Client Services Manager

Role Summary

The Client Services Manager owns the quality and outcomes of ĒMA's direct advocacy services - from a mom's first intake through track completion. This role ensures that Advocacy Case Managers (ACMs) have the supervision, tools, and case clarity to deliver ĒMA's model with consistency and care.

This is a translating role. The Client Services Manager takes ĒMA's program model and implements it through the ACM team with local judgment - holding the line on DCF contract standards, completion rate targets, and the practice norms that govern how moms move through the program.

Role Description

The Client Services Manager is successful when moms move through their tracks with consistency, care, and measurable outcomes - and when ACMs have the supervision and clarity to make that happen.

By the end of year one, this person will have:

• Driven the program's completion rate from 45% toward the 60% target through consistent supervision and case quality improvement.
• Built a supervision practice that ACMs experience as grounding and growth-oriented - not just compliance.
• Sustained clear, documented standards for intake, case assignment, and DCF documentation that the team actually uses.
• Created a smooth handoff process with the Membership Care Manager so moms transition out of track with continuity of support.
• Begun building toward Advocate coordination as a core part of the Client Services model.

Key Responsibilities

Program & Contract Oversight

• Hold accountability for DCF documentation standards, including 3-day and 5-day practice requirements, and for the program's completion rate targets.
• Monitor caseloads, case management practices, and service outcomes to ensure alignment with ĒMA standards and DCF contract requirements.
• Oversee intake, assessment, and case assignment processes.
• Ensure timely and accurate documentation in Trellis.
• Collaborate with the Director of Broward to evaluate service delivery effectiveness and implement improvements.

Leadership, Supervision & Staff Development

• Provide direct supervision, coaching, and performance management to ACMs and direct-report contractors.
• Facilitate regular team meetings, case consultations, and one-on-one check-ins.
• Identify training needs and provide ongoing professional development for ACMs.
• Foster a culture of trauma-informed care, family empowerment, and accountability.
• Create and maintain source-of-truth documentation for case management processes and standards.

Client Advocacy & Support

• Manage and steward a reduced case load of clients to comply with contract agreements and model case management best practices.
• Serve as a resource for complex or high-risk cases, providing guidance and direct intervention when needed.
• Ensure ACMs have clarity on how to activate and work alongside their assigned Advocates in the track.
• Ensure appropriate hospitality and financial support is in place for moms and their Advocates.

Advocate Partnership (Near-Term Coordination, Long-Term Ownership)

• Partner with the Membership Care Manager to stay aligned on how Advocates are currently coordinated and supported.
• Ensure ACMs have clarity on how to activate and work alongside their assigned Advocates in the track.
• Own the long-term integration of Advocate coordination into the Client Services team as the program matures.

Community Partners

• Activate and maintain day-to-day referral partner relationships within the network the Director of Broward has established.
• Ensure ACMs know which partners to activate for which needs and that referrals are documented accurately in Trellis.
• Flag when a partner relationship is not working in practice and escalate to the Director of Broward for resolution.
• Surface gaps in the referral network based on what moms are presenting with and bring those to the Director of Broward.

Administrative & Reporting

• Track key performance indicators, including completion rates and DCF deliverables, and prepare reports for leadership.
• Support grant compliance, audits, and program evaluations related to direct service delivery.
• Coordinate with the Internship Manager on intern placements and provide day-to-day direction to interns working within the Client Services team.

Qualifications & Skills Required

Required

• Bachelor's degree in Social Work or related field.
• Minimum 3-5 years of experience in case management, family advocacy, or social services.
• Experience with DCF-funded programs or comparable contract compliance environments.
• Strong knowledge of trauma-informed care, child welfare systems, and community resources.
• Commitment to ĒMA's mission of empowering mothers and preventing family separation.

Preferred

• Master's degree in Social Work.
• At least 3 years of supervisory or management experience.
• Experience with Trellis or similar case management platforms.