Senior Manager, Family Impact Services

Senior Manager, Family Impact Services

The Senior Manager, Family Impact Services leads the department's family-facing service delivery and case management operations across Youth Development Miami. This role is the primary owner of family case systems, documentation standards for family-facing services, and escalation support for complex or high-risk family situations.

The Senior Manager delivers consistent, high-quality, compliant services aligned with funder requirements, organizational expectations, and community needs. This role partners closely with the Manager, Data & Compliance Services to ensure documentation alignment with reporting requirements, audit readiness standards, and data integrity expectations. The Senior Manager also enters, reviews, and validates service documentation within designated data systems as needed to support operational continuity and quality assurance.

Essential Functions/

Job Duties:

Family Case Management Leadership
• Lead the implementation of the department's case management model and service delivery standards across all sites and assigned programs.
• Ensure consistent family needs assessment, service plan development, referrals, follow-up, and outcome tracking practices.
• Serve as the primary escalation point for complex, high-risk, or high-need family cases and coordinate internal and external supports.
• Support staff in navigating complex systems such as public benefits access, housing support, childcare resources, workforce supports, adult education, and healthcare access.

Documentation Standards and Quality Assurance
• Develop, train, and enforce documentation standards for all family-facing services.
• Conduct regular file reviews and service documentation audits to ensure quality, completeness, and compliance.
• Ensure confidentiality standards are consistently applied and reinforce appropriate record-keeping practices.

Supervision, Coaching, and Training
• Provide direct supervision, coaching, and performance feedback to Family Resource Advocates and other department staff as assigned.
• Deliver formal training to staff on case management practices, documentation expectations, customer service standards, and cultural responsiveness.
• May assume supervisory or functional leadership responsibilities for additional team members as determined by the Director to support operational effectiveness and continuity.

Collaboration With Data and Compliance
• Partner with the Manager, Data & Compliance Services to align documentation practices with reporting requirements and audit readiness standards.
• Support corrective action follow-up related to documentation gaps, service entry issues, or compliance concerns.
• Coordinate timely submission of family service activity documentation needed for reporting cycles.
• Access, review, and enter service documentation within designated data systems as needed to support documentation accuracy, service continuity, and reporting alignment.

Outreach and Community Partnerships
• Support outreach initiatives to identify and engage eligible families.
• Maintain effective relationships with community partners and public benefit agencies to strengthen referral success and reduce barriers for families.
• Facilitate workshops or family information sessions as needed to support family self-sufficiency and awareness of resources.
• Participate in community outreach events, resource fairs, school functions, and local engagement opportunities to promote program awareness and increase enrollment.
• Represent the program at community meetings and events to strengthen visibility, build trust, and expand referral networks.

Other
• Maintain confidentiality of all information reviewed, processed, or filed.
• Perform additional…