Client Services & Community Relations Manager

Job Description

Job DescriptionBenefits:

• Bonus based on performance
• Company car
• Competitive salary
• Dental insurance
• Flexible schedule
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Client Services & Community Relations Manager
(Licensed Social Worker / Care Manager)


Position Summary
The Client Services & Community Relations Manager is responsible for leading, overseeing and be able to perform all aspects of client service delivery, care coordination, and care management within the agency. This individual ensures high-quality, compliant, and compassionate service for all clients while supporting agency growth, retention, and community partnerships.
This role acts as the clinical and service bridge between operations, scheduling, caregivers, clients, and referral partners.

Reports to: Owner
Core Responsibilities
1. Care Management & Client Oversight

• Conduct comprehensive client assessments (initial and ongoing)
• Develop individualized care plans aligned with client needs and payer requirements
• Monitor changes in condition and coordinate interventions
• Conduct supervisory visits (in-home and virtual as required)
• Oversee documentation accuracy and compliance
• Provide guidance on dementia care, complex cases, and high-risk clients
• Reduce hospital readmissions through proactive wellness tracking
• Serve as escalation point for care-related concerns

2. Service Delivery Leadership

• Ensure seamless client onboarding and service initiation
• Monitor client satisfaction and retention
• Oversee service continuity during caregiver call-offs
• Partner with scheduling to ensure appropriate caregiver-client matching
• Identify service gaps and implement corrective action plans
• Track and improve KPIs:
  
  • Missed shifts
• • Client satisfaction
• • Care plan compliance
• • Hospitalizations
• • Overtime related to care planning gaps

3. Community & Referral Partner Engagement

• Serve as clinical liaison to:
  
  • Hospitals
• • Rehabilitation Centers
• • Elder law attorneys
• • Assisted living communities
• • Veterans Care organizations
• Conduct care consultations with prospective clients/families
• Support educational workshops (dementia, stroke awareness, caregiver burnout)
• Maintain strong communication with referral sources regarding client progress
• Identify new partnership opportunities

4. Team Leadership & Caregiver Support

• Provide clinical coaching to caregivers if needed
• Conduct skills refreshers and in-field training if needed.
• Address caregiver-client compatibility issues if needed
• Partner with HR on performance concerns related to care delivery
• Reinforce documentation standards and compliance

Required Qualifications

• Licensed Social Worker (LSW/LCSW preferred)
• Minimum 23 years in care management, home care, hospice, hospital or geriatric services
• Strong knowledge of community resources for seniors.
• Experience with care transitions, hospital discharge planning, or post-acute care coordination.
• Strong assessment and care planning skills
• Experience working with seniors and dementia care
• Knowledge of Medicaid waiver programs preferred
• Excellent communication and leadership skills
• Experience building relationships with healthcare providers, senior living communities, hospitals, rehabilitation centers, and elder care professionals.
• Experience collaborating with community organizations, elder law attorneys, social workers, and discharge planners.
• Comfortable representing the organization at community events, senior education programs, and professional networking meetings.
• Ability to manage multiple clients and urgent situations in a fast-paced environment.
• Ability to balance client care management with community relationship building to support high-quality service delivery and strong referral partnerships.
• Participate in and occasionally lead community education events related to aging, dementia care, and maintaining independence at home.