Client Services Manager

New York City Anti-Violence Project

The Client Services Manager (“the Manager”) oversees clinical service programming and special projects for survivors of intersecting forms of violence in the Client Services Department. The Manager ensures quality service provision to AVP clients in sustainable ways by providing direct clinical and administrative supervision of staff; program planning, development, implementation, and evaluation; data management and information tracking for internal (quality assurance and program evaluation, internal tracking and analysis, performance management analysis with staff, reports to the Boar d, etc) and external reporting (media, grant contract reporting, requests for proposals , NCAVP report s , etc).


The Manager is an integral part of the Client Services leadership team (CSL) , and actively contributes to the development and implementation of d epartmental strategic goals that support the agency’s strategic plan. The Manager also p rovides rotating 24 – hour back – up coverage for supervision of on – call Client Services Staff and AVP’s crisis hotline volunteers, and represents AVP in related community committees and working groups/task forces.


Supervisory and Management

 Supervises Direct Services staff, providing administrative and clinical support.
 Provides back – up supervision, client – related consultation, and guidance to all Client Services interns, volunteers, and staff , in support of the Director of Client Services and the Deputy Director of Client Services.
 Evaluates direct reports in a timely and accurate way that promotes staff professional development and organizational functioning, including creating professional development plans, and working to support doing social justice work sustainably and responsibly.
 Oversees projects a nd activities as directed by supervisors, including, but not limited to community – based work in off – site locations, collaborative work across departments, and special projects.
 Coordinates CS responsibilities in rapid response to incidents of violence in communities AVP serves and supports, in collaboration with the Community Organizing and Public Advocacy (COPA) and Communications staff, specifically reaching out to NYPD and DA’s offices in each borough.
 Provides direct and/or task supervision to Client S ervices interns and assigned volunteers. Collaborates with fellow CS leadership team members to develop, implement and evaluate policy, procedure and protocol for Client Services and other departments, as appropriate.
 Collaborate with fellow supervisors a nd the management Team (MTeam) to develop and implement skills building and job development opportunities for staff.
 Support agency – wide anti – oppression process, including joining and actively participating in at least one working group.
 Abide by agency’ s Communications Agreements.
 Attend in – service trainings and external trainings/seminars as appropriate/indicated.
 Ensure that all department documentation and reports are accurately completed, meeting all deadlines.
 Develop and manage relationships with key internal and external stakeholders , throughout the City, State, and nationally through coalition work, networking, and presenting at conferences .

Program Development

In collaboration with CS Leadership team, support the design, development, implementation, and sustainable operation of innovative and responsible approaches to direct service work responsive to emerging needs of survivors of violence within LGBTQ and HIV – affected communities, which are informed by AVP’s trauma – informed, anti – oppressive, and harm reduction approach.

 Conduct formal and informal needs assessments to identify emerging needs of survivors of violence within LGBTQ and HIV – affected communities.
 Develop innovative and responsible service models to address those identifi ed needs.
 Ensure accurate and timely documentation and reporting of all program related activity.
 Develop program evaluation mechanisms to identify and implement impact measurement for Client Services programming.
 Develop, facilitate, and manage mission – related training and research, coordinating with the Community Organizing and Public Advocacy department.
 Participate in collaborative and coalition work related to AVP’s mission . Establish and maintain appropriate linkage agreements and referral relationships with relevant community organizations and other resources, in compliance with agency organizations.

Direct Services to Clients

 Provide direct case management, advocacy, crisis intervention, and counseling to clients .
 Provide back – up service s, in support of the CS staff and Interns.
 Provide back – up of AVP hotline during business hours and on a rotating basis, overnight/weekends as Clinical Back – up.
 Provide direct services to clients as assigned by supervisors, maintaining a small caseload.

Training and Education

 Serve as faculty in AVP’s Training Institute, facilitating trainings, presentations, webinars, and workshops at a local, state, and national level, representing AVP’s work.
 Work collaboratively across Programs to support the development of innovative training curricula for community members and professionals, to increase knowledge of violence within and against LGBTQ and HIV – affected communities, increasing access to culturally responsive, inclusive, and affirming safety, serv ices, and support resources.

Program – Related

 Attend weekly supervision sessions with the Deputy Director of Client Services (receiving supervision) and with all direct reports (providing supervision) .
 Attend and/or facilitate daily case conference meetin gs .
 Attend Client Services Department staff meetings and Group Supervision.
 Attend full – staff meetings.
 Attend in – service trainings and external trainings/seminars as appropriate.
 Assist with and attend AVP signature events.


 Serve as an Administrator on Client Services database applications and other tracking systems.
 Complete all assigned reports for internal and external use.
 Maintain complete case files and records of any direct service work completed.
 Maintain confidentiality and othe r appropriate boundaries and expectations.

Organizational Relationships

 Reports to the Deputy Director of Client Services .
 Works closely with staff in Community Organizing and Public Advocacy Department , Legal Department, and Communications department.
 Maintains relationships with community – based partners.

Other Duties as Directed by Supervisors


 3 – 5 years of directly related experience required including: providing direct and task supervision to staff and interns who are providing direct services to clients; providing direct clinical, crisis intervention, and advocacy services to survivors of violence and members of LGBTQ and HIV – affected communities; training service providers and community members; coalition building and coordinating, g roup design, development, facilitation, and evaluation; project management; and leading a team.
 LMSW and SIFI – certified within 1 year of employment required. LCSW preferred.
 Proficiency required in digital case management systems, Microsoft Office, and ge neral knowledge of management information systems and technical support; Specific experience in Social Solutions’ Efforts to Outcomes (ETO) program, and certification as ETO Administrator a plus.
 Strong project management skills required, including demonst rated success in time/task/workload management around multiple projects and deadlines.
 Proven ability to engage and effectively train diverse constituencies with varied learning styles, experience, and approaches to the work.
 Demonstrated commitment to pro fessional development and skill building for staff.
 Demonstrated commitment to working to end violence within and against lesbian, gay, bisexual, transgender, queer, and HIV – affected communities.
 Demonstrated commitment anti – oppression work, where oppression, as a system gives some people, groups, or communities power over other people, groups, or communities because of their identities and experiences.
 Demonstrated understanding of Economic Empowerment and economic justice work as it relates to LGBTQ an d HIV+ survivors of violence
 Excellent written and oral communication skills.
 Bilingual in English and Spanish preferred.

Salary: Starts at $60,000, with an excellent working environment and generous benefits package.

Submit resume and cover letter , including salary requirement, to with “ Client Services Manager ” in subject line by June 1, 2018 . Candidates will be notified for an interview. We will not be able to respond to all inquiries. Interviews will be scheduled on a rolling basis. No calls, please.