Assistant Director of Client Services

Metropolitan Government of Nashville & Davidson County; Nashville (TN); On-site; USD 65,000 - 85,000; Full time

Job summary

Metropolitan Government of Nashville & Davidson County's Office of Family Safety seeks a promotional manager to supervise advocates at JCAC and FSC, guiding staff development and trauma-informed service delivery.

You will oversee coaching, onboarding, and scheduling across two Centers, partnering with local agencies to ensure high-quality client services for high-risk cases.

Qualifications

• Bachelor’s degree in Social Work, counseling or related field required.
• Experience supervising and scheduling a large staff.
• Crisis management experience.
• Strong administrative skills with Microsoft Office tools (Excel, Access, PowerPoint).
• Experience with data management and analytics.

Responsibilities

• Provide ongoing feedback/coaching on client service through shadowing, observation, and routine check-ins.
• Oversee onboarding of new advocacy staff and implement continual skill-building trainings.
• Assist with interviewing and hiring of advocacy staff.
• Assist with advocacy staff scheduling, ensuring coverage for both Centers.
• Conduct bi-weekly case review to support advocacy staff in their client work.
• Assist with programmatic policy and protocol development and crisis management as needed.

Skills

Staff supervision

Scheduling

Crisis management

Interpersonal skills

Written and verbal communication

Organizational skills

Problem solving

Collaboration with diverse groups

Data analysis

Education

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

Tools

Excel

Access

PowerPoint

Job 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.

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

• 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

• 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.