Supervisor of Outreach and Client Services

The City offers a competitive comprehensive benefits package, including 2 weeks paid vacation, 3 weeks of sick leave, and 11 paid holidays. Health, dental, and vision insurance (employee and family) are effective the first day of employment. The City offers two contributory Defined Benefit pension plans. Hybrid telework arrangements may be available.

At The City of Frederick, we value diversity and the respect, engagement, and productivity an inclusive environment produces. We seek to consistently improve internal and external customer satisfaction, innovate, and expand capability of services, and be a government that practices equality, equity, and fairness. We invite you to bring your skills, abilities, and knowledge to The City of Frederick and be a valued addition to a workforce that we know is our greatest asset.

Frederick is a progressive, richly diverse, and authentically charming city. Recognized as one of the best places to live in Maryland, Frederick is surrounded by mountain views and centrally located about 45 miles north of Washington D.C. and 45 miles west of Baltimore, MD.

JOB SUMMARY:

The primary responsibilities of the Supervisor of Outreach and Client Services are to 1) provide comprehensive case management services to families and/or individuals who are low-income or homeless; and 2) perform day-to-day supervision of specific program areas or program operations. Duties of the Supervisor of Outreach and Client Services includes coordinating all aspects of social service delivery to clients; securing entitlements, shelter and/or housing, employment, and support services; providing information and referral services; and providing outreach services as part of a multi-disciplinary team. Administrative duties include oversight of daily program operations; supervision and training of program staff; scheduling of program staff; scheduling of program operations and special events; coordinating all aspects of service delivery to clients; coordinating all aspects of grant reporting and documentation; and programmatic planning. The employee in this position is considered essential personnel and will be required to respond to emergencies as needed throughout the Department of Housing and Human Services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Supervises the delivery of all client services and manages the day-to-day operations of specific program areas including SOAR, PATH, Outreach and Transportation, and Permanent Supportive Housing.
• Monitors program and grant performance, ensuring compliance with requirements, and prepares all necessary reports.
• Develops and maintains current listings of shelter and affordable housing providers.
• Provides direct client services such as outreach, intake, social service assessment, information and referral, advocacy, case management, and follow-up services.
• Advocates and assists clients in securing entitlements, shelter, housing, and other services and benefits.
• Assists with client outreach activities, home visits, and client transportation as needed or assigned.
• Develops and maintains strong working relationships with service providers and community partners.
• Participates in identifying deficiencies in and advocates for the development of essential services for homeless and low-income clients.
• Provides case consultation to staff to support creative problem-solving and improved service delivery.
• Provides appropriate supervision, guidance, and support to staff, volunteers, and interns working within assigned program areas.
• Conducts annual performance evaluations and ensures staff adherence to HHS procedures and service standards.
• Maintains all paper and electronic records and completes required data entry and reporting.
• Provides assistance to the Community Table, Outreach Office, Permanent Supportive Housing, Community Health Center, and other program areas.
• Assists with general maintenance and cleanliness of agency facilities and responds appropriately to environmental or safety incidents.
• Performs other duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED EDUCATION AND/OR EXPERIENCE:

• Bachelor's degree in human services, social sciences, education, or a related field.
• Three (3) years of management or supervisory experience in case management and/or behavioral health services.

REQUIRED CERTIFICATES AND/OR LICENSES:

• Vehicle Operator's license with satisfactory driving record that meets insurability standards of the City's insurance carrier is required. The employee must maintain the license for the duration of their employment.

REQUIRED SKILLS (Communication/Language; Mathematical; Computer; etc.):

• Strong interpersonal communication skills and an ability to provide services to persons who are experiencing homelessness, are considered low-moderate income, who are undocumented, and/or are living with a mental health, behavioral health, cognitive developmental or physical diagnosis.
• Strong organizational skills and effective communication skills, both orally and in writing.
• Ability to interact with the general public and respond to inquiries, by phone and walk-ins.
• Commitment to professional ethics and standards.
• Ability to work within a multidisciplinary team.
• Ability to read and interpret documents using the English language.
• Ability to safely drive cargo and passenger vans and vehicles with manual transmissions.
• Ability to use Microsoft Office Suite.
• Knowledge of holistic service delivery models and evidence-based practices.
• Ability to work with minimum supervision, self-motivated, and capable of taking initiative.

OTHER DESIREABLES:

• Master's degree from an accredited program in Social Work, Sociology, Counseling, or a related field.
• Ability to communicate using American Sign Language.
• Ability to communicate using the Spanish Language.
  

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by the incumbent 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 position, the employee may be required to remain in a stationary position and/or move about for long periods of time, and position self to reach items above or below their reach. The employee must occasionally ascend and descend levels, but rarely ladders. The employee is occasionally required to lift and/or move up to 20 lbs. Specific to vision abilities required by this job the ability to observe and inspect items directly in front or to either side of self, to assess items at a distance, to distinguish colors, depth perception, and ability to adjust focus. The employee is subject to the use of Universal Precautions as required by the Bloodborne Pathogens Exposure Control Plan, and to annual Tuberculosis (TB) Testing as required by the Tuberculosis Prevention Plan.

WORK ENVIRONMENT/CONDITION: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is exposed periodically to outside weather conditions. The employees regularly encounters clients who are intoxicated, under the influence of unknown substances, may be affected by communicable diseases, and/or appear affected by serious mental health problems.