Client Services, Associate Manager
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Job Summary
Associate Manager Client Services
Role Description
WHO ARE WE
Shelter Movers is a national volunteer-powered charitable organization providing moving and storage services at no cost to individuals and families fleeing abuse. We collaborate with local businesses and community agencies to support people primarily women and children as they transition to a life free of violence. Every year in collaboration with community partners our volunteer teams contribute tens of thousands of hours across Canada to support people transitioning to lives free of violence and abuse.
Working at Shelter Movers means creating a meaningful impact for families experiencing abuse. It also means showing allyship and playing a tangible role in breaking the cycle of gender-based violence in Canada. We are growing and looking to add caring compassionate competent people to join our team.
PURPOSE OF YOUR ROLE
The Associate Manager Client Services plays a central role in ensuring timely safe and effective coordination of client moves from initial referral through move completion. The Associate Manager Move Planning assesses client eligibility collaborates across teams and manages the logistics and volunteer coordination necessary to deliver high-quality service.
YOUR FOCUS
Move Coordination & Planning (60%)
- Plan manage and close weekly moves based on local needs.
- Regularly contact clients directly to assess move needs.
- Monitor and respond to assigned chapter intake emails within 2 business day.
- Assess incoming referrals for eligibility and ensure SM can meet client needs.
- Determine risk level and implement safety measures according to policy.
- Maintain clear timely communication with central and local teams throughout move coordination.
- Collaborate with Manager Operations and Associate Manager Move Experience (and any other internal stakeholders) to ensure adequate support during moves.
- Keep documentation up to date on all active moves to support accurate handover and record-keeping.
- Participate in tracking data for Key Performance Indicators.
- Attend moves regularly as needed.
Volunteer Engagement & Scheduling (20%)
- Create and send daily Call To Action (CTA) emails to fill volunteer roles for upcoming moves.
- Ensure VolunteerHub move listings reflect current client needs and move requirements.
- Engage directly with active volunteers to fill roles provide updates and ensure preparedness.
- Responsible for on-call rotation in support of moves (ie: evenings weekends holidays) as needed.
Partnerships & Communication (20%)
- Maintain updated records of referral agency contacts notifying local teams of staff changes.
SKILLS YOU WILL NEED
- Solid understanding of working in trauma-informed/client centred environments with diverse populations.
- Professionalism empathy and discretion - especially when handling sensitive client information.
- Ability to maintain healthy and professional boundaries with clients.
- Ability to work as a team in a remote setting.
- Very high attention to detail.
- Strong organizational and time management skills.
- Experience coordinating logistics or scheduling under pressure.
- Excellent written and verbal communication skills.
- Ability to assess risk and apply policies to make sound decisions.
EXTRA USEFUL SKILLS THAT YOU MAY HAVE!
- Knowledge of the Gender Based Violence sector specifically womens shelters is an asset.
- Advanced understanding and interest in gender studies including anti-racist anti-oppressive frameworks and intersectionality of challenges faced by women and particularly survivors of abuse in the local community is an asset.
- Bilingualism is a strong asset.
Required Experience:
Manager
About Company
Shelter Movers is a national, volunteer-powered charitable organization providing moving and storage services at no cost to individuals and families fleeing abuse. We collaborate with local businesses and community agencies to support people, primarily women and children, as they tran ... View more
