Associate Director of Client Services
Associate Director of Client Services
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$ 76225 - 76225
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Associate Director of Client Services
Job Description
Position: Associate Director of Client Services
Classification: Exempt
Reports to: Director of Client Services
Location: Denver CO
Salary: $76223
Position Summary: The Associate Director of Client Services supports the Director of Client Services in overseeing Ryan White Parts A & B programs and Housing Services ensuring compliance with program regulations quality standards and strategic initiatives. This role provides leadership and operational support across multiple regional offices supervises Client Services Managers and assists with program development audits training and compliance efforts. The Associate Director will also oversee Housing Services programs ensuring grant compliance strategic planning and the efficient operation of housing-related initiatives.
Essential Job Functions:
Program Oversight & Compliance
- Ensure Ryan White Parts A & B programs and Housing Services comply with federal state and local regulations.
- Conduct and oversee internal audits of program files case records and staff documentation.
- Develop implement and monitor quality improvement plans for both Case Management and Housing Services.
- Stay up to date on HIV and Housing-related legislation regulations and best practices related to HIV case management housing assistance and trauma-informed care.
- Collaborates with Associate Director of Programmatic Quality on Quality Improvement and Quality Assurance for Client Services Programs
Housing Services Oversight:
- Provide programmatic oversight for all CHN Housing Programs including Daves Place Juan Diego and HOPWA-funded programs (TBRA STRMU PHP).
- Ensure housing programs comply with grant requirements and contractual obligations.
- Collaborate with the Director of Client Services to develop implement and evaluate housing initiatives.
- Supervise the Housing Program Manager ensuring staff training supervision and performance align with CHNs strategic goals.
- Support the development of policies procedures and best practices for Housing Services.
- Address client complaints grievances and concerns regarding housing services.
- Represent CHN in housing-related community meetings collaborations and funding discussions.
Case Management & Client Services Leadership
- Support the development and execution of strategic goals for Case Management Financial Assistance Critical Events programs and associated databases.
- Assist in program scope development evaluation and reporting for Ryan White-funded services.
- Work with the leadership and finance teams on budget development and monitoring for both Case Management and Housing Services.
- Provide input on policy development and programmatic improvements to enhance service delivery.
Supervision & Staff Development
- Directly supervise Client Services and Housing Programs Managers across CHNs regional offices.
- Support Client Services Managers in staff performance management including coaching training and performance improvement plans.
- Escalates concerns related to Client Services Managers own performance to the Director of Client Services and support in addressing these concerns in collaboration with the DCS.
- Assist in recruiting hiring onboarding and performance evaluations of staff.
- Provide guidance on complex client cases compliance issues and service delivery improvements.
Community Engagement & Client Advocacy
- Serve as a liaison with community partners funders and stakeholders for both Client Services and Housing Services.
- Participate in statewide workgroups and initiatives impacting clients and staff.
- Assist in managing the Client Advisory Board and gathering feedback from PLWH receiving services.
- Address client concerns complaints and grievances across all programs ensuring appropriate resolution.
- Participates in DDPHE and CDPHE contractual monthly meetings
Other Responsibilities
- Represent CHN at external meetings medical case conferences and housing-related community events.
- Assist with department reporting data tracking and compliance documentation for both Case Management and Housing Services.
- Travel to regional offices and housing program sites as needed.
Qualifications
Qualifications: Minimum of two years experience providing case management services in a social service or supportive housing setting. Experience with harm reduction motivational interviewing cultural inclusivity and trauma-informed care. Proven ability to apply crisis intervention and de-escalation skills. Supervisory experience preferred.
Education: Bachelors degree in Human Services Social Work Psychology or related field preferred. Candidates with lived experience can substitute educational experience.
Supervisory Responsibility: Recruits and maintains high quality staff. Conducts annual performance reviews for all assigned staff. Ensures appropriate and adequate staffing and scheduling. Sets expectations of teamwork within and across departments and models collaborative behavior. Understands and communicates the strategic direction along with relevant policies and procedures to staff members. Reviews quality of paperwork data entry and referrals. Assists staff to improve their skills and identify training and professional development needs. Reviews quality of staffs client interactions assessment and interview skills. Assist staff to improve their skills and identify training and professional development needs. Provides administrative supervision to Program Staff.
Software Utilized: Experience working with basic office and database computer programs including familiarity with Microsoft Outlook Word Excel Access and the internet.
Knowledge Skill and Ability: Knowledge of and sensitivity to HIV / AIDS challenges. Highly organized and detail oriented. This position requires personal and professional accountability; self-management and initiative; dedication to quality improvement professional integrity and ethics and cultural competency. Must demonstrate accuracy and efficiency. Must demonstrate effectiveness in the following areas: task management; teamwork; time management; and communication with teams managers clients and company consultants. Must have flexibility creativity collaborative and a positive workplace attitude in a small team dynamic. Also strong critical thinking active listening and problem-solving skills to address complex situations.
Material and Equipment Directly Used:
Works with computer workstations laptops servers and standard office equipment. Communicates with partner organizations and vendors using the telephone e-mail the Internet and fax.
Physical Demands and Work Conditions: Works in an office environment. Will travel to offsite locations. Regular weekly and monthly reimbursable travel required. Requires ability to lift up to 50 pounds of materials. Requires clear speaking ability and the ability to use a telephone for extended periods. Requires ability to view a computer screen (near acuity). Requires fingering agility for keyboarding and using a telephone and other office equipment.
Required Experience:
Director
Employment Type
Full-Time
