Client Services Manager

POSITION OVERVIEW

The Client Services Manager is responsible for the planning, implementation, and management of services that help move Feeding South Florida® (FSF) clients from dependency to self-sufficiency. This position is responsible for government benefits assistance, outreach, and community-based initiatives designed to improve the overall health and well-being of at-risk populations. The Client Services Manager will oversee a team of case managers, supporting and coaching them to achieve departmental goals and improve outcomes through results analysis and reporting.

POSITION RESPONSIBILITIES

• Create, implement, and foster a culture of case management and pipeline services that are integrated and connected with other nonprofit community partners.
• Manages direct reports to accomplish program objectives, communicating clear expectations, coaches’ performance, and conducts evaluations of direct reports.
• Assesses client needs and program outcomes by collecting and analyzing surveys and other local quantitative and qualitative data.
• Clearly documents, analyzes, and reports on findings including procedure documentation, grant reports, and internal dashboards.
• Serve as a Feeding America SNAP Capacity Advisor for the SNAP Capacity Institute.
• Assist with the development of forms, manuals, brochures, and education materials as needed.
• Participates in the implementation of client recruitment, community awareness, and overall organization marketing campaigns.
• Conduct client intake/pre-screening, provide case management services, and provide benefits application assistance at either the FSF facility or at community partner sites.
• Assist clients (either in person or via phone) with pre-screening, applications, recertification, phone calls, faxing, and copy services, for all programs, as needed by the client.
• Identify and work with other agencies and groups to establish new referral pathways to achieve greater impact, raise awareness about FSF's services, avoid duplication, and enhance the effectiveness of client services throughout our quad-county service area.
• Responsible for managing a team that meets outreach and application assistance goals for SNAP, TCA, Florida KidCare, Medicaid, and referrals for wrap-around social services.
• Manage, train, coach, and lead direct reports as they provide support for clients, incSnapluding the answering of questions, guiding them through difficult calls or issues, diffusing tense client calls, or handling issues that team members are unable to field.
• Ensure Benefits Coordinators achieve desired service levels and take corrective action as needed.
• Prepare reports and analyze data to improve processes, ensure resources are properly allocated, and maximize efficiency and client satisfaction.
• Ensures the proper use of Oasis Insight Client Management software for all department activities.
• Represents FSF at community events and meetings.
• Assist management as necessary.

Job requirements

POSITION QUALIFICATIONS

• Bachelor’s Degree (master’s degree preferred) in social work, public health, or other relevant discipline.
• Minimum six years of casework management or client services experience in the nonprofit sector.
• Minimum four years of management experience as a caseworker or other positions that work directly with at-risk populations.
• Bilingual preferred. (English/Spanish)
• Sensitivity to diverse populations with sound judgment and the ability to serve people in a compassionate, patient, friendly, and courteous manner, showing sincere interest in people’s concerns.
• Strong moral compass with the ability to exercise discretion, including a demonstrated impartiality to certain organizations, agencies, groups, or individuals.
• Experience with, and mastery knowledge of, all state and federal benefits assistance programs such as SNAP, WIC, TANF, Long Term Care, and Medicaid.
• Ability to work under pressure in a fast-paced environment while meeting multiple deadlines and managing responsibilities, while simultaneously maintaining composure and ensuring excellent customer service.
• Strong coaching and leadership skills with the ability to take initiative.
• Strong aptitude for learning and adopting new technology platforms including software applications and phone systems.
• Strong communication skills, both written and verbal, with comfort and ability to speak publicly and teach others.
• Strong computer skills with proficiency in Microsoft Office.
• Positive attitude, flexibility, and a good sense of humor.
• Must have access to reliable transportation.

PHYSICAL DEMANDS & WORKING CONDITIONS

• Hours of Operation: Organization hours are Monday-Friday, 8:00 a.m. – 5:00 p.m. This position may work closer to 45-50 hours per week and additional hours occasionally throughout the year, especially during peak times such as holiday seasons, and disaster response.
• Environment: This position works in an office setting with varying periods of standing, talking, and/or visual concentration, and use of office equipment. Must maintain office safety standards. Occasional work will occur in the warehouse or outside in fields and warehouses in inclement weather. The noise in the work environment is usually moderate to loud.
• Travel: This position may have occasional travel for meetings, conferences, or special events which may require the use of a personal vehicle.
• OSHA Standards Lifting requirements are 25 pounds and when lifting loads heavier than 50 pounds, use two or more people to lift the load.

ORGANIZATION
Feeding South Florida (FSF) is a member of the Feeding America network and the leading domestic hunger relief organization serving Palm Beach, Broward, Miami-Dade, and Monroe Counties. As one of the largest food banks in the Feeding America network, FSF is responsible for serving 25 percent of the state’s food insecure population. A four-star rated organization by Charity Navigator, FSF is one of the most efficient nonprofits nationally; over 98 percent of all donations are put back into the community.

CORE VALUES
FSF values service above all else. We’re looking for innovative and strategic thinkers who are committed to improving the lives of those around them. FSF “Friendly Food Bankers” embrace the enormity of our role in the community and know that serving others comes before any one individual. Friendly Food Bankers have compassion, dedication, act with integrity, and are committed to stewardship and inclusion.
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WE PROVIDE
**Full medical, dental, and vision insurance; 401K matching contribution, Paid Time Off (PTO); a diverse team that is representative of the community we serve; continuous learning opportunities; a high-performance culture that will help challenge and grow your skill set.

Salary: $60,000 - $65,000 yearly

Equal Opportunity Employer/Drug-Free Workplace/ADA Compliant

Keywords

Client Services Managercase managementpipeline servicesgovernment benefits assistanceoutreachcommunity-based initiativesformsmanualsbrochureseducation materialsclient intakepre-screeningbenefits application assistancereferral pathwaysBenefits Coordinatorsreportsdata analysiscommunity eventsmanagement