Director of Programs and Client Services

Job Title:     Director of Programs & Client Services   Date Approved: June 2022

Category:     Full-time Salaried    Range: $70-$80k    Weekly Hours:   Full-Time

Purpose:  Ensures the organization’s programs and services effectively meet the needs of our clients.  Ensures appropriate program administration while also monitoring and accurately reporting outcomes. Responsible for supervision of staff, program review and redesign, as well as coordination of services with internal and external partners to provide the best outcomes for families and children.

Major Duties:

1. Assists in developing and implementing the organization’s programmatic goals, policies, and procedures. Communicates with program staff and leadership to ensure smooth operation of organization programming and high-quality client services.
2. Provides supervision, training, and coaching to Program Supervisors and program staff. Assists with hiring, monitoring, and evaluating staff in accordance with organizational procedures.
3. Works with the Grants Director and Development team to secure funding resources from local, state, federal, and private funding sources. Coordinates with the Finance Department to appropriately manage grant resources.
4. Monitors the accurate and timely development of reports for internal and external reporting compliance.
5. Monitors programmatic outcomes and implements changes as needed to meet client and organizational needs.
6. Ensures fair and consistent treatment of clients and employees.
7. Serves on the organization’s Leadership Team and serves as an advocate for programs and client focused services while ensuring strong collaboration among program staff.
8. Provides staff leadership for activities of the Board of Directors as assigned.
9. Represents the organization to outside agencies, funders, other service providers, groups and committees as appropriate.
10. Promotes good public relations with the community. Participates in community organizations and activities to promote the mission of the organization.

Minimum Qualifications:

Education:    Bachelor’s degree in related field

Experience:   Minimum five years experience in management; minimum seven years experience in program development or case management; experience with a variety of funding sources including government and private grants.

Skills:  Knowledge of basic case management and social service principles. Strong analytical skills and use of data to inform program strategy and development. Excellent verbal and written communication and interpersonal skills; excellent organizational and problem-solving abilities; self-motivated, adaptive, and able to manage a variety of tasks in a fast-paced environment.  Experience with personal computers and basic knowledge of Microsoft Office programs.

Supervision:

Given:       Direct supervision to Program Supervisors with indirect oversight of all program staff. Will also manage volunteers as needed.

Received:  Reports directly to the CEO

Contacts:

Internal:    Two-way communication with CEO to receive directions, instruction, and information to facilitate job responsibilities; with Finance team to facilitate management of programs and grants; with management staff to provide feedback on status and operation of programs and services; and with all other personnel to assist in supervision and advise regarding program issues affecting them.

External:   Effectively interacts with the community and local, state, and federal agencies to promote the mission, programs, policies, and procedures; demonstrates an awareness that the job exists to effectively serve the population which is targeted in agency programs; and at every opportunity works to achieve increased public understanding for organizational support.

Constraints:

Physical:   Stand, sit, and/or work on a computer for extended periods.  Occasionally lift small to medium sized boxes.

Mental:      Must be able to multi-task in a fast-paced environment and have excellent problem-solving, communication, and interpersonal skills.

Emotional: Must have a positive attitude, be courteous, and have a professional   demeanor.  Leads by example to promote positive employee morale and efficient operations.

Impact:

This position is responsible for the efficient operation and effectiveness of the organization’s programs and services.  Ineffective management of staff, programs, and/or resources could damage the reputation of the organization and result in loss of funding for the program(s).