Colorado Nonprofit Association

Client Services Manager

 Job Description

Position: Client Services Manager
Classification: Exempt
Reports to: Director of Client Services

Position Summary:
The Client Services Manager coordinates the agency’s case management, referral, and financial assistance services for clients within the 25 counties of Southern Colorado. The Manager is responsible for maintaining the principles and standards for Ryan White Part B funds, as set forth by Human Resources and Services Administration (HRSA), Colorado Department of Public Health and Environment (CDPHE), and Colorado Health Network (CHN). The Manager provides daily support and supervision to Medical Case Managers, Critical Event/Lead Case Manager, Food Bank Coordinator and support staff. The Manager is also responsible for building and maintaining relationships with community partners and funders.   

Essential Job Functions:
Works with the Director of Client Services to provide all aspects of program development and administration including;
o Program visioning, planning and evaluation;
o Problem/issue identification, analysis, research and resolution following Quality Improvement guidelines;
o Budget development and monitoring;
o Programmatic reporting and record keeping
Provide supervision, training, and support for all program employees
Maintain and nurture relationships with key funders, policymakers, supporters, and community influencers related to client services
Provide guidance for and work closely with the Client Advisory Board
Develops an annual program Quality Improvement plan in conjunction with the Client Advisory Board, Director of Client Services, and other applicable stakeholders
Prepares timely monthly progress reports for program contracts and grants
Participate in management meetings both locally and with other department managers from across the state
Oversee special projects in the department
Ensure consistent communication with offsite employees in Pueblo. Weekly travel to Pueblo is required.
Address client concerns, complaints, and grievances appropriately
Ensure programmatic compliance with HIPAA and all related confidentiality/privacy legal requirements
Ensure programmatic and staff compliance with CHN policies and procedures
Completes supervision no less than once/month with each supervised employee
Stay up-to-date with Ryan White Standards of Care, legislation, and regulations pertaining to HIV case management
Stay up-to-date with HIV/AIDS disease and treatment issues
This list is not meant to be a comprehensive list of job duties. Other duties may be assigned.

Minimum of 3-5 years previous work experience required. Previous management experience with employee supervision preferred. Three plus years of management experience required for Level 2. Previous work experience with those living with HIV preferred. Must be able to work in a diverse setting with diverse populations, including people representative of all gender identities, races, and ethnicities, members of the LGBTQ+ community, people experiencing housing instability or houselessness, people who use substances, and people who participate in commercial and/or survival sex work. Comfortable with community outreach and coordination with external stakeholders; a positive attitude and an outgoing personality are a must! 

Bachelor’s Degree in Social Work, Human Services, Psychology, Sociology, Public Health, or a related field required. A Master’s degree is preferred. 

Software Utilized:
Experience working with basic office and database computer programs, including familiarity with Microsoft Outlook, Word, Excel, Access, SharePoint and social media outlets, required.

Knowledge, Skill and Ability:
Previous experience in the development of evidence based trainings and facilitation is highly preferred, as well as, excellent communication, client relations and management skills. The appropriate person will be highly organized and detail oriented. This position requires personal and professional accountability; self-management and initiative; dedication to quality improvement; professional integrity; research ethics, and cultural competency. Must demonstrate accuracy, efficiency and excellent organizational skills. Must demonstrate effectiveness in the following areas: task management; teamwork; time management; and communication with teams, managers, clients, and company consultants. 

Material and Equipment Directly Used:
Works with standard office equipment including computer workstations, printers, copiers, scanners and fax machines. Works with word processing software, spreadsheet applications, and presentation software. Communicates with clients and vendors using the telephone, e-mail, the Internet, and fax. Valid Colorado Driver’s License, auto insurance and reliable transportation is required. 

Physical Demands and Work Conditions:
Works in an office environment. Must travel to offsite locations. Regular weekly and monthly reimbursable travel required. Requires ability to lift up to 50 pounds of materials. Requires clear speaking ability and the ability to use a telephone for extended periods. Requires ability to view a computer screen (near acuity). Requires fingering agility for keyboarding, using a telephone, and operating general office equipment.