Outreach and Client Engagement Manager Position Available In Lancaster, Pennsylvania

Outreach and Client Engagement Manager Lancaster County Food Hub 812 North Queen Street, Lancaster, PA 17603

JOB SUMMARY:

The Outreach and Client Engagement Manager is responsible for creating a welcoming, customer service-oriented experience and environment for all clients and leads the homelessness-focused Outreach Center team and programs. The Outreach and Client Engagement Manager performs multiple tasks in a fast-paced and people-intensive environment while being sensitive to clients’ individual needs and personalities. They will connect, advocate and direct clients with professionalism and sensitivity to ensure that their needs are met in an efficient, trauma-informed and respectful manner. They will lead a dynamic Client Engagement and Outreach team and provide leadership and management of the Food Hub’s Outreach Center and homelessness programming. The role is responsible for oversight, management, training coordination , consulting, on site partner coordination, and client services for the Outreach Center. This position also works cooperatively and in compliance with staff program leaders, numerous community partners, and caseworkers. The Outreach and Client Engagement Manager is guided by the Lancaster County Food Hub mission and promotes this mission among staff, volunteers and clients. Mission To meet basic human needs, build respectful relationships, and connect neighbors with supportive services in a nurturing and welcoming environment.

Vision:

A Lancaster County that supports and empowers neighbors towards lives of dignity and stability.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Oversee the welcome/intake experience, way finding, and audience management for Food Hub programs

• Foster positive organizational culture that aligns with the Food Hub’s mission and values based in dignity and inclusion and own the client experience.
• Oversee client engagement staff and support volunteers during Intake hours
• Quickly and effectively prioritize interactions, needs and requests to provide a stable and positive flow of clients through food, outreach and clothing programs
• Using the Empower Lancaster HMIS system, oversee standardized Intake assessments and ensure quality of all data. 2. Provide leadership for the Outreach team, program, and Transition Center.
• Nurture a trauma-informed, relational environment, employing de-escalation, conflict resolution, and interventional tactics where necessary.
• Oversee Outreach Center staff and all associated volunteers.
• Identify, connect and facilitate the sharing of lessons learned and findings from programming to increase overall team knowledge, develop best practices, and inform the ongoing development of new tools, services, and resources.
• Schedule and lead Outreach Center orientations, trainings, and review meetings and provide all-staff training on topics like trauma-informed care, de-escalation techniques, etc.
• Identify, build and maintain partner agency relationships who can best provide on site resources for clients
• Cultivate and steward program partnerships within the broader community.
• Ensure all safety and security procedures are implemented for all associated programs 3.

Other:

• Attend staff meetings and other meetings as required.
• Other duties as assigned including participation in fundraising and communication strategies and events.

OTHER FACTORS

This position demands empathy, sensitivity, and cultural awareness and requires the ability to multi-task, utilize high level decision-making skills, resolve conflict, and to interact with staff, guests, and volunteers. It requires someone with a large heart that also knows boundaries and how to maintain them in a healthy and respectful manner. EDUCATION, KNOWELDGE, and

COMPETENCIES

Bachelor’s Degree in a related discipline required. Social work education preferred. At least 5 to 10 years of experience in human services, social work, or psychology positions preferred. Bilingual skills in English and Spanish are highly desirable. Successful criminal background check and PA Child Abuse clearance is required. Database management and MS Office suite computer skills required

EXPERIENCE

1. At least 5 years working with individuals who have or are experiencing homelessness or other significant economic or life circumstance vulnerability. 2. Coordinating, scheduling and supervising staff and volunteers. 3. Knowledge of the HMIS, Empower Lancaster, or other services database system highly desired.

Job Type:

Full-time Pay:

$58,000.00 – $65,000.00 per year

Benefits:

Dental insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Schedule:

8 hour shift Monday to

Friday Work Location:

In person