Client Relations Manager

ABOUT LIFEMOVES

LifeMoves is the largest and most effective provider of housing and services for neighbors experiencing homelessness in Silicon Valley since 1987. Our Mission is to end homelessness by providing interim housing supportive services and building collaborative partnerships. With 40 programs LifeMoves gives our neighbors experiencing homelessness a temporary place to call home while providing intensive customized case management through site-based programs and community outreach.

POSITION PURPOSE

The Programs & Services Client Relations Manager reports to the Vice President of Programs & Services and ensures that every client receiving services has a respectful equitable and accessible experience. This role serves as much as possible as a neutral advocate for client rights a liaison between clients and staff and a key driver of accountability and service improvement. The Client Relations Manager leads efforts to receive resolve and track client concerns and grievances and feedback and oversees all accommodation requests in accordance with ADA and Section 504 regulations. By maintaining strong systems offering skilled mediation and supporting trauma-informed practices this position helps create a transparent responsive and inclusive culture where client voice informs service delivery and organizational growth.

ESSENTIAL JOB RESPONSIBILITIES

Client Advocacy Feedback and Issue Resolution

• Serve as a trusted contact for clients to share feedback concerns or grievances without fear of retaliation.

• Receive document and investigateconcerns raised by theclients or their representatives involving service quality client rights or accessibility concerns.

• Facilitate timely trauma-informed resolution of claimsthrough collaboration with staff and leadership escalating as appropriate.

• Uphold client rights by clearly communicating policies resolving misunderstandings and promoting respectful dialogue.

• Guide clients through the grievance and appeal process with clarity and support.

• Support clients in understanding program policies accessing accommodations and advocating for their needs.

ADA & Section 504 Compliance

• Serve as the organizations Section 504 Coordinator ensuring compliance with the Rehabilitation Act and all disability rights obligations.

• Review track and respond to all requests for reasonable accommodations ensuring timely andsound decisions and coordinate with legal HR and leadership as needed.

• Investigate and resolve disability-related grievances in coordination with legal HR or leadership as needed.

• Train staff on ADA Section 504 fair housing non-discrimination and accessibility procedures.

• Develop and maintain accessibility-related policies tools and staff resources.

Data Reporting and Compliance

• Maintain confidential records of client concerns accommodation requests and outcomes in alignment with legal and funder requirements.

• Track trends in grievances accommodations and incident reports to identify systemic issues or improvement opportunities.

• Create regular summary reports for program leadership recommending policy or practice changes based on findings.

• Review and support the completion of incident reports and present to Program Leadership to ensure accuracy follow-up and learning.

Collaboration Communication and External Liaison

• Support staff in responding to escalated or complex client concerns including coaching on communication and de-escalation.

• Update senior leadership and the marketing team when client concerns may escalate publicly or require coordinated messaging.

• Represent the organization in responding to client concerns raised by external stakeholders (e.g. government funders legal advocates).

• Build relationships with advocacy groups oversight agencies and community partners to strengthen accessibility and accountability.

Client Engagement and Education

• Lead or support client engagement efforts such as surveys listening sessions advisory councils and exit interviews.

• Educate clients on their rights responsibilities and available support resources through orientation printed materials and outreach.

• Promote a culture of transparency dignity and inclusion through visibility communication and role modeling.

General Agency Responsibilities

• Attend team staff partner and board meetings and fundraising events as needed.

• Participate in agency-wide initiatives trainings and activities that support LifeMoves mission.

• Fully participate in all required trainings. This includes completing trainings by assigned deadlines actively engaging during sessions and applying what you learn to your daily work.

• Training expectations in the first 90 days of employment include but are not limited to CPR Mental Health/First Aid (MHFA) Nonviolent Crisis Intervention Training HMIS and internal database training.

• Additional required trainings through our online Learning Management System Relias include but are not limited to Clients Experience of Trauma-Informed Care Working with Individuals Experiencing Homelessness Overview of Serious Mental Illness for Paraprofessionals Working with Individuals Experiencing Homelessness and Substance Use Disorder An Overview of Substance Use Disorders Strategies for Preventing and De-escalating Hostile Situations Recognizing and Responding to a Person in Crisis Maintaining Professional Boundaries Overcoming Barriers to LGBTQ Affirming Behavioral Health Services Privacy and Confidentiality for Non-HIPAA Covered Entities Child/Elder/Dependent Abuse Prevention and Mandated Reporting Preventing Identifying and Responding to Abuse and Neglect Reporting Elder and Dependent Adult Abuse in California Identifying and Responding to Child Abuse and Neglect.

• Perform other duties as assigned to support the program department and organizations needs.

QUALIFICATIONS

Educational Requirement: Bachelors degree or equivalent experience comparable to the following background/qualifications:

Service Level Qualifications

• Willingness and ability to work with people from all backgrounds with care respect and empathy. Understands and is committed to learning about diversity equity inclusion and belonging (DEIB) practices. Demonstrates radical hospitality by welcoming everyone with kindness respect and non-judgment.

• Manages stress and emotions professionally remaining calm and supportive even in high-pressure situations. Understands and practices de-escalation techniques to support safety and positive client outcomes.

