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Client Services Manager (Birmingham)

Employer
Inspiritus
Location
Birmingham, Alabama
Salary
$50,000 - $60,000
Closing date
Apr 7, 2023

View more

Focus Areas
Human Services
Job Function
Direct Service / Social Service
Position Type
Full Time
Degree Level
Bachelors
Willingness to Travel
up to 25%
Experience Level
Management

Job Details

Client Services Manager (Birmingham)

Classification: Exempt

Salary Grade/Level/Family/Range: $50,000 - $60,000 per year

Reports to: Associate Director of Refugee Services

Date: Updated 3/7/2023

 

JOB DESCRIPTION

Summary
The Refugee Client Services Manager will ensure the provision of services to refugees, asylees, Special Immigrant Visa (SIV) holders, and Afghan Humanitarian Parolees to help them become self-sufficient, socially integrated, and culturally acclimated. Under the supervision of the Associate Director of Refugee Services, the Client Services Manager will plan, direct, and coordinate refugee case management activities of assigned programs that include Reception & Placement, Social Adjustment, Information and Referral, Intensive Case Management, and other programs as assigned. She/he will ensure that the goals and objectives of these programs are accomplished within the prescribed time frame and within budget. She/he will be responsible for ensuring that all applicable billings are complete and accurate, and that the required information is collected and documented. She/he will work closely with the Associate Director to monitor collaboration and teamwork among the program staff. She/he will also cultivate relationships with stakeholders and community resources.  

Essential Functions

  1. Understands and is aware of all aspects of the programs’ contractual requirements.
  2. Consistently stays abreast of all aspects and any changes in the program’s contractual requirements.
  3. Organizes and coordinates the programs’ activities in compliance with all contract and regulatory requirements.
  4. Ensures all documentation is accurately prepared for clients by program staff.
  5. Monitors team members to ensure that the required billing information is submitted and the monthly billings are accurate.
  6. Oversees all relevant database documentation and tracking about each program and any other data to ensure they are complete, accurate, and up-to-date.
  7. Ensures that clients receive the services outlined in the contracts.
  8. Identifies, contacts, and develops partnerships with appropriate community services providers who will provide appropriate public and private service provision to all RIS clients.
  9. Reviews and assures all Reception & Placement and Afghan Placement Assistance programs cases as assigned by Lutheran Immigration & Refugee Service.
  10. Ensures that all services provided are properly documented and meet or exceed contract standards & guidelines.
  11. The Client Services Manager facilitates regular monitoring of case files to ensure compliance and completion.
  12. Assists staff with issues or grievances that may arise with clients, the community, etc.
  13. The Client Services Manager ensures the administration of client and partner feedback surveys to assess refugee and stakeholder program satisfaction. Develops and implements quality improvement plans based upon the assessment.
  14. Helps ensure the coordination and integration of services. Coordinates program activities with related activities within the department and in other departments to ensure efficiency and economy.
  15. Helps respond to monitoring and audit reports and implements required changes.
  16. Create and manage partnerships and relationships with service providers, partner agencies, public systems, and the state refugee coordinator’s office to serve clients better.
  17. Maintains personal and professional boundaries in the performance of the job.
  18. Forges mutually respectful partnerships with clients, co-workers, and volunteers.
  19. Assists in securing funding for current and new programs.
  20. Participates in Inspiritus functions and public relations activities.
  21. Participates in training and professional conferences to keep abreast of current trends.
  22. Conforms with and abides by all regulations, policies, work procedures, and instructions.

Competencies

  1. Leadership
  2. Teamwork & Collaboration
  3. Problem Solving & Critical Thinking
  4. Cultural Competence
  5. Demonstrate Ethical & Professional Behavior
  6. Advance Human Rights and Social and Economic Justice
  7. Initiative
  8. Stress Tolerance
  9. Adaptability & Flexibility
  10. Partnership & Relationship Management

Supervisory Responsibility

  1. Supervises Case Managers, Case Aides, and contract interpreters as assigned in the Client Services Department.
  2. Interviews and selects staff with input from others.
  3. Orients, coaches and counsels staff.
  4. Ensures training requirements and needs are met.
  5. May conduct in-service training.
  6. Delegates and oversees work assignments.
  7. Ensures case reviews are conducted at least quarterly.
  8. Monitors performance and adherence to Inspiritus’ mission, policies, procedures and service philosophy.
  9. Conducts performance reviews.
  10. Recommends or initiates personnel actions such as salary increases, promotions, disciplinary actions including performance improvement plans and terminations.
  11. Responsible for oversight and monitoring of program budgets.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
Regularly required to talk and hear in person and on the telephone. Required to stand, walk, sit, use hand to finger, handle or feel objects, tools or controls: and reach with hands and arms to operate computer and other office equipment. Required to operate a personal vehicle. Employee frequently lifts and or moves up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m.  

Travel
Up to 25% local travel.

Required Education and Experience

  1. Bachelor’s degree or international equivalent in human services, social work, or other applicable field and minimum of two years of previous direct work experience in human services, or an equivalent combination of education and experience
  2. Excellent oral and written communication skills in English
  3. Experience working in a culturally diverse environment and high level of cultural competence
  4. Conviction about the capacity of people to grow and change
  5. Ability to set limits and maintain the helping role of the practitioner
  6. Excellent computer skills, accurate typing, and knowledge of Microsoft Word, Excel, and Outlook
  7. Must have the ability to communicate with all persons in a culturally competent manner.
  8. Must be sensitive to the service population’s cultural and socioeconomic characteristics.
  9. Must own a personal multi-passenger vehicle, hold a valid Driver’s license, have a good driving record, and have appropriate personal auto insurance

Preferred Education and Experience

  1. Master’s degree or international equivalent in social work, nonprofit management, or other applicable field and four years of previous direct work experience in human services, or an equivalent combination of education and experience
  2. Experience supervising diverse teams of staff and/or interns.
  3. Familiarity with major social services programs, public transportation, employers, and local neighborhoods
  4. Experience with human services programs.
  5. Reads, writes, and speaks a relevant foreign language.

Additional Eligibility Qualifications
None required for this position. 

Work Authorization/Security Clearance (if applicable)
[N/A]

AAP/EEO Statement 
[N/A]

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Company

For over thirty five years, Inspiritus, formerly Lutheran Services of Georgia and Lutheran Services in Tennessee, has promoted programs that enhance the stability, wellness, health, and safety of individuals and families. Since our founding in 1981, we have touched the lives of more than 100,000 individuals. Please see some key dates in our history below.

Our Mission Inspiritus guides individuals and families on a path from surviving to thriving. We empower those whose lives have been disrupted to discover their strengths and resilience, accompanying them as they grow into vibrant contributors to their community.  Our Vision Transformed communities where all, regardless of their background or circumstances, thrive and enrich the world around them.

 

Company info
Website
Telephone
678-686-9648
Location
230 Peachtreet Street NW Suite 1100
Atlanta
GA
30303
United States

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