Program Manager of Client Services

Rescue Mission•Syracuse, NY

3d•Onsite

About The Position

The Rescue Mission is seeking a Full Time Program Manager of Client Services to work in our Syracuse Emergency Shelter. The Program Manager of Client Services manages processes and provides direct leadership and guidance to the case management team of Emergency Shelter and Day Center. This position ensures that the Emergency Shelter is operational and staffed 365 days per year with customer service at the highest level towards all clients.

Requirements

Bachelor’s Degree in human services, health services or related field or equivalent work experience required.
Ability to work a flexible schedule including 2nd & 3rd shifts and weekend hours required.
Cell phone/smart phone required.
Flexibility to change.
Valid NYS Driver’s License in compliance with company driving criteria.
Two years staff management/supervisory experience required.
Strong Leadership, Communication, and Interpersonal Skills.
Organizational/time management skills.
Excellent Customer Service skills focused on the client’s needs.
Sensitivity and compassion for the homeless population.
Strong Interviewing/assessment skills.
Ability to foster and develop a team environment.
Ability to develop strong leadership skills among shift leaders.
Ability to build trust-based relationships.
Ability to problem solve and provide oversight to 2nd & 3rd shift.
Computer literate.
Ability to maintain a calm professional presence.
Ability to manage stress while being exposed to complex personalities, problems and needs.
Crisis management skills.

Nice To Haves

Master’s Degree preferred.
Prior experience working with homeless, addicted and/or mentally disabled clients desired.

Responsibilities

Supervising, coaching, and developing case management staff through effective recruitment, training, and ongoing support.
Maintaining a fully staffed schedule that meets operational needs, including evenings and weekends.
Monitoring client services to ensure excellence and implement best practices in staff training and performance evaluation.
Partnering with local agencies and attending community meetings to enhance service delivery.
Assisting in budget development, and overseeing expenses to achieve financial objectives.
Ensuring compliance with regulatory guidelines and maintaining confidentiality of client information.
Fostering a safety-first culture and modeling organizational values.