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Client Services Manager

Website Palomar

Client Services Manager

We’re seeking a Client Services Manager to join our Direct Services team. We envision an Oklahoma City free from violence, where everyone feels safe and secure. As the client services manager,  you will be vital in ensuring survivors’ needs are met through a trauma-informed and hospitality-first approach. You can expect to work directly with survivors, interns, and over 40 partner agencies. Your work will positively impact survivors of child abuse, elder abuse, trafficking, domestic violence, stalking, and harassment. As a Client Services Manager, you will lead a team while ensuring clients are served efficiently and effectively within the scope of Palomar’s core values: empowerment, collaboration, and compassion.

Palomar’s Mission
Our mission is to provide protection, hope, and healing. We are a welcoming community that empowers and supports survivors through comprehensive, holistic services focusing on the whole person.  Our collaborative, comprehensive approach creates a safe space where we use strength-based approaches to break the cycle of violence and create pathways to hope for those in our community.

Your mission is to:

  • Supervise a team of Navigators or Case Managers providing direct services to clients
  • Support your team in providing a positive survivor-driven experience and connect them with the appropriate resources on-site and beyond
  • Assist with the implementation and ongoing improvement of new hire training as well as continued annual training
  • Ensure Palomar’s policies, procedures, and core values are upheld
  • Provide walk-in coverage as a backup to client navigators
  • Co-coordinate the direct services team schedule on a monthly and daily basis to ensure adequate coverage
  • Facilitate weekly team meetings
  • Conduct weekly 1:1 meetings with direct reports
  • Coordinate daily team huddles to ensure there are appropriate breaks, coverage, admin time, and training
  • Conduct debriefing sessions with team members as needed
  • Attend biweekly management meetings and quarterly HRT Meetings
  • Stay informed of the latest client trends, challenges, and gaps, as well as conduct ongoing process improvement alongside the director of client services
  • Conduct monthly reporting and documentation spot checks to ensure high quality of work
  • Support the leadership team and Palomar’s Strategic Planning Goals with special projects as needed
  • Collaborate with the Director of Client Services to create and maintain a trauma-informed environment, ensuring that staff & volunteers receive ongoing support & training on strategies for providing trauma-informed services
  • Assist Director of Client Services in developing and implementing holistic healing programming for clients as needed
  • Perform all the functions of a client navigator or case manager in their absence, as needed, and in emergency situations
  • Perform other relevant tasks to support the Direct Services Team as needed.

This role will give you an opportunity to:

  • Ensure victims are receiving the highest quality assistance possible
  • Contribute to the leadership of a young and growing organization
  • Be an impactful member of the team spearheading the future of victim services
  • Attend Management Training and 1:1 Coaching Sessions
  • Manage employee performance by giving feedback on job performance, identifying training needs, and ensuring that employees meet performance expectations
  • Providing support to team members by resolving conflict, managing stressors in the workplace, and advocating for team members when needed
  • Obtain hands-on experience resolving first-time or unusual problems

A bit about you:

  • You place survivors first
  • You’re passionate about creating a community of hope and healing for survivors
  • You’re able to set appropriate professional boundaries
  • You’re self-motivated
  • You’re experienced in creative problem-solving
  • You are able to assist in crisis intervention
  • You’re a good communicator. You’ve got excellent verbal and written English skills.
  • You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization.
  • You get it done. You have a track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances.
  • You are comfortable with handling conflict
  • You thrive in a fast-paced environment and can manage stressful situations
  • You know how to stay organized and manage your time effectively
  • You know how to establish effective working relationships with supervisors, employees, onsite and offsite partners, volunteers, universities, and the general public;
  • You have previous knowledge of crime victims’ rights, resources, and best practice interventions
  • You demonstrate sensitivity and awareness to cultural and ethnic differences.
  • You have a bachelor’s degree and at least one year of experience in the field of victim services or equivalent work experience

Key benefits:

  • Prioritize your well-being with 100% employer-sponsored services, including:
  • Medical, dental & vision
  • Mental health services
  • Gym membership
  • Retirement plan with up to 3% employer match
  • 19 PTO days accrued (increases after two years of employment)
  • 12 paid holidays and two self-care days
  • Monthly engagement activities
  • Pet-friendly offices
  • Public service loan forgiveness
  • Ongoing professional development opportunities
  • Be a part of a growing agency with a new state-of-the-art Maps 4 building

To apply, please e-mail a resume and cover letter to [email protected]

To apply for this job email your details to susan.nalley@palomarokc.org