Program Manager, Client Services

Restore Nyc • New York, NY

18d • $75,000 - $80,000 • Hybrid

About The Position

Reporting to the Director of Client Services, the Program Manager, Client Services plays a key role in ensuring the quality, consistency, and trauma-informed delivery of Restore's case management services. This position supports program operations, documentation quality, grant compliance oversight (in partnership with the Grants & Finance Manager), and training/consultation for Counselor Advocates. The Program Manager carries a small caseload of 6-8 clients—either clinical counseling or case management—allowing the role to remain grounded in direct service needs while primarily functioning as a program manager. This is a full-time position requiring at least 35 hours per week. Typical hours are Monday-Friday, 9am-5pm (including a lunch hour), with some flexibility to accommodate organizational needs, client scheduling, or external partnership engagements.

Requirements

• Affirm the Nicene Creed and attend a Christian church
• Master's degree from accredited college or university in social work, currently an LMSW or is eligible to be licensed upon hiring
• Experience in delivering trauma-informed clinical case management and program management, including quality assurance and grant compliance
• Success in roles requiring execution of multiple tasks while responding to multiple priorities and ability to prioritize client's needs
• Can remain focused in the face of pressure, consistently delivers against timelines, energized by tasks/time limitation
• Experience working with individuals impacted by trauma and working with immigrants and/or at-risk populations
• Training in trauma-informed care, survivor-centered practices and culture-humility
• Excellent relational skills and engagement with survivors
• Advanced in technologies, organizational skills and attention to detail
• Humble, hungry, and smart in leadership roles and responsibilities
• Strongly believe and support DEI in organizational cultures and direct services
• Keen self and social awareness, well-developed self and relationship management skills
• Deep commitment to the healing and well-being of survivors of trafficking

Nice To Haves

• Seminar Training in Field Instruction (SIFI) certified
• Fluency in another language other than English is a plus

Responsibilities

• Maintain and update case management workflows, SOPs, templates, and service manuals, implementing revisions and content direction provided by the Director of Client Services.
• Monitor day-to-day case management operations to ensure workflow consistency, timeliness, trauma-informed service delivery, and adherence to Restore's program principles.
• Identify inefficiencies in case management processes and propose operational improvements to the Director of Client Services.
• Participate in the Client Services Management Team (CSMT) and contribute to operational planning from a systems and workflow perspective.
• Collaborate with Housing, Economic Empowerment, Impact & Evaluation, Institutional Giving, and Finance teams to support accurate program information sharing and ensure case management practices align with program expectations.
• Conduct regular documentation audits for accuracy, completeness, and alignment with funder requirements.
• Monitor enrollments, service logs, ISPs, and case notes in Apricot/Steadfast for consistency with program and grant expectations.
• Identify discrepancies or documentation issues and ensure timely follow-up and corrective action under the direction of the Director of Client Services.
• Support the Director of Client Services in preparing materials for site visits, monitoring, and audits.
• Deliver training to Counselor Advocates on documentation standards, case management workflows, safety planning procedures, and operational best practices.
• Support training needs identified by the Director of Client Services and reinforce trauma-informed practices within the case management team.
• Provide case consultations and advisory support to staff on complex case dynamics as appropriate to role expertise.
• Supervise MSW/MHC interns and assist with final-stage interviews for intern candidates.
• Maintain a caseload of 6-8 clients (clinical counseling or case management).
• Conduct intakes, needs assessments, ISPs, safety plans, and provide trauma-informed interventions.
• Document all client encounters within 24 hours and ensure alignment with impact measurement processes.
• Provide short-term case coverage during staff transitions, leaves, or urgent client needs.
• Represent Restore NYC in external meetings and interagency case conferences as delegated by the Director of Client Services, particularly in areas related to case coordination and resource navigation.
• Maintain and cultivate partnerships with community providers, shelters, legal partners, and healthcare organizations to support client access to resources.
• Strengthen internal and external referral pathways in collaboration with the Outreach & Intake Coordinator and other departments.

Benefits

• Restore provides a comprehensive benefits package including 401(k) matching, HSA/FSA, 15 vacation days, 4 spiritual retreat days, unlimited sick days, parental leave, flex-time policy, and major medical, vision, dental insurance, and life and disability insurance, as well as commuter benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees