Head of Client Support Services

The Engagement and Workforce Services Team includes approximately 55 team members focused on building relationships, restoring trust, and planning for the next steps as youth and young adults prepare for independence. The staff helps young people learn soft skills and take attainable first steps toward longer-term employment. The Engagement Services Team includes two program sites - the Orion Center and the Denny Shell space, now called “The Annex”. Engagement Services division within YouthCare’s Programs Department is responsible for connecting youth and young adults to services that provide continuity and stabilization; connecting young adults to critical resources and services to prevent homelessness; outreaching into the community to educate the public and share the work YouthCare is doing to end youth homelessness; and working internally to foster an integrative service delivery approach that elevates team member competencies and success in providing culturally relevant services.

Under the supervision of the Senior Program Manager of Orion Center, this role will offer programmatic leadership, manage staff, and monitor data for all client services enrolled in shelter services at Orion Center. Responsibilities include overseeing shelter services, managing contracts, supervising staff, and collecting client data. Specifically, this position will supervise overnight staff and programs related to drop-in and shelter engagement services and facilitate youth connections to workforce development. The Shelter Services Manager will create a nurturing and collaborative environment, ensuring culturally relevant experiences that guide clients in shelter towards stability, independence, and success. Mustalsohave the ability to establish rapport with young people experiencing homelessness who may struggle with chemical dependence or behavioral and emotionalchallenges. Oversee all overnight shelter services, ensuring daily operations adhere to regulatory guidelines and the agency’s philosophy, while also monitoring the development, oversight, and intake/discharge screenings, assessments, and referral processes for all clients enrolled in shelter services.

Work closely with direct supervisor and YouthCare’s department leaders to enhance program operations, manage budgets, ensure service quality, and engage with staff across the agency to achieve organizational goals.

Promote internal collaboration between administrative and programmatic teams to prevent departmental silos and ensure smooth cooperation. Actively participate in regular communication, collaborative projects, and integrated planning to improve overall program effectiveness and foster a unified organizational culture.

Ensure the accuracy, timeliness, and security of internal and external data collection, and ensure staff complete accurate documentation in the CaseWorthy client database system.

Execute Performance and Quality Improvement (PQI) tasks, adhere to accreditation standards, and follow agency policies and procedures.

Attend and participate in necessary training and development sessions, including those related to DEI&J and supervision.

Ensure services meet agency/program regulations and contract obligations, aligning with best practices.

Oversee the safety and cleanliness of the facility, including disinfecting surfaces and following cleaning protocols. and similar tasks, as outlined by site need and agency protocols. This includes hiring, onboarding, scheduling, evaluation, coaching, professional development, and team building.

Participate in the hiring and supervision of staff, ensuring clear understanding of job requirements and obligations.

Provide regular supervision and coaching to direct reports, all individual contributors and direct service staff.

Set solid, attainable goals and hold performance reviews against these goals, encouraging learning and educational opportunities, both professionally and personally.

Complete performance reviews for all direct reports in a timely manner.

Develop and facilitate training to support staff capacity; Champion professional development opportunities that align with workforce development and youth development best practices

Provide supervision and support to college-level interns and practicum students; including partnering with educational institutions and attending training as required.

Provide coverage and support for the team and program participants, in the event of staff absences or position vacancy, including leading programming, supporting with basic needs and engagement, and coordinating program operations.

Develop, regularly review, and implement workforce development, stabilization, and enrichment programming for young people

Document internal and external client referrals by Maintaining organized records of employer contacts and outreach activities. Ensure all client‑related data is both current and accurate in YouthCare’s system or other records as assigned.

Develop and maintain strong internal and external referrals and partnerships in support of client services.

Work closely with site leadership to develop and evolve equitable policies and processes related to suspensions of service; Convene weekly community meetings for clients

Assist workforce navigators to help young people in identifying careers of interest.

Respond to client and/or staff emergency calls, as needed.

SAFETY MANAGEMENT AND CRISIS RESPONSE

Provide consultation and support in assessing potential emergency situations impacting client services and staffing.

As needed, respond to crisis situations involving Orion Center programming and facilities

Interact as needed with outside parties such as the police department, child protection, partners, and neighbors, in accordance with agency values.

We are a team that works together to meet the needs of our clients, and every member of the team is expected to pitch in and help even beyond the specific responsibilities listed in this description.

Demonstrated commitment to anti‑racismand equity.

The ability to maintain positive regard for young people despite periods of ambiguity and opposition.

Demonstrated professionalism through a positive and cooperative attitude and by maintaining the confidential and proprietary nature of client/staff relationships and related work products.

The ability to maintain stable performance under pressure or conflict; HS Diploma or equivalentand2+ years of relevant work experience, OR an equivalent combination of education, relevant work experience, and/or lived experience (4+ years).

Ability to maintain professional boundaries with clients while building trust and respect.

Ability to verbally and physically respond to an aggressive person in ways that de‑escalate, establish and maintain staff and young peoples’ safety.

Experience and credentials must comply with program contractual requirements, including but not limited to the Washington State Department of Children, Youth, and Families (DCYF) background clearance process and must be at least 21 years of age. DCYF Clearance must be maintained for entirety of employment when working with under‑18 clients.

Experience working withyoung people experiencing homelessness, housing instability, poverty, and systemic oppression.

Experience in facilities or operations

Supervisory or project management experience

Intermediate computer software skills including Windows, MS Outlook, MS Word, and Excel.

Bachelor’s degree in social work, Human Development, Psychology, or related field.

Must be able to provide I-9 supporting documentation for employment.

Employees who drive YouthCare vehicles as a requirement for their position , must be at least 21 years of old, possess a valid Washington State Driver’s License, meet minimum safe driver criteria established by the agency and our insurance company which includes completion of Defensive Driving and 15‑passenger Van trainings. Successful completion of pre-service training courses as required by contracting agencies. Training such as CPR & First Aid (Adult/Child), Bloodborne Pathogens, and Behavior Management.

Computer software skills including Windows, Microsoft outlook, Microsoft Word, and Excel.

Acceptance of a variety of lifestyles, behaviors, and cultural and spiritual practices.

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