EMP+EVNSC Client Services Manager

Position Title

Everett Emergency Motel Program and Everett New Start Center Client Services Manager

Regular Full-time/Non-exempt

$ payable bi-weekly, hourly.

Program Director

The Client Services Manager is responsible for oversight and management of all client service delivery functions across the Everett New Start Center (EVNSC) and Everett Emergency Motel Program. The position supervises case management staff and ensures consistent implementation of housing-focused, client-centered services designed to support individuals in achieving stability and permanent housing outcomes. Working closely with the Program Director, the Manager ensures program compliance, service quality, and performance outcomes by monitoring case management practices, supporting staff development, and utilizing data to drive continuous improvement.

The role serves as principal lead for case management operations, coordinating services across multiple sites, maintaining partnership with community providers, and ensuring alignment with program goals, contractual requirements, and best practices in homeless services.

• Provide direct supervision and leadership to case management staff across EVNSC and the Emergency Motel Program, including hiring, training, performance management, and professional development.
• Oversee and ensure consistent implementation of housing-focused, client-centered case management practices, including assessment, service planning, and housing navigation.
• Establish and monitor performance expectations for case management staff, including outcomes related to permanent housing placement, length of stay, income growth, and service engagement.
• Conduct regular supervision meetings, case conferencing, and file reviews to ensure quality, consistency, and adherence to program standards and documentation requirements.
• Ensure that individualized service plans are developed collaboratively with clients, regularly updated, and aligned with client goals and housing outcomes.
• Monitor and ensure the accuracy, timeliness, and completeness of all client documentation and data entry, including HMIS and other required reporting systems.
• Utilize program data and performance metrics to evaluate service effectiveness, identify trends, and implement continuous quality improvement strategies.
• Coordinate client service delivery across multiple program sites to ensure consistency, appropriate resource allocation, and alignment with program goals.
• Collaborate closely with Site Manager and operations staff to address client needs, behavioral concerns, and overall program coordination while maintaining clear roles between operations and service delivery.
• Maintain proactive relationships with community partners, including housing providers, behavioral health providers, and other service organizations, to support client referrals and housing placement.
• Ensure clients are connected to appropriate external services, including healthcare, behavioral health, employment, and public benefits.
• Participate in grant and contract activities, including supporting data collection, reporting requirements, and compliance with program standards.
• Maintain communication with Program Director regarding program performance, client trends, staffing needs, compliance issues, and partnership opportunities.
• Support development and implementation of staff training related to case management practices, documentation standards, and service delivery models.
• Respond to escalated client situations and provide guidance to staff in managing complex cases, crisis situations, and service barriers.
• Represent The Salvation Army and its programs to community partners, funders, and stakeholders in a professional and positive manner.
• Generate reports and maintain records as required to support program operations, compliance, and evaluation.
• Ensure compliance with Salvation Army policies and procedures, as well as contractual, regulatory, and funding requirements.
• Participate in staff meetings and collaborate with program leadership to support overall program success.
• Prepare general correspondence and perform…