• Open to feedback asks questions and shows a strong growth mindset focused on continuous learning. Curious and motivated to learn about trauma-informed care crisis support and harm reduction practices.

• Works well both independently and as part of a collaborative team. Follows directions communicates clearly and seeks help or clarification when needed.

• Maintains clear unbiased and professional documentation and communication.

• Demonstrates organizational skills and attention to detail to support smooth daily operations. Shows initiative takes responsibility for tasks and engages actively with clients coworkers and community partners.

• Comfortable using basic technology including phone and messaging systems email Microsoft Word Excel and databases to complete administrative tasks case management reporting and tracking outcomes and performance management software.

Care Level Qualifications:

• Actively advocates for clients particularly in navigating systems accessing benefits and ensuring equitable treatment. Demonstrates the ability to advocate on behalf of clients with various providers and agencies.

• Able to identify and leverage community resources and services to meet clients diverse needs. Effectively directs clients to appropriate housing employment health and social service programs.

• Utilizes strong problem-solving skills to research issues track resources and find solutions for clients needs including housing employment and health and well-being.

• Builds and nurtures effective partnerships with community organizations service providers and external agencies. Demonstrates strong communication and collaboration skills to advocate for and serve clients.

Program Leadership Qualifications:

• Capable of effectively delegating tasks when working with teams ensuring responsibilities are balanced and tasks are completed efficiently.

• Able to respond calmly and effectively to crises offering support and utilizing de-escalation strategies.

• Experience working within a human services or social services setting with a focus on supporting vulnerable populations and navigating complex systems

• Maintains clear and professional boundaries with clients colleagues and community partners balancing empathy with professionalism to prevent burnout. Guides and supports supervisees in understanding and setting their own healthy boundaries offering advice and encouragement in navigating challenges. Helps staff recognize signs of boundary crossing and develop strategies for maintaining personal and professional limits in a trauma-informed strengths-based manner. Promotes a safe and supportive environment where staff can discuss boundary-related issues without judgment utilizing reflective practices and feedback to strengthen their skills. Models boundary-setting behaviors consistently demonstrating the importance of self-awareness self-care and sustainability in the human services field.

• Strong understanding of trauma-informed strengths-based harm reduction and culturally responsive practices; experience applying DEI principles in workforce training.

• Able to model agency values program model and philosophy consistently in everyday interactions. Displays the ability to embody the core principles of the organizations mission in practice.

• Comfortable facilitating group and small discussions to support clients needs. Uses facilitation to foster learning collaboration and positive group dynamics.

• Comfort using data systems and documentation tools to monitor trends and generate reports.

• Public speaking experience is preferred.

• Ability to anticipate future needs and changes in programming.

Specialized Qualifications:

• Demonstrated experience advocating for client rights resolving grievances and handling sensitive or escalated concerns with professionalism.

• Skilled in mediation conflict resolution and trauma-informed communication.

• Strong interpersonal and written communication skills; able to build trust across diverse groups including clients staff and external partners.

• Knowledge of Section 504 ADA Fair Housing HIPAA and other relevant federal state and local laws.

• Experience managing documentation systems case tracking and preparing reports for leadership and compliance.

SUPERVISORY RESPONSIBILITIES

N/A

TRAVEL REQUIREMENTS

This position requires regular travel between agency sites community partner locations client service events and external meetings. As such:

• A valid California drivers license and reliable transportation are required.

• Must be able to travel throughout the Bay Area as part of regular duties.

• Mileage reimbursement is provided in accordance with agency policy.

• Occasional evening or weekend travel is required to attend community events or support client services.

• Must maintain vehicle insurance as required by law and agency policy.

PHYSICAL DEMANDS

The physical demands described here represent those that an employee must meet to perform the essential functions of this position successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position the employee is regularly required to talk hear and communicate with others in the workplace. The employee must frequently use hands or fingers and handle or feel objects tools or controls. The employee must frequently stand walk sit and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities this position requires include close vision distance vision and the ability to adjust focus.

COMPENSATION AND BENEFITS

This rewarding role offers a competitive annual base salary and an opportunity to participate in the LifeMoves benefits package.

LifeMoves is an equal opportunity employer (EOE) committed to building a culturally diverse staff representing the communities we serve. We provide equal employment opportunities to all individuals without regard to age race color religion sex national origin political affiliation marital status physical or mental disability (non-disqualifying) sexual orientation membership or non-membership in an employee organization personal favoritism lived experiences or any other non-merit-based factor. Candidates who are bilingual/bi-cultural of color Native/Indigenous with disabilities who identify as LGBTQIA or who are members of other marginalized groups are strongly encouraged to apply. We aim to create and sustain inclusive equitable and welcoming environments where everyone can thrive.

This job description is not intended to be a complete list of all responsibilities duties or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of LifeMoves. Since no job description can detail all the duties and responsibilities that may be required from time to time in the performance of a job duties and responsibilities that may be inherent in a job reasonably required for its performance or required due to the changing nature of the job shall also be considered part of the job holders responsibility.

If you require disability accommodation during the application process please contact the Human Resources Department at .