Client Operations Manager

Description

East Bay Community Law Center (EBCLC) is a non-profit legal services organization, the community-based clinical program for U.C. Berkeley Law School, and one of the Bay Area’s largest and most effective systems disrupters. With a dual service and teaching mission, EBCLC is a racial justice organization committed to building a culturally diverse workplace, centered on equity. With about 50 staff, 100 law students a year, and a $7 million annual budget, EBCLC is the largest provider of free legal services in Alameda County, providing multimodal, collaborative, and holistic legal services to over 4,000 clients annually and engaging in legislative and policy advocacy at the state and local level.

The Client Operations Manager plays a vital role in ensuring the smooth day-to-day operations of EBCLC’s work, with responsibility for three key functions within the organization:

The ideal candidate is a skilled supervisor who is able to develop and inspire a positive and high-functioning team; a dedicated advocate who knows and consistently models best practices for providing compassionate client services in a social-services environment; a collaborative co-worker who demonstrates humility, curiosity, and an ability to work effectively with staff across the organization with a focus on our mission;

and a careful and detail-oriented office administrator with a passion for learning new things and identifying opportunities for systems improvement. This position is supervised by EBCLC’s Director of Finance & Administration.

• Provide training and supervision to two administrative assistants to ensure they follow policies and protocols for providing timely, high-quality assistance to clients who call or walk-in to the office, as well as proper handling of office mail, client trust deposits, and other administrative tasks.
• Provide training and other resources to support front desk staff, work-study students, and volunteers in providing high quality and professional services to clients in a culturally competent, trauma-informed, and client-centered manner, with the ability to successfully navigate challenging client interactions through verbal de-escalation.
• Develop and maintain a central repository of updated documentation for all admin team procedures and protocols, including screening and initial intake procedures, document and mail handling procedures, and client trust handling procedures; ensure front desk staff are trained on new or updated procedures and receive refreshers on existing procedures as needed.
• Provide backup client reception and administrative support on a routine, as-needed basis.
• Hold regular meetings with direct reports to check in on workloads, address challenges, and offer guidance.
• Supervise work-study students and volunteers providing administrative support to the organization, including managing the entire work-study or volunteer lifecycle, including recruitment, selection, and scheduling, and training.

• Develop and maintain a strong understanding of EBCLC’s program operations, including client eligibility criteria and intake operations, and stay apprised of changes to program operations and administrative support needs.
• Work closely with Program Directors to coordinate and update…