Client Services Manager - Detoxification Services

Schedule

Full Time

Benefits

• Low-cost medical, dental, and vision coverage.
• Health savings account.
• 403b retirement plan with employer match (50% match up to 3%).
• Employee Assistance Program for all employees.
• 33 paid days off: 11 observed paid holidays, 12 sick days, and 10 vacation days to start. Vacation increases to 12 days after 1 year, 15 days after 2 years, and more at 5 and 9 years of service.
• Sick and vacation time accrue hourly per pay period.
• $50,000 in employer-paid life insurance; additional coverage available.
• Employer contribution to your Health Savings Account (paid quarterly).
• Employee Referral Program including cash bonuses and paid time off.

About Volunteers of America, Utah

Volunteers of America, Utah is an affiliate of a national, nonprofit, faith-based organization that has served communities across the United States for more than 125 years. Volunteers of America, Utah’s mission is to provide community-supported paths for those who are vulnerable to improve their lives and increase their self-reliance. Our programs serve people experiencing challenges related to mental health, substance use, and homelessness. We encourage all who are passionate about making a difference, including individuals with lived experience, to apply.

Responsibilities

• Provide direct supervision, coaching, performance management, and ongoing evaluation of assigned case management staff within Detoxification Services and the Center for Women and Children.
• Conduct weekly one-on-one meetings with direct reports to support employee performance, professional development, and consistent service delivery.
• Participate in interviewing, selection, and hiring decisions for assigned positions and make recommendations regarding candidate selection.
• Address employee performance and conduct concerns and participate in corrective-action decisions.
• Provide recommendations regarding corrective action, promotion, advancement, retention, and other changes in employment status.
• Provide onboarding, training, and professional development for case management staff and ensure consistent service delivery practices.
• Plan, assign, and direct the work of assigned staff, including establishing priorities, caseload assignments, service coverage, and day-to-day staffing needs.
• Coordinate daily case management operations, including caseload assignments, service coverage, and staff support.
• Facilitate regular case staffing meetings and provide guidance on complex client situations, service planning, and barriers to care.
• Maintain a limited caseload and provide individualized case management services, including assessments, service planning, and coordination of treatment or community resources.
• Support crisis intervention efforts and assist staff in responding to behavioral or medical emergencies using trauma-informed and de-escalation practices.
• Monitor documentation and ensure timely and accurate case notes, assessments, and service records in required data systems.
• Assist the Program Director in monitoring program outcomes, identifying service gaps, and improving case management practices.
• Ensure services align with licensing requirements, agency policies, and contract standards.
• Collaborate with internal programs and external community partners to ensure clients have access to treatment, housing resources, and supportive services.
• Participate in the management on-call schedule as assigned.
• Participate in agency meetings, leadership initiatives, and program improvement activities.
• Maintain collaborative relationships with community partners, treatment providers, and referral sources.
• Attend work as scheduled and perform other job-related duties as assigned.

Requirements

Knowledge, Skills & Abilities

• Ability to exercise independent judgment in supervising staff, assigning work, addressing performance concerns, and making recommendations regarding employment decisions.
• Experience working with individuals experiencing substance use disorders or homelessness.
• Knowledge of trauma-informed care, Motivational Interviewing, and Stages of Change.
• Ability to provide leadership and support to a diverse team of case managers.
• Strong communication, documentation, organizational, and crisis-response skills.
• Ability to manage multiple priorities in a fast-paced residential environment.
• Ability to uphold professional boundaries, confidentiality requirements, agency policies, and procedures.

Minimum Qualifications

• Bachelor’s degree in social work, human services, or a related field, or an equivalent combination of education, experience, and training.
• CPR and First Aid certification.
• Must pass Utah DHS Office of Licensing background screening and pre-employment drug screen.
• Must have Utah Case Management Certification.
• When driving is required, must meet agency driver eligibility requirements.

Preferred Qualifications

• Supervisory or leadership experience in a social service setting.
• Experience supporting individuals with substance use disorders and/or homelessness.

Work Environment & Physical Requirements

• Ability to lift and carry up to 25 pounds.
• Ability to walk up and down stairs and move around the facility while interacting with clients for extended periods.
• Work is generally performed in an office and residential service environment and may require computer use for extended periods.