EMP+EVNSC Client Services Manager

CORPS: Everett

POSITION TITLE: (EMP+EVNSC) Everett Emergency Motel Program and Everett New Start Center Client Services Manager

STATUS: Regular Full-time/Non-exempt

COMPENSATION: $34.62 payable bi-weekly, hourly.

SUPERVISOR: Program Director

An Internal candidate has been identified.

GENERAL STATEMENT:

The Salvation Army is a branch of the Christian Church, and the ultimate goal of all programs is spiritual regeneration of all people. The Salvation Army is an equal opportunity employer.

SCOPE OF POSITION:

The Client Services Manager is responsible for the oversight and management of all client service delivery functions across the Everett New Start Center (EVNSC) and Everett Emergency Motel Program. This position supervises case management staff and ensures the consistent implementation of housing-focused, client-centered services designed to support individuals in achieving stability and permanent housing outcomes. Working closely with the Program Director, the Client Services Manager ensures program compliance, service quality, and performance outcomes by monitoring case management practices, supporting staff development, and utilizing data to drive continuous improvement. This role serves as the primary lead for case management operations, coordinating services across multiple sites, maintaining strong partnerships with community providers, and ensuring alignment with program goals, contractual requirements, and best practices in homeless services.

DUTIES & RESPONSIBILITIES:

• Provide direct supervision and leadership to case management staff across EVNSC and the Emergency Motel Program, including hiring, training, performance management, and professional development.

• Oversee and ensure the consistent implementation of housing-focused, client-centered case management practices, including assessment, service planning, and housing navigation.

• Establish and monitor performance expectations for case management staff, including outcomes related to permanent housing placement, length of stay, income growth, and service engagement.

• Conduct regular supervision meetings, case conferencing, and file reviews to ensure quality, consistency, and adherence to program standards and documentation requirements.

• Ensure that individualized service plans are developed collaboratively with clients, regularly updated, and aligned with client goals and housing outcomes.

• Monitor and ensure the accuracy, timeliness, and completeness of all client documentation and data entry, including HMIS and other required reporting systems.

• Utilize program data and performance metrics to evaluate service effectiveness, identify trends, and implement continuous quality improvement strategies.

• Coordinate client service delivery across multiple program sites to ensure consistency, appropriate resource allocation, and alignment with program goals.

• Collaborate closely with Site Manager and operations staff to address client needs, behavioral concerns, and overall program coordination while maintaining clear roles between operations and service delivery.

• Maintain proactive relationships with community partners, including housing providers, behavioral health providers, and other service organizations, to support client referrals and housing placement.

• Ensure clients are connected to appropriate external services, including healthcare, behavioral health, employment, and public benefits.

• Participate in grant and contract activities, including supporting data collection, reporting requirements, and compliance with program standards.

• Maintain communication with Program Director regarding program performance, client trends, staffing needs, compliance issues, and partnership opportunities.

• Support development and implementation of staff training related to case management practices, documentation standards, and service delivery models.

• Respond to escalated client situations and provide guidance to staff in managing complex cases, crisis situations, and service barriers.

• Represent The Salvation Army and its programs to community partners, funders, and stakeholders in a professional and positive manner.

• Generate reports and maintain records as required to support program operations, compliance, and evaluation.

• Ensure compliance with Salvation Army policies and procedures, as well as contractual, regulatory, and funding requirements.

• Participate in staff meetings and collaborate with program leadership to support overall program success.

• Prepare general correspondence and perform administrative functions as requested.

• Perform other job-related duties as assigned by the Director.

EDUCATION & EXPERIENCE:

• College degree preferred or equivalent experience in human services, social services, or related field

• HS Diploma or GED required

• Two years of experience supervising staff in a human services or social services setting preferred

• Experience in case management, housing services, or a related field preferred

• Experience with HMIS or similar data systems preferred

REQUIRED SKILLS & ABILITIES:

• An ability to engage with diverse populations in a respectful and culturally responsive manner.

• Demonstrates a commitment to the values of equity and inclusion by honoring diverse characteristics and expressions of personal identity.

• Detail-oriented - attention to detail required

• Self-starter

• Team player

• Strong use of the English language in verbal and written communication

• Excellent interpersonal skills

• Effective communication and telephone skills

• Ability to work in a fast-paced environment and maintain poise under pressure

• Customer service mindset

• General accounting and bookkeeping knowledge

• Strong analytical and research skills

• Proficient typing skills (60 words per minute)

• Ability and willingness to keep information confidential

• Ability to pass a "Protecting the Mission" background check, as required by Salvation Army Standards.

• Ability to successfully complete Salvation Army child safety/vulnerable adult ("Protecting the Mission") background/reference check procedure

• Basic mathematical skills (addition, subtraction, division, & multiplication)

• Willingness to abide by the Salvation Army's drug and alcohol policy.

SOFTWARE-RELATED SKILLS:

1. Proficient in Microsoft Word and Excel

1. Microsoft PowerPoint is helpful

1. Knowledge of the use of the email program - Outlook

1. Working knowledge of integrated database applications and ability to use new software programs with basic training.

PHYSICAL REQUIREMENTS:

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis

• Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead

• Ability to operate a telephone

• Ability to operate a desktop or laptop computer

• Ability to lift up to 45lbs

• Ability to access and produce information from a computer

• Ability to interpret and understand written instructions

Working Conditions: Work is primarily conducted in a sheltered environment, with occasional outdoor duties. The indoor setting ensures a consistent and predictable work environment, free from the discomfort of inclement weather changes. However, some discomfort may be related to noise, dust, dirt, and similar factors. For the occasional outdoor tasks, please dress according to the weather forecast.

Work Schedule / Location: This position is located at our shelter in Everett, Washington. Upon hire, the assigned schedule will be confirmed based on operational and program needs of the shelter.

Scheduling may vary depending on the shelter operations and program coverage.

The Salvation Army reserves the right to reassign, review the job, or require that different or additional tasks be performed based on the organization's needs or when circumstances change.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position. The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

All employees recognize that The Salvation Army is a church and agree that they will do nothing as employees to undermine the Salvation Army's religious mission.

The information in this job description indicates the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory, or all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description.

The Salvation Army, an international movement, is an evangelical part of the universal Christian Church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the Gospel of Jesus Christ and to meet human needs in His name without discrimination.

A generous benefits package is included with full-time positions: paid holidays, vacation time, sick time, and medical, vision, and dental insurance.

Health Insurance: Low bi-weekly premiums for employee-only coverage, Kaiser HMO for those residing in a Kaiser service area, Anthem EPO/PPO is available for those residing outside a Kaiser service area. Voluntary +1 and +family coverage at additional cost. Delta Dental DHMO and DPPO dental insurance are offered.

Life and Voluntary Options: An employer-paid life insurance policy covers employees. Voluntary supplemental life, short-term and long-term disability plans are available.

Retirement Plans: Employer-funded Money Purchase Pension Plan (Defined Contribution Plan) 50% vested at five years eligible service time. Plus, an employee-funded voluntary 403(b) option.

Parental Leave: The benefit is 40 hours of Paid Leave for qualifying events.

Sick Leave: 12 days of Sick Leave annually accruing from day one, eligible for use after three months' service time.

Paid Vacation:

Two weeks annually, accruing from day one, for non-exempt positions.
Four weeks annually, accruing from day one, for exempt positions.
Accrued vacation is eligible for use after six months' service time.

Paid Holidays: 13 designated holidays + 1 floating holiday per year

Equal Employment Opportunity Employer. Minorities/Women/Veterans/People with Disabilities.