Client Services Manager
- In partnership with the National Contact Center, deliver high-quality phone-based clinical support to clients with memory loss, their care partners and the professional community.
- Support 30 volunteers and student interns to deliver timely, relevant and high-quality information and support to clients; Oversee training, ongoing education and supervision of these volunteers and students.
- Develop and implement a plan to assure timely delivery and accurate documentation of high-quality follow-up to incoming calls, emails and chapter referrals
- Link family and professional caregivers to appropriate print and video materials
- Confirm high quality information is available on CommunityResourceFinder.org online resource.
- Assure grant obligations as related to supporting individuals with memory loss and their care partners are fulfilled by tracking grant objectives, activities and budget expenditures.
- Assure compliance with Core Services Quality Evaluation Initiative for 24/7 Helpline (at least 90% satisfied); review data to identify areas for improvement and gaps in service delivery.
- Regularly measure volunteer satisfaction, engagement and quality service delivery; conduct annual volunteer performance reviews.
- Provide training and clinical case reviews for skill development and performance improvement.
- Collaborate with Client Services Administrative Support Specialist and Sr. Director of Client Services to assure accurate client interaction documentation
- Assist Sr. Director of Client Services with grant writing and grant report generation and department service statistics
- Provide short-term consultations by phone, email or in person as requested to assist Alzheimer’s families in understanding dementia, planning for future care needs, ability to cope; link clients to appropriate chapter and community resources.
- Serve as back-up to Care Consultants for scheduled and unscheduled in-person client meetings at Chapter office.
- Attend chapter meetings and special events as scheduled.
- Cultivate and recruit supporters for chapter fundraising events like Walk to End Alzheimer's and Longest Day. Generate leads for Development team.
- Must have a Master’s in Social Work
- Clinical experience: 2 years’ experience providing care consultation or case management; dementia care experience preferred
- Experience in volunteer training and management preferred
- Demonstrated history of clinical services delivery, quality program evaluation.
- Proficiency with Microsoft Office applications (especially Word & Excel) and Google; proficiency with constituent database preferred.
- Ability to carry up to 25 lbs of equipment & supplies
- Some travel by car throughout the 96 county service area and flexibility to work evenings and weekends to meet community needs.
Job Status: Full Time
Job Reference #: 3048