What are the responsibilities and job description for the Director of Client Services-Austin position at American GI Forum - NVOP?
Job Description
Job Description
About the Company
American GI Forum - National Veterans Outreach Program is a nonprofit organization. Our mission is to establish and maintain a comprehensive community service agency with a diversified funding source serving the needs of Veterans, their families, and other individuals of the community who are in need. Our goal is to establish innovative programs of service for the contemporary needs, through an expansion and growth policy that will seek complimentary services that will generate self-sustaining mechanisms for the organization.
SUMMARY
The Director of Client Services is the person primarily responsible for the overall direction, coordination, and evaluation of these units. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, and training employees; planning, assigning, and directing work; appraising performance; disciplining employees; addressing complaints and resolving problems. This person will undertake tasks required in assuring quality service delivery.
NOTE : These job duties are not all-encompassing of the responsibilities and duties (or other terms) that are required of the employee and may change at any time with or without notice.
- Establishes and monitors service goals and objectives consistent with the funding source of the programs.
- Provides quality service to participants by training Office Coordinators and Case Managers on the delivery of service and informing them of all applicable rules, regulations, and procedures.
- Establishes an activity plan and workflow system in compliance with the contract obligations of the service to the participants.
- Counsels with participants and / or Case Managers on more difficult cases to assure an effective plan of action.
- When required as case manager peak load periods, during Case Manager vacancies / absences, and assists Case managers in coordinating support services for participants.
- Follows and implements NVOP directives, policies, procedures, and assignments from the Vice President of Service Operations as they pertain to participant services.
- Actively involves himself / herself in outreach, job development, job placement, counseling, case management, and support service provision as required by the program.
- Provides supervision to program staff by working thru the Office Coordinators.
- Reviews all internal management reports and submits reports to the Vice President of Service Operations.
- Performs the final review on all forms, records, and reports required by the federal government, including the program operating plan, and the Quarterly Summary of client characteristics.
- Manages subordinate supervisors in different Worksites who supervise several employees in the Services Department. In addition, directly supervises numerous employees in the Services Department locally. Is responsible for the overall direction, coordination, and evaluation of these units. Fulfills supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, and training employees; planning, assigning, and directing work; appraising performance; disciplining employees; addressing complaints and resolving problems.
- Confidentiality of client information, donors, team members and the AGIF-NVOP. Such information is to be disclosed on a need-to-know basis only.
- Responsible for being sensitive to the needs of program participants and must always treat clients with respect and professional care.
SKILLS & COMPETENCIES :
REQUIREMENTS & QUALIFICATIONS
TRAVEL
Primarily local during business day although some out-of-area travel may be expected via airline or automobile based on the discretion of management.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
While performing the duties of this position, the employee will conduct office work, meet with clientele, and team members, and at times travel offsite to conduct business. Employee may be exposed to varying weather conditions. Employee will also be required to work in varied office and residential environment based on assigned caseload. Employee will be able to handle and de-escalate situations that may arise while at work. Employee will be required to recruit clients in traditional work environments such as job fairs and while networking at community events, as well as recruiting homeless clients where they may reside such as shelter homes, streets, and encampments.
BENEFITS
Dental insurance
6% Employer matching (after 1 year of employment; 100% vested)
It is the policy of the Company to be an Equal Opportunity Employer that protects applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training classification and other aspects of employment on the basis of race, color, religion, sex, (including pregnancy), disability, age, national origin and genetics. It’s also the policy of the Company to hire individuals solely upon the basis of their qualifications and ability to do the job to be filled. The American GI Forum National Veterans Outreach Program (NVOP) is committed to assuring equal opportunity and equal access to services, programs and activities for individuals with disabilities. It is the policy of NVOP to provide reasonable accommodation to a qualified individual with disabilities to enable such individual to perform the essential functions of the position for which the individual is applying and for which the individual is employed. Additionally, it is the policy of the NVOP to provide reasonable accommodation for religious observers. The policy applies to all employment practices and actions. It includes, but is not limited to, recruitment, job application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.
