Client Services Manager

Twin Cities

Full-Time

The Client Services Manager provides operational leadership and direct supervision of frontline staff and client service programs. The position is responsible for day-to-day program operations, staff supervision, quality management, data reporting, and compliance activities to ensure effective delivery of client-centered services and achievement of program outcomes.

Program Supervision & Service Delivery (35%)

• Oversees day-to-day operations of client services programs and activities.
• Ensures implementation of Medical Case Management, Non-Medical Case Management, Early Intervention Services, Health Education/Risk Reduction, Status Neutral programming, and other assigned initiatives.
• Monitors service delivery, client engagement, productivity standards, and program outcomes.
• Coordinates program workflows and ensures continuity of services across program areas.
• Assists with implementation of new programs, initiatives, and organizational priorities.
• Identifies operational challenges and develops solutions to improve service delivery and client outcomes.
• In collaboration with Office Manager, responsible for auditing YAP's condoms, lube, and SWAG.

Staff Supervision & Workforce Development (30%)

• Provides direct supervision, coaching, performance management, and professional development for frontline staff.
• Conducts regular supervision meetings and annual performance evaluations.
• Supports onboarding, training, and professional development of employees and interns.
• Monitors staff workloads and assists with workload balancing and resource allocation.
• Participates in hiring, recruitment, and staff retention efforts.
• Supports implementation of personnel policies and organizational procedures.

Data Management, Reporting & Quality Improvement (20%)

• Oversees program data collection, entry, validation, and reporting activities.
• Ensures accuracy and completeness of CAREWare and other required reporting systems.
• Oversees program reporting, data quality, performance monitoring, and quality assurance activities in collaboration with the Office Manager.
• Develops and submits quarterly, annual, and funder-required reports.
• Conducts chart reviews, quality assurance activities, and program audits.
• Monitors program performance measures and outcome data.
• Develops reports, dashboards, and data summaries for agency leadership.
• Supports continuous quality improvement and compliance initiatives.

Compliance & Grant Administration (10%)

• Assists with monitoring compliance with federal, state, University, and funder requirements.
• Supports grant implementation, reporting, and performance measure tracking.
• Maintains documentation required for audits, site visits, and program reviews.
• Ensures staff compliance with programmatic and documentation standards.
• Oversee gift card data tracking and compliance.

Community Partnerships & Client Advocacy (5%)

• Coordinates program-level partnerships and referral relationships in collaboration with community agencies and service providers.
• Assists clients and staff in resolving complex service coordination challenges.
• Represents YAP in community meetings and collaborative initiatives as assigned.

Essential Employees

The successful candidate will be designated as an Essential Employee. Essential Employees are expected to report to campus during a University State of Emergency (reduced operations or campus closure) unless specifically directed by the Department not to report or if directed by civil emergency or medical authorities not to report for health and safety reasons. As an Essential Employee, you must report to campus even if the closure is less than 3 days.

All required qualifications must be documented on application materials

Required Qualifications:

• B…