Manager/Director of Client Services and Day Center

In partnership with the Executive Director, this position will oversee client services and operation of the “Day Center” program. This program provides services and support to people who are experiencing homelessness in either an episodic or chronic basis, as well as unemployment, or in need of social service support. The successful candidate will have experience or be comfortable working with unhoused people, possesses strong relational skills and managerial skills to develop connections with clients and lead program staff and volunteer team, be able to maintain partnerships with organizations providing professional social services, as well possess effective administrative skills to capture & maintain critical data. 

• At least 1-2 years’ experience working with unhoused people and low-income communities in non-profit, religious, government, or market context. 2-3+ years’ experience preferred. 
• At least 1-2 years’ experience running a high-capacity program or department in a fast-paced environment where a mix of relational, logistical, and administrative skills are utilized daily. 
• At least 1-2 years’ experience supervising direct reports. Skilled in communication, conflict resolution, and change management. 2-3+ years preferred.
• Proficiency in Google Suite, Microsoft 365, and the ability to learn web-based software quickly required. 
• High School diploma required. College graduate strongly preferred. 
• Valid driver license required.

• Oversee the scope of the Day Center program which is to assist people experiencing homelessness, unemployment, or other social service needs to receive support services (relational connection, access to showers, laundry services, lunch, and seasonal clothing) and get connected to critical services (case management, mental health support, employment services, transportation and other social service resources). 
• Set a culture for the program that practices trauma-informed care, insists on healthy relational and communication practices, and restorative-based conflict resolution. 
• Engage in managing the day-to-day needs of the Day Center in terms of relational connection with client, logistical needs, and supervision of staff and volunteers. 
• Ensure compliance with client intake forms and action plans, including monthly maintenance of actions plans. 
• Manage at least two direct reports and team of volunteers with strong leadership and managerial skills informed by high professional standards. 
• Continually evaluate the program to incorporate best practices in nonprofit management for solutions-based services to expand both reach and efficacy of the program
• Assist in maintaining and updating Program Operation manual with all policies and procedures outlined and updated as needed
• Ensure robust records for program statistics 
• Manage budget for the Day Center equipment and supplies including food purchasing, seasonal clothing & other needs.

• Work with program staff to establish first point-of-contact for clients entering the building during open hours of 10am–2pm as well as volunteers, community partners, and donors in other hours.
• Cultivate relationships with clients to provide a safe space to receive services and support in an environment that prioritizes dignity and community as central to all recover services. 
• Work with ED & OD to revise and implement Client Intake Form 
• Work with Day Center Coordinator to fill out client intake form for all new clients and work to get current clients up to date on Client Intake Forms
• Work with ED & OD  to revise and implement Action Plans to existing and future clients that outlines key steps taken each month including compliance with minimum engagement policy and encouraging maximum engagement with services offered. 
• Be prepared to assist clients in crisis situations that range from sudden evictions, mental health crisis, domestic abuse, need for rehabilitation services, etc. 
• Help de-escalate situations when clients become agitated, upset, etc. 
• Help direct clients to key services: 
  • Case Management, Therapist, Social Service Center, Transportation, Employment program & other courses, Recovery programs

• Manage the Day Center Coordinator as a direct report ensuring compliance with all facets of the job description and updating the role with new responsibilities as needed
• Delegate tasks to Day Center Coordinator and partner together to meet needs of clients and program as a whole. 
• Stay in daily communication with the program staff around needs, updates, and tasks
• Conduct set weekly meetings with Day Center staff to go over key issues, upcoming events, concerns, places to improve/grow, etc. 
• Manage the Kitchen Coordinator who provides daily lunch services to clients and has  volunteers working in food services
• Work with Kitchen Coordinator to ensure all food purchases and donations are marked clearly with date received, inventoried, and kept fresh. 

• Supervise volunteers in the program: build a strong team of volunteers with the goal of having 2-3 volunteers a day minimum between check-in, clientele engagement, kitchen service, and other roles. 
• Work with Volunteer Coordinator to provide orientation and training for new volunteers, including best practices for those new to engaging the unhoused community.
• Ensure volunteers are assigned to specific duties, maintain a schedule, and work fill openings via Volunteer Coordinator 
• Provide regular encouragement to volunteers as well as feedback for any issues that arise to ensure excellent in volunteer service 
• Maintain strong lines of communication with volunteers, implement surveys and other means of receiving feedback

• Coordinate logistics for occasional small events in the Day Center: holiday parties, special meals, and other occasional events. 
• Provide support and leadership for “all hands-on deck” events
• Help with service projects when work is being provided in the Day Center program space. 
   

• Regular hours Monday-Friday, 9:00am –5pm at our program center building with some opportunity to work from home in afternoons.
  • Evening/weekends hours required on rare occasions.  
• Much of the work is typically performed in an interior temperature-controlled program environment. Position requires both prolonged periods of talking with people, on feet around Program Center, working at computer as well as operational tasks 
• Some of the work will require unloading boxes of donations, outlining clients on work tasks, and the need to lift up 10 lbs. occasionally may be required.