POSITION TITLE: Director, Client Services DEPARTMENT: Client Services DATE POSTED: 05/24/2024 CLOSING DATE: 06/25/2024 FLSA CLASS: Exempt STARTING Salary Class D SALARY RANGE: $81,700 - 108,400 (Annually)SUMMARY The Client Services Director is responsible for leading and managing the Client Services Department to ensure that applicable HANO-wide and departmental goals are achieved. The Client Services Director directs the design, development, and implementation of community programs, identifies and creates partnerships, and coordinates provider programs to empower assisted residents to become self-sufficient. Such programs include case management in one-on-one and group settings as well as social services, education, tutoring, crisis intervention, budgeting and money management, life skills, health and wellness events, recreational activities, job training, employment search, homeownership, entrepreneurship and a range of youth and adult/senior programs and activities. This position is also responsible for administering the Agencys Relocation Program for displaced residents as development needs dictate. The incumbent liaises with private and public partners, as well as sitebased and citywide tenant organizations to discuss, analyze and proactively meet residents needs. The Client Services Director provides core leadership and expertise in formulating HANOs resident empowerment strategies, securing grants and other program resources, and advancing HANOs community and economic development initiatives.ESSENTIAL DUTIES AND RESPONSIBILITIES The below statements are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing of all responsibilities, duties and/or skills required. Other duties may be assigned. Timely and effectively develops, plans, organizes, conducts and oversees training and development related to social services, education, tutoring, crisis intervention, budgeting assistance, life skills, recreational activities, job training, homeownership, entrepreneurship, personal enrichment and employment. Establishes annual and multi-year department goals; develops, evaluates, and revises programs; researches industry-wide trends and best practice models; assesses resident needs and analyzes relevant data;Creates programs related to department goals and available funding; establishes program expectations and outcomes; develops and administers the budget; establishes program timelines; participates in the procurement of service contracts related to client services; develops and evaluates reports that measure progress; reports progress to relevant parties; reviews successes/challenges with contracted partners. Monitors resident training and related services agency-wide to ensure a cohesive approach and avoid duplication of efforts. Thoroughly analyzes the residents needs and appropriately refers to community services/partner providers and/or provides assistance/opportunities through HANO services. Develops and recommends annual training plan consistent with the departments goals and objectives and based on analysis of pertinent data. Compiles and analyzes demographic and socio-economic data to determine baselines, evaluate needs, and establish quantifiable/measurable goals for HANOs clients and client-related programs. Evaluates the quality and effectiveness of the training and development curriculum. Modifies programs as necessary to meet performance standards and achieve desired results of creating economic independence of participants. Ensures that programs and grants or other funding sources are in compliance with policies, procedures, requirements and regulations. Prepares semi-annual and annual reports as required for review and submission to HUD or other funding sources. Markets and promotes education and community resource programs to encourage client interest in growth and development initiatives. Organizes and facilitates adult and youth a tivities and partnerships that promote education, health, and family and school involvement. Assists in outreach and public/community relations. Positively represents HANO in speaking engagements, meetings, task forces, and similar venues. Attends HANO resident / community meetings to provide or obtain information and to provide technical support and assistance. Identifies and develops positive working relationships with agencies, schools, and community-based organizations in the city and greater metropolitan area to establish educational, job training, and workplace assistance for residents. Maintains effective relationships and communication with other agencies, the public, Resident Advisory Board and Resident Councils engaging input to assist with structuring services, grant programs, and other community and economic development initiatives. Responsible for the overall management of the Client Services staff. Assigns work to subordinates, provides guidance, monitors their activity, counsels employees and evaluates job performance. Monitors the performance of departmental grants and associated budgets and activities to ensure the appropriate expenditure of grant funds and make certain that grant objectives are met in accordance with prescribed timeframes. Investigates and responds to departmental concerns and complaints of residents, staff, HANO management, commissioners and the public. Identifies and applies for funding and other resources from federal, state and local agencies, private corporations, foundations in support of resident education, training, job placement, youth services, adult/senior services, drug intervention and drug prevention services, security services, domestic violence, and other resident initiatives. Keeps abreast of all pertinent local, state and federal regulations, codes, ordinances, and laws. Oversees the Relocation Program ensuring that residents displaced as a result of HANOs redevelopment initiatives are relocated fairly, consistently, and equitably.QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Comprehensive knowledge of the skills, techniques and practices for instructional training. Comprehensive knowledge of programs, regulations and directives of the U.S. Department of Housing and Urban Development (HUD) as well as all other applicable Federal, state, and local laws and regulations as related to resident services. Demonstrated expertise and knowledge of social services agencies and community resources available to lowincome people, such as disability services, entitlement programs, legal liability issues relating to providing service coordination, drug and alcohol use and abuse, domestic violence, and mental health issues; family self-sufficiency and first-time homebuyers programs. Knowledge of the principles and practices of effective program administration. Advanced leadership, management and communication skills. The ability to provide effective supervision, leadership, guidance and coaching to professionals and support staff engaged in developing and administering the Authority's Client Services program. Considerable knowledge of the theory, principles and practices in the design, implementation and evaluation of individual and family supportive services programs; principles and practices of service delivery design and program evaluation; practices and techniques in building community collaboratives; theory, principles and practices of social service counseling, case management and crisis intervention. Ability to prepare and monitor contracts, budgets, year-end statements, and fund requisition
