Program Manager, Client Services

Position Name

Program Manager, Client Services

The Program Manager, Client Services (PMCS) is responsible for ensuring high-quality, trauma-informed case management services across Restore NYC. The PMCS oversees program workflows, documentation quality, and grant compliance oversight, while offering consultation and training to Counselor Advocates, and maintains a small caseload of 6-8 clients.

About Restore NYC

Restore is a nonprofit organization making freedom real for survivors of trafficking in the United States. Our vision is a world free from trafficking. For every survivor, a life of hope, restoration, and flourishing. Learn more about us on our website .

Our Values

We depend on God / We pursue impact / We execute with excellence / We care for each other / We can’t do it alone / The survivor drives our approach

Diversity & Inclusion: The Foundation to Making Freedom Real

Restore's mission is to make freedom real for survivors of trafficking in the United States. Our vision is a world free from trafficking. For every survivor, a life of hope, restoration, and flourishing. To do that, we desire a staff team that's more representative of the survivors we serve — almost all of whom are Black, Latina, and/or immigrants. Applicants from these underrepresented communities are strongly encouraged to apply. We especially welcome applicants who are survivors of trafficking, gender-based violence, intimate-partner violence, and/or sexual assault.

About the Position

Reporting to the Director of Client Services, the Program Manager, Client Services plays a key role in ensuring the quality, consistency, and trauma-informed delivery of Restore’s case management services. This position supports program operations, documentation quality, grant compliance oversight (in partnership with the Grants & Finance Manager), and training/consultation for Counselor Advocates.

The Program Manager carries a small caseload of 6–8 clients—either clinical counseling or case management—allowing the role to remain grounded in direct service needs while primarily functioning as a program manager.

This is a full-time position requiring at least 35 hours per week. Typical hours are Monday–Friday, 9am–5pm (including a lunch hour), with some flexibility to accommodate organizational needs, client scheduling, or external partnership engagements.

Specific Responsibilities
Program Management & Operational Oversight (30%)

• Maintain and update case management workflows, SOPs, templates, and service manuals, implementing revisions and content direction provided by the Director of Client Services.
• Monitor day-to-day case management operations to ensure workflow consistency, timeliness, trauma-informed service delivery, and adherence to Restore’s program principles.
• Identify inefficiencies in case management processes and propose operational improvements to the Director of Client Services.
• Participate in the Client Services Management Team (CSMT) and contribute to operational planning from a systems and workflow perspective.
• Collaborate with Housing, Economic Empowerment, Impact & Evaluation, Institutional Giving, and Finance teams to support accurate program information sharing and ensure case management practices align with program expectations.

Grant Compliance Oversight & Quality Assurance (25%)

• Conduct regular documentation audits for accuracy, completeness, and alignment with funder requirements.
• Monitor enrollments, service logs, ISPs, and case notes in Apricot/Steadfast for consistency with program and grant expectations.
• Identify discrepancies or documentation issues and ensure timely follow-up and corrective action under the direction of the Director of Client Services.
• Support the Director of Client Services in preparing materials for site visits, monitoring, and audits.

Training, Consultation & Staff Support (15%)

• Deliver training to Counselor Advocates on documentation standards, case management workflows, safety planning procedures, and operational best practices.
• Support training needs identified by the Director of Client Services and reinforce trauma-informed practices within the case management team.
• Provide case consultations and advisory support to staff on complex case dynamics as appropriate to role expertise.
• Supervise MSW/MHC interns and assist with final-stage interviews for intern candidates.

Direct Service Delivery (20%)

• Maintain a caseload of 6–8 clients (clinical counseling or case management).
• Conduct intakes, needs assessments, ISPs, safety plans, and provide trauma-informed interventions.
• Document all client encounters within 24 hours and ensure alignment with impact measurement processes.
• Provide short-term case coverage during staff transitions, leaves, or urgent client needs.

Partnership Engagement & Cross-Departmental Collaboration (10%)

• Represent Restore NYC in external meetings and interagency case conferences as delegated by the Director of Client Services, particularly in areas related to case coordination and resource navigation.
• Maintain and cultivate partnerships with community providers, shelters, legal partners, and healthcare organizations to support client access to resources.
• Strengthen internal and external referral pathways in collaboration with the Outreach & Intake Coordinator and other departments.

Requirements

• Affirm the Nicene Creed and attend a Christian church
• Master's degree from accredited college or university in social work, currently an LMSW or is eligible to be licensed upon hiring
• Experience in delivering trauma-informed clinical case management and program management, including quality assurance and grant compliance
• Success in roles requiring execution of multiple tasks while responding to multiple priorities and ability to prioritize client’s needs
• Can remain focused in the face of pressure, consistently delivers against timelines, energized by tasks/time limitation
• Experience working with individuals impacted by trauma and working with immigrants and/or at-risk populations
• Training in trauma-informed care, survivor-centered practices and culture-humility
• Excellent relational skills and engagement with survivors
• Advanced in technologies, organizational skills and attention to detail
• Humble, hungry, and smart in leadership roles and responsibilities
• Strongly believe and support DEI in organizational cultures and direct services
• Keen self and social awareness, well-developed self and relationship management skills
• Deep commitment to the healing and well-being of survivors of trafficking

Preferred Qualifications

• Seminar Training in Field Instruction (SIFI) certified
• Fluency in another language other than English is a plus

Compensation

The salary range is $75,000 - $80,000. Restore provides a comprehensive benefits package including 401(k) matching, HSA/FSA, 15 vacation days, 4 spiritual retreat days, unlimited sick days, parental leave, flex-time policy, and major medical, vision, dental insurance, and life and disability insurance, as well as commuter benefits.

Job Location

This job is based in New York City and is hybrid.

Equal Opportunity Employer

Restore provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Only candidates selected for interviews will be contacted.