Assistant Director of Client Services

Metropolitan Government of Nashville and Davidson County; Nashville (TN); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Pension

Paid Family Leave

Longevity bonus

Work Life / Employee Assistance

Job summary

The Metropolitan Government of Nashville and Davidson County seeks a supervisor for advocacy staff at the Office of Family Safety to oversee the JCAC and FSC centers. The role includes supervising advocates and interns, coaching on client service, and ensuring trauma-informed practices across both centers.

The position requires a Bachelor's in Social Work or related field, crisis management experience, and strong organizational and communication skills.

Qualifications

• Ability to work with diverse staff and community partners.
• Experience supervising and scheduling a large staff.
• Crisis management experience.
• Strong administrative skills with Microsoft programs (Excel, Access, PowerPoint).
• Demonstrated understanding of domestic violence dynamics and interventions.
• Willingness to collaborate with diverse groups.
• Strong written and oral communication skills.
• Strong organizational skills.
• Background check may be required.

Responsibilities

• Provide ongoing feedback/coaching on client service provision through job shadowing, observation, and routine check-ins.
• Oversee on-boarding of new advocacy staff and continual skill-building trainings.
• Advise staff on handling high-risk clients and ensuring trauma-informed advocacy.
• Conduct bi-weekly case reviews to support advocacy work.
• Supervise performance evaluations and progressive disciplinary actions as needed.
• Coordinate staffing across two centers to ensure coverage and efficiency.
• Assist with policy development and programmatic updates.
• Provide direct client services when needed.
• Coordinate with partners and attend multidisciplinary meetings.

Skills

Crisis management

Administrative skills

Interpersonal skills

Written and oral communication

Organizational skills

Diversity & collaboration

Supervising large staff

Scheduling staff

Education

Bachelor’s Degree in Social Work or counseling or related field

Tools

Microsoft Access

Microsoft Excel

PowerPoint

Job description

Position Description

This is a non-Civil Service position in the Office of Family Safety assists in the management of advocacy services provided at one of the Office of Family Safety’s (OFS) two Family Justice Centers - the Jean Crowe Advocacy Center (JCAC) and the Family Safety Center (FSC), including supervising advocates and, on some occasions, interns. This position reports to the Director of Client Services, JCAC & FSC.

This is a promotional job announcement and only current employees of the Office of Family Safety will be considered.

Typical Duties

Employee Development

• Provide ongoing feedback/coaching on client service provision through job shadowing, observation, and routine check-ins
• Oversee on-boarding of new advocacy staff and implement continual skill building trainings with advocacy staff
• Advise staff on how to best assist high-risk and high-needs clients
• Complete probationary and annual advocacy staff employee performance evaluations
• Complete performance coaching and assist HR Liaison with progressive disciplinary action with advocacy staff as needed
• Conduct bi-weekly check ins with advocates and interns
• Oversee and coordinate professional development of advocacy staff
• Assist with interviewing and hiring of advocacy staff
• Assist with advocacy staff scheduling, ensuring coverage for both Centers between advocacy staff
• Conduct bi-weekly case review to support advocacy staff in their client work
• Ensure quality assurance with client service data
• Assist with compliance with best practices and trauma-informed advocacy
• Assist with client service issues, crisis management, and client concerns
• Assist with programmatic policy and protocol development
• Provide direct client services as needed

Partner Coordination

• Coordinate and maintain professional relationships with Office of Family Safety Professional partners including but not limited to the YWCA, Morning Star/Agape, the Mary Parrish Center, District Attorney’s Office, DCS, and MNPD Domestic Violence Division
• Attend Office of Family Safety multidisciplinary team meetings as assigned
• Maintain up to date information on changes implemented by the courts and partners
• Provide tours and trainings of both centers for community members, partners, and donors

Minimum Qualifications

• Ability to work with diverse staff and community partners
• Experience supervising and scheduling a large staff
• Crisis management experience
• Strong administrative skills with Microsoft program (Excel, Access, PowerPoint)
• Demonstrated understanding of the dynamics of domestic violence and effective intervention strategies
• Demonstrated ability and willingness to engage in positive collaboration with individuals and groups with diverse perspectives
• Strong interpersonal skills
• Excellent written and oral communication skills
• Strong organizational skills
• Bachelor’s Degree in Social Work or counseling or related degree from an accredited college or university
• Background check

Preferred Experience, Knowledge, Skills, And Abilities

• Problem solver, highly efficient, and detail-oriented
• Experience working on domestic violence, sexual assault or related issues
• Experience with training staff and performance coaching
• Experience with data management and analytics, particularly Microsoft Access
• Experience working in or with both non-profits and the criminal justice system
• Experience working with multidisciplinary teams/collaboratives
• Experience working under and reporting on grants
• Thorough knowledge of the Davidson county court systems, resources available to victims, and the ability to navigate these resources.

Metro offers a generous core benefit package to eligible employees who are regularly and consistently working 20 or more hours per week. Insurance and benefit coverage is effective the first of the month after the employee has worked 30 days. Employees can change their benefits within 60 days of an eligible change in status or during Annual Enrollment. Metro also offers optional benefits from which the employee may choose. Family members, including eligible spouses, domestic partners and children, are covered under most of our benefits programs.

Core Benefits

• Medical: Choice of two plans; Metro pays 75% of premium
• Dental: Choice of two plans; Metro pays for single coverage
• Basic Life: $50,000 basic term life coverage; Metro pays 100% of premium
• Pension: Formula-driven pension; 100% Metro funded; 10 year vesting for new employees
• Paid Family Leave: Runs concurrently with time designated as FMLA leave (up to 30 days)
• Longevity: Annual bonus beginning after 5 years of service; increases annually up to 20 years
• Work Life/ Employee Assistance Program: Wide variety of counseling, referral and consultation services provided free
• Other*: In-line-of-duty injury benefits, AD&D insurance, and Medical Disability eligibility after 10 years with Metro

Paid leave

• Vacation: 10 vacation days a year; increasing after 5 years of service (For Non Civil Service departments, contact the department's human resources office)
• Holidays: 12 holidays per year (For Non Civil Service departments, contact the department's human resources office)
• Sick leave: 12 days of sick leave per year
• Other leaves: Judicial leave, military leave, bereavement leave
• See the Human Resources webpage for more details and optional benefits at nashville.gov/hr