What are the responsibilities and job description for the Director of Client Services position at Rose Andom Center?

Job Posting : Director of Client Services

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The Rose Andom Center, Colorado’s first Family Justice Center (FJC), is a survivor-centered, trauma-informed collaborative that cultivates hope for individuals and families impacted by intimate partner abuse. At the Rose Andom Center, organizations and agencies work together under one roof to provide for the needs of individuals and families affected by domestic violence.

Job Title : Director of Client Services

Status : Full Time-Exempt

Salary Range : $60,000 - $68,000, DOE

Reports to : Associate Director

Schedule : Monday – Friday, with occasional evenings or weekends

Job Summary :

The Director of Client Services provides leadership, oversight, and coaching to the direct services team, overseeing the implementation of programming to carry out the mission of the Rose Andom Center and in alignment with the family justice center model. This includes implementing organizational service changes and operational updates, in the context of cultural learning and the Rose Andom Center’s strategic direction. The Director of Client Services helps instill and cultivate a culture of collaboration among staff and Rose Andom Center partner agencies, facilitating opportunities for nurturing and sustaining those relationships, including organization of partner meetings and feedback opportunities.

The Director is responsible for providing direct supervision to the High-Risk Outreach Specialist, program interns, the Client Services Manager and support to their teams, while working closely with the Associate Director and Rose Andom Center leadership to support staff in providing best practice and responsive services across the spectrum of service delivery, from initial contact to intake, and program support, including client data, tracking mechanisms, and quality assurance.

The Director of Client Services must have strong management skills and the ability to foster collaborative relationships between staff and other service providers. The position requires the ability to represent the agency at meetings, promoting strong partnerships and collaborative relationships to facilitate better access to services for victims and survivors.

Direct Service Delivery / Supervision

Ensure culturally safe, best practice service delivery to victims, their families, and communities by :
Leading the direct services team in an agile, client-centered response to organizational change taking into account domestic violence service sector updates and reforms.
Providing trauma-informed, culturally sensitive leadership to the client services team, where all victims and survivors are respected, risk factors are mitigated, and safety is increased.
Demonstrate skills in maintaining a client-centered focus, especially in times of high demand, organizational change, and competing priorities.
Ensure direct reports are supervised and supported to fulfill their role, and foster a calm and supportive workplace culture, where feedback is given and accepted with respect.
Support access to self-care and professional development opportunities.
Provide direct services support to Navigation and Resource Advocacy as needed.

Data and Reporting

Ensure accurate VAWA compliant and trauma-informed record keeping, adhering both to program guidelines and agency goals.

Help ensure accurate tracking of victim services delivered by staff and partners, enhancing the ability to provide thorough and timely data collection for grants and other reporting requirements.

Use data analysis to inform continuous quality improvement in service delivery.

Ensure timely completion of record keeping through organizational client database.

Contribute to performance monitoring, client, and organizational reporting as needed.

Community and Collaboration

Facilitate regular meetings between partner agencies, staff, and other community agencies to maintain a quality of excellence in victim service delivery.

Provide orientation and onboarding for new staff of partner organizations.

Work with Associate Director to review, update and individualize partner MOUs on a regular (annual) basis to help ensure clear expectations and partner commitment.

In collaboration with the Associate Director and program managers, identify and coordinate training opportunities for staff and partners, as well as for ongoing staff development and cross-training among partner agencies.

In collaboration with the Client Services Manager, regularly participate in the CDVRT, develop, and implement service delivery strategies to help mitigate identified client risk and enhance organizational or systemic response.

Lead organizational development within the direct service team, including improved service development and quality improvement initiatives.

Advocate for the needs of clients and client families with Executive and Associate Directors and Rose Andom Center leadership team. Provide consultation and feedback on key issues, to ensure the needs of clients are considered. This may include, but is not limited to, additional service providers, on-site staff and partner staff, and other resources needed by clients.

Staff Management

Together with staff and Associate Director, ensure a safe work environment and compliance with Rose Andom Center policies and best practices.

In collaboration with Associate Director and Client Services Manager, develop and maintain a policy and procedures handbook, outlining process and procedures that direct care staff will utilize in carrying out their job duties in serving clients.

Lead, mentor and coach staff to promote continuous improvement, including on-the-job training / instruction and providing regular feedback and performance management.

Provide employee performance evaluations with relevant staff.

In coordination with Executive Director and senior leadership, implement staff wellness strategies that encourage stress management, self-care, staff retention, and well-being.

Job Qualifications, Knowledge, Skills, and Abilities :

Minimum of bachelor’s degree in human service-related field required; master’s degree preferred; additional related education or experience that clearly demonstrates the ability to perform the essential functions of the position may be considered;

3-5 years’ experience supervising staff, volunteers, and interns.

Prior experience or demonstrated knowledge of domestic violence dynamics, crisis intervention, trauma informed care, motivational interviewing, and available resources.

Knowledge of human service delivery systems and systems advocacy responsibilities; knowledge of the criminal justice system as it relates to domestic violence and sexual assault.

Familiarity with the family justice center model and commitment to collaboration.

Excellent communication and interpersonal skills, with the ability to prioritize and work independently, while participating as a strong collaborative team member with a culturally diverse team of staff, volunteers, and clients.

Demonstrated leadership and the ability to work with diverse stakeholders.

Highly adaptable leadership style with supportive, kind, direct feedback.

Ability to make sound decisions, exercise sound judgement and utilize flexible thinking.

Comfort working in a variety of tech platforms like Microsoft Office 365, Microsoft Teams.

Position requires the successful completion of a criminal background check and proof of relevant certifications.

Compensation and Benefits :

The Rose Andom Center offers a comprehensive benefits package with 100% employer-sponsored medical, dental, vision, and life insurance policies. Paid time off includes 12 holidays, a generous accrual of vacation and sick / wellness hours. Additionally, employees may participate in a SIMPLE IRA retirement plan with immediate vesting, employer contribution (currently 2%), and access to free personal financial advising services.

To Apply : Please email your resume and cover letter to jobs@roseandomcenter.org

The Rose Andom Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age or disability. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, compensation, and training.

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Salary : $60,000 - $68,000

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