Director of Client Services

About YWCA South Hampton Roads
YWCA South Hampton Roads (YWCA SHR) is the oldest and largest multicultural women’s organization in the world. YWCA SHR is dedicated to the fullness of its mission to eliminate racism, empower women and promote peace, justice, freedom and dignity for all.  

Serving approximately 8,000 individuals each year, YWCA SHR is a source of strength, courage and empowerment for women and families facing crisis. We are a community catalyst for meaningful change and the advocate for shaping vital impact through quality services responding to the critical needs of survivors of sexual violence and domestic violence. YWCA SHR works across racial, gender, religious and social lines with organizations-partners in all sectors to educate about disparities, advocate for change and provide resources and tools to dismantle oppressive systems.  

YWCA SHR is in the midst of a rapid transformation from a well-established direct service provider for women and families facing crisis to an organization working at the intersection of eliminating racism, empowering women and standing up for social justice, helping families and strengthening our community.   

About the Position 

Under general supervision of the Chief Impact & Operating Officer, the Director of Client Services is a visionary, trauma-informed, and mission-aligned leader responsible for overseeing all client-centered programs and services at YWCA South Hampton Roads. This role ensures that survivors of domestic violence, sexual assault, human trafficking, and other intersecting traumas receive holistic, culturally competent, and empowering support. As a key member of the leadership team, the Director leads a dedicated team of advocates, clinicians, case managers, and program managers while also shaping service strategy, quality assurance, and community partnerships. 

ESSENTIAL DUTIES 

The essential functions include, but are not limited to the following:   

PROGRAM LEADERSHIP & OVERSIGHT 

• Provide strategic and operational oversight of all client services, including 24/7 crisis hotlines, emergency shelter, counseling, case management, and housing stabilization programs. 
• Ensure compliance with federal, state, and local grant requirements, including VOCA, VAWA, HUD, and local funding sources. 
• Develop and implement trauma-informed, survivor-centered service delivery models grounded in equity and empowerment. 

STAFF SUPERVISION & DEVELOPMENT 

• Lead, supervise, and support program managers and client-facing teams with a focus on professional growth, reflective supervision, and trauma-informed care. 
• Champion a healthy internal culture that supports frontline staff wellness and sustainability in high-impact work. 

PARTNERSHIP & COMMUNITY ENGAGEMENT 

• Strengthen collaborative partnerships with law enforcement, social services, schools, healthcare providers, courts, and faith-based organizations. 
• Represent YWCA SHR in community coalitions, task forces, and stakeholder meetings related to domestic violence, sexual violence, human trafficking, and racial justice. 

DATA, QUALITY ASSURANCE & COMPLIANCE 

• Oversee accurate program documentation, outcome tracking, and data reporting using case management software and funder-required systems. 
• Ensure program compliance with HIPAA, VAWA, confidentiality policies, and safety protocols. 
• Utilize data and client feedback to evaluate program effectiveness and drive continuous improvement. 

STRATEGIC LEADERSHIP & VISIONING 

• Partner with the CEO and senior team to shape organizational priorities, funding opportunities, and service innovations. 
• Support grants, reporting, and storytelling by contributing program data, narratives, and impact statements. 

Additional Duties  

• Perform other duties as assigned. 

QUALIFICATIONS  

We will consider exceptional candidates who demonstrate a strong combination of the specific qualifications and skills described below. 

Minimum Requirements 

Education and Experience 

• Master’s degree in Social Work, Counseling, Public Health, Nonprofit Management, or related field (or equivalent lived/professional experience). 
• Minimum 5–7 years in nonprofit leadership roles with direct supervision responsibilities. 
• Deep knowledge of domestic violence, sexual assault, and trauma-informed advocacy. 
• Proven experience with program management, grant compliance, and community-based services. 
• Commitment to racial and gender equity and YWCA’s mission of eliminating racism and empowering women. 

Preferred 

• LCSW, LPC, or other clinical licensure preferred. 
• Bilingual (Spanish/English or other high-need languages) a plus. 
• Experience in shelter management, housing services, or emergency response coordination. 

Other Requirements 

• Must be 18 years of age 
• Must complete the training programs of YWCA SHR 
• Must complete a successful background check 

Skills and Competencies 

• Demonstrate knowledge of interpersonal violence and a strong commitment to ending violence against women, men, and children. 
• Non-judgmental attitude, sensitive to confidential information. 
• Must be able to work independently, manage multiple priorities, and respond to participants in a professional and reassuring manner. 
• Demonstrate ability to act as an advocate on behalf of clients with a working knowledge of legal, medical, and social service systems. 
• Must be able to function as a team with other co-workers. 
• Ability to work well with people of various ethnic, racial, and socio-economic backgrounds. 
• Ability to communicate clearly and effectively both orally and in writing. 
• Must complete the training programs of the YWCA SHR. 
• Must have excellent driving record and have a valid driver’s license; certificate of insurance from an insurance carrier licensed in the State of Virginia. 
• Requires willingness to work and travel alone. 
• Travel is required and access to reliable transportation is essential. 

CORE VALUES 

The Director of Client Services is expected to model the YWCA SHR Core Values: 

• Compassion 
• Honesty 
• Integrity 
• Ownership 
• Responsibility 
• Empowerment 

WORKING CONDITIONS: Work is performed in a typical office environment with a high standard of confidentiality. A typical work week is M-F 9:00am-5:00pm. Frequent travel between multiple YWCA sites in Hampton Roads is required. 

SUPERVISORY RESPONSIBILITIES: This position is responsible for the oversight of all 24/7 crisis hotlines, emergency shelter, counseling, case management, housing stabilization programs, interns, and volunteers.  This includes general coaching and mentoring, goal creation and tracking, timesheet review, new staff onboarding, performance reviews, and training as necessary. 

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.   

• Ability to travel in varying weather conditions. 
• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through the use of the telephone and personal contact as normally defined by the ability to see, read, talk, hear, handle or feel objects and controls 
• While performing the duties of this job, the employee is required to:   
• Frequently walk, use hands to finger, climb a ladder, handle or feel objects, tools or controls and talks or hears 
• Often required to stand and sit; reach with hands and arms; and stoop, kneel, crouch, bend, squat or crawl 
• Ability to lift and carry up to 60 pounds 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus 
• The noise level in the work environment is moderately loud 
• Physical capability to effectively use and operate various items of office related equipment, such as but not limited to, a personal computer, calculator, copier and fax machine  

COMPENSATION: This position offers a hiring range of $68,000-75,000 that is based on experience and a full benefits packet to include health, vision, and dental insurance, 17 paid holidays, vacation, sick leave, retirement and other benefits. We actively welcome all candidates from a wide range of backgrounds who have the skills to fulfill this role – regardless of compensation history. This is a full-time, exempt position. 

START TIMEFRAME: Position will be open until filled. Interested applicants are requested to submit an online application at ywca-shr.org to include a cover letter, and resume.    

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS: YWCA SHR is an Equal Opportunity Employer.  ADA requires YWCA SHR to provide reasonable accommodations to qualified individuals with disabilities.  Prospective and current employees are invited to discuss accommodations.