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Howard Center · 8 hours ago

Senior Director of Client Services

Burlington, VT

Full-time

Onsite

Director/Executive

8+ years exp

Howard Center is an organization dedicated to changing lives, and they are seeking a Senior Director of Client Services to assist the Chief Client Services Officer in daily operations and decision-making. The role involves providing leadership, supervision, and mentorship to staff while ensuring strategic planning and execution of client services goals.

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Responsibilities

Supporting the CCSO in their daily tasks and decision-making processes, including administrative personnel functions such as performance management, variances, grievances, and contract review, ensuring alignment with agency goals and policies

Mentors, trains, and develops other leaders and staff, helping shape future leadership of the organization

Provides clinical direction, consultation, supervision and coordination for all levels of staff. Primary lead with Peer Review Team

Works with leaders across the agency to foster collaboration, resolve inter-departmental issues, and ensure goals are met across the organization

Assumes executive leadership duties in the absence of the CCSO as assigned, making executive decisions and maintaining the continuity of operations

Collaborates with the CCSO and Client Services Sr. Directors of Operations, Quality, and Compliance team to develop and execute strategic goals and plans for Client Services

Ensure program areas’ goals are aligned with the broader strategy set by the Operations, Quality and Compliance Sr. Directors. They help define departments or programs’ role in achieving those goals

Assesses various initiatives and makes sure that key strategic objectives are being met within established timelines

Resolves significant operational or strategic issues and takes proactive measures to ensure the continued success of the organization

Ensures the smooth running of uninterrupted daily program operations working with senior leaders and directors to ensure productivity and effectiveness

Resolves operational or personnel challenges as they arise. Steps-in to programs facing unexpected challenges, leadership vacancies or culture conflicts to shore up programming and staffing. Is a proactive problem-solver and key point of contact in crisis situations, diagnosing issues within programs and implementing effective solutions

Ensures that programs are constantly evolving and adapting to challenges, working on improvements across all aspects of Client Services including Leadership/Sponsorship of new clinical initiatives through development, implementation and change process. Takes proactive steps to adjust the agency’s strategy or program operations in response to external changes (community need or regulatory). Collaborating with the Client Services Sr. Directors of Operations, Quality, and Compliance, identifies areas where operations can be streamlined, optimized, or improved and implement these improvements within their respective areas while providing feedback on effectiveness. Manage changes within their areas, helping staff adapt to new processes, systems, or goals introduced by the Client Services Sr. Directors of Operations, Quality, and Compliance

Helps manage organizational resources, including staffing, budgets, and time, to meet objectives efficiently and effectively

Acts as one of three Senior Directors as a communication conduit between the CCSO and the broader teams, ensuring transparency, clarity, and alignment on objectives

Represents the agency at meetings, conferences, or in public forums, standing in for the CCSO when necessary. Serves as a liaison to the community providing information about services, assessing community needs, addressing health care disparities and offering expertise in a manner that promotes the Agency and fosters good community relations. Coordinates outreach efforts of various programs to ensure maximization of resources and referral of services

Works closely with stakeholders, including board members, DAs, state departments, or other leaders, to ensure alignment on priorities and challenges

Works closely with directors of program areas to set agendas, meet regulatory requirements and follow through with identified consumer feedback and communication

Assists in the creation, reviews, updates to, and enforcement of organizational policies and procedures, ensuring they are in line with legal, ethical, and industry standards

Ensures that programs comply with adherence to professional standards of care, licensing, accreditation, and all applicable regulatory requirements and standards in collaboration with counsel and compliance team

Ensures consistent high quality service delivery with standardized practices and consistent quality standards to include utilization, incident and peer reviews

Ensures treatment services comply with best practices and demonstrate positive outcomes while upholding a culture of quality assurance, consistency in quality of service to clients and process improvement

Oversees system of care implementation. Administers high quality programming to ensure excellent customer care. Identifies gaps in service delivery resulting in innovative programs

Works with the QI/QA team to establish and evaluate the quality of client records documentation, clinical services, evaluation and diagnosis

Works with HR to assess and develop training programs, performance management systems, and employee development plans to ensure a high-performing workforce

Provides leadership coaching and mentorship to client services leaders and other rising leaders to ensure high quality provision of services and effective management of teams

Assists in identifying and developing future leaders within the organization, ensuring a strong pipeline of talent for key roles

Establishes key performance indicators (KPIs) to assess the performance of programs or projects under their oversight

Tracks progress on major client services initiatives/goals reporting results to the CCSO and adjusting strategies as needed

Qualification

Clinical LicenseStrategic PlanningLeadership ExperiencePerformance ManagementPolicy DevelopmentMentoringCommunication SkillsProblem Solving

Required

Master's degree in social work, psychology, counseling, or closely related field

Clinical License required at the independent practitioner level as a Social Worker, Clinical Mental Health Counselor, Alcohol and Drug Counselor or Psychologist

Must be Vermont license eligible

Eight or more years of clinical and progressively responsible leadership experience in the mental health, substance use disorder or developmental disability field with at least 3 years of experience, at a program director level

Valid driver's license and use of a personal vehicle

Benefits

Accrue 36 days of combined time off per year for full-time employees (and increasing with years of service); pro-rated for positions 16 hours or more

Comprehensive Health Insurance with 80% agency-paid premium support for individuals, couples, and families (pro-rated for part time). This Point of Service Plan features no deductible.

Two Dental options

Vision Insurance

Employer 401(k) contributions

Employer Paid Life, AD&D, Short Term and Long Term Disability insurance

Medical & Childcare Flexible Spending Account

Childcare Stipend

Employee Assistance Program

Employee referral program with financial payment

Discounted online undergraduate/graduate courses through Champlain College truED

Award-winning workplace wellness program including physical fitness groups for staff, financial wellness incentives, and ongoing workplace wellness advocacy and education

Voluntary benefits from local/international businesses: discounted gym memberships, mobile phone service, ski/snowboard passes, auto/home insurance, and more!

Employee referral bonus, subject to Howard Center policy.