Refugee Client Services Manager

Refugee Client Services Manager (Savannah)

Level                                   Experienced

Job Location                    Nashville, TN 

Position Type                   Full Time

Education Level               master’s degree or equivalent experience

Salary Range                     $42,000 - $50,000

Travel %                             Up to 30%

Job Shift                             Day

Job Categories                  Nonprofit - Social Services

Description

Summary:

Under the supervision of the Refugee Services Program Manager, the Client Services Manager will plan, direct, and coordinate activities of assigned programs that include Reception & Placement, Social Adjustment, Intensive Case Management, Matching Grant/Employment, and other new programs as assigned. She/he will ensure that the goals and objectives of these programs are accomplished within the prescribed time frame and budget. She/he will be responsible for ensuring that all billings are complete and accurate and that the required information is collected and documented. She/he will work closely with the Refugee Services Program Manager to monitor collaboration and teamwork among the program staff. She/he will also cultivate relationships with stakeholders and community resources.

Essential Responsibilities / Accountabilities:

• Understands and is aware of all aspects of the programs’ contractual requirements.
• Consistently stays abreast of all aspects and any changes in the program’s contractual requirements.
• Organizes and coordinates the programs’ activities in compliance with all contract and regulatory requirements.
• Ensures all documentation is accurately prepared for clients by program staff.
• Monitors team members to ensure that the required billing information is submitted and the monthly billings are accurate.
• Oversees all relevant database documentation and tracking pertaining to each program and any other data to ensure complete, accurate, and up-to-date.
• Ensures that clients receive the services outlined in the contracts.
• Ensures that all services provided are properly documented and meet or exceed contract standards & guidelines.
• The Refugee Services Program Manager facilitates regular monitoring of case files to ensure compliance and completion.
• Assists staff with issues or grievances that may arise with clients, the community, etc.
• The Refugee Services Program Manager develops a tool to assess refugee and stakeholder program satisfaction. Develops and implements quality improvement plans based upon the assessment.
• Helps ensure the coordination and integration of services. Coordinates program activities with related activities within the department and in other departments to ensure efficiency and economy.
• Helps respond to monitoring and audit reports and implements required changes.
• Creates and manages partnerships and relationships with service providers, partner agencies, public systems, and state refugee coordinator’s office to serve clients better.
• Maintains personal and professional boundaries in the performance of the job.
• Forges mutually respectful partnerships with clients, co-workers, and volunteers.
• Assists in securing funding for current and new programs.
• Participates in Inspiritus functions and public relations activities.
• Participates in training and professional conferences to keep abreast of current trends.
• Conforms with and abides by all regulations, policies, work procedures and instructions.

Non-Essential Responsibilities / Accountabilities:

• Performs other duties as assigned to meet program needs

Supervisory Responsibilities:

• Supervises Case Management Staff, Employment Specialists, and other direct service staff as assigned in the Refugee Services Department.
• Interviews and selects staff with input from others.
• Orients, coaches, trains, and counsels staff.
• Ensures training requirements and needs are met.
• May conduct in-service training in coordination with Refugee Services Program Manager.
• Delegates and oversees work assignments.
• Ensures case reviews are conducted at least quarterly.
• Monitors performance and adherence to Inspiritus’ mission, policies, procedures, and service philosophy.
• Conducts performance reviews.
• Recommends or initiates personnel actions such as salary increases, promotions, disciplinary actions, including performance improvement plans and terminations.

Financial Responsibilities:

• Responsible for oversight and monitoring of the program budgets.

Measurable Outcomes:

• Ensures that the DHS contract is billed 100%.
• Ensures that program enrollment goals are met.
• Ensures that there on no major findings and programs are in full compliance with contract requirements.

Qualifications

Minimum Qualifications:

• Bachelor’s degree or international equivalent in social service and a minimum of two years of previous direct work experience in human services, or an equivalent combination of education and experience
• Excellent oral and written communication skills in English
• Experience working in a culturally diverse environment and high level of cultural competence
• Conviction about the capacity of people to grow and change
• Ability to set limits and maintain the helping role of the practitioner
• Excellent computer skills, accurate typing, and knowledge of Microsoft Word, Excel, and Outlook
• Must have the ability to communicate with all persons in a culturally competent manner.
• Must be sensitive to the service population’s cultural and socioeconomic characteristics.
• Must own a personal multi-passenger vehicle, hold a valid Driver’s license, have a good driving record and have appropriate personal auto insurance

Desired Qualifications:

• Master’s degree in social science or social work field.
• Experience supervising diverse teams of staff and/or interns.
• Familiarity with major Savannah social services programs, public transportation, employers, and neighborhoods
• Experience with human services programs.
• Reads, writes, and speaks a relevant foreign language.

Success Factors:

• Ability to work in a team environment with a diverse group of people.
• Ability to communicate effectively with the Refugee Services Program Manager and other team members.
• Ability to manage a mobile workforce.
• Ability to rapidly learn new computer applications.
• Ability to respond promptly to requests.

Physical Demands:

Regularly required to talk and hear in person and on the telephone. Required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls: and reach with hands and arms to operate the computer and other office equipment. Required to operate a personal and agency vehicle. The employee frequently lifts and or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Working Conditions:

While performing the responsibilities of this job, the employee travels by personal motor vehicle and is exposed to changing weather conditions. May perform job functions at out-posted locations as assigned.