Jun 12, 2019

Program Manager, Client Services

  • Chrysalis
  • Downtown Los Angeles, Los Angeles, CA, USA
Programs Homelessness

Job Description

The Program Manager, Client Services (PM) is a caring and empathetic leader who takes pride in delivering best-in-class services to staff and clients, motivating a team to achieve ambitious goals, and thrives in being a part of a growing organization.  As part of the management team, the PM models and supports staff in delivering high-quality employment services to the hundreds of homeless and low-income individuals who come through our doors every day.

The PM is responsible for managing part of the day-to-day operations and building, leading, managing, mentoring and coaching other team members; establishing best practices; and managing and delivering complex programs. The ideal candidate will demonstrate a sense of urgency, commitment to quality, and a high level of emotional and professional intelligence and personal and team accountability for all deliverables, communications, and overall performance.


Duties and responsibilities to include, but not limited to:

Train, Mentor & Manage Staff to Deliver Exceptional Services

  • Manage growing team consisting of Employment Specialists, who function as our clients’ primary case manager, and other staff who are in front-line, direct service, roles.
  • Support staff in focusing on program metrics and outcomes and support site in reaching team goals.  Actively utilize various program reports and tools to help staff manage caseloads.
  • Track and monitor program data. Analyze trends of client service delivery use. Help create data informed annual goals for the site.
  • Meet with staff regularly to discuss data, provide training and support engagement and professional development. 
  • Provide support and guidance on how to address difficult client situations, frequently delivering direct services to clients in difficult situations.
  • Provide support in onboarding new team member across the organization.

 Foster Strong Client, Colleague, and Partner Relationships

  • Address time-sensitive client issues, including de-escalation, conflict management and mediation, supporting staff in maintaining a safe workplace.
  • Participate in committees and working groups in support of organization’s Strategic Plan.
  • Act as liaison for in-house partners, such as the On-Site Counselor and Legal Aid Fellows.
  • Represent Chrysalis to stakeholders, including providing site tours, attending outreach events & community meetings, and delivering presentations.
  • In coordination with Site Director and management team, provide support around various administrative responsibilities, quality assurance, training staff about Service Point or other tasks, preparing reports such as the SHORE report, etc.
  • Support interaction and communication with Chrysalis Enterprises (CE), including helping to manage special projects and grants.
  • Coordinate regular collection of client success stories and serve as liaison with Development & Communications Department to identify timely and relevant client stories/speakers.
  • Meet with clients and staff to mediate and resolve client grievances, and create appropriate and relevant restorative plans for CE workers.
  • Provide back-up support for services across the organization, including leading classes, conducting one-on-one interview/resume services, and meeting with clients as part of transitional employment program requirements.


Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives

  • Actively participate with the Client Services management team to consistently improve programs and services and support program design and evaluation efforts.
  • Develop content for and lead staff meetings and case conferences. Participate in department and organization-wide convenings, including content development and delivery.
  • Make recommendations and participate in the implementation of projects, such as a curriculum review, to ensure that services are aligned with best practices in the field, reflect the needs of the client population, and support clients in achieving their employment goals.
  • Shadow staff delivery of services on a regular basis, providing support and ensuring consistent delivery of the program.
  • Oversee, including monitoring budget allocations, resources to support clients in the job search and retention process.

General Duties

  • Adhere to all Chrysalis policies and procedures.
  • Support the Chrysalis Mission and adhere to the Chrysalis Code of Ethics.
  • Other duties as assigned.

Job Skills & Qualifications:

  • Interest in, experience working with, and sensitivity toward the Chrysalis client population.
  • Bachelor’s degree or equivalent experience required.
  • Minimum 3-5 years’ experience in social service work or related field, including management experience.
  • Bilingual (English and Spanish) preferred. 
  • Excellent verbal, written, communication, organization and time management skills.
  • Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients.
  • Exceptional customer service and interpersonal skills, including the ability to use tact and diplomacy in all interactions.
  • Facility for data and statistics, including comfort with spreadsheets and database programs.
  • Demonstrated team player with a clear understanding of team dynamics.
  • High level of proficiency in online research and software applications including: Microsoft Office Suite and Internet required. Previous experience in case management database program(s) preferred. Willingness to learn new computer applications. ,
  • Thrive in high-paced, demanding environment.
  • Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.
  • Car, valid driver’s license and insurance required.
  • Ability to lift 25 pounds.

This is an exciting position in a fast-paced organization. We offer a highly competitive benefits package that includes Medical, Dental, Vision, Life, Short, and Long Term Disability, Flexible Spending Accounts, Parking/Transit Accounts, paid time off, paid holidays, and more.

Chrysalis encourages employment applications from people who are representative of the culturally and ethnically diverse communities Chrysalis serves. Chrysalis is an Equal Opportunity Employer.

No phone calls or drop-ins regarding this position please. Applications without a cover letter will not be considered.

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