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Job Title:  Client Services Manager

Department:  Shelter Management Team

Supervisor: Associate Director

FLSA Status: Exempt,

Hours: Full-time, M-F, 9:30am-6:00pm

Rate: Salaried: $54,080/year

Date: 2021


Job Overview


Reporting to the Associate Director of ECHO, the Client Services Manager provides direction to the Case Management programs at all ECHO locations.  Responsible for management of Case Managers, overseeing client services budgets, developing and implementing policies and procedures, participation in grants data and reporting, and coordinating and integrating services with other community and government organizations.

The Client Services Manager must be an energetic self-starter, passionate about helping unhoused individuals, have excellent communication skills, be attentive to detail and relentless in driving towards outcomes. The ideal candidate will be familiar and comfortable with unhoused individuals and will demonstrate an ability to establish trusting, hopeful relationships with these individuals. We are looking for someone who can work Monday - Friday, 9:30am – 6:00pm, with flexibility for nights, holidays, and weekends.


Essential Duties & Responsibilities


  1. Develop and maintain written policies, procedures, and programming for ECHO’s case management services.


  1. Provides leadership and oversight to program management at ECHO, including case management and outreach programs. Guides the Case Management team, keeping accessible, low-barrier services and a trauma-informed approach at the forefront of all policies and decisions.


  1. Supervises, hires, and evaluates Case Managers and program management at the Paso Robles and Atascadero shelters. Ensures that Case Managers meet their responsibilities for overseeing and serving their clients and are in compliance with policies, procedures, budgets, and laws and regulations.


  1. In coordination with ECHO, participates in community outreach meetings; assists in identification and cultivation of community resources for client services. 


  1. Works with ECHO’s Associate Director to provide ECHO with needed data, outcomes, client success stories, and reports for grants.


  1. Reviews case managers time sheets and paid time off requests. Ensure all labor laws are being followed.


  1. Attend weekly staff meetings at both the Paso Robles and Atascadero shelter locations and monthly all-team staff meetings.


  1. Oversees the development and implementation of comprehensive homeless services policies, best practices and procedure guidelines. Ensures all Case Managers are trained on policies and procedures, monitors for compliance, reviews and updates annually.   


  1. Ensures timely and accurate data management as required by funding sources, central administration and finance. Ensures reporting deadlines are met.


  1. Builds and develops positive collaborations with other agency and service providers and attends any necessary community meetings to provide updates and advise on various matters involving homelessness in North County. Advocates on behalf of key homeless issues in all suitable forums – local, regional, state, and federal.


  1. Performs other duties as assigned.


Knowledge, Skills, Talents, & Abilities


  1. Excellent oral and written communication skills and the ability to interact with all departments/levels of the organization and outside third parties in a highly professional manner.

  2. Ability to work with diverse populations including those facing challenges in the areas of mental health, domestic violence, child welfare services, aging, trauma informed care, and low barrier shelters.

  3. Excellent time-management and organizational skills with the ability to work independently and take initiative.

  4. Calm demeanor; Able to work under pressure; Able to respond to a crisis situation, health or safety issue and take appropriate and immediate action.  

  5. Able to maintain a high-level privacy and confidentiality of employees’, guests’ and clients’ information.

  6. Knowledge of universal precautions and what constitutes a medical or situational emergency.

  7. Understanding of mandated reporting laws.

  8. Must be professional, flexible, friendly, and work as a team player.

  9. Assume ownership for accomplishing assignments, requests and tasks.

  10. Intermediate knowledge of Office Suite, including WORD, EXCEL, and PowerPoint.



Education and/or Experience

  • High School Diploma/GED or equivalent experience.

  • At least 5 years’ experience working for a non-profit.


Physical Demands

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this Job, the employee is usually sedentary, and frequently required to use hands to finger, handle, or feel and talk or hear. The employee is regularly required to stand; walk; reach with hands. The employee must occasionally lift and /or move up to 10 pounds and sometimes lift and/or move up to 40 pounds.


Work Environment  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The Admin Offices are located upstairs, with only stairway access. Noise level varies from quiet office environment to very noisy shelter and dining hall. Variable work environment; work is conducted mostly indoors.


ECHO is an equal opportunity employer and does not unlawfully discriminate on the basis of race, creed, national origin, disability, sex, gender identity, marital status, age, or any other protected status covered by federal or state law.


This job description does not constitute an employment agreement between the employer and employee, and is subject to change as the needs of the employer and requirements of the job change.

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