Senior Director of Client Services

Job Description

Job Description

ABOUT THE COMPANY

American GI Forum - National Veterans Outreach Program is a nonprofit organization. Our mission is to establish and maintain a comprehensive community service agency with a diversified funding source serving the needs of Veterans, their families, and other individuals of the community who are in need. Our goal is to establish innovative programs of service for the contemporary needs, through an expansion and growth policy that will seek complimentary services that will generate self-sustaining mechanisms for the organization.

SUMMARY

The Senior Director of Client Services is responsible for the overall management and coordination of multiple client service programs and staff. This includes overseeing client service operations and ensuring the quality delivery of critical services to the housing and employment programs at field site offices. The role works through office coordinators and directors to maintain operational excellence and client satisfaction.

RESPONSIBILITIES & DUTIES

• Lead and manage client service programs and staff across multiple locations , providing overall direction, coordination, and evaluation of operations to ensure effective service delivery.
• Ensure compliance with organizational policies, NVOP directives, regulatory requirements, and contract obligations , while maintaining quality standards for housing and employment programs.
• Monitor program performance, budgets, and reporting requirements by analyzing data, preparing reports, and performing final reviews of all forms and records to support efficiency and continuous improvement.
• Oversee office coordinators and directors , ensuring efficient operations and adherence to service goals and objectives consistent with funding sources.
• Develop and implement strategies to improve client outcomes and operational efficiency , aligning activities with program objectives.
• Lead workforce planning, recruitment, training, and professional development for client services teams, including interviewing, assigning work, appraising performance, and addressing complaints in accordance with organizational policies.
• Build and maintain strong relationships with community partners, stakeholders, and funding agencies to support program success.
• Represent the organization at meetings, conferences, and public events , serving as a key liaison and advocate for client services.
• Travel regularly between offices in different cities to maintain leadership presence and support field operations.
• Counsel with participants and/or Case Managers on complex cases to ensure effective plans of action and positive outcomes.
• Engage in solution-oriented approaches and maintain professional, collaborative interactions with team members, clients, and community representatives.
• Safeguard confidentiality of all information related to clients, donors, team members, partners, and the organization , disclosing only on a need-to-know basis.
• Demonstrate sensitivity to the needs of program participants , ensuring respectful and professional care at all times.

These job duties are not all encompassing of the responsibilities and duties required of the employee and may change at any time with or without notice .

SKILLS & COMPETENCIES:

• Proficiency in Microsoft Office Suite
• Strong Computer Literacy
• Knowledge of housing and employment program regulations
• Experience with evaluation and continuous improvement initiatives
• Strong leadership and management skills

REQUIREMENTS & QUALIFICATIONS

• Master’s degree in management, Counseling, Social Work or other related fields preferred, with experience in a responsible managerial position.
• Must possess a bachelor’s degree from an accredited college or university and a minimum of five (5) years of management experience in fields serving low-income individuals, veterans, individuals experiencing homelessness or providing social services, housing, employment and training programs, or benefits and entitlements.
• Must have extensive leadership, supervisory, and management experience.
• Must provide proof of education level attainment with application.
• Must have a valid driver’s license
• Must be able and willing to travel by both automobile and air as required.
• Must pass a drug test & background check.
• Must have reliable transportation and provide proof of current liability vehicle insurance.
• Will be required to volunteer at NVOP events, outreach functions, and other organizational activities as part of community engagement and support efforts.

Employer reserves the right to hire the most qualified person if no applicants meet the minimum qualifications.

TRAVEL

Primarily local during business day although some out-of-area travel may be expected via airline or automobile based on the discretion of management.

WORK ENVIRONMENT

While performing the duties of this position, the employee will conduct office work, meet with clientele, and team members, and at times travel offsite to conduct business. Employee may be exposed to varying weather conditions. Employee will also be required to work in varied office and residential environment based on assigned caseload. Employee will be able to handle and de-escalate situations that may arise while at work.

BENEFITS

• $500, company-provided, monthly allowance for:
  • Dental insurance
  • Health insurance
  • Vision insurance
  • Base 25K Life insurance (employer paid)
  • Voluntary Life and AD&D insurance for employee (employee, spouse, and child (ren) (employee paid)
  • Short term & Long-term disability insurance (employee paid)
  • Supplemental insurance
• Retirement Program
  • 6% Employer matching (after 1 year of employment; 100% vested)
• 12 hours (monthly) of PTO (after completed probationary period)
• 5% salary increase after completing probationary period
• Cell phone stipend (paid quarterly)
• 14 paid holidays

It is the policy of the Company to be an Equal Opportunity Employer that protects applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training classification and other aspects of employment on the basis of race, color, religion, sex, (including pregnancy), disability, age, national origin and genetics. It’s also the policy of the Company to hire individuals solely upon the basis of their qualifications and ability to do the job to be filled. The American GI Forum National Veterans Outreach Program (NVOP) is committed to assuring equal opportunity and equal access to services, programs and activities for individuals with disabilities. It is the policy of NVOP to provide reasonable accommodation to a qualified individual with disabilities to enable such individual to perform the essential functions of the position for which the individual is applying and for which the individual is employed. Additionally, it is the policy of the NVOP to provide reasonable accommodation for religious observers. The policy applies to all employment practices and actions. It includes, but is not limited to, recruitment, job application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.