Client Support Manager

Benefits:

• FSA Health, Dependent Care, & Commute Plan
• 401(k)
• Dental insurance
• Health insurance
• Paid time off

This position is approximately 40-50% in person, 60-50% remote, but these proportions are subject to change.

Supervised by: Managing Director of Immigration & Client Support Services

Supervises: Client Support Coordinators, Public Benefits Coordinator

Status: Full-time

Program Management (approximately 50% of the position)

• Oversight and management of the delivery of client support services.
• Ensure high quality of client services through client support training and supervision.
• Build and maintain relationships with partner agencies.
• With the Managing Director of Immigration & Client Support Services, develop and monitor metrics for success, including implementation of client assessment tools, recording outcomes, and developing a system for managing caseloads and setting priorities
• Process internal referrals and assign cases to staff
• Monitor CSC caseloads with an eye toward equity, agency capacity, and balance of competing responsibilities
• Schedule / run Client Support team meetings
• Participate in hiring staff and relevant interns; supervise interns and/or volunteers as needed
• With the Managing Director, lead assigned staff; conduct supervision and evaluations; conduct necessary disciplinary, terminations, and other personnel actions in accordance with personnel policies
• Provide ongoing mentoring, including strategic growth for assigned staff and monitor individual work plans
• Actively participate in external committees and meetings
• Perform external training, as requested, for partners and other organizations
• Translate/interpret for clients and attorneys as needed
• Collaborate with other programs for special projects for client support, including but not limited to planning, executing, staying updated, and responding to client needs and tangible supports

Direct Client Services (approximately 30% of the position)

• Manage a small caseload of ongoing cases when necessary that require continuous support for accessing housing, financial assistance, safety planning, and additional resources.
• Provide support for Coordinators in the program with emergency cases, coverage during time off, or when the program is at capacity, including some in-person coverage at the Order of Protection Program.
• Direct Client Services include:
• Support Ascend Justice clients through safety planning, information, and advocacy.
• Maintain strong communication with clients of Ascend Justice across all divisions.
• Deliver all services according to principles of trauma-informed care.
• Maintain client files, opening and closing cases according to agency procedures
• Record all client communications in Legal Server.
• Support holistic delivery of client services through clear and timely communication with clients, colleagues, and external stakeholders.
• Connect clients to resources necessary to overcome barriers to safety.
• Make timely and appropriate internal referrals, including a written record of known client support needs
• Assist clients with applications for financial assistance.
• Assess and refer clients for public benefits enrollment assistance

Direct Program Administration (approximately 20% of the position)

• Develop training materials for CSC staff and interns
• Develop, review and modify client assessment tools
• Develop, review and modify CSC internal and client facing forms
• Develop and maintain case filing system

• Protect the organization by keeping information confidential.
• Actively participate in required staff meetings and trainings.
• Keep abreast of the field by maintaining networks, participating in professional organizations.
• Perform administrative duties as needed including filing, copying,…