SSVF Client Services Team Lead

Position summary:

The Client Services Team Lead in Savannah will report to the Director of Client Services. Primary responsibilities include leadership and management the Savannah SSVF staff, management of caseload levels, timely and accurate documentation of case management services, and support and training to achieve successful client outcomes. In addition, the Client Services Team Lead will perform Case Manager Duties, as needed, to maintain the level of services needed in the service community.  

Position responsibilities:

• Organize workflow and ensure that staff understand their duties or delegated tasks
• Assist in the recruitment, onboarding and training of  new staff
• Monitor staff performance and provide constructive feedback and coaching
• Prepare and perform 45-90 day reviews and annual performance appraisals  
• Follow agency coaching and performance counseling guidelines should disciplinary actions be needed
• Communicate information from upper management to employees and vice versa
• Ensure adherence to legal and company policies and procedures
• Maintain confidentiality of all staff, agency and client information
• Maintains safe and healthy work environment by establishing and enforcing organization standards; adhering to legal regulations.
• Develop systems to track client progress from point of entry to exit
• Provides quality service by enforcing quality and customer service standards.
• Comply with and promote compliance of the SSVF Program Guide and agency policies and procedures
• Host and/or participate in weekly case manager meeting
• Host case conferencing and perform reviews of client files
• Host weekly client  meetings
• Schedule “One on One” meetings with Case Managers to provide individual coaching and development
• Ensure recertification of clients in the program
• Promote the development of best practice and adherence to housing first
• Assist case manager in exit planning for clients
• Work directly with clients, when required, to achieve successful outcomes
• Act as lead for CARF surveying, SSVF monitoring and all other audits of the program
• Perform Case Manager duties, as needed – See Case Manager Job description for details
• Other duties as assigned

Minimum Position Requirements:

• Bachelor’s Degree or equivalent experience
• Previous case management experience required
• Past experience working with Veterans preferred
• Past experience with homelessness preferred

Additional Knowledge, Skills, and Abilities Required:

• Passionate about ending homelessness among Veterans in the community
• Knowledge of various homeless interventions and Housing First practices
• Ability to work alone on own initiative, often with minimum supervision, as well as part of a small team
• Working knowledge of community Veteran resources
• Skilled at building trust and rapport with people from diverse backgrounds
• Knowledge of grant funding policies and procedures and applicable local, state, federal and CHI regulations
• A strong public service orientation to work well with staff and other stake holders
• Proven experience as supervisor or relevant role
• Familiarity with company policies and legal guidelines of the field
• Skilled in the use of personal computers, including knowledge of Microsoft Office, and ability to learn and correctly enter data into the Homeless Management Information System
• Ability to remain calm in stressful/chaotic situations

Physical Demands and Work Environment:

• Limited physical effort required; however, the employee must occasionally lift and/or move up to 15 pounds
• Local travel may be required