Director of Client Services

  • Client Services
  • Pembroke Park, United States

Director of Client Services

Job description

Feeding South Florida (FSF) is a member of the Feeding America network and the leading domestic hunger relief organization serving Palm Beach, Broward, Miami-Dade and Monroe Counties. As one of the largest food banks in the Feeding America network, FSF is responsible for serving 25 percent of the state’s food insecure population. Pre-COVID, FSF was poised for industry-leading strategic and innovative growth. Currently, during the pandemic, FSF doubled its output of food from 61.5M pounds of food in FY19 to over 119M pounds in FY20. A four-star rated organization by Charity Navigator, FSF is one of the most efficient nonprofits nationally; over 98 percent of all donations are put back into the community and every $1 = 9 meals.

Core Values: FSF values service above all else. We’re looking for innovative and strategic thinkers
who are committed to improving the lives of those around them. FSF “Friendly Food
Bankers” embrace the enormity of our role in the community and know that serving
others comes before any one individual. Friendly Food Bankers have compassion,
dedication, act with integrity and are committed to stewardship and inclusion.

We Provide: Full medical, dental and vision insurance; contribute up to 3% match to a 401K after
one year of service; 17 days paid time off; a diverse environment committed to
representing those we serve; continuous learning opportunities; a high-performance
culture that will help challenge and grow your skill set.

Position Overview
The Director of Client Services (DCS) is responsible for the planning, design, implementation and management of all FSF direct-service programming that helps moves our clients from dependency to self-sufficiency. This position plays a pivotal role in ensuring the that FSF’s Client Services initiatives including Benefits Outreach, Client Services Call Center, Client Case Management, Client Choice Pantries, and Workforce Training Program are efficient, effective, and match the needs of our client population. The DCS will formulate and execute strategies aimed at implementing, strengthening, and developing the Client Services portfolio. In addition, the DCS will provide supervision and professional guidance to the Client Services team to ensure the collective achievement of annual goals linked to community need.

Relationships: This position is a member of the Leadership team, reports to the Executive Vice
President, works with all organization department heads, manages department team
members, and liaises with our client population.

Job requirements

Your Qualifications

  • Bachelor’s Degree in social work, public health, or a related field required. Master’s degree preferred.
  • Minimum of ten years’ experience in the nonprofit field working with social services agencies and managing programs.
  • Minimum of seven years’ experience managing, developing, motivating, and coaching high-performing teams
  • Minimum three years’ management experience of caseworkers or other positions that work directly with at-risk populations.
  • Experience with, and mastery knowledge of, all state and federal benefits assistance programs such as SNAP, WIC, TANF, Long Term Care, and Medicaid.
  • Ability to perform analysis and planning; develop creative solutions and/or alternatives related to client services operations; collaborate and build consensus.
  • Exceptional organizational and time management skills and the ability to work with multiple tasks in an accurate and timely manner.
  • Knowledge of organizational development principles and practices.
  • Maturity and leadership-building skills with the ability to serve as a unifying force.
  • Fantastic customer service ethic and high expectations for quality.
  • Excellent technology skills including Microsoft Office Suite
  • Proven ability to develop and execute strategic plans within an organization structure.
  • Strong relationship-building skills.
  • Out-of-the-box thinker with big ideas and a desire to achieve bold goals.
  • Commitment to FSF’s vision, mission, values, and those we serve.
  • Bi-lingual (English/Spanish or English/Creole)
  • Working alongside the Executive Vice President, develop, cultivate and foster organization values and connect them to the work of the department.
  • Manage Client Services team to support the development and execution of the Client Services strategy.
  • Ensure client services are targeted to communities of highest need and avoid duplication of services.
  • Promote a culture of high-performance and continuous improvement that values learning and a commitment to quality.
  • Mentor and develop staff using a supportive and collaborative approach on a consistent basis.
  • Establish and monitor staff performance, accountabilities, objectives and priorities and conduct regular performance evaluations.
  • Represent FSF to community groups and events through networking and speaking engagements as needed.
  • Handle complaints professionally, working to find mutually beneficial solutions to problems and challenges.
  • Conduct and analyze evaluations to assess community needs and service impact – develop evaluation tools to measure impact and sustainability of client services, develop recommendations and strategies to resolve issues and enhance performance, implement strategies and measure impact on desired results.
  • Oversee curriculum development, implementation, and evaluation of workforce training program.
  • Collaborate with community stakeholders to understand areas of need, develop program referral networks, and solidify workforce training and job placement partnerships.
  • Assess client needs and program outcomes by collecting and analyzing survey data, and other local quantitative and qualitative data.
  • Plan, develop, and implement new programs as appropriate.
  • Oversees client intake/pre-screening, case management services, and benefits application assistance at FSF facility, community partner sites, and through Client Services Call Center.
  • Assists with the development of forms, manuals, brochures, and education materials as necessary.
  • Participates in the implementation of client recruitment, community awareness, and overall organizing marketing campaigns.
  • Clearly documents, analyzes, and reports on program activities, outputs, and outcomes for all internal documents, grant reports, and audits. This includes the tracking of participating clients and program partners.
  • Working with appropriate departments to gather, analyze and report financial and program data and stories for publications, grant applications and grant accountability.
  • Hours of Operation: Although organization hours are Monday-Friday, 8:00 a.m. – 5:00 p.m., this Leadership Level position will work closer to 50-60 hours per week, especially during peak times. After hours business work is required occasionally throughout the year.
  • Environment: This position works in a typical office setting. There may be extended periods of sitting, standing and/or bending; listening, talking and/or visual concentration; writing and/or computer use. Occasional work will occur in the warehouse or outside in inclement weather. The noise is the work environment is usually moderate to loud.
  • Travel: FSF serves four counties so there is often same-day travel between the counties, using a personal vehicle, and occasional out of town travel for meetings, conferences or special events.

Your Responsibilities

Leadership + Strategy

Program Development

Program Implementation

Working Conditions

OSHA Standards Lifting requirements are 50 pounds and when lifting loads heavier than 50 pounds, use two or more people to lift the load.