EMP+EVNSC Client Services Manager

The Salvation Army Southern California•Everett, WA

17d•Onsite

About The Position

The Client Services Manager is responsible for the oversight and management of all client service delivery functions across the Everett New Start Center (EVNSC) and Everett Emergency Motel Program. This position supervises case management staff and ensures the consistent implementation of housing-focused, client-centered services designed to support individuals in achieving stability and permanent housing outcomes. Working closely with the Program Director, the Client Services Manager ensures program compliance, service quality, and performance outcomes by monitoring case management practices, supporting staff development, and utilizing data to drive continuous improvement. This role serves as the primary lead for case management operations, coordinating services across multiple sites, maintaining strong partnerships with community providers, and ensuring alignment with program goals, contractual requirements, and best practices in homeless services.

Requirements

HS Diploma or GED required
An ability to engage with diverse populations in a respectful and culturally responsive manner.
Demonstrates a commitment to the values of equity and inclusion by honoring diverse characteristics and expressions of personal identity.
Detail-oriented – attention to detail required
Self-starter
Team player
Strong use of the English language in verbal and written communication
Excellent interpersonal skills
Effective communication and telephone skills
Ability to work in a fast-paced environment and maintain poise under pressure
Customer service mindset
Proficient typing skills (60 words per minute)
Ability and willingness to keep information confidential
Ability to pass a “Protecting the Mission” background check, as required by Salvation Army Standards.
Ability to successfully complete Salvation Army child safety/vulnerable adult (“Protecting the Mission”) background/reference check procedure
Basic mathematical skills (addition, subtraction, division, & multiplication)
Willingness to abide by the Salvation Army’s drug and alcohol policy.
Proficient in Microsoft Word and Excel
Knowledge of the use of the email program - Outlook
Working knowledge of integrated database applications and ability to use new software programs with basic training.
Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis
Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead
Ability to operate a telephone
Ability to operate a desktop or laptop computer
Ability to lift up to 45lbs
Ability to access and produce information from a computer
Ability to interpret and understand written instructions

Nice To Haves

College degree preferred or equivalent experience in human services, social services, or related field
Two years of experience supervising staff in a human services or social services setting preferred
Experience in case management, housing services, or a related field preferred
Experience with HMIS or similar data systems preferred
General accounting and bookkeeping knowledge
Strong analytical and research skills
Microsoft PowerPoint is helpful

Responsibilities

Provide direct supervision and leadership to case management staff across EVNSC and the Emergency Motel Program, including hiring, training, performance management, and professional development.
Oversee and ensure the consistent implementation of housing-focused, client-centered case management practices, including assessment, service planning, and housing navigation.
Establish and monitor performance expectations for case management staff, including outcomes related to permanent housing placement, length of stay, income growth, and service engagement.
Conduct regular supervision meetings, case conferencing, and file reviews to ensure quality, consistency, and adherence to program standards and documentation requirements.
Ensure that individualized service plans are developed collaboratively with clients, regularly updated, and aligned with client goals and housing outcomes.
Monitor and ensure the accuracy, timeliness, and completeness of all client documentation and data entry, including HMIS and other required reporting systems.
Utilize program data and performance metrics to evaluate service effectiveness, identify trends, and implement continuous quality improvement strategies.
Coordinate client service delivery across multiple program sites to ensure consistency, appropriate resource allocation, and alignment with program goals.
Collaborate closely with Site Manager and operations staff to address client needs, behavioral concerns, and overall program coordination while maintaining clear roles between operations and service delivery.
Maintain proactive relationships with community partners, including housing providers, behavioral health providers, and other service organizations, to support client referrals and housing placement.
Ensure clients are connected to appropriate external services, including healthcare, behavioral health, employment, and public benefits.
Participate in grant and contract activities, including supporting data collection, reporting requirements, and compliance with program standards.
Maintain communication with Program Director regarding program performance, client trends, staffing needs, compliance issues, and partnership opportunities.
Support development and implementation of staff training related to case management practices, documentation standards, and service delivery models.
Respond to escalated client situations and provide guidance to staff in managing complex cases, crisis situations, and service barriers.
Represent The Salvation Army and its programs to community partners, funders, and stakeholders in a professional and positive manner.
Generate reports and maintain records as required to support program operations, compliance, and evaluation.
Ensure compliance with Salvation Army policies and procedures, as well as contractual, regulatory, and funding requirements.
Participate in staff meetings and collaborate with program leadership to support overall program success.
Prepare general correspondence and perform administrative functions as requested.
Perform other job-related duties as assigned by the Director.

Benefits

paid holidays
vacation time
sick time
medical, vision, and dental insurance
Low bi-weekly premiums for employee-only coverage
Kaiser HMO for those residing in a Kaiser service area
Anthem EPO/PPO is available for those residing outside a Kaiser service area.
Voluntary +1 and +family coverage at additional cost.
Delta Dental DHMO and DPPO dental insurance are offered.
An employer-paid life insurance policy covers employees.
Voluntary supplemental life, short-term and long-term disability plans are available.
Employer-funded Money Purchase Pension Plan (Defined Contribution Plan) 50% vested at five years eligible service time.
employee-funded voluntary 403(b) option.
40 hours of Paid Leave for qualifying events.
12 days of Sick Leave annually accruing from day one, eligible for use after three months’ service time.
Two weeks annually, accruing from day one, for non-exempt positions.
Four weeks annually, accruing from day one, for exempt positions.
Accrued vacation is eligible for use after six months’ service time.
13 designated holidays + 1 floating holiday per year