Program Manager, Client Services
Listed on 2026-01-12
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Social Work
Community Health -
Management
Position Name
Program Manager, Client Services
Position DescriptionThe Program Manager, Client Services (PMCS) is responsible for ensuring high-quality, trauma-informed case management services across Restore NYC. The PMCS oversees program workflows, documentation quality, and grant compliance oversight, while offering consultation and training to Counselor Advocates, and maintains a small caseload of 6-8 clients.
About Restore NYCRestore is a nonprofit organization making freedom real for survivors of trafficking in the United States. Our vision is a world free from trafficking. For every survivor, a life of hope, restoration, and flourishing. Learn more about us on our website.
Our Values- We depend on God
- We pursue impact
- We execute with excellence
- We care for each other
- We can’t do it alone
- The survivor drives our approach
The Foundation to Making Freedom Real
Restore's mission is to make freedom real for survivors of trafficking in the United States. Our vision is a world free from trafficking. For every survivor, a life of hope, restoration, and flourishing. To do that, we desire a staff team that's more representative of the survivors we serve — almost all of whom are Black, Latina, and/or immigrants. Applicants from these underrepresented communities are strongly encouraged to apply.
We especially welcome applicants who are survivors of trafficking, gender-based violence, intimate-partner violence, and/or sexual assault.
Reporting to the Director of Client Services, the Program Manager, Client Services plays a key role in ensuring the quality, consistency, and trauma-informed delivery of Restore’s case management services. This position supports program operations, documentation quality, grant compliance oversight (in partnership with the Grants & Finance Manager), and training/consultation for Counselor Advocates.
The Program Manager carries a small caseload of 6‑8 clients—either clinical counseling or case management—allowing the role to remain grounded in direct service needs while primarily functioning as a program manager.
This is a full‑time position requiring at least 35 hours per week. Typical hours are Monday–Friday, 9am–5pm (including a lunch hour), with some flexibility to accommodate organizational needs, client scheduling, or external partnership engagements.
Specific Responsibilities Program Management & Operational Oversight (30%)- Maintain and update case management workflows, SOPs, templates, and service manuals, implementing revisions and content direction provided by the Director of Client Services.
- Monitor day‑to‑day case management operations to ensure workflow consistency, timeliness, trauma‑informed service delivery, and adherence to Restore’s program principles.
- Identify inefficiencies in case management processes and propose operational improvements to the Director of Client Services.
- Participate in the Client Services Management Team (CSMT) and contribute to operational planning from a systems and workflow perspective.
- Collaborate with Housing, Economic Empowerment, Impact & Evaluation, Institutional Giving, and Finance teams to support accurate program information sharing and ensure case management practices align with program expectations.
- Conduct regular documentation audits for accuracy, completeness, and alignment with funder requirements.
- Monitor enrollments, service logs, ISPs, and case notes in Apricot/Steadfast for consistency with program and grant expectations.
- Identify discrepancies or documentation issues and ensure timely follow‑up and corrective action under the direction of the Director of Client Services.
- Support the Director of Client Services in preparing materials for site visits, monitoring, and audits.
- Deliver training to Counselor Advocates on documentation standards, case management workflows, safety planning procedures, and operational best practices.
- Support training needs identified by the Director of Client Services and reinforce trauma‑informed practices within the case management team.
- Provide case consultations and…
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