Director of Client Services

Director of Client Services

Position Summary:

The Director of Client Services provides leadership, oversight, and quality assurance for all client-centered programs and services of the organization. This position ensures that services are delivered in accordance with the organization's mission, licensing requirements, funding regulations, and best practices. The Director of Professional Services supervises case management staff, oversees program compliance, handles crisis situations, develops community partnerships, and promotes positive outcomes for individuals and families experiencing homelessness, recovery challenges, housing instability, and transition from foster care.

As a faith-based organization, the Director of Client Services supports and advances the organization's Christian mission while serving all individuals with dignity, compassion, and professionalism.

Essential Duties and Responsibilities

Program Leadership

· Provide leadership and oversight for client services, including emergency shelter, transitional housing, permanent supportive housing, recovery housing, and independent living services.

· Ensure programs operate effectively and consistently with organizational policies, contractual requirements, and licensing standards.

· Monitor program outcomes and implement quality improvement initiatives.

· Participate in strategic planning and program development.

Staff Supervision

· Directly supervise case managers, program coordinators, and other professional service staff.

· Conduct regular supervision meetings, performance evaluations, and professional development activities.

· Promote accountability, teamwork, and excellence in service delivery.

· Assist with recruitment, onboarding, and retention of professional staff.

Compliance and Quality Assurance

· Ensure compliance with all applicable licensing, accreditation, grant, and regulatory requirements.

· Maintain program policies, procedures, and documentation standards.

· Conduct case file reviews and quality assurance audits.

· Coordinate program monitoring visits, inspections, and audits.

Client Services

· Ensure clients receive comprehensive assessments, service planning, referrals, and case management.

· Oversee service delivery and assist with complex client situations when needed.

· Monitor client outcomes and ensure services are trauma-informed, strengths-based, and person-centered.

· Promote ethical and professional standards in all client interactions.

· Recommend training to strengthen staff competencies

Community Relations

· Serve as a liaison with government agencies, social service providers, healthcare organizations, schools, recovery providers, and community partners.

· Develop and maintain collaborative relationships that enhance services and referral networks.

· Represent the organization at community meetings, coalitions, and professional forums.

Administrative Responsibilities

· Assist in grant implementation, reporting, and outcome tracking.

· Prepare reports for executive leadership, funders, and the Board of Directors as requested.

· Participate in budget planning and resource allocation for program operations.

· Support organizational initiatives and special projects as assigned.

Crisis Management

· Provide leadership in managing crisis situations during off hours and on weekends (Depending on the situation this may mean in-person or remotely)

· Resolve and/or de-escalate grievances between clients/staff

Qualifications

Education

· Bachelor's degree in Social Work, Human Services, Psychology, Counseling, or a related field required.

· Master's degree preferred.

Experience

· Minimum five years of progressively responsible experience in human services, homelessness services, behavioral health, housing programs, or related fields.

· Minimum three years of supervisory or management experience.

· Experience with program licensing, compliance, and quality assurance preferred.

· Experience working with vulnerable populations, including individuals experiencing homelessness, recovery challenges, and youth transitioning from foster care.

Knowledge, Skills, and Abilities

· Knowledge of case management principles and best practices.

· Understanding of housing, homelessness, recovery, and youth-serving systems.

· Strong leadership, communication, and organizational skills.

· Ability to analyze data and use outcomes to improve program performance.

· Ability to build effective partnerships with community stakeholders.

· Commitment to the mission and values of the organization.

Reports To

Chief Executive Officer

Supervises

Case Managers, Program Coordinators, and other designated Professional Services Staff

Status

Full-Time, Exempt