Client Services Manager

Client Services Manager Every Mother's Advocate North Lauderdale, Florida, United States About this position About Every Mother's Advocate Every Mother's Advocate (ĒMA) is a national non-profit organization with a mission to prevent family separation by advocating for mothers in crisis. Through a unique combination of relational advocacy, holistic support, and evidence-based education, ĒMA partners with community organizations to provide mothers in crisis with the personalized tools and resources they need to achieve stability and keep their families together. With a 95% success rate, ĒMA is dedicated to building stronger, more resilient families by empowering mothers to raise their children in stable and nurturing homes. Our Hiring Philosophy At ĒMA, we hire the best talent, which is not solely based on skill set; rather, we prioritize individuals who deeply resonate with the conviction that a vulnerable mother is not the problem, but the unexpected solution. We are united in our commitment to collaborate for the success of mothers, recognizing that preventing foster care, when feasible, is in the best interest of the entire family. Our work extends beyond achieving goals; it is about embodying the fullness of God as whole individuals. We have a redemptive approach to our work, being relational, dignifying, and generous. We pursue growth and knowledge of best practices, offering and accepting feedback with grace. We have extravagant hospitality and, along the way, purposefully create moments of celebration, infusing joy into our journey. Qualities of a great team member: Displays a fervent commitment to empower vulnerable moms and preserve families through redemptive advocacy. Actively listens and engages with a spirit of curiosity, constantly asking thoughtful questions. Offers feedback freely with both candor and grace, welcoming it in return for continuous improvement. Leads by serving, exemplifying a team spirit that willingly refills the snacks for moms and supports one another. Demonstrates genuine empathy towards customers, partners, and fellow team members, fostering understanding and connection. Takes joy in celebrating the victories and milestones of others, contributing to a positive and uplifting team culture. Assumes good intent in others and actively demonstrates trust, creating a collaborative and supportive environment. Pursues relationships with individuals different from themselves, creating a space that honors the richness of human experience. Actively seeks knowledge of best practices in their area of work, contributing to ongoing improvement and innovation. Engages in work and life with spiritual maturity the Christian faith, reflecting a deep sense of grace and understanding. Our Comprehensive Benefits Package Market competitive pay leveraging Salary.com CompAnalyst data403(b) retirement plan with company matching - 50% match for up to 6% We offer generous paid time off benefits with the inclusion of 15 personal days off in addition to the full week off between Christmas and New Year’s and 9 additional paid holidays. We encourage each employee to fully utilize the time granted to avoid burnout and long-term exhaustion. Support work-life balance by giving the option to utilize a work phone separately from a personal phone or receiving a cell phone stipend. Health Reimbursement Arrangement (HRA) of up to $300 towards any medical plan or health expense through Take Command Health Additional Leave: Parental Leave, Bereavement Leave Additional Coverage: Life Insurance, Short-term & Long-term Disability Coverage Role Summary The Client Services Manager owns the quality and outcomes of ĒMA's direct advocacy services - from a mom's first intake through track completion. This role ensures that Advocacy Case Managers (ACMs) have the supervision, tools, and case clarity to deliver ĒMA's model with consistency and care. Role Description The Client Services Manager is successful when moms move through their tracks with consistency, care, and measurable outcomes - and when ACMs have the supervision and clarity to make that happen. By the end of year one, this person will have: Driven the program's completion rate from 45% toward the 60% target through consistent supervision and case quality improvement. Built a supervision practice that ACMs experience as grounding and growth-oriented - not just compliance. Sustained clear, documented standards for intake, case assignment, and DCF documentation that the team actually uses. Created a smooth handoff process with the Membership Care Manager so moms transition out of track with continuity of support. Begun building toward Advocate coordination as a core part of the Client Services model. Key Responsibilities Program & Contract Oversight Hold accountability for DCF documentation standards, including 3-day and 5-day practice requirements, and for the program's completion rate targets. Monitor caseloads, case management practices, and service outcomes to ensure alignment with ĒMA standards and DCF contract requirements. Oversee intake, assessment, and case assignment processes. Ensure timely and accurate documentation in Trellis. Collaborate with the Director of Broward to evaluate service delivery effectiveness and implement improvements. Leadership, Supervision & Staff Development Provide direct supervision, coaching, and performance management to ACMs and direct-report contractors. Facilitate regular team meetings, case consultations, and one‑on‑one check‑ins. Identify training needs and provide ongoing professional development for ACMs. Foster a culture of trauma‑informed care, family empowerment, and accountability. Create and maintain source‑of‑truth documentation for case management processes and standards. Client Advocacy & Support Manage and steward a reduced case load of clients to comply with contract agreements and model case management best practices. Serve as a resource for complex or high‑risk cases, providing guidance and direct intervention when needed. Ensure ACMs have clarity on how to activate and work alongside their assigned Advocates in the track. Ensure appropriate hospitality and financial support is in place for moms and their Advocates. Advocate Partnership (Near‑Term Coordination, Long‑Term Ownership) Partner with the Membership Care Manager to stay aligned on how Advocates are currently coordinated and supported. Ensure ACMs have clarity on how to activate and work alongside their assigned Advocates in the track. Own the long‑term integration of Advocate coordination into the Client Services team as the program matures. Community Partners Activate and maintain day‑to‑day referral partner relationships within the network the Director of Broward has established. Ensure ACMs know which partners to activate for which needs and that referrals are documented accurately in Trellis. Flag when a partner relationship is not working in practice and elevate to the Director of Broward for resolution. Surface gaps in the referral network based on what moms are presenting with and bring those to the Director of Broward. Administrative & Reporting Track key performance indicators, including completion rates and DCF deliverables, and prepare reports for leadership. Support grant compliance, audits, and program evaluations related to direct service delivery. Coordinate with the Internship Manager on intern placements and provide day‑to‑day direction to interns working within the Client Services team. Qualifications & Skills Required Required Bachelor's degree in Social Work or related field Minimum 3-5 years of experience in case management, family advocacy, or social services Experience with DCF-funded programs or comparable contract compliance environments. Strong knowledge of trauma‑informed care, child welfare systems, and community resources. Commitment to ĒMA's mission of empowering mothers and preventing family separation. Preferred Master's degree in Social Work At least 3 years of supervisory or management experience. Experience with Trellis or similar case management platforms. The pay range for this role is: 85,000 - 95,000 USD per year(North Lauderdale) #J-18808-Ljbffr Every Mother's Advocate