Participates as a trainer in delivering domestic violence training, including but not limited to the state-required 40-hour domestic violence training program and other community-based training on domestic violence.

Staff Supervision (20%)

• Develops, motivates, and maintains a high-performing team with positive morale that adheres to high standards of service delivery.
• Develops and supports the growth of direct reports, providing supervision by encouraging professional development
• Hires a diverse staff in accordance with agency policies and procedures and submits timely, accurate, and completed hiring paperwork.
• Ensures new hires are onboarded in accordance with agency policies and procedures, including, but not limited to, developing, reviewing, and submitting new-hire work plans for those working 20 hours or more per week, and providing training on agency operations, policies, procedures, and job responsibilities.
• Oversees the workflow and productivity of staff, including but not limited to maintaining accurate work schedules, reviewing and approving timesheets and activity reports in a timely manner, setting and regularly reviewing professional goals, caseload, expectations, and accomplishments.
• Develops staff capacity and morale by providing regular supervision and effective coaching, including but not limited to meeting individually with staff working 20 hours or more a week at least twice a month and providing consistent and timely feedback to those working less than 20 hours a week as determined by performance needs, recognizing and recording staff accomplishments and disciplinary issues.
• Ensures all staff who are regularly scheduled to work 20 or more hours a week receive a timely annual appraisal within 2 months of their anniversary date.
• Maintains current knowledge of best practices in the field and oversees ongoing professional development and required certification of all staff, ensuring a commitment to high-quality, innovative service delivery. Schedules training and maintains attendance and completion documentation.
• Stays current with agency technology and its proper use, including, but not limited to, taking the initiative to seek out personal training opportunities, training direct reports on proper use, and ensuring staff maximizes their efficiency with available technology.
• Acts as primary liaison between leadership and direct reports and ensures timely, thorough, and effective organizational communication so staff feel informed and aware of organizational policies, practices, and procedures, and growth. Effectively advocates for staff by regularly soliciting staff input and representing staff needs and interests to agency leadership.
• Ensures all staff understand and adhere to all policies in the Employee Handbook.

Continuous Quality Improvement (10%)

• Assists in the development and manages the implementation of a comprehensive program evaluation process, soliciting client feedback and regularly reporting data to staff for review and program improvement discussions; attends quality improvement meetings to report out on planning and outcomes of the clinical services program.
• Manages the timely completion and submission of all reporting and record keeping, and implements an ongoing online file audit process to ensure compliance with internal quality assurance and funder guidelines.
• Reviews and monitors ongoing domestic violence policies & procedures, ensuring alignment with best practices.
• Ensures compliance with data entry standards as set for by partners and funders, including but not limited to those related to housing such as CE, HMIS and DV Comparable Database

Record Keeping and Documentation (10%)

• Oversees completion of intake and all ongoing paperwork for assigned clients, including data entry of client information into Salesforce.
• Submits monthly activity reports in a timely fashion.
• Reports on goals and objectives identified in government grants and foundations as appropriate.

Additional Duties

• Intermittently provides emergency backup to ensure adequate coverage of the 24-hour crisis line and residential shelter.
• Assists in developing department budget.
• Contributes to grant writing and reporting as requested.
• Performs other duties as assigned by management.
• Attends management and other committee meetings and contributes to the organization's overall strategic growth.
• Pursues professional development.
• Understands and adheres to all of YWCA Evanston/North Shore procedures and policies as well as YWCA Employee Handbook.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Requirements

Minimum Qualifications

Education: Master's Degree in Social Work, Counseling or Psychology.

Experience and/or Training

• At least 2 years of experience counseling children, youth, adults, and families on issues related to domestic/intimate partner/family violence.
• At least 2 years of supervisory experience, including clinical supervision.
• Experience in crisis intervention and conflict resolution.
• Experience in submitting reporting documentation and completing intake paperwork.

Licenses/Certificates

• LCSW/LCPC/LMFT
• Successful completion of the Illinois 40-Hour Domestic Violence within the first three months of employment.