Program Manager of Client Services

About the role

The Rescue Mission is seeking a Full Time Program Manager of Client Services to join their team in the Syracuse Emergency Shelter. This role involves managing processes, providing leadership and guidance to the case management team, ensuring operational excellence, and fostering a safety-first culture.

Responsibilities

• Supervise, coach, and develop case management staff through effective recruitment, training, and ongoing support
• Maintain a fully staffed schedule that meets operational needs, including evenings and weekends
• Monitor client services to ensure excellence and implement best practices in staff training and performance evaluation
• Partner with local agencies and attend community meetings to enhance service delivery
• Assist in budget development and oversee expenses to achieve financial objectives
• Ensure compliance with regulatory guidelines and maintain confidentiality of client information
• Foster a safety-first culture and model organizational values
• Have a flexible schedule and be committed to in-person attendance

Requirements & Education

• Bachelor’s Degree in human services, health services or related field or equivalent work experience required
• Master’s Degree preferred
• Ability to work a flexible schedule including 2nd & 3rd shifts and weekend hours required
• Cell phone/smart phone required
• Flexibility to change
• Passion for the mission and vision of the organization
• Valid NYS Driver’s License in compliance with company driving criteria
• Two years staff management/supervisory experience required
• Prior experience working with homeless, addicted and/or mentally disabled clients desired

Other Skills Needed To Perform Effectively

• Strong Leadership, Communication, and Interpersonal Skills
• Organizational/time management skills
• Excellent Customer Service skills focused on the client’s needs
• Sensitivity and compassion for the homeless population
• Strong Interviewing/assessment skills
• Ability to foster and develop a team environment
• Ability to develop strong leadership skills among shift leaders
• Ability to build trust-based relationships
• Ability to problem solve and provide oversight to 2nd & 3rd shift
• Computer literate
• Ability to maintain a calm professional presence
• Manage stress while being exposed to complex personalities, problems and needs
• Crisis management skills

Pay

$70,000.00 Annually

Benefits

• Medical
• Dental
• Vision
• 401K
• Flexible Spending Accounts
• Paid Time off
• Group and Voluntary Life
• Short -Term Disability