Massachusetts Jobs

The Client Services Manager, in collaboration with and under the oversight of the Deputy Directors, is responsible for managing the direct services component of the Office of Housing Stability (OHS). The Client Services Manager will work to ensure that residents receive high quality services. The Client Services Manager will provide direct supervision of case management staff, other direct service staff and administrative staff, as determined by the Director. The Client Services Manager, in collaboration with the Senior Case Manager and Co-Deputy Director, shall also be responsible for development and maintenance of efficient office systems relating to client services including but not limited to intake and case assignment systems; new staff onboarding systems; client service protocols; and assisting the Deputy Director with data management. Essential Functions: The essential functions or duties listed below are intended only as illustrations of the various type of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. In collaboration with the rest of the management team and the Senior Case Manager: Onboards and supervises administrative, case management, and other direct services staff, as determined by the Director; Mentors and provides guidance to OHS staff and ensures consistency of OHS operations; Drafts performance plans and performance reviews for staff they supervise; Develops protocols for office and client services and periodically reviews them for any necessary revisions; Develops protocols for supervision and periodically reviews them for any necessary revisions; Coordinates case assignment, referrals, and supervision for building-wide or multi-household cases, such as those involving building sales or rent increases or fires, floods or other emergencies Cultivates and maintains interdepartmental and external relationships including but not limited to being a liaison to the SomerViva Office of Immigrant Affairs (SOIA), Health and Human Services and the School Department and, if time and opportunity permit, participates in, serves on, and/or coordinates relevant coalitions and committees as a representative of OHS; Provides relevant guidance to community agencies (upon request); Facilitates providing information and advice in response to inquiries about landlord/tenant issues; Assists with ongoing staff training; Works with the Co-Deputy Director to coordinate annual retreats and ongoing staff training; Represents OHS at public events as designated by the Director; Provides communications support and/or support around Solicits and/or designates OHS staff to fill in for direct services staff covering intake, walk-in duty, or e-duty, who are out due to illness, vacation, or other approved leave, and provides coverage of those roles when necessary and time allows; and Other functions assigned by the Director. Recommended Minimum Qualifications Education and Experience: Bachelor?s Degree and three to five (3-5) years of related work experience; or any equivalent combination of education, training and experience which provides the required knowledge, skills and abilities to perform the essential functions of the job. Master\'s degree in public policy, social work, business or public administration or related fields preferred but not required.