Director Of Client Success Jobs in Rochester, NY

Description

We are Hiring!

Catholic Charities Family and Community Services (CCFCS) has been serving our community for over 100 years. We walk with people when they are at their most vulnerable as they journey toward independence to reach their full human potential. We proudly serve and employ people from all backgrounds and experiences. If you're looking for more than just a job, if you're passionate about making a meaningful impact on the lives of others, join a team that changes lives every day. Be a part of something truly special. 

Employment Type: Full-Time

Schedule: Monday-Friday (9am to 5pm)

Salary: $70,000 to $75,000 

Top Benefits and Perks:

• Competitive salary and 403b retirement plan 
• Generous time off package and work-life balance 
• Comprehensive benefits package 
• Supportive and collaborative environment 
• Opportunities for growth and development 
• Intrinsic reward of truly making a difference in people's lives. 

Qualifications:

Education: Bachelor's degree required; Master's degree in a human services field preferred. An equivalent combination of education and experience will be considered.

Experience: Minimum five years of professional experience in the human services field with a demonstrated record of programmatic or organizational success. Minimum three years of supervisory experience, including team leadership, staff development, and performance management. Experience working with diverse, vulnerable, or marginalized populations is essential.

About the role: 

The Steps to Success is a bold, new program grounded in the nationally recognized EMPath Mobility Mentoring model-designed to help low-income families achieve long-term economic self-sufficiency and overall well-being. This community collaborative initiative offers a powerful opportunity to lead transformational change for families residing in targeted zip codes within the City Of Rochester. The Director of the Steps to Success Rochester Program provides visionary leadership and hands-on oversight to a multidisciplinary program management team. As part of a collaborative effort with other Mobility Mentoring provider agencies within Rochester, as well as governmental oversight entities, and local and state stakeholders, the Director works to achieve the overall success of the community initiative as well as the individual program required outcomes for CCFCS.  The Director is responsible for building, launching, and delivering the full scope of CCFCS' program -from staffing and program design to client recruitment, service delivery, stakeholder and community engagement. This position is accountable for all aspects of program administration, including grant administration, reporting, finance, team leadership, compliance, and public communications. In collaboration with the VP of Family Prosperity, the Director serves as the Agency's lead representative to key stakeholders at the County and State levels.

Essential Duties and Responsibilities:

Strategic Planning and Program Implementation

• Leads the buildout, launch, and full execution of the newly established Steps to Success Rochester Mentoring Program, aligning with the EMPath Mobility Mentoring model.
• Develops and implements strategic plans to meet aggressive program objectives, with a focus on overcoming significant client recruitment challenges in under-resourced neighborhoods.
• Anticipates risks and emerging needs in a fast-paced start-up environment; designs creative and adaptive strategies to respond effectively.
• Works in close collaboration with community team of provider agencies and other stakeholders to align CCFCS program efforts with the broader collective mission and strategic direction.

Staff Supervision & Development

• Supervises and supports the Program Managers, the Operations Manager, and indirectly their case management teams, ensuring performance excellence and mission alignment.
• Leads recruitment, onboarding, coaching, and performance evaluation of program management staff to ensure a cohesive and high-performing team.
• Champions a culturally competent, client-centered service delivery model that honors the lived experiences of a diverse client population.
• Builds a positive, goal-driven work culture that supports innovation, persistence, and continuous improvement.

Community Engagement and Stakeholder Relations

• Serves as the primary liaison with other provider organizations, the designated administrative agency, County and State agencies and other stakeholders regarding program design, implementation, performance, and funding requirements.
• Establishes and strengthens partnerships with referral agencies, workforce providers, community-based organizations, and other stakeholders to maximize outreach and impact.
• Leads creative and culturally responsive community engagement strategies to meet aggressive client recruitment goals across multiple neighborhoods.
• In collaboration with CCFCS Fund Development and Marketing teams as well as the Initiative's collective agencies, contributes to communication, public relations, and promotional efforts for the program.

Program Development, Operations, and Compliance

• Oversees the development, documentation, and implementation of policies, procedures, and workflows that reflect program values and funder expectations.
• Leads all grant-related activities for the Initiative, including reporting, contract compliance, and performance tracking, with support from program and administrative staff.
• Ensures program data is used to inform decisions, improve quality, and fulfill funder reporting and accountability requirements.
• Provides oversight to ensure all services are delivered with cultural humility, client dignity, and outcome orientation.

Fiscal Oversight and Resource Management

• Develops and manages the Initiative's program budget in partnership with CCFCS's Finance Department, ensuring stewardship of public funds and financial sustainability.
• Monitors expenditures, identifies financial trends, and adjusts strategies to ensure alignment with fiscal goals and grant obligations.
• Identifies and cultivates future funding opportunities to expand program services and impact.

Agency Leadership

• Participates as an active member of CCFCS' Leadership Team
• Supports and advances CCFCS's Core Competency initiatives: being Collaborative and Community Focused, Innovative and Entrepreneurial, and Culturally Competent and Diverse.
• Engages in fundraising and agency events, modeling leadership and alignment with the agency's Mission, Vision, and Values.
• Performs additional duties as assigned by the VP of Family Prosperity.

Note: The above description is illustrative of tasks and responsibilities. It is not meant to be all inclusive. Employees are required to follow appropriate supervisory direction and perform other related duties as required. 

Requirements

Physical Demands/Work Environment: The physical demands/work environment 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. While performing the duties of this job, the employee is frequently required to sit, talk, hear, stand, walk, use hands to type and/or perform light lifting. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. The noise level in the work environment is usually quiet.

Compliance: Adheres to all applicable federal and state laws and regulations including, but not limited to, those governing confidentiality, privacy, program, billing and documentation standards. All duties must be performed in accordance with CCFCS corporate compliance & ethics program. Any offer of employment will be contingent upon successful completion of a background check. CCDOR considers all background check information in accordance with applicable law.

Cultural Competence: Demonstrated ability to lead culturally responsive services and foster an inclusive, respectful environment for staff and clients from a wide variety of racial, ethnic, and socio-economic backgrounds.

Grant Management: Proven experience with grant administration, reporting, and maintaining compliance with public or foundation funders.

Skills: Strong strategic thinking, organizational leadership, team-building, communication, and data-informed decision-making capabilities. 

Additional Requirements:

• Ability to prioritize assignments, plan, and complete work projects with minimal direction,
• An ability to work efficiently and effectively and meet deadlines, 
• An ability to work under pressure,
• Excellent verbal/written skills,
• Ability to maintain confidentiality,
• Ability to demonstrate behaviors and attitudes which support agency mission, philosophy, and policies.
• Willingness and ability to foster agency and program wide cooperation and teamwork through use of positive/constructive communication techniques,
• Possession of a valid NYS Driver's license and a driver's record considered acceptable by agency and insurance carrier. Use of a registered and reliable vehicle..