Position Summary: 

Reporting to the Deputy Director of Career Compass the Client Flow Manager  is responsible for ensuring the successful implementation of front desk and client flow procedures and protocol and provides daily management and oversight to the Service Coordinators, who act as the primary contact for all Career Compass participants, and are responsible for following the participant throughout their time in the program, follow-up services post program, and ensuring they are connected to and receiving all appropriate services. The Client Flow Manager oversees the day-to-day front desk operations ensuring participants are being serviced with the highest level of customer service. This position will be key in also ensuring that participant flow is seamless and that participants are screened appropriately when coming into the office, troubleshoot participant issues and provide guidance, coaching and support to front desk and Service Coordination staff. The candidate should have a background in case management supervision and social service, and a willingness and desire to work with at-risk and vulnerable populations, including reflect the Fedcap values of teamwork, collaboration, and innovation.

Essential Job Functions:

Front Desk & Client Flow-

Oversee operational aspects for 2 front desks including Career Compass and Youth Pathways and exhibit the level of professionalism and customer service under a philosophy of urgency, ownership, learn by doing and motivation through production. Provide oversight to Front Desk Administrative staff and ensure the highest level of customer service is provided daily. Ensure participant flow is seamless and work in collaboration with the Operations Manager to ensure participants coming in the office have completed Fedcap’s self-certification process.  Collaborate with Youth Pathways, and Career Compass program managers to keep them informed on process challenges and to implement best practices. Coordinate logistics with various Career Services staff for special events or guest visits. Work with front desk staff to de-escalate situations through customer service techniques. Perform daily troubleshooting for cross-unit operations. Monitor security cameras to ensure front desk operations are moving smoothly. Ensure that Metro Cards are distributed and tracked appropriately and accurately, and that the collection of client documentation is reviewed and distributed to the timekeeping staff timely. Motivate staff, establish, and maintain a high energy, highly accountable, team approach to getting site work completed timely and in an atmosphere that is stimulating and allows for continued growth and development.

Service Coordination- 

Provide oversight and direct supervision to the Service Coordinators, Aftercare Case Manager and Community Service Specialist, including caseload management and evaluation, and monitoring of referrals and assignments to Alternative Engagement and Community Service.  Ensure proper caseload management and distribution of cases. Provide guidance and coaching to Service Coordinators to ensure they are developing a quality service plan that includes participant short- and long-term goals. Conduct case reviews to ensure we are meeting contract requirements and always improving the quality of our work.  Work collaboratively with participants and service coordinators to determine the enrollment of services and activities based on the assessment of the participant’s employment and educational goals, preferred location of service, educational and skill levels, potential barriers, and the service coordinator's own observation.  Develop and maintain resources that address any immediate barriers that may prevent the participant from enrolling in appropriate services or activities.  Adapt recommendations and case strategy based on current understanding of participants’ perspective, background, needs, etc.  Partner with the Assessment Manager to ensure both departments are involved in the development, implementation, and monitoring of the Service Plan.  Manage the pipeline of follow-up with participants post program to monitor progress towards goals and address any potential barriers.  Ensure all administrative work such as entering information and case notes into various databases is completed accurately and timely.  Performs other related duties as assigned. This job description is not deigned to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Education and Experience:

Bachelor's degree in Human Services or related field or comparable work-related experience. At least 5 years of experience in case management or service delivery. At least 2 years of supervisory experience. Experience working with public assistance recipients, homeless, formally incarcerated, and/or those affected by the challenges associated with poverty. Excellent strategic thinking, operations, quantitative and qualitative skills. Strong communicator with excellent interpersonal skills and a command of MS Office. Ability to manage multiple tasks simultaneously and thrive in a complex, fast-paced environment with multiple priorities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.