What are the responsibilities and job description for the Director of Client Services position at Feeding South Florida, Inc.?
POSITION OVERVIEW
The Director of Client Services (DCS) is responsible for the planning, design, implementation, and management of all FSF direct-service programming that helps moves our clients from dependency to self-sufficiency. This position plays a pivotal role in ensuring that FSF’s Client Services initiatives including Benefits Outreach, Client Services Call Center, Client Case Management, Client Choice Pantries, and Workforce Training Program are efficient, effective, and match the needs of our client population. The DCS will formulate and execute strategies aimed at implementing, strengthening, and developing the Client Services portfolio. In addition, the DCS will provide supervision and professional guidance to the Client Services team to ensure the collective achievement of annual goals linked to community need.
Salary: $85,000 - $100,000
POSITION RESPONSIBILITIES
Leadership Strategy
Working alongside the President and CEO, develop, cultivate, and foster organization values and connect them to the work of the department.
Manage Client Services team to support the development and execution of the Client Services strategy.
Ensure client services are targeted to communities of highest need and avoid duplication of services.
Promote a culture of high-performance and continuous improvement that values learning and a commitment to quality.
Mentor and develop staff using a supportive and collaborative approach on a consistent basis.
Establish and monitor staff performance, accountabilities, objectives, and priorities and conduct regular performance evaluations.
Represent FSF to community groups and events through networking and speaking engagements as needed.
Handle complaints professionally, working to find mutually beneficial solutions to problems and challenges.
Program Development
Conduct and analyze evaluations to assess community needs and service impact – develop evaluation tools to measure impact and sustainability of client services, develop recommendations and strategies to resolve issues and enhance performance, implement strategies and measure impact on desired results.
Oversee curriculum development, implementation, and evaluation of workforce training program.
Collaborate with community stakeholders to understand areas of need, develop program referral networks, and solidify workforce training and job placement partnerships.
Assess client needs and program outcomes by collecting and analyzing survey data, and other local quantitative and qualitative data.
Plan, develop, and implement new programs as appropriate.
Program Implementation
Oversees client intake/pre-screening, case management services, and benefits application assistance at FSF facility, community partner sites, and through Client Services Call Center.
Assists with the development of forms, manuals, brochures, and education materials as necessary.
Participates in the implementation of client recruitment, community awareness, and overall organizing marketing campaigns.
Clearly documents, analyzes, and reports on program activities, outputs, and outcomes for all internal documents, grant reports, and audits. This includes the tracking of participating clients and program partners.
Working with appropriate departments to gather, analyze and report financial and program data and stories for publications, grant applications and grant accountability.
POSITION QUALIFICATIONS
Bachelor’s Degree in social work, public health, or a related field required. Master’s degree preferred.
Minimum of ten years’ experience in the nonprofit field working with social services agencies and managing programs.
Minimum of seven years’ experience managing, developing, motivating, and coaching high-performing teams
Minimum three years’ management experience of caseworkers or other positions that work directly with at-risk populations.
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 perform analysis and planning; develop creative solutions and/or alternatives related to client services operations; collaborate and build consensus.
Exceptional organizational and time management skills and the ability to work with multiple tasks in an accurate and timely manner.
Knowledge of organizational development principles and practices.
Maturity and leadership-building skills with the ability to serve as a unifying force.
Fantastic customer service ethic and high expectations for quality.
Excellent technology skills including Microsoft Office Suite
Proven ability to develop and execute strategic plans within an organization structure.
Strong relationship-building skills.
Out-of-the-box thinker with big ideas and a desire to achieve bold goals.
Commitment to FSF’s vision, mission, values, and those we serve.
Bi-lingual (English/Spanish or English/Creole)
Working alongside the CEO, develop, cultivate and foster organization values and connect them to the work of the department.
Manage Client Services team to support the development and execution of the Client Services strategy.
Ensure client services are targeted to communities of highest need and avoid duplication of services.
Promote a culture of high-performance and continuous improvement that values learning and a commitment to quality.
Mentor and develop staff using a supportive and collaborative approach on a consistent basis.
Establish and monitor staff performance, accountabilities, objectives, and priorities and conduct regular performance evaluations.
Represent FSF to community groups and events through networking and speaking engagements as needed.
Handle complaints professionally, working to find mutually beneficial solutions to problems and challenges.
Conduct and analyze evaluations to assess community needs and service impact – develop evaluation tools to measure impact and sustainability of client services, develop recommendations and strategies to resolve issues and enhance performance, implement strategies, and measure impact on desired results.
Oversee curriculum development, implementation, and evaluation of workforce training program.
Collaborate with community stakeholders to understand areas of need, develop program referral networks, and solidify workforce training and job placement partnerships.
Assess client needs and program outcomes by collecting and analyzing survey data, and other local quantitative and qualitative data.
Plan, develop, and implement new programs as appropriate.
Oversees client intake/pre-screening, case management services, and benefits application assistance at FSF facility, community partner sites, and through Client Services Call Center.
Assists with the development of forms, manuals, brochures, and education materials as necessary.
Participates in the implementation of client recruitment, community awareness, and overall organizing marketing campaigns.
Clearly documents, analyzes, and reports on program activities, outputs, and outcomes for all internal documents, grant reports, and audits. This includes the tracking of participating clients and program partners.
Working with appropriate departments to gather, analyze and report financial and program data and stories for publications, grant applications and grant accountability.
Must be able to pass a level 2 background for program requirements.
PHYSICAL DEMANDS & WORKING CONDITIONS
Hours of Operation: Although organization hours are Monday-Friday, 8:00 a.m. – 5:00 p.m., this Leadership Level position will work closer to 50-60 hours per week, especially during peak times. After-hours business work is required occasionally throughout the year.
Environment: This position works in a typical office setting. There may be extended periods of sitting, standing and/or bending; listening, talking and/or visual concentration; writing and/or computer use. Occasional work will occur in the warehouse or outside in inclement weather. The noise in the work environment is usually moderate to loud.
Travel: FSF serves four counties so there is often same-day travel between the counties, using a personal vehicle, and occasional out of town travel for meetings, conferences, or special events.
OSHA Standards Lifting requirements are 50 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.
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.
Equal Opportunity Employer/Drug-Free Workplace/ADA Compliant
Salary : $85,000 - $100,000
