Director of Client Services

Director of Client Services

Job Classification: Full Time/Exempt

Reports to: Managing Director of Services, Grants, & Compliance

Supervises: Advocacy Manager and Counselor(s)

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Daya empowers survivors of domestic violence and sexual assault with a culturally specific expertise and educates the community to end the cycle of abuse.

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Summary:

The Director of Client Services will lead the client services team in providing professional counseling and comprehensive case management to survivors of domestic violence and sexual assault. This position will oversee counseling and advocacy services, ensuring all services are timely, trauma-informed, culturally responsive, and client-centered. The Director will supervise onboarding and ongoing training of client services staff, ensure equitable caseload distribution, and provide strategic input on program development and resource allocation. They will assign clients, lead team meetings, present case trends and outcomes to stakeholders, and manage partnerships with collaborating organizations. The Director will review and approve client financial assistance, ensuring compliance with eligibility, documentation, and funding guidelines. As a licensed practitioner, this role will provide domestic violence counseling. This position plays a critical leadership role in maintaining service quality, supporting staff development, and advancing Daya’s mission.

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CLIENT SERVICES TEAM LEADERSHIP:

Provide guidance and supervision to the client services team to ensure that ethical, evidence-based, and trauma-informed best practices are followed and high-quality services are delivered
Ensure full coverage of the helpline from 9am to 5pm
Ensure adherence to established procedures for client financial assistance requests; provide full financial oversight of the client services budget, including review and approval of expenditures; and track and projects expenditures, in coordination with the Advocacy Manager
Ensure proper processes are followed with regard to confidentiality and record keeping
Train, onboard, and supervise client services staff
Lead client services team meetings and present data at Board meetings when needed
Promote a supportive, sustainable team environment
Evaluate team performance, providing feedback and opportunities for growth
Address staff and client concerns in accordance with policy
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DIRECT CLIENT SERVICES:

Provide case management, crisis management and counseling
Answer helpline calls, complete intakes, and assess needs for appropriate intervention and referrals
Assess lethality, provide crisis management, and conduct safety planning
Assist clients in meeting needs related to housing, mental health, employment, legal advocacy, public assistance, and other unmet needs
Provide referrals and ensure continuity of care
Provide strategic oversight of client workshops and support groups, including planning, implementation, and evaluation
REPORTING & ADMINISTRATION:

Track client metrics, maintain appropriate client records and files
Complete reports as needed for grants and Board meetings
Maintain and update advocate resource guide alone with client services team
Participate in training and professional development to ensure trauma-informed, client-centered care
Promote atmosphere of teamwork and collaboration to accomplish all Daya initiatives
Attend and contribute to staff meetings and other internal meetings
Build and maintain professional relationships with other organizations
Serve as speaker/trainer for Daya by participating in community education programs as needed
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MISSION AND VISION PROMOTION:

Promote an atmosphere of teamwork and collaboration to accomplish Daya initiatives
Build and maintain a network of professional resources for the role
Attend and contribute to staff meetings and other internal meetings
Participate in appropriate professional development trainings and forums
QUALIFICATIONS:

Active Licensure in Counseling Required (LPC, LPC-S, LCSW, LMHC, LMFT) required
3+ years of counseling experience required
2+ years of experience in leadership/management required
2+ years of experience providing case management strongly preferred
Experience working with survivors of domestic violence and/or sexual assault within a nonprofit or community-based setting strongly preferred
Bilingual proficiency in English and a South Asian language, with experience working in South Asian communities, strongly preferred
Team player with ability to lead. Commitment to Daya’s mission, vision, and atmosphere of collaboration between all initiatives. Clear, courteous, timely and respectful communication with staff, board, partners.
Strong proficiency in computer applications and client software programs.
Well-organized, strategic thinker, highly motivated, creative, and detail oriented
The ability to work flexible hours, including some evenings and weekends. During the first 90 days, this position will be fully in-office. Following the 90-day probationary period, a hybrid schedule may be permitted (minimum three days in-office and up to two days remote), subject to change at the discretion of the Executive Director and Board.
COMPENSATION:

Salary – $75,000 to $85,000 annually based on experience.
Daya offers a generous benefits package including paid federal and floating holidays, time off, sick/personal days, retirement plan and medical insurance.
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TO APPLY:

Complete the Daya Employment Application online.  www.dayahouston.org