Director of Client Services-Dallas

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 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 a key managerial position responsible for assuring the delivery of critical services to veteran families experiencing homelessness and those “at-risk” of becoming homeless if not for the intervention provided by the Support Services for Veteran Families (SSVF) program. The Director will be responsible for implementing and guiding a “housing-first” model that requires focused effort on stabilizing veteran families residing in permanent housing but in jeopardy of becoming homeless and homeless veteran families that are in need of placement in permanent housing affordable and suitable to the family. The Director must assure that all SSVF and RRH personnel including Case Managers, Housing Coordinators, Health Care Navigators, Outreach/Follow-up Specialist, and Intake/Certification Specialist involved in direct delivery of services are coordinated in their work efforts, assuring non-duplication of services, and the quality and compliance of the applicable goals of each program are sustained. In the pursuit of achieving maximum benefit for the clients, the Director must effectively manage personnel, effectively use training resources, perform as the authority on the elements and details of each individual contract assigned, and mentor and train each individual staff member as may be required.

Additionally, the Director of Client Services is expected participate as ombudsman for the client services in the planning process, be accountable for the submission of all pertinent reports on client services and meeting the program goals, and the review and be accountable for all service personnel and their individual performance measures.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

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 work flow 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. Carries 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.
• Must understand the nuances of the veterans’ community and are expected to always demonstrate sensitivity and patience with the clients.
• Maintain 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

• Typing
• Ability in building and strengthening teams
• Ability to make independent decisions in coordination with program and service objectives
• Computer literate and utilizing Word, Excel, Access, PowerPoint, and Outlook
• Good understanding of the multitude of problems faced by applicants
• Professional and productive demeanor, as well as ensuring that actions are supportive of others.
• Must be able to effectively communicate verbally and in writing.
• Must be able to speak before groups when necessary

EDUCATION REQUIREMENTS

• Preferred applicants will have a Master’s Degree in Management, Business Administration, Public Administration or other field of endeavor with emphasis on management of personnel and/or business/program operations, and at least 5 years of experience in a responsible management position.
• At a minimum, candidates are preferred to possess a Bachelor’s Degree in one of the fields above or a related field in the endeavors of this program which could include Social Work, Counseling, or others, provided that they present experience of at least five (5) years of management in related work arenas that served low-income individuals, veterans, or the delivery of social services, housing, employment and training, or benefits and entitlements.
• Preference will also be made for individuals with veteran status, due to the nature of the program that calls for common experiences of the military transition to civilian life, knowledge of veterans’ benefits, and the general sensitivity and understanding of the veterans’ community.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must have access to reliable transportation
• Must have a current Texas driver’s license at all times
• Must have applicable automobile liability insurance at all times
• All personnel of the organization must be bondable
• Must pass drug testing and background check

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.

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

• Retirement Program
  • 6% Employer matching (after 1 yr. anniversary)
• $500 monthly allowance company-provided for:
  • Dental insurance
  • Health insurance
  • Vision insurance
• 12 hours (monthly) of PTO (after completed probationary period)
• Employer provided life insurance
• 5% salary increase after completing probationary period
• 14 paid holidays
• Start pay is $66,150 (5% merit increase at successful completion of 6-month probationary period)

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.