Clinical Services Manager

Position Summary 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 oversees counseling and case management services, manages daily activities, provides input on agency policies, promotes program visibility, develops outreach strategies, builds community relationships, and provides counseling, supervision, and presentations as needed. Job Type Full-time 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 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, 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, 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, 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 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 by partners and funders, including 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. Requirements Minimum Qualifications Education: Master’s Degree in Social Work, Counseling or Psychology. 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. LCSW, LCPC or LMFT. Successful completion of the Illinois 40‑Hour Domestic Violence within the first three months of employment. Acquisition of the Certified Domestic Violence Professional credential within 12 months of employment. First Aid/CPR within 6 months of employment. Intermediate proficiency in Microsoft Office Suite. Preferred Qualifications At least 5 years of experience counseling children, youth, adults, and families on issues related to domestic/intimate partner/family violence. At least 4 years of supervisory experience, including clinical supervision. At least 1 year of experience providing residential services management. Experience administering and evaluating key program metrics. Experience developing, coordinating, or managing programs. Experience producing written materials that meet professional standards and are accessible to a diverse audience. Experience providing training and conducting community outreach. Language Fluency in Spanish. Licenses/Certificates (Preferred) Illinois 40‑Hour Domestic Violence Training Certificate. Certified Domestic Violence Professional certification. Valid driver’s license and proof of auto insurance. Technology/Equipment (Preferred) Intermediate proficiency with virtual services technology. Intermediate proficiency with online case management systems. Access to a reliable personal auto for business use. Physical and Mental Demands Frequent nights and/or weekends required for events or meetings. Frequent local and intermittent statewide travel required. Tolerance of prolonged and continuous stationary periods at a desk/computer. Occasionally required to stand, walk, climb stairs, reach with hands and arms, and reach above shoulders. Occasionally required to push, pull, lift and/or move up to 10 pounds. Must be able to move about the facility. Must be able to operate controls for computers and other equipment. Working Environment Employee may be required to share office space. Employee may be required to work from home. Employee will frequently have meetings or work in other buildings. Salary $58,665 - $65,183 / Yearly #J-18808-Ljbffr YWCA Evanston/North Shore