Client Support Manager

ABOUT THE POSITION 

The Client Support Manager I/II provides strategic leadership for the Client Support Services team, reporting directly to the Public Defender. As part of the Public Defender Office's senior management team, you will be responsible for an integral part of the office's vision of providing client-centered, whole-person legal representation. The goals of the Client Support Services unit are twofold: first, to assist in keeping clients out of jail by connecting them with supportive community services and contributing to legal mitigation; and second, to prevent the non-criminal consequences of arrest that can impact clients housing, employment, public benefits, and many other areas of their lives.

The Client Support Manager I/II will lead a team of nonlegal advocates committed to identifying the full range of client needs and helping clients access relevant services to achieve their goals. The Client Support Manager I/II will also be responsible for developing systems that allow for efficient and effective work within the Client Support Services unit. Part of this will involve collaborating with attorneys and others within the office to ensure that the work of the Client Support Services unit is integrated with the legal representation that clients receive.

Finally, a key aspect of the Client Support Manager I/II position will be defining and capturing success metrics for the Client Support Services unit. This will ensure you can continuously improve the services offered to clients by the Public Defender's Office and to communicate your impact within the office and with stakeholders more broadly.

TYPICAL TASKS

• Develop vision, strategic goals, and annual plans to ensure the Client Support Services Unit is effectively identifying and meeting the needs of Public Defender clients;
• Oversee Client Support Services team, including providing one-on-one coaching and feedback, mentorship, and support to team members;
• Develop systems, policies, and procedures to ensure Client Support Services unit is assisting clients effectively and efficiently, such as intake and referral procedures or data collection systems; 
• Manage the day-to-day operations of the Client Support Services team, such as reviewing and directing referrals, coordinating with referral partners, and providing guidance to team members; 
• Support clients, client support staff, and attorneys to develop service plans and creative solutions that meet clients’ legal and non-legal goals;
• Act as a liaison between the Client Support Services unit and other internal and external stakeholders, communicating the team’s goals, services, and procedures, and facilitating collaboration with attorneys;
• Develop and manage the implementation of short and long term initiatives that expand the ability of the Public Defender’s Office to meet client needs, such as capturing best practices, developing new tools, resources or programs, or forming new partnerships;
• Identify gaps in services and resources required to meet client needs, and work to fill these gaps through collaboration with outside court system actors, community organizations, and/or government agencies;
• Develop metrics and other evaluation tools to measure success for the Client Support Services unit; and 
• Ensure the Client Support Services unit follows all appropriate rules, regulations, policies, and procedures. 

THE IDEAL CANDIDATE 

You are an energetic leader committed to ensuring that everyone involved in the criminal legal system receives client-centered representation and wraparound services. The ideal candidate is familiar with the many collateral consequences of arrest that can devastate lives regardless of any judicial sentence in a criminal case. You are a fierce advocate, who works strategically to further the interests of your clients, identify resources to meet their needs, and develop creative solutions where resources are lacking.

The ideal candidate has experience developing or leading programs that provide legal or social services to marginalized communities, especially those community members who are court-involved. This has provided you with the opportunity to supervise a team and you are passionate about mentoring and developing your staff. You also recognize that working effectively and efficiently allows you to have a greater impact. You are comfortable analyzing data, you enjoy continually improving workflows, and you develop tools and systems that allow your teams to function better. Finally, the ideal candidate is skilled at collaborating at a senior level within internal stakeholders and leading through influence.

The Public Defender's Office values lived experiences that overlap with our clients and allow our team to better build trust and rapport with the clients we represent. We urge people who have been personally impacted by the criminal legal system or share other lived experiences with public defender clients to apply.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, ABILITIES, EDUCATION/EXPERIENCE): 

KNOWLEDGE

• Public Defender clientele and the communities we serve;
• Collateral consequences or enmeshed penalties of arrest for low-income people;
• Common social service needs for low-income, justice-involved people;
• Processes of a criminal case and court procedures;
• History and dynamics associated with poverty and childhood trauma;
• Generational addiction or behavioral health family dynamics;
• Skilled casework methods and practices;
• Crisis intervention and trauma-informed de-escalation strategies;
• Culturally proficient practices with diverse caseload;
• Scope and activities of relevant Stanislaus County legal and social service providers, including legal aid organizations, government agencies, and community-based organizations;
• General investigative needs of various cases;
• Procedures and processes of document collection in a legal environment;
• Principles and practices of supervision, management and human resource development;
• Conflict resolution techniques and staff dynamics;
• Modern office practices, including policy and procedure development, workflow and forms.

SKILLS/ABILITIES 

• Demonstrate a passion for social justice and commitment to working alongside racially and socioeconomically marginalized communities;
• Carry out and represent the Public Defender’s Office mission of delivering zealous client-centered representation for all clients;
• Communicate, collaborate, and connect effectively and respectfully with people from various backgrounds, identities and experiences;
• Supervisory and mentorship skills, including:
  • Developing and mentoring supervisees;
  • Providing intentional and constructive feedback;
  • Creating and supporting a culture of open, frequent and meaningful communication; and
  • Coaching and developing staff to higher levels of performance;
• Explain legal and social work concepts in accessible language to non-experts;
• Build and maintain relationships with community-based organizations, government agencies, court system actors, and elected officials;
• Use data and analytics to help guide program development;
• Identify, scope and manage new initiative that will contribute to furthering the mission of the Public Defender’s Office and the Client Support Services unit;
• Assess and triage competing priorities, and delegate effectively to ensure successful completion of goals;
• Think critically, multi-task, and problem-solve under pressure;
• Strategically raise issues and appropriately resolve conflict with internal and external stakeholders; and
• Exercise discretion and maintain the confidentiality of sensitive information.

We recognize your time is valuable, please only apply if you meet the following required qualifications:

EDUCATION/EXPERIENCE 

MANAGER I

PATTERN I

• Associates degree in Criminal Justice or related field, such as Social Work, Psychology, Political Science, Legal Studies, or Social Sciences; AND
• At least two years’ experience working collaboratively in a public defender’s office, Legal Aid organization, public interest law firm, or similar environment. 

PATTERN II

• At least five years’ experience in a public defender’s office, Legal Aid organization, public interest law firm, or similar environment. 

MANAGER II

PATTERN I

• Graduation from an accredited college or university with a Bachelor’s Degree in Social Work, Psychology, Criminal Justice or closely related field. For example, other closely related fields include Political Science, Ethic Studies, Legal Studies, Sociology, and Social Sciences; AND
• Minimum of two years’ experience supervising staff in a public defender’s office, public interest law firm, or similar environment. 

Proof of education is required for verification purposes at the time of application. Applicants who are unable to submit proof must call 209-525-4214 to make other arrangements before 5 pm on the final filing date. Failure to submit proof or make other arrangements before the final filing deadline may result in disqualification. 

DESIRABLE QUALIFICATIONS 

In addition to the minimum qualifications, applicant screening will focus on the below desirable qualifications. Please list any of these qualifications you may have within the "duties" section of the online application. 

• Graduation from an accredited university with a Juris Doctor or a Master's Degree in Social Work; OR
• Two years’ experience supervising staff in a public defender, Legal Aid organization or public interest law office; OR
• Five years’ experience supervising staff in a public defender, Legal Aid organization or public interest law office.

Apply here before 5:00pm on January 2, 2023 https://www.governmentjobs.com/careers/stanislaus/jobs/3824054/client-support-manager-manager-i-ii