Client Operations Manager Jobs in Norwalk, CT (NOW HIRING)

Job Title:  Client Assessment Manager  

Reporting to: Director of Program Operations 

Status: Full-time; Exempt  

About The Partnership To End Homelessness  

The Partnership To End Homelessness (The Partnership) is a homelessness prevention organization. 

Our values - compassion, inclusion, integrity, professionalism and social justice - steer our strategy and operations to achieve our mission of ending homelessness by preventing it. 

The Partnership's upstream intervention model combines housing, rental assistance and crisis services with mental health, support and education programming to prevent people from losing their homes. Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual  orientation who are at risk of, experiencing or recovering from homelessness.

 At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law. 

JOB DESCRIPTION  

Position Overview 

The Client Assessment Manager serves as the front door to the organization's housing stability services, conducting triage assessments, determining the appropriate level of intervention and designing effective client centered housing crisis intervention plans.  Reporting to the Director of Program Operations, this role leads the implementation of the organization's client-centered housing stability model, ensuring timely triage, coordinated service delivery, and effective interventions that prevent evictions and promote long-term housing stability. The ideal candidate is a strong problem solver who is client-centered, highly organized, and skilled at benefit navigation. This role plays a critical part in strengthening triage and service delivery systems to ensure individuals and families receive timely, coordinated, and effective support throughout their housing crisis. 

Responsibilities 

• Conduct triage assessments, determine levels of urgency, facilitate case conferences, assign cases, and develop housing stabilization strategies based on household composition, housing history, and other circumstances; 
• Ensure excellence in service delivery with a focus on timely crisis resolution, including monitoring wait times for triage appointments, quality of referrals, processing of financial assistance for rental arrears, and responsiveness to property owners and other parties involved in case resolution;
• Stay informed on housing policies, resources, and eviction prevention interventions available to New Yorkers, including HRA policies and procedures, Homebase services, housing vouchers, legal service providers, Housing Court, charitable assistance programs, and The Partnership's financial assistance protocols; 
• Support program staff in identifying and determining eligibility for referrals and resources that promote both short- and long-term housing stability, including rental assistance and subsidy programs;  
• Provide reassurance to clients and serve as a knowledgeable resource throughout the course of a case, explaining processes compassionately and using a trauma-informed approach;  
• Utilize warm handoff practices to support continuity of care and remain available to support staff troubleshoot complex or sensitive situations; 
• Intervene in challenging situations when mediation with property owners, advocacy with HRA or external providers, or internal coordination is needed to advance timely case resolution; 
• Analyze internal data to identify trends in service delivery and recommend updates and operational improvements to the Director of Client Operations; 
• Work with the Director of Client Operations to strengthen operational approaches that support organizational goals; 
• Facilitate meetings and trainings to promote best practices, consistency, and operational effectiveness across the program; 
• Participate in the ongoing development of The Partnership's programs and service models; 
• Maintain accurate and timely documentation through case files and the program database; 
• Build and maintain relationships with partner organizations and service providers; 
• Elevate client experiences through ethical storytelling that supports advocacy and fundraising efforts; 
• Perform other duties as assigned. 

 Skills and qualifications  

•  Bachelor's degree required;  
• 4+ years of progressive experience in social services, including at least 2 years supporting families prevent evictions; 
• Deep knowledge of housing stability programs, eviction prevention, crisis intervention, housing court and government benefits and the ability to train others;   
• Experience leading case conferencing unsupervised; 
• Strong leadership and interpersonal skill, including the ability to guide, influence, and hold staff accountable from a place of expertise, even without direct supervisory responsibility; 
• Strong advocacy skills and willingness to question processes, challenge barriers and identify creative solutions identify creative solutions in order to achieve the best possible outcome for clients; 
• Strong understanding of trauma-informed care and the intersection of mental health, housing instability
  and systemic inequities; 
• Ability to move cases forward with urgency and accountability while balancing compassion, quality service delivery, and organizational priorities; 
• Strong conflict resolution, mediation and de-escalation skills; 
• Experience using data to inform programmatic recommendations and decision-making; 
• Partnership-building skills and experience working with diverse stakeholders across community, government and healthcare sectors; 
• Commitment to equity, inclusion and serving diverse communities.  
• Excellent written and verbal communication skills; proficiency in Microsoft Office and data management systems.
• Bilingual Spanish required. 

This description describes the general nature and level of the work being performed by people assigned to this role.The Partnership To End Homelessness reserves the right to amend and change responsibilities to meet organizational needs as necessary. 

Work Environment and Physical Requirements

The work environment and physical demands described represent those encountered by, and 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. 

Work Environment and Physical Requirements  

WORK ENVIRONMENT: This position operates in a professional office environment with a low to  moderate noise level; routinely uses standard office equipment such as computers, phones, cameras,  photocopiers/scanners and filing cabinets; is required to travel to external meetings, and be able to work  evenings and weekends, as needed; and, frequently focus for long periods of time. 

PHYSICAL REQUIREMENTS: While performing the duties of this job, the employee is regularly required  to stand, walk and sit; maintain a stationary position for long periods of time; use hands and fingers to  operate objects, tools or controls such as phones, computers and office equipment and accessories; reach  with hands and arms; climb or balance; stoop, kneel, crouch or crawl; talk, hear and exchange accurate  information via in-person, electronic, telephonic, virtual and written communications. The employee must be  able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision,  distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

 Benefits  

Compensation for this full-time, exempt role includes: $84K salary; generous PTO and benefits, including employer coverage of 100% of employee health insurance premiums (medical, dental, vision); disability; life insurance; transit; and 401K with employer contribution. A seasonal 4-day work week, based in NYC office.   

How to apply 

Please submit a letter of interest that details how your experience to date makes you a match for this position and why you are interested in this role and mission at this time. Please include a copy of your resume as support for your letter.