GENERAL SUMMARY

The Family Services Support Manager is responsible for the planning, coordination, organization, and oversight of day-to-day program operations within the Family Services Department. This position supports departmental efforts to ensure services effectively meet the needs of the Nisqually Tribal community. Key responsibilities include program evaluation, budgeting, policy development and oversight, staff supervision, compliance monitoring, and the coordination of direct services such as caregiving, transportation, in-home support, emergency response, outreach, and community engagement. The Family Services Support Manager works collaboratively with internal departments and external agencies to strengthen and expand support services for clients and their families. The role also helps maintain strong government-to-government relationships and contributes to the department's mission of promoting community wellness and resilience through responsive, culturally grounded assistance programs.

This position ensures confidentiality, security, and accuracy of records, and promotes positive employee, client, and community relations. Strong written and verbal communication skills and outstanding client service to fellow employees, clients, vendors, etc. are expected. Regular attendance is required, and on occasion, later hours or weekend time may be required. A professional attitude and appearance are expected.

PRIMARY RESPONSIBILITIES

The following duties are representative of the responsibilities assigned to this position. Additional duties may be assigned as necessary.

• Manage day-to-day operations of the Nisqually Family Support Services program, ensuring quality services align with community needs and department goals. Facilitate coordination across related service programs to ensure integrated support delivery.
• Establish, implement, and oversee administrative procedures, projects, policies, and strategic plans in coordination with the department Director. Recommends program improvements based on community needs and emerging trends.
• Supervise and support staff by providing guidance; conducting performance evaluations; coordinating training opportunities, and fostering a positive, team-oriented work environment.
• Maintains up-to-date knowledge of best practices and professional standards, while overseeing staff training, certification, and licensure to ensure high-quality, culturally competent services and regulatory compliance.
• Prepare and maintain records and reports, such as budgets, personnel records, or training material.
• Advocate for clients and families by identifying gaps in services, proposing solutions, and participating in program development or policy discussion that improve family well-being.
• Oversee service areas including in-home care, transportation, emergency assistance, safety/stabilization services and referrals to appropriate agencies and resources.
• Plan and facilitate community events and family-centered activities; develop and distribute educational materials; manage social media and outreach efforts that reflect Nisqually mission.
• Promote cultural and traditional practices; learn and honor Tribal culture, practices, and alternative healing methods; acknowledge intergenerational and historical trauma in service delivery.
• Ensure accurate documentation, records, and reports (including budgets, personnel files, training materials, and progress notes) are maintained in compliance with laws, policies, and HIPAA and 42 CFR Part 2 requirements.
• Conduct client satisfaction surveys and community needs assessments; analyze results to enhance service delivery and inform planning.
• Ensure program compliance with applicable Tribal, local, state, and federal regulations; support the development and enforcement of internal policies and procedures.
• Collaborate with Tribal, State, and local partners; represent the department on Multi-Disciplinary Teams (MDTs), Coordinating Care Teams (CCTs), and relevant committees.
• Support data collection and program evaluation efforts related to grant compliance and reporting, where applicable.
• Responds to emergency or crisis situations as needed to ensure timely and appropriate support.
• Uphold confidentiality in accordance with HIPAA and 42 CFR Part 2; promote ethical and respectful service practices.
• Prevents, addresses, and resolves conflicts by collaborating with involved parties and following Nisqually Tribal Policies and Procedures.
• Serves as the program liaison between Tribal departments and external agencies as needed.
• Maintain up-to-date emergency response protocols and training.
• Maintain a professional demeanor and demonstrate strong communication skills in all interaction with staff, clients, partners, and community members.
• Exhibit flexibility and availability to support program activities during occasional evening or weekend hours as needed.
• Designs and Expands services based on need or directive.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS

Education and Experience

• Master's degree in human services, social work, psychology, healthcare, or a closely related field AND two (2) years of direct work experience in family services, social services, or a related field; OR
• Bachelor's degree in one of the above fields, AND four (4) years of direct work experience in family services, social services, or a closely related field; OR
• A combination of education and direct work experience that is equivalent to the above qualifications.
• Must have experience leading, managing and supervising staff.
• Working knowledge of caregiving programs, resources, and support structures that assist families.
• Must have experience with managing budgets, policy implementation, and compliance and reporting.
• Experience working with vulnerable populations, including adults, children, and families, with the ability to provide compassion and culturally sensitive support.
• Current First Aid and CPR certification, or the ability to obtain certification within 30 days of hire.
• Must possess a valid Washington State Driver's license and maintain a driving record that meets the minimum requirements established by Nisqually Indian Tribes' vehicle insurance provider.
• Successfully pass a pre-employment drug screen and criminal background check.
• Must be eligible to work around Indian Children per Indian Child Protection and Family Violence Prevention Act (25 CFR Part 63).
• Must pass a State and National (FBI) criminal history background check prior to employment.

