Client Engagement Manager
Core
Lead intake, reception, and client engagement services as the front door for a community legal and social justice organization, ensuring vulnerable clients are welcomed, heard, and connected to appropriate services.
Role type
Senior IC client engagement manager (intake and reception)
Builds
Intake processes, client pathways, and service delivery coordination
Domain
Legal services / Social work / Community services
Deliverable
client delivery
Required skills
People management, intake operations, incident management, data capture, process development, KPI monitoring, stakeholder coordination
Preferred skills
Legal background, trauma-informed practice, culturally safe practice
Technologies
None stated
Responsibilities
Lead day-to-day delivery of intake and reception services; manage client incidents and escalated situations; supervise and develop intake/reception staff and volunteers; manage workload and rostering; ensure accurate capture of client information and case data; develop and maintain intake processes and protocols; coordinate client pathways with Legal, Advocacy, and Social Work teams; monitor client experience and feedback; establish and monitor KPIs; ensure compliance with funding, contractual, privacy, and regulatory requirements.