Director of Client Services

Administrative Services for Independent Agencies•Denver, CO

2d•$120,000 - $135,000•Hybrid

About The Position

The CPO is seeking an experienced, thoughtful, and service-oriented leader to serve as its Director of Client Services. This position leads the department responsible for receiving and assessing concerns, helping clients understand available options, conducting objective reviews, and identifying opportunities for improvement within Colorado’s child protection system. The Director will lead and manage an established department that handles complex, sensitive, and often urgent matters affecting children and families. Working through two mid-level managers, the Director will establish clear expectations, strengthen service practices, support sound decision-making, and ensure employees have the direction and resources needed to perform effectively. The successful candidate will balance empathy with objectivity, individual client needs with systemic responsibilities, and responsive service with consistent departmental standards.

Requirements

An undergraduate degree in human services, social work, public administration, or a closely related field and at least seven years of progressively responsible professional experience in child welfare, child protection, juvenile justice, behavioral health, or a closely related child-serving system. An equivalent combination of relevant education and experience may substitute for the degree requirement.
At least five years of professional experience involving complex case management, case oversight, case consultation, or the review and evaluation of cases involving children, youth, and families.
At least four years of progressively responsible management experience, including direct supervision of professional staff responsible for complex caseloads.
Experience managing a program, department, or significant operational area, including responsibility for staffing, workload and caseload management, performance, policies and procedures, resources, and service delivery.
Advanced knowledge of Colorado’s child protection system, including applicable laws, regulations, policies, and practices, and its intersection with state and county human services, behavioral health, juvenile justice, courts, and other child-serving systems.
Experience evaluating casework, service-delivery trends, or program operations to identify practice or systemic issues and inform operational improvements.
Experience collaborating across agencies, disciplines, or systems and communicating complex information effectively to internal and external audiences.
The demonstrated ability to exercise independent judgment, manage competing priorities, maintain confidentiality, and work effectively as a member of an organizational leadership team.

Nice To Haves

An advanced degree in social work, human services, public administration, public policy, or a closely related field.
Professional experience within Colorado’s child welfare or child protection system, including work with state or county human services agencies.
Experience supervising managers or supervisors responsible for professional staff and complex case-management operations.
Experience with independent oversight, investigations, ombudsman work, or other functions involving impartial review of government or child-serving systems.
Experience developing or overseeing quality assurance, continuous improvement, or case-review processes within a child-serving or client-services program.
Experience presenting complex program, case, or systemic information to boards, public officials, community partners, or other professional audiences.
Experience or training in conflict resolution, mediation, facilitation, or alternative dispute resolution.

Responsibilities

Establish strong working relationships with the department’s managers and employees while developing a clear understanding of its responsibilities, workflows, and service standards.
Provide effective leadership for and through two lead case analysts, creating clear accountability for employee performance, workload management, professional development, and consistent service delivery.
Evaluate departmental operations and identify practical opportunities to improve efficiency, quality, consistency, and the client experience.
Strengthen the department’s approach to complex client matters by supporting sound judgment, objective review, effective communication, and timely resolution.
Use client-service information and emerging patterns to help identify systemic concerns and inform CPO’s broader improvement efforts.
Collaborate with CPO leadership and other departments to align client services with organizational priorities, statutory responsibilities, and performance expectations.