Senior Manager, Client Care Services

Be the backbone of hope and healing.
At Minnesota Adult & Teen Challenge every role matters in helping people overcome addiction and find a new path forward. Whether youre working directly with clients or supporting behind the scenes your contributions make recovery return we offer a values-driven workplace supportive managers and opportunities to grow. That commitment has earned us recognition from Newsweek as a Best Addiction Treatment Center and seven straight Star Tribune Top Workplace awards.

Job Summary
The Senior Manager Client Care Services provides operational leadership for Client Care Services within the Minneapolis Mens Residential Program including 3.1 and 3.5 levels of care. This position is responsible for the overall management of residential support services staff leadership operational performance training client experience and department accountability.
The Senior Manager partners closely with clinical nursing admissions and program leadership to ensure a safe structured and recovery-oriented environment that supports successful client outcomes.

• Provide direct supervision coaching mentoring and performance management to Program Admins Coordinators Client Care Supervisors and other assigned Client Care Services staff within the Mens Residential Treatment Program.
• Lead hiring onboarding training employee development succession planning and retention efforts.
• Partner with Treatment Director and Human Resources Business Partner (HRBP) to address employee relations matters support performance management and corrective action processes and make recommendations regarding promotions transfers and terminations.
• Ensure staff maintain required training competencies and performance standards.
• Model and reinforce MnTCs Culture of Honor by treating clients employees volunteers and stakeholders with respect compassion & professionalism.
• Foster a culture of servant leadership teamwork accountability hospitality and recovery oriented care.
• Promote employee engagement professional growth and leadership development by creating an environment where team members feel valued heard supported and empowered to succeed.
• Lead regular staff meetings and communication efforts to ensure alignment with program priorities expectations and organizational initiatives.

Client Care Services & Program Operations

• Provide oversight of day-to-day Client Care Services operations supporting 3.1 and 3.5 residential substance use disorder treatment services.
• Ensure consistent implementation of client supervision practices accountability measures residential programming and operational expectations across all shifts.
• Partner with Program Managers to ensure appropriate staffing levels shift coverage scheduling practices and operational readiness.
• Oversee staffing utilization overtime management and workforce planning.
• Ensure effective coordination of admissions discharges transportation client movement room assignments client counts and related residential operations.
• Oversee the completion and quality of documentation incident reports communication logs and shift handoff processes.
• Provide leadership and support during client crises behavioral incidents emergencies and other situations requiring operational response.
• Maintain a visible presence within the residential program by providing floor support coaching staff and addressing operational concerns.
• Promote consistency in culture communication service delivery and staff expectations throughout the program.
• Support a therapeutic environment that balances accountability and grace while promoting client engagement safety and recovery.
  Client Experience Collaboration & Quality
• Promote a welcoming respectful and recovery-focused environment that reflects MnTCs commitment to hospitality client dignity and relationship-centered care.
• Champion hospitality initiatives and continuously enhance the client experience throughout treatment.
• Review hospitality surveys client feedback and operational performance indicators to identify trends and implement improvement strategies.
• Promote professional boundaries effective client management practices and accountability to program expectations.
• Participate in quality improvement initiatives program reviews investigations and corrective action planning.
• Ensure compliance with applicable licensing regulatory accreditation and organizational requirements.
• Ensure compliance with Minnesota Department of Human Services (DHS) requirements including maintaining staff eligibility for DHS background studies required training and other applicable regulatory standards.
• Ensure compliance with client rights documentation standards safety practices and organizational policies.
• Partner with clinical admissions and program leadership across MnTC programs to facilitate appropriate client transitions transfers and continuity of care ensuring clients are connected to the level of service that best supports their recovery goals.
• Promote and monitor compliance with confidentiality privacy and information security standards ensuring client information is protected and accessed used and disclosed only in accordance with HIPAA 42 CFR Part 2 applicable state regulations and organizational policies.

Required Skills & Experience (Minimum Qualifications):

• High School Diploma or equivalent required.
• Bachelors degree in Human Services Behavioral Health Healthcare Administration Business Administration or a related field preferred.
• Licensed Alcohol and Drug Counselor (LADC) preferred but not required.
• Minimum of three (3) years experience supervising Technicians Client Care staff or equivalent direct care employees in a residential treatment setting.
• Minimum of three (3) years of experience working collaboratively with multidisciplinary teams in a residential treatment behavioral health or healthcare environment.
• Experience managing employee schedules staffing coverage labor utilization workforce planning and daily program operations.
• Experience onboarding training coaching developing and managing employee performance.
• Experience managing budgets operational resources and departmental performance.
• Strong understanding of residential treatment operations including client supervision professional boundaries client behavior management crisis intervention de-escalation and incident response.
• Knowledge of HIPAA client confidentiality requirements professional boundaries and applicable regulations governing the privacy protection and appropriate disclosure of client information.
• Knowledge of admissions discharges transportation coordination documentation standards incident reporting shift communication processes and client accountability procedures.
• Strong leadership organizational problem-solving interpersonal and communication skills.
• Proficiency with Microsoft Office electronic health records scheduling systems and other related technology platforms.
• Experience working with individuals experiencing substance use disorders mental health concerns or other life-controlling challenges.
• Comfort and compassion in working with individuals facing life-controlling challenges such as mental health issues and addiction.
• Demonstrate MnTCs mission Culture of Honor core values and Putting Honor in Action principles through daily interactions fostering a welcoming respectful and relationship-centered environment.
• At least 1 year of freedom from problematic substances.
• Must successfully complete and maintain all required training and competency requirements applicable to the position prior to providing direct care or client services including training related to client rights confidentiality mandated reporting professional boundaries and other applicable licensing and regulatory requirements.
• Must successfully complete a Minnesota Department of Human Services (DHS) background study and maintain eligibility for all DHS background studies clearances and requirements applicable to assigned services and programs prior to providing direct care or client services.

Physical Requirements:

• Regular on-site attendance within the Minneapolis Mens Residential Program is required.
• Frequent walking throughout residential treatment facilities and interaction with clients staff and visitors.
• Ability to respond to emergencies and rapidly changing situations in a residential treatment environment.
• Prolonged periods of sitting standing walking bending reaching and working on a computer.
• Ability to occasionally lift and carry up to 30 pounds.
• Ability to assist with program operations and provide on-site leadership support during evenings weekends holidays or emergencies as needed.

Target Compensation (Negotiable based on Qualifications):

$67000-$75000/year

We seek to recruit develop and retain the most talented people from a diverse candidate pool in order to successfully meet our mission of helping every Minnesotan find help and healing from addiction.

Mn Adult & Teen Challenge is an Equal Opportunity Employer and does not discriminate based on any category protected by federal state or applicable laws.

Reasonable accommodation is provided upon request.

Required Experience:

Senior Manager