Chief Client Services Officer (48216)

The Family Place•Dallas, TX

4d•Onsite

About The Position

The Chief Residential Services Officer (CRSO) provides executive leadership and strategic direction for all residential services at The Family Place, including intake hotline and shelter-based programs. As a key member of the Executive Leadership Team, the CRSO ensures that the organization delivers safe, trauma-informed, and client-centered services that empower survivors of domestic violence to achieve long-term safety and stability. This role was previously part of a broader Chief Programs Officer position. By reverting to a focused executive leadership role, The Family Place is creating a stronger structure that enhances both the client and employee experience—allowing for sharper strategy, greater integration with operations, and improved real-time responsiveness to client needs.

Requirements

Master’s degree in social work, counseling, nonprofit management, or related field preferred.
10+ years of progressive leadership experience in human services or residential/shelter programs, with at least 5 years at a senior leadership or executive level.
Strong knowledge of trauma-informed care, crisis intervention, and best practices in residential services.
Demonstrated success in strategic planning, program innovation, and outcomes-based leadership.
Proven ability to build collaborative relationships across executive teams, boards, funders, and community partners.
Exceptional communication and executive presence, with the ability to inspire staff and represent the organization externally.

Responsibilities

Strategic Leadership
Provide vision, strategy, and long-range planning for all residential services, ensuring alignment with The Family Place mission.
Innovate service models to meet evolving client needs and emerging best practices in trauma-informed care
Anticipate trends in domestic violence services and position The Family Place as a leader in residential programming.
Operational Oversight & Collaboration
Oversee the hotline intake process, ensuring seamless and trauma-informed client entry into services.
Direct real-time bed placement and resource allocation to meet urgent client safety needs.
Partner with the COO to ensure shelter operations—including facilities, security, and supplies—support optimal client care.
Develop systems that improve coordination among residential assistants, case managers, shelter and program leaders.
Program Excellence & Client Experience
Ensure excellence across all residential programs—from hotline intake through shelter stay—delivering a coordinated, client-centered experience.
Establish standards of practice and accountability for residential staff and program leaders.
Use data and evaluation to measure outcomes and drive continuous improvement.
Compliance & Grants Oversight
Oversee compliance with all regulatory, licensing, and funder requirements related to residential services.
Partner with the Grant Administrator to ensure accurate reporting and stewardship of program resources.
Represent residential programs to funders and community stakeholders as needed.
Executive Team Leadership
Serve as a member of the Executive Leadership Team, contributing to overall agency strategy, culture, and performance.
Lead, mentor, and develop senior program leaders overseeing residential staff and services.
Foster a culture of accountability, equity, and empowerment across campus programs.