Helping Our Women
Client Services Director
Reports To: Executive Director
Position: Full Time, Exempt
Location: Helping Our Women resource centers in Provincetown and North Eastham
Pay Range: $65,000-$75,000
About Helping Our Women
Helping Our Women (HOW) was founded in 1993 to improve access to healthcare and well-being for women living with chronic or serious health conditions in the towns of Eastham, Wellfleet, Truro, and Provincetown. HOW supports over 330 women each year with free, direct services, including: transportation to health and wellness appointments; benefits advocacy and assistance; wellness and social connection programs; food access services; financial assistance; and Peer Wellness Coaching. We maintain an open-door policy to provide information, advocacy, and referrals to all community members.
Job Purpose
The primary purpose of the Client Service Director is to oversee HOW’s client services by enrolling women living with chronic or serious health conditions in HOW programs (e.g. transportation, financial assistance, food access, technology), educating them on available community or government resources, and providing them with support and guidance to help address the challenges they are experiencing on their individual healthcare journeys through 1:1 consultations. A key aspect of the job involves managing a small team of HOW staff whose core responsibilities are related to the delivery of client services, as well as providing management support to the Peer Wellness Coaching team. Contributing member of the leadership team.
Essential Functions
Oversee & Manage Client Services
Interact daily in person, by phone or by email with women living with chronic or serious health conditions including:
Conduct initial intake for HOW services and develop service and/or outreach plan for each new client
Implement the plans with the support of HOW program staff and/or volunteers
Coordinate annual/bi-annual outreach call program to all enrolled clients with the support of staff and skilled volunteers
Maintain a primary presence in Provincetown Center
Review and recommend updates to existing client service policies and procedures
Direct Client Advocacy & Support
Advocate for the client as requested or needed to gain access to or additional information about needed services
Assist clients to become self-empowered around social services, entitlements, and medical services
Provide supported referrals to health/medical, social, and other services as needed
Communicate with collateral contacts such as doctor’s offices, DTA offices, housing, and other providers to support care coordination
Provide crisis interventions and implement appropriate external referrals as needed
Collaboration & People Management
Manage small team of HOW staff responsible for delivery of direct client services
Interface with Volunteer Coordinator and Program Manager to implement delivery of client services
Convene quarterly meetings of the Board of Director’s Client Services Committee
Contribute to leadership team meetings with Executive Director and Chief of Staff
Support HOW Health & Wellness Programs
Meet monthly with HOW Program Manager to review and support overall health & wellness program planning
Orient clients to social and peer-to-peer opportunities, clients rights & responsibilities, and available support programs available through HOW
Collaborate with consultant and coordinator to support Peer Wellness Coaching services
Build Knowledge and Relationships
Acquire and maintain knowledge of appropriate local and state resources & entitlement services
Establish collaborative relationships with appropriate health and social service providers to facilitate access to or advocacy for needed services for clients
Attend monthly meetings of Outer Cape Community Solutions rural health network, as well as other convenings relevant health and social service providers
Data Management & Reporting
Track each individual contact or encounter with clients in web-based software
Collaborate with HOW staff and contribute to monthly reporting re client service data
Perform other duties and activities as assigned
Knowledge and Skills Required
The requirements listed below are representative of the knowledge, skill, and/or abilities required to perform the Client Services Director job.
Experience:
Experience in health or human services. Experience managing or supervising team members. Experience navigating differences when working with people from diverse backgrounds and life experience. A background in women’s health and a basic understanding of the principles and practices of trauma-informed care would be helpful.
Abilities:
Sound ability to work with women from all walks of life, including the Jamaican, Latina, and LGBTQ community with an empathetic, comfortable, and non-judgmental manner
Possess enthusiasm, self-motivation, and a self-reflective nature
Ability to manage small team, providing guidance and supervision as needed
Adaptable and comfortable with ambiguity
Ease seeking guidance or asking questions
Demonstrated ability to work collaboratively within an organizational structure
Extensive communication skills
Fundamental computer skills, including MS 365, web searches, and e-mail
Willingness to learn new software to support data and project management
Valid MA driver’s license and ability to travel regionally on Outer & Lower Cape Cod
Proficient writing skills and proficiency in benefit-related paperwork such as SNAP
Strong time management and organization skills
Strong sense of professionalism and boundaries including maintaining confidentiality
Physical and Mental Effort Required
The physical and mental effort demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mental Effort
The mental effort required to perform the essential functions of the Client Services Director job includes problem solving, making decisions relevant to services needed to support clients, data entry, being organized, reading, and writing, active listening, and the ability to research. An individual in this position must also be able to manage emotionally challenging situations and stay focused on clients and the work at hand, requiring an individual to be able to compartmentalize and adapt to fast moving and fluid situations. Comfortable with ambiguity in a growing organization.
Physical Effort
To perform the essential functions of this job, a person in the job of Client Services Director must be able to remain stationary (e.g., sit) at a desk in front of a computer 50 percent or more of time. In addition, a Client Services Director must be able to move files and other objects up to 20 pounds to a height of three to four feet occasionally; and be able to move around the office frequently to access files and office equipment, such as walking about, standing, and climbing stairs. Occasionally, a person in this job must be able to stoop, kneel, and crouch.
A person holding the Client Services Director position must constantly operate a computer and other office machinery such as a copy machine and computer printer, requiring constant use of hands and fingers. A person holding this job must have close visual acuity in order to analyze data and figures, read extensively, and view a computer screen for extended periods of time. In working with clients and coordinating services with multiple resources on behalf of clients, a person holding the Client Services Director job must be able to communicate effectively, including the ability to express oneself and exchange information with others frequently.
Working Conditions
A person holding this job works indoors, typically in an office setting and frequently works in close quarters with other staff or volunteers.
Important Note
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
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