Director of Client Experience and Support

Cabrini Green Legal Aid • Chicago, IL

411d • $94,000 - $104,000 • Remote

About The Position

The Director of Client Experience & Support at Cabrini Green Legal Aid (CGLA) is a pivotal leadership role aimed at enhancing the client journey from initial contact through case resolution. This position involves leading a team responsible for intake operations and client services, ensuring that CGLA's mission and holistic service model are upheld. The Director will collaborate across departments to develop client-centered policies and improve service delivery, focusing on equity and empowerment for clients impacted by the criminal legal system.

Requirements

• Master's degree in social work (MSW), human services, public administration (MPA), or a related field required.
• Juris Doctorate (JD) or Licensed Clinical Social Worker (LCSW) preferred.
• Minimum of seven (7) years of experience in a client services, support, or advocacy role.
• At least three (3) years in a management or leadership capacity.
• Experience in legal services, social services, public defense, or a nonprofit organization is a plus.

Nice To Haves

• Experience working with low-income individuals and/or marginalized groups.
• Experience with legal or case management software.
• Bilingual (Spanish/English).
• Strong understanding of the criminal legal system and social justice issues.
• Ability to coordinate multi-disciplinary services and work with diverse populations.
• Excellent interpersonal, communication, crisis intervention, and conflict resolution skills.
• Proven experience in program development, evaluation, and reporting.

Responsibilities

• Provide leadership and supervision for client intake and support functions.
• Collaborate with Legal Programs and Policy/Advocacy efforts to implement CGLA's interdisciplinary model.
• Expand services and resources available to clients by working with external service providers.
• Contribute vision and data for grant applications and reports in collaboration with Legal, Development, and Finance teams.
• Attend CGLA Board meetings and serve on committees as appropriate.
• Develop and maintain client service standards to ensure a supportive experience.
• Measure the impact of client services through various assessment methods.
• Oversee client service goal-setting and reporting for grant applications.
• Represent the voice of the client in cross-departmental initiatives.
• Provide leadership and accountability for direct reports, engaging in conflict resolution as necessary.
• Manage program onboarding and hiring processes for the department.
• Lead and supervise a team of client experience and support staff, providing training and mentorship.
• Ensure compliance with legal, ethical, and regulatory requirements related to client services.
• Prepare reports and presentations highlighting program achievements and challenges.
• Collaborate with the Executive Director to create and implement the annual department budget.

Benefits

• 403(b) matching
• Health savings account
• Paid holidays
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• Employee discount
• Life insurance
• Retirement plan
• Pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Social Assistance
• Education Level: Master's degree