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Restore NYC · 1 month ago

Program Manager, Client Services

Full-time

Hybrid

Mid, Senior Level

$75K/yr - $80K/yr

Restore NYC is a nonprofit organization dedicated to making freedom real for survivors of trafficking in the United States. The Program Manager, Client Services is responsible for overseeing high-quality, trauma-informed case management services, ensuring program compliance, and providing training and support to staff while maintaining a small caseload of clients.

ConsultingLaw EnforcementLegalMedicalNon Profit

Responsibilities

Maintain and update case management workflows, SOPs, templates, and service manuals, implementing revisions and content direction provided by the Director of Client Services

Monitor day-to-day case management operations to ensure workflow consistency, timeliness, trauma-informed service delivery, and adherence to Restore’s program principles

Identify inefficiencies in case management processes and propose operational improvements to the Director of Client Services

Participate in the Client Services Management Team (CSMT) and contribute to operational planning from a systems and workflow perspective

Collaborate with Housing, Economic Empowerment, Impact & Evaluation, Institutional Giving, and Finance teams to support accurate program information sharing and ensure case management practices align with program expectations

Conduct regular documentation audits for accuracy, completeness, and alignment with funder requirements

Monitor enrollments, service logs, ISPs, and case notes in Apricot/Steadfast for consistency with program and grant expectations

Identify discrepancies or documentation issues and ensure timely follow-up and corrective action under the direction of the Director of Client Services

Support the Director of Client Services in preparing materials for site visits, monitoring, and audits

Deliver training to Counselor Advocates on documentation standards, case management workflows, safety planning procedures, and operational best practices

Support training needs identified by the Director of Client Services and reinforce trauma-informed practices within the case management team

Provide case consultations and advisory support to staff on complex case dynamics as appropriate to role expertise

Supervise MSW/MHC interns and assist with final-stage interviews for intern candidates

Maintain a caseload of 6–8 clients (clinical counseling or case management)

Conduct intakes, needs assessments, ISPs, safety plans, and provide trauma-informed interventions

Document all client encounters within 24 hours and ensure alignment with impact measurement processes

Provide short-term case coverage during staff transitions, leaves, or urgent client needs

Represent Restore NYC in external meetings and interagency case conferences as delegated by the Director of Client Services, particularly in areas related to case coordination and resource navigation

Maintain and cultivate partnerships with community providers, shelters, legal partners, and healthcare organizations to support client access to resources

Strengthen internal and external referral pathways in collaboration with the Outreach & Intake Coordinator and other departments

Qualification

LMSWEligibleTrauma-informed careProgram managementQuality assuranceGrant complianceRelational skillsCultural humilityFluency in another languageField Instruction certifiedOrganizational skillsSelf-awareness