Senior Client Services Manager

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

Supervises: Advocacy Manager, Helpline Client Advocate, and Counselor(s)

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

The Senior Manager 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 manage counseling, helpline, and advocacy services, ensuring that all services are timely, trauma‑informed, culturally responsive, and client‑centered. The Senior Manager of Client Services will train and onboard new client services staff and provide ongoing training to existing staff as needed.

They will ensure equitable client caseloads and advise on new client program initiatives with regards to necessary resources. They will assign clients, lead meetings, present case studies and emerging trends with stakeholders, and monitor partnerships with collaborating organizations. The Senior Manager of Client Services will also review and approve financial assistance to clients, ensuring proper eligibility, documentation, and projection of funds.

As a licensed practitioner, the Senior Manager of Client Services will also provide mental health counseling to clients. The Senior Manager of Client Services periodically performs outreach and administrative duties to support the overall mission including reporting, projections, strategic planning, and speaking engagements. They will foster a positive work environment between all staff members and leadership to achieve Daya’s mission.

• Provide guidance and supervision to the Counselor(s), Helpline Advocate, and Advocacy Manager 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 project expenditures, in coordination with the Advocacy Manager.
• Ensure proper processes are followed with regard to confidentiality and record keeping.
• Train, onboard, and supervise CS staff.
• Lead CS meetings and present data at Board meetings when needed.
• Promote a supportive environment including promoting self‑care to avoid burnout.
• Address supervisee and client grievances, following Daya's HR policies.
• Evaluate performance of the Client Services team, providing feedback and opportunities for growth.

• Provide case management, crisis management and counseling to survivors of family violence and/or sexual assault.
• 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 appropriate referrals and complete timely follow‑up to ensure complete case management.
• Coordinate workshops and support groups for clients.

• Track client metrics, maintain appropriate client records and files.
• Work with the leadership staff to complete reports as needed for grants and Board meetings.
• Maintain and update advocate resource guide with the other CS team members.
• 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.

• Minimum 3 years of experience providing counseling required. Minimum 2 years experience in leadership/management required. 2 years of experience providing case…