Job Summary:

The Director of Client Services, Orange County 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 growing organization. As part of the management team, the Director models and supports staff in delivering high-quality employment services. The successful candidate will have an entrepreneurial mindset and contagious team spirit, is quick at thinking on their feet, enjoys learning and leading others to success, and understands the importance of leveraging team strengths and building strong relationships throughout the organization.

The Director will play an integral role in supporting the organization’s Strategic Plan, managing personnel, grants, resources, facility operations, including safety, and external partnerships, such as volunteers, local government officials, and potential donors. In addition, the Director also serves as a liaison to the local community and develops and nurtures partnerships with local agencies for the purposes of outreach and client service.

Duties and Responsibilities to include but not limited to:

Trains, Mentors & Manages Staff to Deliver Exceptional Services to Clients

• Leads, supports, mentors, and manages the OC Client Services team consisting of 10+ staff, a mental health counselor, Chrysalis staff from across departments, and volunteers, providing oversight of administrative duties.
• Develops and fosters a culture of engagement, innovation, support, transparency, and accountability.
• Works closely with full Client Services management to facilitate best-in-class staff meetings and trainings, in addition to consistent application of processes and programming.
• Routinely identifies relevant training opportunities to ensure staff feel invested in and are equipped to provide the highest quality programming.
• 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.
• Supports staff in addressing client grievances, including providing de-escalation support, in timely manner.
• Provide support in onboarding new team members across the organization.
• Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.

Conducts Outreach and Manages Key Partner Relationships

• Coordinates delivery of contractor programming, including counseling and legal services.
• Identifies coalitions/partners, secures resources and represents Chrysalis at community meetings.
• Provides tours of the site and represents Chrysalis to area stakeholders. Builds and maintains relationships with various partner agencies and service providers.
• Conducts client outreach and recruitment to meet target number of clients served.
• Identifies and assists in the recruitment, training and support of volunteers, working closely with site Volunteer & Program Coordinator, in order to accomplish program goals and objectives.
• Manage relationships with employers, donors, Board members, and the OC Advisory Council.

Develops and Oversees 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.
• Oversee, including monitoring budget allocations, resources to support clients in the job search and retention process.
• 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 goals, objectives, strategies, and evaluation. Monitors budget and implementation of the plan.
• Identifies and assists in the recruitment of volunteers necessary to accomplish program goals and objectives.

General Duties

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

Qualifications

• Interest in, experience working with, and sensitivity toward the Chrysalis client population.
• Minimum 3 years in program delivery and management, including both direct client service (preferably in case management) and staff supervision, training, and mentoring.
• Demonstrated leadership abilities and/or experience motivating team members toward completion of goals.
• Experience setting culture. Infectious enthusiasm for making workplace a great place to be.
• Demonstrated team player with a clear understanding of team dynamics.
• 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.
• Ability to solve challenging operational problems and make timely decisions, often under pressure with tight and competing deadlines.
• Ability and willingness to work occasional evenings and weekends.
• Facility for data and statistics, including comfort with spreadsheets and database programs.
• Reliable transportation to travel between meetings and sites, as needed (mileage reimbursed).

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. In particular, 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.