Client Services Manager

This recruitment is promotional in nature and is limited to current employees of One SAFE Place.

The Client Services Manager provides leadership and structure across One SAFE Place's client-facing service areas. Under the guidance of the Executive Director, this role ensures that individuals and families experience services that are responsive, coordinated, and grounded in trauma-informed, survivor-centered principles. 

This position partners with the Executive Director and Operations Administrator to support program compliance, data integrity, and quality improvement. The Client Services Manager reinforces clear expectations for staff, promotes consistency in service delivery, and helps cultivate a culture of accountability and excellence rooted in survivor voice, choice, and autonomy. 

Supervisory Responsibilities: 

• Provide direct supervision to client services staff and program leads across advocacy, crisis response, shelter, legal, and partner-facing services — including regular supervision meetings for case consultation, staff development, and accountability 

• Support onboarding and training for new staff, reinforcing trauma-informed practices, documentation standards, and program expectations 

• Offer clear, constructive feedback and coaching to support professional growth, accountability, and alignment with organizational values 

• Review and approve timesheets and related documentation for accuracy and compliance 

• Foster a team culture that prioritizes communication, consistency, and staff well-being, with clarity in roles, expectations, and service delivery practices 

Duties and Responsibilities: 

Client Services Oversight & Coordination 

• Oversee day-to-day client services across advocacy, shelter, hotline, legal, and partner-facing roles, ensuring delivery is consistent, responsive, and trauma-informed 


• Support coordination of client flow, referrals, and continuity of care across programs, promoting accessibility and reducing gaps 


• Provide consultation to staff and program leads on complex client situations, reinforcing service approaches that prioritize survivor voice, choice, and autonomy 


• Balance flexibility with structure, ensuring services remain both responsive and aligned with program standards and professional practice expectations 

Crisis Hotline & On-Call Response Oversight 

• Provide oversight of the Crisis Hotline (CHL), ensuring consistent coverage, quality response, and alignment with program expectations 


• Support coordination and accountability of on-call advocates; monitor trends and challenges to inform training and continuous improvement 

Program Operations, Compliance & Quality 

• Partner with the Executive Director and Operations Administrator to support grant compliance, program deliverables, and reporting requirements 


• Oversee documentation practices across programs, ensuring accuracy, consistency, and alignment with reporting standards and data integrity expectations 


• Lead quality assurance and improvement efforts related to service delivery, documentation, and client outcomes 


• Utilize technology and emerging tools — including AI-supported solutions — to strengthen documentation, enhance data integrity, and improve efficiency, ensuring alignment with confidentiality, ethics, and trauma-informed care principles 

Staff Support & Development 

• Provide ongoing coaching and feedback to staff and program leads to strengthen service delivery, professional growth, and appropriate boundary-setting 


• Identify training needs and coordinate opportunities to build team capacity in trauma-informed practice and survivor-led service delivery 


• Support leadership development of supervisory staff (e.g., Shelter Case Manager, Legal Services Manager) 

Collaboration & Service Alignment 

• Collaborate with internal teams and community partners to support coordinated, integrated service delivery 


• Facilitate clear communication across service areas to reduce duplication and gaps, and participate in multidisciplinary coordination efforts as needed 

Knowledge, Skills and Abilities:  

• Exceptional verbal and written communication skills, with the ability to facilitate group discussions 

• Strong organizational skills and meticulous attention to detail 

• Proven time management abilities with a track record of meeting deadlines 

• Effective leadership and supervisory skills 

• Ability to prioritize tasks and delegate responsibilities as necessary 

• Commitment to personal balance and self-care while managing the demands of a crisis center environment 

Education and Experience: 

• AA or BA in social work, human services, psychology, or related field preferred; or a minimum of three year’ experience working with survivors of domestic violence, sexual assault, and/or human trafficking 

• At least 2 years’ experience in a supervisory capacity   

Knowledge, Skills, & Abilities: 
 

• Strong understanding of trauma-informed and survivor-led service models, with demonstrated ability to support staff in applying these approaches consistently 

• Proven leadership and supervisory experience, including oversight of both direct staff and program leads.  

• Strong communication, relationship-building, and team alignment skills across programs and disciplines 

• Ability to manage multiple service areas while maintaining attention to detail, follow-through, and professional boundaries 

• Demonstrated ability to leverage technology and emerging tools — including AI — to support documentation, service delivery, and data-informed decision-making 

• Commitment to fostering environments that are both supportive and accountable, with a focus on high-quality, client-centered care 

Physical Requirements:  

• Ability to navigate the shelter facility and assist clients in various areas, which may include walking up and down stairs or moving between offices 

• Capability to sit for extended periods while conducting interviews or paperwork, as well as standing for various tasks such as providing support or assistance 

• Ability to lift and carry items up to a certain weight (e.g., up to 25 pounds), which may include files, supplies, or assistance for clients if needed 

• Ability to see and read documents, client forms, and screens for data entry and assessments 

Rate of Pay: 

$75,000 - $85,000 annually, DOE 

This is a full-time, salaried exempt position and is not eligible for overtime pay. 

Benefits:  

• Health Insurance 

• Dental Insurance 

• Vision Insurance 

• 403(b) Retirement Deferral 

• Prestige Urgent Care Membership 

• Paid Time Off