Director of Client Services, Downtown Los Angeles

Job Summary:

The Director of Client Services is a caring and empathetic leader who takes pride in delivering best-in-class services to staff and clients, motivating a team to achieve ambitious goals, and thrives in being a part of a learning and innovative organization. As part of the management team, the Director supports staff in and models delivering high-quality employment services.

The Director plans, manages, tracks, and carries out client services in Chrysalis' Downtown Los Angeles center. The Director is responsible for the management of staff, operations, grants, volunteers, serves as the liaison to the local community stakeholders, and develops and nurtures partnerships with local agencies for the purposes of outreach and client service.

Responsibilities include:

Train, Mentor & Manage Staff to Deliver Exceptional Services

• Set clear expectations, provide training to, and hold Program Managers accountable for team performance, service delivery, and goal attainment.
• Manage through Program Managers to ensure consistent coaching, follow through, and staff accountability.
• Alongside the management team, provide oversight of administrative duties and program operations for the Downtown site.
• Support staff in focusing on program metrics and outcomes and support site in reaching grant outcomes and site level goals. Actively utilize various program reports and tools to help the Downtown Site and Team meet programmatic goals.
• Track and monitor program data. Analyze trends of client service delivery use. Help and lead the creation of data informed annual goals for the site and programs.
• Meet with staff regularly to discuss data, provide training, and support engagement and professional development.
• Provide support and guidance on how to address client situations, delivering direct services to clients experiencing high barriers or moments of escalation.
• Provide support in onboarding new team members across the organization.
• Provide support to address time-sensitive client and office needs, including de-escalation, conflict management and mediation, and coverage issues, as needed.
• Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.

Foster Strong Client, Colleague, and Partner Relationships

• Participate in committees and working groups in support of Departmental initiatives, in many cases, taking lead.
• Act as a thought partner and support for in-house partners and Chrysalis Departments, such as the Mental Health Counselor, Development and Communications, External Relations, Chrysalis Enterprises, Human Resources, Facilities, IT, and Finance.
• Represent Chrysalis to stakeholders, including providing site tours, attending outreach events & community meetings, and delivering presentations.
• Establish relationships with community leaders, employers, and other nonprofits to develop partnerships with the goal of client enrollment to meet goals and Chrysalis Enterprise needs, program enrichment and additional client resources.
• Serve as collaborator with Development & Communications department to identify grant opportunities and funding to support client resources and engagement.
• Meets regularly with Client Services Leadership Team (VP Program Operations, AVP Program Operations, and other Directors) to carry out departmental goals and determine long-range plans.

Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives

• Actively participate with the Client Services Leadership team to consistently improve programs and services and support program design and evaluation efforts.
• Develop content for and lead staff meetings and case conferences. Participate in department and organization-wide convenings, including content development and delivery.
• Make recommendations and participate in the implementation of projects, such as a curriculum review, to ensure that services are aligned with best practices in the field, reflect the needs of the client population, and support clients in achieving their employment goals.
• Develop, implement, and monitor enrichment programming (e.g., AI workshops, group job application sessions, hiring events, and resource fairs) to enhance client engagement, expand access to opportunities, and support achievement of program and placement goals.
• Meet with Management Team on regular basis, providing support and ensuring consistent delivery of the program; maintain clear records of progress toward goals and performance.
• Oversee, including monitoring budget allocations, resources to support clients in the job search process and job retention.
• Key strategic thought partner for Assistant Vice President and leadership team to promote strategic plan.
• Ensure staff utilization of electronic database systems and create reports to track program statistics. Assists in the development of program reports, evaluations, and other data collection and provides both numerical and anecdotal data to meet funder requirements and other needs.
• Develop annual program and outreach plans, including jobs goals, objectives, strategies, and evaluation. Monitors budget and implementation of the plan.
• In conjunction with the Volunteer & Program Director, Identifies and assists in the recruitment of volunteers necessary to accomplish program goals and objectives.

General Duties

• Manage facility operations in partnership with administrative staff.
• Adhere to all Chrysalis policies and procedures.
• Support the Chrysalis Mission, Vision, and Values.
• Other duties as assigned.

Job Skills & Qualifications:

• Minimum 3 years in program delivery and management, or equivalent experience, including both direct client service (preferably in case management) and staff/ volunteer supervision, training, and mentoring.
• Demonstrated leadership abilities and/or experience motivating team members toward completion of goals.
• Strong prioritization, project management, and follow-through skills, with the ability to manage multiple deadlines and competing priorities.
• Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients.
• Excellent verbal, written, communication, organization, and time management skills.
• Self-starter that routinely takes initiative and owns all responsibilities/activities under their purview. Exceptional customer service, interpersonal, and public speaking skills, including the ability to use tact and diplomacy in all interactions and to appropriately represent Chrysalis to external audiences.
• Demonstrated team player with a clear understanding of team dynamics.
• Interest in, experience working with, and sensitivity toward the Chrysalis client population
• Excellent interpersonal skills.
• Exceptional teamwork and leadership skills.
• Ability and willingness to work occasional evenings and weekends.
• Reliable transportation to travel between meetings and sites, as needed (mileage reimbursed).
• Acumen in Microsoft Suite, including Outlook, Word and Excel.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. The employee must occasionally lift and/or move up to 25 pounds.

FAIR CHANCE HIRING STATEMENT

Chrysalis is an equal opportunity employer and strongly encourages applications from all qualified individuals who share lived experience with the communities we serve. Chrysalis welcomes applicants who are formerly incarcerated and/or justice-involved; people who have experienced housing insecurity and/or economic inequity; Black, Indigenous, and people of color; persons with disabilities; ethnic and religious minorities; and members of the LGBTQ+ community.