Client Services Manager

JOB DESCRIPTION:
The Client Services Manager is a strategic member of the Executive Director’s Team, working to meet the objectives set by the Board of Trustees.

The Client Services Manager is responsible for planning, directing, implementing, evaluating and coordinating client service activities. Oversees the program policies regarding participant involvement, program and regulatory requirements. The Client Services Manager reports directly to the Executive Director and manages the case manager(s) and Intake Specialist. This is a year-round full-time position based in Meals on Wheels’ Administrative office.

JOB DUTIES & RESPONSBILITIES:

Understand and participate in meeting the strategic goals and objectives set by the Board of Trustees and the Executive Director.

Know the financial goals for the area of responsibility, monitor expenses and prepare information and reports.

Review any proposed legislation, regulations or rule changes to determine how services could be impacted.

Use business and management principles in planning, resource allocation and production methods for client services department.

Determine a method to validate that all resources are used effectively and efficiently.

Evaluate all aspects of client services to ensure effectiveness and recommend/implement/monitor changes as needed

Coordinate staff by directing activities and evaluating the performance of staff

Conduct regular 1:1 meetings with staff using the WIN meeting template

Have knowledge of, train and monitor compliance with all safety and regulatory requirements

Understand the principles and processes for providing services to the individuals served by Meals on Wheels North Central Texas

Recognize the inherent dignity of each client/participant served and preserve his/her right to confidentiality and respect

Determine organizational policies regarding issues such as participant eligibility, program requirements and program benefits and remain compliant with eligibility and program requirements from funders (HHSC, AAA, grants)

Recognize, pursue and manage outreach opportunities to expand services to reach organizational strategic goals

Recognize, pursue and manage client programs, e.g., AniMeals, Friendly Visitor, Nutritional Supplements, holidays, special projects, etc. based on organizational priorities and client needs.

Assist in communication and resolution in relation to meal delivery service interruption, not-at-home, family concerns, grievances, etc.

Oversee the day-to-day activities of team members and clients, resolving issues and complaints from clients, and when necessary, meeting with clients personally to resolve any problems and establish a long-lasting relationship

Develop and maintain relationships with referral partners, health care organizations, social services, and others and ensure that resources and referrals are readily understood, current, and available for client services staff.

Assist in communication of client and family services available through Area Agency on Aging (AAA), Health and Humans Services Commission (HHSC), and Aging and Disability Resource Center (ADRC), etc.

Manage Daily Client Services Operations

Approve new client applications to ensure appropriate funding and the accuracy of all information

Maintain the client services workflow by prioritizing client management, referral lists, waiting lists, assessment documents, etc.

Maintain client database accuracy, confidentiality and client information data

Track all intakes, assessments, long holds, termination and other client statuses

Oversee production and mailing of new client welcome packets, client menus, and other communication pieces to clients, caregivers, etc.

Develop and conduct training on processes, policies and procedures for the department and maintain records of training

Participate in training and staff development

And other duties when needs arise

As needed, fill in as Logistics relief for home delivered meal service: driving and delivering meals, packing side food items, washing fleet vehicle, and receiving/storing weekly food deliveries. Approximate time estimate: 15-20%

Participate on assigned team of facility cleaning

QUALIFICATIONS:

Bachelor's Degree in Social work or related field

Three to five years’ experience in the area of process and staff management, preferably in an elder care or social services setting.

Experience working with seniors and/or people with disabilities preferred

Proven passion to uphold and support the mission of Meals on Wheels

Detail-oriented, organized, self-motivated, and hard working with record of completing assignments

Ability to work well both independently and in conjunction with others

Professional yet approachable in dress and demeanor

Coachable and open to ongoing professional development

Clear communicator in written and spoken word

Proficient in Microsoft Office (Word, Excel and Outlook)

Prior experience and/or willingness to learn necessary software including ServTracker

Comfortable working with and addressing culturally and ethnically diverse staff, volunteers, senior adults, and community groups

Physical & Cognitive Demands
This position is generally set in a comfortable office environment, however, it may occasionally require outside of office work. It requires seeing, hearing, sitting and walking on a daily basis. It may require bending and lifting 25 pounds on an infrequent basis. Donor/client/volunteer field work may occur during or after business hours and it requires talking, writing, driving in inclement weather, walking on uneven surfaces and standing for upwards of 30 minutes straight, depending on the situation.

About Meals On Wheels North Central Texas
Meals on Wheels North Central Texas is a community-based organization focused on helping homebound elderly and disabled persons remain independent and healthy in their homes by providing nourishing meals, a friendly visit, and a safety check. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

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