Director of Client Services

The Director of Client Services, Inland Empire 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 Director models and supports staff in delivering high-quality employment services. The successful candidate will have an entrepreneurial mindset and contagious team spirit, is quick at thinking on their feet, enjoys learning and leading others to success, and understands the importance of leveraging team strengths and building strong relationships throughout the organization.

The Director will play an integral role in expanding services in the Inland Empire including growing a team, establishing referral and employer partners, and opening doors of a new facility. In addition, the Director will support the organization’s Strategic Plan, manage personnel, grants, resources, facility operations, including safety, and external partnerships, such as volunteers, local government officials, and potential donors. In addition, the Director also serves as a liaison to the local community and develops and nurtures partnerships with local agencies for the purposes of outreach and client service.

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.

Duties and Responsibilities to include but not limited to:

Trains, Mentors & Manages Staff to Deliver Exceptional Services to Clients

Leads, supports, mentors, and hires, manages the IE Client Services team consisting of 5+ staff, a contracted mental health counselor, Chrysalis staff from across departments, and volunteers, providing oversight of administrative duties.

Develops and fosters a culture of engagement, innovation, support, transparency, and accountability.

Works closely with full Client Services management to facilitate best-in-class staff meetings and trainings, in addition to consistent application of processes and programming.

Routinely identifies relevant training opportunities to ensure staff feel invested in and are equipped to provide the highest quality programming.

Track and monitor program data. Analyze trends of client service delivery use. Help and lead the creation of data informed annual goals for the site and programs.

Supports staff in addressing client grievances, including providing de-escalation support, in a timely manner.

Provide support in onboarding new team members across the organization.

Address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.

Conducts Outreach and Manages Key Partner Relationships

Coordinates delivery of contractor programming, such as counseling.

Identifies coalitions/partners, secures resources and represents Chrysalis at community meetings.

Provides tours of the site and represents Chrysalis to area stakeholders. Builds and maintains relationships with funders, various partner agencies, volunteers, and service providers.

Conducts client outreach and recruitment to meet target number of clients served.

Identifies and assists in the recruitment, training and support of volunteers and employers, working closely with site Program Coordinator, in order to accomplish program goals and objectives.

Manages relationships with employers, donors, Board members, and possible IE Advisory Council.

Supports communication with key grant funders, responding to requests as needed, collaborating on the completion of regular progress reports, and maintaining strong relationships.

Develops and Oversees Achievement of Programmatic Objectives & Strategic Initiatives

Actively participates with the Client Services Leadership Team to consistently improve programs and services and support program design and evaluation efforts.

Develops content for and leads staff meetings and case conferences. Participates in department and organization-wide convenings, including content development and delivery.

Makes recommendations and participates in the implementation of projects, such as a curriculum review, to ensure that services are aligned with best practices in the field, reflect the needs of the client population, and support clients in achieving their employment goals.

Oversees resources to support clients in the job search and retention process, including developing and managing to a budget.

Key strategic thought partner for Senior Leadership Team and CS Leadership Team to develop and promote strategic initiatives.

Ensures staff utilization of electronic database systems and utilization of reports to track program statistics. Assists in the development of program reports, evaluations, and other data collection and provide both numerical and anecdotal data to meet funder requirements and other needs.

Develops annual program and outreach plans, including goals, objectives, strategies, and evaluation.

General Duties

Manages facility in partnership with administrative staff

Adheres to all Chrysalis policies and procedures

Supports the Chrysalis Mission, Vision, and Values.

Other duties as assigned

Qualifications

Interest in, experience working with, and sensitivity toward the Chrysalis client population.

Minimum 3 years in program delivery (or equivalent) and management, including staff supervision, training, and mentoring.

Demonstrated leadership abilities and/or experience motivating team members toward completion of goals.

Experience setting culture. Infectious enthusiasm for making the workplace a great place to be.

Demonstrated team player with a clear understanding of team dynamics.

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.

Ability to solve challenging operational problems and make timely decisions, often under pressure with tight and competing deadlines.

Ability and willingness to work occasional evenings and weekends.

Facility for data and statistics, including comfort with spreadsheets and database programs.

Reliable transportation to travel between meetings and sites, as needed (mileage reimbursed).