Client Services, Director

Job SummaryClient Services DirectorAs a member of the Leadership Team, the Client Services Director will lead, oversee, and deliver on the success of our programs in service of our clients. The director ensures the organization is meeting regulations, designating funds appropriately, designing high quality programs, and evaluating program effectiveness. They are responsible for direct service programs including housing stability assistance, employment readiness, homebuyer services, vehicle repair assistance, financial wellness, and tax assistance. They also oversee a portfolio of program partnerships in Hennepin County and the Twin Cities. The director collaborates across the organization, serves as a solutions-oriented innovator and implementer in supporting greater access to our programs to ensure clients experience the best service possible. Beyond identifying areas for improvement as we constantly strive to do better, the director works to ensure our programs are achieving positive impact in the community, https://caphennepin.org/what-we-do/.Primary Responsibilities• Works to ensure consistent, excellent quality and positive, strategic impact across programs.• Provides oversight and is accountable for outcomes and performance in all our client services programs, including developing an annual budget and operating plan to support programming.• Collaborates with the leadership team to set strategic goals and objectives for programs.• Establishes trust, maintains open lines of communication, and embodies team-based management and leadership, service, and energizes others by implementing high-impact solutions and accountability.• Recruits, selects, trains, and evaluates staff members. Provides overall supervision and counsel for nine (9) program staff. Monitors performance and collaborates with program staff to determine ways to improve.• Ensures staff engagement, support, and development including regularly scheduled staff meetings, one-on-one meetings with staff directly reporting to the director, and assuring the implementation of program goals and strategies. Provides training and coaching to ensure colleagues understand and comply with program policies and procedures.• Oversees all internal reports and deliverables, including weekly, monthly, and quarterly reports. Collaborates with Planning & Development staff as well as Finance to complete and submit funder required reports.• Provides program updates, elevates, and solves problems or risks to the program, troubleshoots challenges, and strategizes program goals.• Identifies opportunities to innovate and iterate to continuously improve processes, procedures, and policies.• Collaborates with Planning & Development staff and grant write to produce high quality grant proposals to existing and new funders.• External spokesperson for all client services programs.• Cultivates relationships with community partners and proactively addresses issues collaboratively.• Supports CAP-HC's mission, vision, code of ethics and strategic plan.Required Qualifications• Undergraduate degree in related field and eight (8) years’ experience or equivalent combination of education and experience in a senior management position.• Five (5) years of experience supervising full-time staff.• Excellent professional written and verbal communication.• Proven ability to work effectively in a diverse team environment and manage multiple, high priority projects simultaneously.• Demonstrated understanding of program management and evaluation in an outcomes-based framework.• Effective supervisory and people skills with strong administrative skills.• Strong organizational skills.• Confident and comfortable public speaking, including with media, legislators, and representing CAP-HC in small and large groups of people.• Competence in advocacy – ability to identify problems or areas of opportunity and execute a plan of action to address the problems.• High level of computer literacy (e.g., Microsoft Office (Word, Excel, PowerPoint) and demonstrated financial competency in managing program budgets.• Ability to train, supervise and motivate staff.• Demonstrated knowledge and experience related to working in direct service programs and/or case management.• Ability to maintain collaborative partnerships both internal and external to the organization.Preferred Qualifications• Master’s degree and experience developing and managing programs, in a non-profit organization.• Leadership experience in management or administration in a non-profit organization.• Multilingual.Physical RequirementsWork is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances. Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Focus and long periods of mindfulness. Travel/commute locally.DetailsThis position is full-time exempt (minimum of forty hours per week). This director will work from our Bloomington location and will travel regularly to our two other locations (Brooklyn Park and Minneapolis) and other community organizations. A hybrid schedule may be available after ninety days.The annual base salary range is $88k-$102,000k. The pay is based on like experience, skills, education, and training. Benefits available include Medical, Dental, Vision, Retirement, STD, LTD, PTO and twelve paid holidays.We strongly encourage women, BIPOC, veterans and those who identify as Trans or LGBTQ+ to apply.Who We AreCommunity Action Partnership of Hennepin County (CAP-HC), https://caphennepin.org/, is a state and federally certified Community Action agency that serves the residents of Hennepin County. We are part of a national network of over one thousand Community Action Agencies committed to poverty reduction. The network was established in 1964 with the passage of the Economic Opportunity Act.Established in 1986, CAP-HC is a private 501(c)(3) non-profit organization that was formerly known as Community Action Partnership of Suburban Hennepin. Today, we are excited to serve all of Hennepin County with viable and multifaceted anti-poverty programming including Energy Assistance, Water Assistance, Financial Literacy, Vehicle Repair Program, Rental Assistance, and Homebuyer Services. The agency develops partnerships to address poverty while creating avenues of self-sufficiency for individuals and families.