PREFERRED QUALIFICATIONS

• Direct experience working and administrating Family Support Services.
• Knowledge of the Nisqually Indian Tribe's history, customs, traditions, and ability to demonstrate cultural sensitivity.
• Familiar with government-to-government relations.
• Experience working with Federally Recognized Tribes.

SUPERVISION

This position supervises staff.

COMPETENCIES

Possesses the knowledge, skills, and abilities to successfully perform the primary responsibilities of the position.

Knowledge of:

• Knowledge of principles and processes for delivering effective, client-centered support services that promote empowerment, dignity, and holistic well-being.
• Knowledge of comprehensive family support services and protective care principles, including caregiving, in-home support, transportation, emergency assistance, and community outreach.
• Knowledge of System of Care principles, including trauma-informed, coordinated, culturally responsive, and strengths-based approaches through multi-agency/department collaboration.
• Knowledge of Federal, State, local, and Tribal laws, including relevant confidentiality and data protection regulations (e.g. HIPAA, 42 CFR Part 2).
• Strong understanding of Tribal governance, culture, mission of the Nisqually Indian Tribe, and the impacts of current and historical trauma on Native Americans.
• Knowledge of performance-based management, including budgeting, grant writing, financial oversight, contract management, program evaluation, and effective staff supervision.
• Knowledge of group behavior and dynamics, social trends and influences, and the historical and cultural backgrounds of diverse and ethnic and Tribal communities.
• Familiarity with evidence-based practices and culturally sensitive approaches in social services, as well as alternative care methodologies relevant to Native American communities.
• Knowledge of administrative and office procedures and proficient in data management systems, office software (e.g. Microsoft), and managing files, records, forms, and reporting.
• Knowledge of Government-to-Government relationships and the ability to work collaboratively with various agencies and organizations.

Skill in:

• Skilled in program management, leadership, quality assurance, and implementation of family support services using best practices.
• Experience in strategic planning, program development, and performance measurement and ensuring legal and regulatory compliance.
• Skilled in active listening, crisis response, conflict resolution, and problem-solving using logic, negotiations, and sound reasoning in complex situations.
• Skilled in building trusting relationships with clients, staff, and community members through sincere care, empathy, compassion and cultural understanding.
• Proficient in using data systems to track service delivery, productivity, and compliance, with a focus on accurate reporting.
• Skilled in conducting community outreach and facilitating culturally sensitive public engagement activities.
• Skilled in demonstrating compassion, cultural sensitivity, and tact, when addressing the health needs and alternative care practices of Native American individuals and families.
• Skilled in mentoring, motivating, and inspiring staff and community members, while facilitating professional development and growth.

Ability to:

• Ability to assess economic, cultural, physical, and environmental factors that support or hinder the success of individuals and families.
• Ability to lead multidisciplinary teams, facilitating collaborative, wrap-around service delivery.
• Ability to organize and prioritize work, adapt to evolving community needs, and adjust services accordingly.
• Ability to work independently, make sound decisions under pressure, and consider the best interest of individuals, families, and the Tribe.
• Ability to maintain confidentiality and handle sensitive information with integrity and discretion.
• Ability to represent the program and Tribe in a professional and culturally respectful manner.
• Ability to learn and integrate Tribal customs, culture, traditions, and alternative methods of care into service delivery.
• Ability to present material professionally and effectively in written and oral form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this position. While performing the duties of this position, the employee is frequently required to stand; walk; use hands to finger; handle; feel; or grip objects, stretch and/or reach with hands and arms; stoop; crouch or work in cramped or awkward positions; repetitive motions. Specific vision abilities required by this position include close vision, distance vision, depth perception, and the ability to adjust to focus.