The Client Services Manager position is responsible for key components that ensure the efficient, cost-effective and compassionate operation of Prodisee Pantry so that the mission found in Matthew 25:35 is successfully fulfilled.
CLIENT SERVICES
One of the Client Services Manager’s key functions is to ensure that all clients are treated with dignity and respect and that all client records are maintained in an accurate and confidential manner in accordance with the policies and procedures of Prodisee Pantry, and with the requirements of Standards for Excellence.
- Maintain and enforce the approved parameters set forth when determining client eligibility for emergency food services. Remembering that the first visit always involves food and referrals to other food programs if deemed not eligible at Prodisee Pantry.
- Supervise the collection and handling of all client files/records in-house and online.
- Maintain client files; Intake and TEFAP, Sign-in Sheets, etc. Ensure all files are complete, up-to-date and handled in accordance with Prodisee Pantry’s Document Retention & Destruction Policy.
- Maintain a “central desk” to handle client issues that are outside the normal scope handled by interview volunteers, create individual case plans “homework” when needed for interviewers to address the myriad of client needs, and coordinate with the Executive Director in exceptional cases.
- Coordinate with the Executive Director in defining and determining which supportive programs Prodisee Pantry will partner with to provide access to additional services for clients.
- Arrange for representatives from supportive programs to speak to interview volunteers and to be present at food distributions.
- Maintain resources, information, referrals and collaborations that benefit Prodisee Pantry and forward new information to the Executive Director and Executive Assistant.
- Design or modify specific data collection tools such as spreadsheets and surveys for accurate and reflective quantitative and qualitative data.
- Create interview guides and host necessary trainings.
- Ensure all clients are welcomed, encouraged and receive not just food but access to additional services from supportive programs when needed.
- Attend and manage Client Services at Satellite Food Distributions.
- Monitor and ensure legal compliance.
VOLUNTEERS
The Client Services Manager is responsible for the recruitment, training, supervision and retention of client services volunteers but focusing on those who work as interviewers, client services office team. Remember at all times that Prodisee Pantry relies on the energy and caring hearts of volunteers to fulfill our mission.
- Establish training programs for each volunteer work area, making sure that all volunteers are fully aware of the policies and procedures adopted by the Board of Directors and are in compliance with Standards for Excellence.
- Supervise and evaluate individual volunteer’s interactions with employees, co-volunteers and clients; being conscious of possible negative situations requiring resolution.
- Schedule volunteers as needed for all client services, client information, interview, and parking lot.
- Ensure that there are back-up volunteers for key responsibilities.
- Facilitate Prodisee Pantry’s Interns and keep all necessary paperwork.
- Provide Operations Director with updates to Prodisee Pantry’s Operations Manual for review and approval by the Board of Directors biennially.
ADMINISTRATION
The Client Services Manager works closely with the Executive Director to ensure the day-to-day operations flow smoothly. And, that short and long term client services goals are achieved and all necessary paperwork is maintained in good working order.
- Client Communication
- Maintain and update Promise Room Slide Show
- Post on Facebook, Instagram and Twitter; sharing all fundraisers, volunteer groups, important messages and posts of supportive program partners in conjunction with the Executive Director.
- Produce flyers, brochures, etc.
- Client & Donor Relations
- Ensure the Client Services office is welcoming and runs smoothly. This involves supervising reception desk for effective telephone and mail communications both internally and externally to maintain professional image.
- Overall clerical and administrative activities
- Maintain and produce letters, logs & spreadsheets.
- Maintenance and purchases of office equipment, supplies and other items as requested by Executive Director.
MANAGEMENT INTEGRITY
The Client Services Manager coordinates and manages key volunteers critical to the efficient, effective and compassionate operation of Prodisee Pantry’s Client Services including the recruitment, training and retention of such. These may include: Interview Team, Client Information Team, Client Services Team, Supportive Programs, Parking Lot Team, and Interns.
Assist the Executive Director as needed. Cooperate and coordinate with the Operations Director and Executive Assistant to carry out the strategic plan and goals set forth by the Board of Directors and under the supervision of the Executive Director. And, in accordance with the policies and procedures of Prodisee Pantry and Standards for Excellence.
- Responsible for initiating, planning and implementing creative solutions to problems that arise.
- Responsible for growth and expansion of client services.
- Attend trainings, community meetings, agency conferences and professionally representing Prodisee Pantry.
- Perform other duties as directed by the Executive Director.
- Participate in all Prodisee Pantry events, as well as outside events which promote the mission of Prodisee Pantry.
- Maintain a compassionate, caring and flexible attitude toward all clients, volunteers, churches, agencies and businesses within Prodisee Pantry’s Scope.
QUALIFICATIONS
MINIMUM EDUCATION, EXPERIENCE & SKILLS:
- Bachelor’s Degree with client services experience.
- Leadership, nonprofit and case management experience preferred.
- Working knowledge of social services and connections to community resources in Baldwin County.
- Ability to respond compassionately to persons who are in crisis while maintaining appropriate and professional boundaries.
