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Client Service Manager

Company: YWCA San Antonio
Location: San Antonio
Posted on: November 26, 2022

Job Description:

*YWCA San Antonio*

*RESET Client Services Manager*

*About YWCA San Antonio*

YWCA exists to eliminate racism and empower women. Since 1850, YWCA associations around the country have empowered women to lead their communities in social change. The San Antonio chapter, established in 1910, has provided support for women and girls to become economically self-sufficient while working on the front lines to promote racial justice. The core programming of the YWCA San Antonio has evolved over its 110-year history, and today the organization serves nearly 10,000 clients through programs focused on women's economic empowerment, health and wellness, youth and teens, and racial justice.

*About the Position*
The RESET (Re-engagement for Self-Sufficiency, Empowerment and Transformation) program serves disengaged young women, ages 16 to 24 who are either not in school or not working and need options and resources to guide them toward becoming financially, emotionally, and socially secure adults. The case management team helps to identify career pathways, offers educational coaching, life skills, case management, and referrals to job training and placement opportunities. Case managers focus on strengthening

engagement, work readiness, and ongoing needs assessment. The RESET Client Services Manager supervises the day-to-day activities of assigned team members involved in providing trauma informed case management services to eligible clients. The Client Services Manager oversees the coordination of referrals to the Community Health Worker Training program and Ready to Work services. Ensures continuous delivery of quality client services.

*Responsibilities: *

* Directly supervises team members who provide case management services; recommends new case management processes; recommends class/group structure; provides reflective supervision; conducts performance evaluations; recommends budget needs to COO.
* Establishes and maintains effective referral system to screen eligible participants, maintains professional rapport with partner agencies, prepares and develops outreach materials.
* Oversees outreach to eligible participants in the community, processes applications, and monitors the coordination of referrals to internal and external supportive services to include Community Health Worker Training and Ready to Work programs.
* Assigns new referrals to staff, based on staff strengths and skills, within program/contract guidelines.
* Oversees the inventory of supplies, including the tracking of stipends for various grants.
* Maintains strict client confidentiality, objectivity, and professional boundaries within a trauma informed model of care.
* Provides ongoing and holistic case management services as needed.
* Researches, implements, and facilitates classes that promote life skills and work readiness.
* Ensures the implementation of individual service plans for each participant and monitors overall progression of skills.
* Ensures case management team follows standard operating procedures and complete accurate trauma informed assessments.
* Provides basic and crisis intervention as required for individuals who may be aggressive, combative or hostile by following established protocols and policies.
* Remains current, knowledgeable, and in compliance with funder and agency regulations, standards, and any applicable code of ethics.
* Responsible for data entry and data management, to include database, intake forms, and sign-in sheets.
* Ensures case notes are completed on time and accurately, corresponds professionally with both internal and external partners to include reports, written materials, case summaries, and entering data in mandated systems.
* Assists COO with tracking established metrics and outcomes.
* Creates and present status updates/reports to supervisor as directed.
* Participates in staffings, meetings, community engagement, outreach events, and any other activities/events as directed.
* Work collaboratively across departments to improve client services.
* Provide any other support that may be requested, including working a few "all hands-on deck" days per year.
* Perform other duties as assigned by supervisor.


Must have a Bachelor's Degree in Behavioral Science, Psychology, Social Work, or experience in related field.


Must have at least two (2) years supervisory experience in direct case management or equivalent/related experience.

Bilingual in Spanish (fluent)- Strongly Preferred


* Bachelor's Degree from an accredited College/University in counseling or social work preferred.
* Two years of work experience administering the delivery of services to prospective clients which may include (but not limited to) disconnected young adults, foster youth, survivors of domestic violence and pregnant and parenting women.
* Able to handle confidential information.
* Reliable transportation
* Current Vehicle Insurance
* Ability to pass a criminal history check to include a national fingerprint check
* Skills in Microsoft Office
* Excellent written and verbal skills
* Bilingual preferred


* Work effectively with persons from various ethnic and socioeconomic backgrounds and professions
* Maintain professional conduct including but not limited to integrity and trustworthiness and to maintain a pleasant demeanor with others.
* Work cooperatively with others and with diverse groups.
* Emotionally mature and work effectively with persons from various ethnic and social-economic backgrounds and professions.
* Perform multi-task activities, show patience and compassion, and remain calm in stressful situations.
* Apply logical and critical thinking to define problems, collect data, establish facts, and draw conclusions in a confidential manner.
* Communicate events accurately, clearly and in a timely fashion to all pertinent individuals.
* Work under sometimes demanding conditions while maintaining professionalism and enthusiasm.
* Approach difficult conversations with respect and compassion.
* Demonstrate strong organizational, customer service, and communication skills.
* Flexibility and adaptability to work non-traditional hours to provide client services, to include evenings and weekends as directed.
* Dependable attendance and punctuality are necessary to perform the essential job duties.

_YWCA San Antonio provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws._

_This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training._

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

* Dental insurance
* Health insurance
* Life insurance
* Paid time off
* Vision insurance
* Monday to Friday

Work Location: One location%58047475%

Keywords: YWCA San Antonio, San Antonio , Client Service Manager, Executive , San Antonio, Texas

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