EMP+EVNSC Client Services Manager

About the role

The Salvation Army is a branch of the Christian Church, and the ultimate goal of all programs is spiritual regeneration of all people. The Salvation Army is an equal opportunity employer.

Responsibilities

• Provide direct supervision and leadership to case management staff across EVNSC and the Emergency Motel Program, including hiring, training, performance management, and professional development.
• Oversee and ensure the consistent implementation of housing-focused, client-centered case management practices, including assessment, service planning, and housing navigation.
• Establish and monitor performance expectations for case management staff, including outcomes related to permanent housing placement, length of stay, income growth, and service engagement.
• Conduct regular supervision meetings, case conferencing, and file reviews to ensure quality, consistency, and adherence to program standards and documentation requirements.
• Ensure that individualized service plans are developed collaboratively with clients, regularly updated, and aligned with client goals and housing outcomes.
• Maintain proactive relationships with community partners, including housing providers, behavioral health providers, and other service organizations, to support client referrals and housing placement.
• Ensure clients are connected to appropriate external services, including healthcare, behavioral health, employment, and public benefits.
• Participate in grant and contract activities, including supporting data collection, reporting requirements, and compliance with program standards.
• Generate reports and maintain records as required to support program operations, compliance, and evaluation.
• Ensure compliance with Salvation Army policies and procedures, as well as contractual, regulatory, and funding requirements.
• Support development and implementation of staff training related to case management practices, documentation standards, and service delivery models.
• Respond to escalated client situations and provide guidance to staff in managing complex cases, crisis situations, and service barriers.
• Represent The Salvation Army and its programs to community partners, funders, and stakeholders in a professional and positive manner.
• Perform other job-related duties as assigned by the Director.

Requirements

• College degree preferred or equivalent experience in human services, social services, or related field
• HS Diploma or GED required
• Two years of experience supervising staff in a human services or social services setting preferred
• Experience in case management, housing services, or a related field preferred
• Experience with HMIS or similar data systems preferred

Qualifications

• An ability to engage with diverse populations in a respectful and culturally responsive manner.
• Demonstrates a commitment to the values of equity and inclusion by honoring diverse characteristics and expressions of personal identity.
• Detail-oriented – attention to detail required
• Self-starter
• Team player
• Strong use of the English language in verbal and written communication
• Excellent interpersonal skills
• Effective communication and telephone skills
• Ability to work in a fast-paced environment and maintain poise under pressure
• Customer service mindset
• General accounting and bookkeeping knowledge
• Strong analytical and research skills
• Proficient typing skills (60 words per minute)
• Ability and willingness to keep information confidential
• To pass a “Protecting the Mission” background check, as required by Salvation Army Standards.
• Willingness to abide by the Salvation Army’s drug and alcohol policy.
• Software-related Skills: Proficient in Microsoft Word and Excel; Microsoft PowerPoint is helpful; Knowledge of the use of the email program - Outlook; Working knowledge of integrated database applications and ability to use new software programs with basic training.

Skills & Abilities

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis
• Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead
• Ability to operate a telephone
• Ability to operate a desktop or laptop computer
• Ability to lift up to 45lbs
• Ability to access and produce information from a computer
• Ability to interpret and understand written instructions

Physical Requirements

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis
• Ability to grasp, push, pull objects such as files, file cabinet drawers, and reach overhead
• Ability to operate a telephone
• Ability to operate a desktop or laptop computer
• Ability to lift up to 45lbs
• Ability to access and produce information from a computer
• Ability to interpret and understand written instructions

Working Conditions

Work is primarily conducted in a sheltered environment, with occasional outdoor duties. The indoor setting ensures a consistent and predictable work environment, free from the discomfort of inclement weather changes. However, some discomfort may be related to noise, dust, dirt, and similar factors. For the occasional outdoor tasks, please dress according to the weather forecast.

Schedule / Location

This position is located at our shelter in Everett, Washington. Upon hire, the assigned schedule will be confirmed based on operational and program needs of the shelter. Scheduling may vary depending on the shelter operations and program coverage.

Benefits

A generous benefits package is included with full-time positions: paid holidays, vacation time, sick time, and medical, vision, and dental insurance. Health Insurance: Low bi-weekly premiums for employee-only coverage, Kaiser HMO for those residing in a Kaiser service area, Anthem EPO/PPO is available for those residing outside a Kaiser service area. Voluntary +1 and +family coverage at additional cost. Delta Dental DHMO and DPPO dental insurance are offered. Life and Voluntary Options: An employer-paid life insurance policy covers employees. Voluntary supplemental life, short-term and long-term disability plans are available. Retirement Plans: Employer-funded Money Purchase Pension Plan (Defined Contribution Plan) 50% vested at five years eligible service time. Plus, an employee-funded voluntary 403(b) option. Parental Leave: The benefit is 40 hours of Paid Leave for qualifying events. Sick Leave: 12 days of Sick Leave annually accruing from day one, eligible for use after three months’ service time. Paid Vacation Two weeks annually, accruing from day one, for non-exempt positions. Four weeks annually, accruing from day one, for exempt positions. Accrued vacation is eligible for use after six months’ service time. Paid Holidays: 13 designated holidays + 1 floating holiday per year

Equal Employment Opportunity

The Salvation Army is an equal opportunity employer. Minorities/Women/Veterans/People with Disabilities.