Client Services Program Manager

HOW TO APPLY

Submit a cover letter with two professional references and a resumeto:

E-mail (preferred method):

erin@issaquahfoodbank.org

Mail:

Erin Longchari, Operations & ProgramsDirector

Issaquah Food & Clothing Bank

179 1st Avenue SE

Issaquah, WA 98027

Please do not call, thank you!

COMPENSATION & BENEFITS:

• $28-30/hour
• Health, vision, and dental insurance plans (85% covered by IFCB)
• Simple IRA plan with employer matching
• Paid sick and vacation leave
• 12 paid holidays

POSITION SUMMARY

The Client Services Program Manager provides direct client support, collaborates and supervises client services volunteers, and works with other community and government organizations to serve our clients. In addition, the Client Services Program Manager will work with staff leadership to improve our program tracking mechanisms, so that we can better understand and report on our impact on client outcomes.

Working with clients at the IFCB involves direct support, as well as connecting people to outside resources when possible. Whether our clients need help securing a replacement ID to apply for a job, assistance with applying for benefits, or a referral for housing, IFCB works to connect them with the resources they need. Because the Client Services Program Manager is the primary point of contact for these clients, relationship building is key.

WORK ENVIRONMENT

Work is performed primarily in an office setting requiring sitting for extended periods, computer interfacing, attending meetings, and significant interaction with members of the public.

Position hours will be a combination of three day shifts (8 AM – 4:30 PM) and two afternoon/evening shifts (11 AM – 7:30 PM), Monday-Friday. This position also requires some flexibility for evening and weekend outreach hours, on a limited basis.

This position is an important part of a small, dynamic staff at Issaquah Food & Clothing Bank and may occasionally require working in the building on general operations, including receiving and distributing food, leading volunteer teams, and assisting with special programs.

DUTIES AND RESPONSIBILITES

Case Management

• Conduct individualized case management and advocacy with clients.
• Provide resource referrals.
• Advocate with other service providers or systems as needed.
• Assist clients directly with accessing services as needed (for example, social security benefits and EBT).
• Follow up with clients to ensure that individuals are successfully connected with services.
• Maintain accurate and timely records.
• Provide leadership and support to client services volunteers.

Build and Maintain Partnerships

• Connect and build relationships with service partners and community resources helpful to IFCB clients.
• With partner organizations, develop and maintain a wraparound service model to provide a high level of coordinated care to high need clients.
• Use relationships to make high quality referrals for clients to outside services.
• Attend community meetings and trainings hosted by partner organizations to maintain knowledge of available resources.

Client Assistance & Budgeting

• Assist with annual budgeting process, based on demonstrated client needs.
• Work with staff leadership to create and refine parameters for financial assistance to clients.
• Distribute financial assistance to clients based on established parameters and budget.
• Work with development team to identify external funding opportunities, as well as to apply for grants and to report on outcomes to funders.

Outcomes Tracking & Reporting

• Assist with implementation of case management tracking software.
• Detailed notetaking and tracking, both for optimal client support and for tracking program outcomes over time.

General

• Support operations team by staffing 2 afternoon/evening shifts (11 AM – 7:30 PM) every other week.
• Participate in all-staff events, including staff meetings and occasional community events hosted by IFCB.
• Provide support to other staff members as needed.
• Perform other duties as assigned by supervisor.

REQUIRED QUALIFICATIONS

• Minimum 3 years’ experience providing outreach to, direct treatment of, and/or case management to underserved populations including those who are homeless and those with mental health and substance use issues – with a demonstrated increase in responsibilities and leadership over time
• Experience tracking client outcomes confidentially.
• Reliable person who can work independently and as a member of a multi-disciplinary team.
• Working knowledge of local health and human services systems, including community mental health, substance use treatment, insurance benefits, and other human service programs.
• Demonstrated experience with trauma informed approaches to care and de-escalation training and techniques.
• Working knowledge of diversity and equity principles, and their role in creating a thriving community.
• Proven ability to work effectively with people of diverse backgrounds, life experiences, and abilities.
• Personable, courteous, patient, and able to positively interact with the public.
• Demonstrated ability to maintain client confidentiality.
• Ability to take initiative.
• Ability to travel in King County.
• Fluent in written and spoken English.

PREFERRED QUALIFICATIONS

• Degree in social work or related field.
• Familiarity with Microsoft Office.
• Experience with case management software.
• Bilingual (especially Spanish, Mandarin, Russian, or Ukranian).
• Valid driver’s license.
• A valid Licensed Independent Clinical Social Worker (LICSW), or a valid Licensed Advanced Social Worker (LASW), or a valid Licensed Social Work Associate and Independent Clinical (LSWAIC), or a valid Licensed Social Work Associate and Advanced (LSWAA), or Licensed Mental Health Counselor (LMHC).