Job Title: Manager of Client Services Reports To: Director of Nutrition and Client Services FLSA Status: Exempt Department: Programs Labor Status: Non-Union Approval Date: 7/16/2024 Community Servings' mission is to actively engage the community to provide medically tailored, nutritious, scratch-made meals to chronically and critically ill individuals and their families. In addition, we are committed to prioritizing racial and economic justice and health equity in all our programs and business practices. We are a dynamic and fast-growing agency at the forefront of the "Food is Medicine" field, providing over 1M medically tailored meals annually to clients and their families experiencing illness and food insecurity in Massachusetts and Rhode Island. Our work strongly focuses on supporting the regional local food system, delivering high-quality nutrition education to the community, and hosting an on-site food-service workforce development program. Over the past 34 years, the agency has provided 13M free, scratch-made meals. Summary: The Manager of Client Services oversees client services functions and programmatic obligations for all publicly and philanthropically funded clients. This includes ensuring that policies and procedures are followed so that client files are complete and up to date with required documentation, as per Community Servings’ and funder standards, and best practices. The Manager of Client Services works collaboratively with the Nutrition Services, Kitchen, and Delivery teams to ensure appropriate and consistent delivery of services to clients in the Food and Nutrition program. Essential Duties and Responsibilities include the following: Ensures a consistent flow of clients through the intake process across all publicly and philanthropically funded clients to meet budget targets, utilizing metrics and dashboards as guidelines for success. Ensures that all client documentation for HIV/AIDS/HCV clients is collected and up to date according to funder requirements. Tracks and maintains paperwork to ensure compliance for multiple annual audits. Manages a team of coordinators to carry out client services functions, including direct and team supervision. Assists with the coordination of delivery of meals. Addresses any concerns or questions raised by staff and/or home-delivered meals clients. Works closely with the Manager of Client Services for Healthcare Partners to oversee the team of Client Services Coordinators. Works with the Salesforce Administrator and program management team to improve Salesforce workflows and processes for client management. Works cooperatively with Nutrition Services to meet clients’ nutritional counseling, educational and specific dietary needs. Oversees and develops ongoing mechanisms for client feedback, including biannual client surveys. Contributes to ongoing Clinical Quality Management (CQM) work as required by BPHC and DPH. Maintains a close working relationship with program or contract managers from each external program. Qualifications Excellent writing and verbal skills Supervisory experience Excellent organizational skills and ability to multi-task Proficiency in Microsoft Office, Dropbox, Salesforce, Teams Education/Experience An Associate Degree in human services and five or more years working in direct service or client advocacy, or equivalent combination of education and experience. Supervisory Responsibilities We offer a complete benefits program including: Medical Insurance Life-, Short- and Long-Term Disability Insurance Paid Vacation, Holidays, Sick Time, and Personal Time off Flexible Spending account (Medical and Daycare) 403(b) Retirement Plan Free Dental Insurance Free daily community lunch Free parking The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is routinely required to stand and walk. Community Servings knows that diversity drives excellence. We are a place where everyone is welcome. We celebrate, promote, and derive strength from a diversity of lived experiences. We actively seek and encourage an inclusive workforce. Community Servings participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. J-18808-Ljbffr