Program Manager of Client Services

Rescue Mission•Syracuse, NY

13d•$70,000 - $70,000•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. Additional Duties: This role involves supervising, coaching, and developing case management staff through effective recruitment, training, and ongoing support, while maintaining a fully staffed schedule that meets operational needs, including evenings and weekends. The Program Manager of Client Services will monitor client services to ensure excellence and implement best practices in staff training and performance evaluation. Additionally, the role includes 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 are crucial, as is fostering a safety-first culture and modeling our organizational values. Having a flexible schedule is an essential requirement of the job as well as being committed to in-person attendance.

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
Passion for the mission and vision of the organization
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
Being committed to in-person attendance

Nice To Haves

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

Responsibilities

Managing processes
Providing direct leadership and guidance to the case management team of Emergency Shelter and Day Center
Ensuring that the Emergency Shelter is operational and staffed 365 days per year
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
Overseeing expenses to achieve financial objectives
Ensuring compliance with regulatory guidelines
Maintaining confidentiality of client information
Fostering a safety-first culture
Modeling our organizational values