RISE Client Services Manager

This position is responsible for overseeing case management services to victims of all forms of Human Trafficking, as well as providing direct case management services to adult and juvenile victims of all genders and all forms of human trafficking.  The HT Client Services Manager will take a lead in serving clients with more significant trauma, unusual needs, and larger and more complex family and need situations. The position is full time exempt and will include after-hours duties.  

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core duties and responsibilities during scheduled hours include the following:

• Provide oversight to 4 case managers, housing and employment specialist, student interns, and volunteers in providing client services.

• Conduct follow-up on crisis response calls to assure for follow-up, distribution of case load, and short-term emergency assistance needs.

• Provide crisis response and long-term case management services to victims of all forms of human trafficking, including accompanying clients to court and connecting with civil legal assistance as necessary.

• Provide rotating supervisory support for RISE ALERT hotline while being on call to directly respond to crisis calls or to provide support to front line advocates.

• Provide rotating after hours on-call operational support advocacy for law enforcement operations that require RISE support.

• Communicate with community service providers and partners to manage jointly served clients and secure range of services to meet the needs of human trafficking clients.  

• Maintain oversight of a small case load while updating case files to assure accurate and timely data for input for tracking and research.

• Coordinate with law enforcement and prosecutors to assure case management support for law enforcement interviews, court appearances and testimony for those choosing to participate in prosecution of traffickers.

• Assist other case managers with cases and security resources as necessary.

• Assist RISE Client Services Director with grant deliverables and reporting.

• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES:

Supervises 4 FT RISE Case Managers, FT Housing and Employment Specialist, joint support to volunteers including students and interns.

COMPETENCIES:

To perform the job successfully, an individual should demonstrate the following competencies:

Intellectual

• Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data;
• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.
• Knowledge of polyvictimization issues, dynamics of grooming and abuse/power dynamics

Interpersonal

• Client and Customer Service – Manages difficult or emotional client and customer situations; Responds promptly to needs of clients, advocates, and other staff; Completes follow-ups with clients after hospital accompaniment in a timely manner.
• Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.
• Oral and Written Communication – Able to communicate and understand written materials fluently in English; Responds well to questions; Participates in meetings. Is an excellent spokesperson and representative for the organization to the community; Asks supervisors and/or other approved subject matter experts for assistance when necessary; Puts out excellent and error free written work product; Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Communicates clearly with office based advocates to assure optimum service and responsiveness to clients; Gives and welcomes feedback.

Self-Management

• Planning/Organizing – Uses time efficiently; Develops realistic action plans.
• Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Safety and Security – Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Dependability – Consistently responds to calls immediately and responds to the hospital in a timely manner; Follows instructions, Responds to management direction; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Innovation – Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others’ interest.

QUALIFICATIONS:

To perform this job successfully, an individual must have necessary knowledge, skills, and abilities, and will have to complete prescribed training programs with The Rape Crisis Center Advocate Training and additional human trafficking training. Must maintain and have available an active working phone and reliable transportation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Bilingual in English and another language strongly preferred, with strong written communication skills in English. Preferred grant and grant reporting experience.

EDUCATION AND/OR EXPERIENCE:

Minimum of a Bachelor’s Degree from an accredited college in human services, social work, criminal justice, or related field. Master’s degree preferred. All advocates must complete full 50 hour advocate training and participate in continuing education activities a minimum of 3 times per year. Must maintain compliance with UMC requirements and remain active and updated with the Human Resources Department at UMC.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to walk, stand, and sit; reach with hands/arms and talk/hear.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level and lighting in the work environment is usually moderate.