Manager of Constituent Services

DOROT alleviates social isolation among older adults and provides services to help them live independently as valued members of the community. We serve the Jewish and wider community, bringing the generations together in a mutually beneficial partnership of elders, volunteers and professionals. Our work provides an effective model for others.We deliver those programs and services through intergenerational connections with volunteers of all ages.

Reporting to the Director of Constituent & Community Services, the Manager of Constituent Services is part of the CCS leadership team and will serve as a strategic partner to the Director and peers to address a broad array of department and program matters; foster inter- and intra- departmental collaboration and team dynamics; and inspire and mentor staff. This Manager’s portfolio includes clinical and operational oversight of DOROT’s Kosher Meals at Home (KMH) and Information and Referral (I&R) services; the provision of short-term case assistance and crisis intervention to older adults, caregivers, and volunteers who participate in our programs; and supervision of staff and interns.

Leadership Responsibilities:

• Contribute to the overall success of the CCS department by being a dynamic, thoughtful, and conscientious leader that demonstrates clinical expertise and creativity in program development/operations. 
• Work with other CCS leadership on a routine basis to ensure programmatic partnership, continuity of practice, and important synergies among portfolios and staff teams
• Develop and support CCS goals and new strategic opportunities and lead new program-specific grant initiatives that arise.
• Encourage, track, and share constituent stories to support the agency’s work to elevate our impact with our constituents for a  variety of purposes.
• Represent DOROT at professional meetings/conferences and networking events.

Primary Program Responsibilities:

•  Manage and execute the Constituent Services portfolio with a focus on institutional excellence and strategic vision.
  
  •   Uphold social work best practices and CCS policies in both independent and teamwork.
  • Manage workflow to meet portfolio priorities in partnership with the CCS Director, and work with staff to codify program protocols and establish programmatic enhancements and efficiencies.
  • Stay abreast of changes to government benefits and entitlements and happenings within the NYC aging services network that expand referral opportunities.
• Supervise a team of staff and interns dedicated to ensuring the best possible service delivery and support for current and  prospective DOROT constituents.
•  Be responsible for the implementation of the Kosher Meals at Home Program, supporting both staff and contractors in the weekly delivery of meals. This includes monitoring daily activities, helping staff respond to systemic or client issues with expediency, and guiding staff in assessing an individual’s eligibility for the program.
• Oversee the delivery of I&R services, which includes a dedicated helpline and email account. Provide guidance to staff and interns who:
  
  • Communicate with older adults, caregivers, and the community at-large about aging issues and appropriate local resources.
  • Inform older adults and social service partners about DOROT’s programs and services.
  • Screen and complete intake for individuals interested in program participation.
•  Assess and respond to the Case Assistance needs of older adults, caregivers, and volunteers who require additional and focused social work support:
  
  • Provide short-term and as-necessary social work intervention covering a range of needs
  • Carry a caseload of high-need constituents who require deepened support.
  • Consult/case conference with CCS peers and other staff about individuals participating in programs.
  • Conduct biopsychosocial assessments, home or hospital/rehabilitation visits, and case consultation with external agencies to strengthen our work with clients as needed.
•  Serve as the elder abuse and older adult safety point person for colleagues in need of guidance.
•  Manage key operational components of the portfolio in tandem with other departments:
  
  • With Finance, manage the service/program budget(s) and negotiate KMH contracts.
  • With Advancement, provide content and program metrics for funding proposals/reports and marketing materials.
  • With Program Impact, construct and analyze programs and create feedback loops.
•  Ensure the timely and accurate collection, tracking, and maintenance of participation data and related client interactions using DOROT’s online database (Salesforce based); this involves routine case notes and data entry and the monthly/yearly review of statistics for trend analysis and reports to funders and other audiences.
• Other projects as assigned.

‍

• An LCSW with a minimum of 5 years professional social work experience, demonstrating an increasing level of responsibility; SIFI preferred
• Passion for DOROT’s mission
• A proven track record of managing a social work cohort, with at least 3 years of experience as a social work supervisor
• Direct experience with and comprehensive understanding of the field of aging and social work best practices
• Demonstrated experience fostering a spirit of collaboration with staff during both routine and transformational periods, and capacity to address challenges with flexibility, sensitivity, and creativity
• Ability to empower others to achieve results
• Capacity to think strategically, take initiative, and problem solve while incorporating sound clinical judgment
• Knowledge of and experience in working with aging and community resources and benefits and entitlements for older adults• Experience in effectively utilizing metrics to inform and improve program goals
• Strong communication, organization, and presentation skills
• Availability to work up to 8 Sundays and/or evening events per year for programs or events that may not be within the regular scope of work.
• Proficiency with Microsoft Office 365 Suite; familiarity with Salesforce a plus.

WHY WORK WITH US

At DOROT, we believe that the power of connection can be transformative. Working with us means that you will have:

• The ability to make an impact. DOROT is a mission-driven organization filled with passionate people focused on having a positive impact on the lives of our clients.
• Generous time off. DOROT offers 20 days of vacation per year, 10 paid Federal holidays and up to as many as 13 paid Jewish holidays, as well as early office closures on Fridays. We also provide fully paid Parental Leave and other generous Leave policies.
• Healthcare benefits. Medical, vision, dental, short-term disability, life insurance, and more. We offer a choice of benefits to ensure that you and your family are taken care of.
• Support to plan for your future. We offer a discretionary 403(b) contribution after your first 2 ¼ years with us with the opportunity for increasing contributions as you stay with us over time.