Position Title
Client Services Manager – Adult Team (Regular, Full Time) 

Position Objective
This position, under the direction of the Executive Director, manages staff/client interactions  and ensures prescribed activities are carried out in accordance to specific objectives and  relevant laws, rules, and policies. Contribute to a healthy, safe, and inclusive work environment  for all and support the agency equal opportunity and inclusion efforts.  

Essential Tasks and Responsibilities
All tasks are subject to change as required by the Executive Director and all tasks pertaining to  the position may not be listed below. 

  • Supervise and train staff and provide support/resource information to staff to aid them in  meeting and/or exceeding agency requirements, outcomes, and goals.  
  • Responsible for recruiting, interviewing, onboarding, training, retaining and conducting exit  interviews with Career Planners.  
  • Conduct performance reviews, handle complaints, and determines staff training needs for  our diverse staff. Meet with staff individually to provide input and reinforcement, discipline,  feedback, and to answer questions. Delegate responsibilities as needed. 
  • Regularly monitor staff case files to ensure compliance and quality service delivery.  Oversee/aid staff on client file management to ensure proper documentation and services  meet the standard requirements. Coordinate periodic file assessments, participate in  monitoring visits, facilitate the closure process for files and assist in preparing a variety of  requested data reports. This includes the design, creation and distribution of reports and  overall management of databases used to collect data.  
  • Develops and manages processes to ensure compliance for program performance  measures. Set quality assurance standards for client files and conducts reviews to ensure  accuracy across the team and agency; prepare team for State audits. 
  • Participates in the development of grants and the recruitment/implementation process of  programs. Leads work teams in planning activities and in the delivery of programs in order to  insure comprehensive and integrated services to eligible clients. 
  • Coaches Career Planners in reviewing preliminary information (e.g. client history, aptitudes,  and interests & current labor market data) in order to prepare for smooth, open vocational  counseling sessions with clients. Recognizes the need for further testing and provide access  to that testing in order to lead clients to better vocational decisions. 
  • Maintaining a positive, empathetic, and professional attitude towards staff and customers at all times. Responding promptly to inquires and communicate through various changes.  Resolving conflicts or complaints from customers and employees by acknowledging and  resolving issues. Handle customer feedback and complaints while documenting the  interactions.
  • Partner with the Program Manager to balance program training and support budgets. Assist  in financial maintenance of the program support services, etc., review documentation and  reviewing support services issuance.  
  • Oversee the completion quarterly State agency reports by team members, ensuring high  levels of accuracy for employment and training programs. 
  • Assist with seeking out pertinent WIOA certified and/ or credentialed training that meets the  needs of employers to be offered to job seekers and managing relationships with current  training providers. Extensive knowledge of WIOA Federal and State Laws and continuing  education by reviewing TEGLS as they are delivered.  
  • Maintains good working relationships with community resource agencies in order to  facilitate clients’ ability to reach their vocational goals in employment. 
  • Designs, develops, organizes, and presents activities such as workshops, classes, on-the job training, apprenticeships, and seminars in order to improve skill attainment and work  performance. 
  • Promote agency outreach goals with diverse populations. Develops professional skills  through continuing education workshops and networking with other counseling  professionals in order to remain current in practices, tools, materials, and data necessary  to provide vocational counseling, as well as recommend training and professional needs of  the team.  
  • Participate in personal development and agency training that will ensure unknown biases  are identified and eliminate the influence of personal biases and values when engaging  with diverse groups. 

Minimum Qualifications
Bachelor’s degree in business, human resources, communications, marketing or public relations is preferred. Two years of staff management or supervision experience. Must have substantial  experience with all Microsoft applications including but not limited to Microsoft Word and  Microsoft Excel. Must have the ability to communicate effectively in both verbal and oral form. Must have reliable transportation. 

Essential Knowledge, Skills and Abilities
Considerable knowledge of clerical procedures, administration and management, computers  and electronics, mathematics and budget calculation, current practices and office procedures.  Ability to express and communicate effectively, both orally and in written form, including  knowledge of the English language such as spelling, grammar, and punctuation. Considerable  knowledge of programs and policies in connection with Workforce Innovation and Opportunity  Act (WIOA) programs and services, or ability to acquire such knowledge rapidly. Must be skilled  in time management, active listening, judgment and decision making, reading, writing, speaking,  and critical thinking. 

Extent of Supervision or Guidance Provided
This position reports to the Executive Director and supervises 13 full-time staff and 4 part-time  staff, which varies and may include temporary and seasonal employees. Policy guidance and  direction are provided as well as team direction, employee development plans, and the duties and responsibilities of the position. This person must be able to work independently but in close  coordination with other professionals on staff. 

Responsibility for Public Contact
This position requires a moderate degree of public contact. 

Provides Guidance
Position may require providing guidance to employees, partners and vendors working within a  new program. 

Work Environment
Involves working in an indoor office setting, may include of site meetings, possibly outside of  regular businesses hours.  

Salary
Based upon qualifications. 

How to Apply
Applicants must submit required application, cover letter and resume. Please include salary  requirements in the cover letter. The submit-able application can be found on the website – www.careersolutionsjobs.org. Cover letter and resume can be emailed to Kari.Court@csjobs.org.  

Deadline
Position will be posted until Wednesday, September 7, 2022 or until filled. For further  information, please contact Kari Court at (320) 380-4938 or via email Kari.Court@csjobs.org. 

Career Solutions is an equal opportunity employer. In compliance with the Americans with  Disabilities Act, Career Solutions will provide reasonable accommodations to qualified individuals  with disabilities and encourages both prospective and current employees to discuss potential  accommodations with the employer. If you need assistance with filling out or obtaining the  required application, or if you need the application in an alternative format, please contact Career  Solutions at (320) 308-5320. 

The CareerForce St. Cloud does not discriminate on the basis of race, color, creed, religion, national  origin, sex, marital status, status with regard to public assistance, sexual orientation, disability, or age.