Client Services Manager - Detoxification Services

Description

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 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.

Under general direction of the Program Director, the Client Services Manager manages and directs case management operations within Detoxification Services and the Center for Women and Children. The position provides direct supervision of assigned staff and exercises independent judgment in daily staffing, work assignments, service delivery, performance management, and operational decisions within established agency policies. The role ensures high-quality, trauma-informed case management practices while supporting staff development, program compliance, and client access to treatment and recovery services. This position is treated as FLSA Exempt.

Essential Functions

Essential functions may vary but may include the following tasks, knowledge, skills, abilities, and other characteristics. This list is illustrative only and is not intended to be a comprehensive listing of all duties performed by the position.

Supervision & Staff Development

1. Provide direct supervision, coaching, performance management, and ongoing evaluation of assigned case management staff within Detoxification Services and the Center for Women and Children.

2. Conduct weekly one-on-one meetings with direct reports to support employee performance, professional development, and consistent service delivery.

3. Participate in interviewing, selection, and hiring decisions for assigned positions and make recommendations regarding candidate selection.

4. 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.

5. Provide onboarding, training, and professional development for case management staff and ensure consistent service delivery practices.

6. Plan, assign, and direct the work of assigned staff, including establishing priorities, caseload assignments, service coverage, and day-to-day staffing needs.

Case Management Operations & Client Services

1. Coordinate daily case management operations, including caseload assignments, service coverage, and staff support.

2. Facilitate regular case staffing meetings and provide guidance on complex client situations, service planning, and barriers to care.

3. Maintain a limited caseload and provide individualized case management services, including assessments, service planning, and coordination of treatment or community resources.

4. Support crisis intervention efforts and assist staff in responding to behavioral or medical emergencies using trauma-informed and de-escalation practices.

Quality, Compliance & Program Improvement

1. Monitor documentation and ensure timely and accurate case notes, assessments, and service records in required data systems.

2. Assist the Program Director in monitoring program outcomes, identifying service gaps, and improving case management practices.

3. Ensure services align with licensing requirements, agency policies, and contract standards.

Community & Agency Leadership

1. Collaborate with internal programs and external community partners to ensure clients have access to treatment, housing resources, and supportive services.

2. Participate in the management on-call schedule as assigned.

3. Participate in agency meetings, leadership initiatives, and program improvement activities.

4. Maintain collaborative relationships with community partners, treatment providers, and referral sources.

5. 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.