Program Manager, Client Services chez undefined

Job Summary and Characteristics: 

The Program Manager, Client Services (PM) is a caring and empathetic leader who takes pride in delivering best-in-class services to staff and clients, motivating a team to achieve ambitious goals, and thrives in being a part of a growing organization.  As part of the management team, the PM models and supports staff in delivering high-quality employment services.

The PM is responsible for managing part of the day-to-day operations and building, leading, managing, mentoring and coaching other team members; establishing best practices; and managing and delivering complex programs, including oversight of the Day Habilitation program. The ideal candidate will demonstrate a sense of urgency, commitment to quality, and a high level of emotional and professional intelligence and personal and team accountability for all deliverables, communications, and overall performance. 

Duties and responsibilities to include, but not limited to: 

Train, Mentor & Manage Staff to Deliver Exceptional Services

• Manage a team consisting of Employment Specialists, who function as our clients’ primary case manager. 
• Support staff in focusing on programming metrics and outcomes and support site in reaching goals.
• Actively utilize various program reports and tools to help staff manage caseloads.
• Track and monitor program data. Analyze trends of client service delivery use. 
• Meet with staff regularly to discuss data, provide training, support, engagement and professional development.  
• Provide support and guidance on how to address difficult client situations, frequently delivering direct services to clients at times during moments of escalation.
• Oversight and management of the CalOptima Day Habilitation program.  

Foster Strong Client, Colleague, and Partner Relationships

• Address time-sensitive client issues, including de-escalation, conflict management and mediation, supporting staff and clients in maintaining a safe workplace. 
• Participate in committees and working groups in support of the organization’s Strategic Plan. 
• Represent Chrysalis to stakeholders, including providing site tours, attending outreach events & community meetings, and delivering presentations. 
• In coordination with the Director and management team, provide support around various administrative responsibilities, quality assurance, training staff about Salesforce or other tasks, and assisting in the preparation of program reports.  
• Work in close collaboration with Chrysalis Enterprises (CE) staff to generate client referrals, including helping to manage grants. 
• Provide back-up support for services across the organization, including leading classes, conducting one-on-one interview/resume services. 

Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives

• Actively participate with the Client Services leadership team to consistently improve programs and services and support program design and evaluation efforts. 
• Develop content for and lead staff meetings and case conferences. Participate in department and organization-wide convenings, including content development and delivery. 
• Shadow staff delivery of services on a regular basis, providing support and ensuring consistent delivery of the program.
• Oversee, including monitoring budget allocations, resources to support clients in the job search and retention process. 
• Prepare and submit accurate and timely monthly and quarterly reports for the UpSkill program and other related programs, tracking key metrics, progress, and outcomes.
• Key strategic thought partner to the Director and leadership team to promote strategic plan.

General Duties

• Manage facility operations in partnership with administrative staff.
• Adhere to all Chrysalis policies and procedures.
• Support the Chrysalis Mission, Vision, and Values. 
• Other duties as assigned.

Job Skills & Qualifications:

• Interest in, experience working with, and sensitivity toward the Chrysalis client population. 
• Minimum 3 years’ experience in social service work or related field, including at least 1 year of supervision experience.
• Bilingual (English and Spanish) a plus, but not required. 
• Demonstrated leadership abilities and/or experience motivating team members toward meeting goals.
• Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients. 
• Excellent verbal, written, communication, organization and time management skills. 
• Exceptional customer service, interpersonal, and public speaking skills, including the ability to use tact and diplomacy in all interactions and to appropriately represent Chrysalis to external audiences.
• Seeking a candidate with cultural awareness and sensitivity, able to engage respectfully with individuals from diverse backgrounds and foster an inclusive, respectful environment. 
• Demonstrated team player with a clear understanding of team dynamics.
• High level of proficiency in online research and software applications including Microsoft Office Suite and Internet required. Facility for data, including comfort with spreadsheets and database programs. 
• Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines. 
• Reliable transportation. Willingness to travel among locations required. (Mileage reimbursed) 

PhysicalRequirements:

The physicalrequirements described here are representative of those that must be met by anemployee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilitiesto perform the essential functions. While performing the duties of thisjob, the employee is regularly required to sit, use hands to finger, handle, orfeel; reach with hands and arms; and talk or hear. Specific vision abilitiesrequired by this job include close vision, color vision, and ability to adjustfocus. The employee must occasionally lift and/or move up to 25 pounds.

This is an exciting position in a fast-paced organization. We offer a highly competitive benefits package that includes Medical, Dental, Vision, Life, Short and Long Term Disability, Flexible Spending Accounts, paid time off, paid holidays, and more.
 
Chrysalis encourages employment applications from people who are representative of the culturally and ethnically diverse communities Chrysalis serves. Chrysalis is an Equal Opportunity Employer.
 
No phone calls or drop-ins regarding this position please. Applications without a cover letter will not be considered.

Fair Chance Hiring Statement

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. In particular, Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ+ community.