Manager of Client Access and Supportive Services

The Manager of Client Access and Supportive Services helps to manage security and safe access for clients in the lobby and main waiting area of 129 Fulton Street, as well as client and building mail operations. Key to this position is the ability to proactively make relationships with clients who are experiencing homelessness and to help them to navigate our offices successfully and safely. The Manager will primarily spend time assisting with monitoring the lobby and 4th floor waiting area where they will assist with communication of program access rules, support security staff and mail room staff in their work, offer assistance with de-escalation of client matters as instructed by – and alongside – the Crisis Intervention Program Directors and the Senior Director of Crisis Services.

The Manager will assist in coordinating coverage to ensure client related tasks for security and all mail room operations are completed each day and will be expected to fill in at the front desk, security or in the mail program, as needed, in order to accomplish the tasks of each program.  The Manager performs all job duties consistent with the mission and goals of the Coalition for the Homeless. 

DUTIES and RESPONSIBILITIES:

1. Support security staff, both Coalition staff members and contracted security staff, in ensuring the communication of practical, respectful, client centered policies and practices at the front door to the agency;

2. Working with Program Directors, maintain up-to-date knowledge of guidelines for accessing all Coalition services and help to ensure that program access rules are communicated respectfully and consistently; 

3. Working with Crisis Intervention and Keys staff, maintain a knowledge of department clients and their needs and goals in order to help clients access and maintain contact with advocates and ensure we are all fully aware of client needs; 

4. Assist in de-escalating any conflict as it arises in the lobby or 4th floor waiting area recognizing our client’s lived experience and disabling conditions, among other needs; 

5. Work in conjunction with all Coalition departments to follow protocol for welcoming outside visitors to the Coalition and connecting visitors to appropriate staff; 

6. Ensure the organized operation of client mail services in accordance with the rules communicated to clients and outlined internally; 

7. Ensure Coalition mail policies meet department needs and internal mail expectations are consistently met for each department; 

8. Offer managerial, clerical and client related support to both mailroom and security staff;  

9. Ensure staff schedules meet the needs of the department and fill in when mail or security staff are out and, when needed, at the front desk on the 4th floor; 

10. Obtain regular (no less than weekly) supervision with the Senior Director of Crisis Services; 

11. Participate in regular staff and other meetings, such as in-service training and staff development and orientation activities;

12. Perform all other duties as may be assigned by the Senior Director or Deputy Executive Director for Programs.

Requirements

Professional degree in client services, social work, or other health related field strongly preferred. Prior advocacy/case management experience and two years of strong leadership and/or supervisory experience required. Experience working with people experiencing homelessness, individuals living with/ recovering from mental illness, those using substances, and/or persons living with other medical disabilities required. Lived experience and Spanish proficiency desirable.

REPORTS TO: Senior Director of Crisis Services