Program Manager, Client Services

Job Description

Job Description

Job Summary:

The Program Manager, Client Services (PM) is a caring and empathetic leader who takes pride in delivering best-in-case services to staff and clients, motivating a team to achieve ambitious goals, and thrives in being a part of a growing organization. As part of the management team, the PM models and supports staff in delivering high-quality services.

The PM is responsible for managing part of the day-to-day operations and building, leading, managing, mentoring, and coaching other team members; establishing best practices; and managing and delivering complex programs. This role is specifically responsible for the management and supervision of the day-to-day front-end operations of the Downtown Los Angeles center lobby. The ideal candidate will demonstrate a sense of urgency, commitment to quality, a high level of emotional and professional intelligence, and personal and team accountability for all deliverables, communications and overall performance.

Duties and Responsibilities to include but not limited to:

Support and Administration of Client Services Front Lobby Team

Train, Mentor, and Mange Staff to Deliver Exceptional Service to Clients and Colleagues

• Manage the day-to-day operations of the Intake process, paperwork, and front desk operations.
• Provides guidance and supervises Client Services Coordinators, Client Services Administrators, and the Client Services Operations Coordinator.
• Provide support in onboarding new team members across the center and department.
• Meet with direct reports regularly to oversee work. Provide training and feedback for professional development.
• Develop and implement administrative systems, policies, and procedures, including but not limited to enrollment and appointment scheduling, file storage and retention, etc.
• Develop and implement a standardized system to onboarding Client Services Coordinators and Client Services Administrators.
• Share best practices with Client Services Coordinators and Client Services Administrators at other sites, including developing an informal cohort.
• Responsible for managing the initial client pipeline to increase the conversion of inquiries to orientation and enrollment.
• In Sr. Director’s absence, provide support to address time-sensitive client and office needs, including de-escalation, conflict management and mediation, and coverage issues, as needed.

Foster Strong Client, Colleague, and Partner Relationships

• Provide a welcoming environment and information to clients, volunteers, and guests entering facility, covering
• Participate in committees and working groups in support of organization’s Strategic Plan.
• Represent Chrysalis to stakeholders, including providing site tours, attending outreach events & community meetings, and delivering presentations.
• Supports in planning and implementing Downtown Client Services events, training, and other office activities.
• Track and monitor program data. Analyze trends of client service delivery use. Help create data informed annual goals for the site.
• Act as liaison for in-house partners, such as the On-Site Counselor and interns
• Represent Chrysalis to stakeholders, including providing site tours, attending outreach events & community meetings, and delivering presentations.
• Meet with clients and staff to mediate and resolve client grievances and create appropriate and relevant restorative plans for CE workers
• Provide back-up support for services across the organization, including leading classes, conducting one-on-one interview/resume services, and meeting with clients as part of transitional employment program requirements.

Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives

• Provide a welcoming environment and information to clients, volunteers, and guests entering facility, covering front desk on as needed basis.
• Oversee, including monitoring budget allocations, resources to support clients in job search and retention process, as well as office supplies for the department and site.
• Actively participate with the Client Services management team to consistently improve programs and services and support program design and evaluation efforts.
• Develop content for and lead staff meetings and case conferences. Participate in department and organization-wide convenings, including content development and delivery.
• Develop and lead effective and engaging meetings, focus groups, trainings, and other learning opportunities to develop solutions that are the best fit for Chrysalis clients and align with organizational goals.
• Design and complete management & administrative reports and documentation as needed.
• Make recommendations and participate in the implementation of projects, such as a curriculum review, to ensure that services are aligned with best practices in the field, reflect the needs of the client population, and support clients in achieving their employment goals.
• Key strategic thought partner for Sr. Director and leadership team to promote strategic plan.

General Duties

• Adhere to all Chrysalis policies and procedures.
• Support the Chrysalis Mission, Vision, and Values.
• Work with Senior Site Director on special projects and assignments
• Other duties as assigned.

Job Skills & Qualifications

• Interest in, experience working with, and sensitivity toward the Chrysalis client population.
• Minimum 3-5 years’ experience in social service work or related field, including supervision experience.
• Bilingual (English/Spanish) is a plus, but not required
• Demonstrated leadership abilities and/or experience motivating team members toward completion of goals.
• Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients.
• Excellent verbal, written, communication, organization, and time management skills.
• Exceptional customer service, interpersonal, and public speaking skills, including the ability to use tact and diplomacy in all interactions and to appropriately represent Chrysalis to external audiences.
• Demonstrated team player with a clear understanding of team dynamics.
• High level of proficiency in online research and software applications including Microsoft Office Suite and Internet required. Facility for data, including comfort with spreadsheets and database programs.
• Previous experience in case management database program(s) preferred. Willingness to learn new computer applications.
• Thrive in high-paced, demanding environment.
• Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.
• Reliable transportation. Willingness to travel among locations required. (Mileage reimbursed)

(No phone calls or drop-ins regarding this position please. Applications without a cover letter will not be considered.)

Fair Chance Hiring Statement

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ+ community.