Senior Manager of Member Support & Engagement
5 days ago
Baltimore
Job Description About CFUF The Center for Urban Families (CFUF) is a nationally recognized nonprofit working at the intersection of responsible fatherhood, family stability, and economic mobility. Since 1999, we’ve empowered Baltimore’s underserved residents to overcome barriers, break the cycle of poverty, and build thriving futures. Through our All In strategy, we combine personal accountability, holistic case management, and workforce training to drive lasting impact for individuals, families, and communities. With a culture rooted in excellence, transparency, and purpose, CFUF fosters a dynamic, high-energy environment where bold ideas and passionate people thrive. The Opportunity As a Senior Manager of Member Support & Engagement at CFUF, you will be responsible for planning, developing, and implementing strategies related to member services, including case management and all direct service care, training and development, as well as supporting the development of protocols for research and evaluation. This role reports to the Director of Programs. The Senior Manager of Member Support & Engagement will supervise, mentor, train, and coordinate the work of key staff within the Programs department in addition to implementing program strategies. The Senior Manager for Member Support & Engagement will also focus on building relationships with members to ensure that their needs are met, potential challenges are addressed, and they are satisfied with the services provided by CFUF. In this role, you will also research, monitor, and analyze current best practices and trends in case management and volunteer recruitment and retention. What to Expect from This Opportunity • Develop program protocols and procedures; and, evaluate quality of service delivery and person-centered goal planning., • Provide leadership, training, and technical assistance in the application of person-centered principles, information gathering skills, and summary techniques, as well as the integration of these principles into everyday work practices., • Ensure that case notes are completed and correctly documented in compliance with CFUF’s internal procedures., • Assess program impact through qualitative and quantitative means, and develop/implement strategies to improve program effectiveness., • Assign and audit caseloads for all case managers., • Facilitate case conferencing and peer-to-peer support sessions for case managers., • Cultivate and maintain partnerships outside of CFUF that can help provide supportive services to members, including but not limited to housing, childcare, transportation, substance use treatment, and mental health services., • Manage operations, training, workflow, projects, and systems related to case management services at CFUF., • Leads the development of policies, protocols, and procedures as it relates to member services., • Oversees risk assessment, maintenance of case history records and documentation related to actions taken as part of the case management process, including documenting member(s) progress utilizing Apricot., • Works closely with program staff to identify, monitor, and analyze potential systemic or policy issues that arise through the case management process. Schedule: Monday through Friday, 9 AM to 5 PM—this position offers one day of remote work per week Qualifications • Bachelor’s Degree in Social Work (or related field) required. A master’s degree in social work or a related field is highly preferred, • A minimum of five (5) years’ experience in program management and supervision is required What Sets You Apart • Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds, • Ability to lead project goals and objectives, engage in planning, and implement goals within a team structure, • Strong communication skills: ability to write well and communicate effectively, specifically over the phone, through letters, and email, • Superior technology skills to include Word, PowerPoint, Outlook. Knowledge or experience in Apricot is a plus, • Strong organizational skills and excellent attention to detail, • Knowledge and experience about community network development and maintenance, • Knowledge and experience in grant management including reporting and proposal development, • Comfort working in a highly autonomous environment. Must be a self-starter with the desire and ability to initiate and execute without step-by-step guidance from supervisor Does this sound like you? If so, we want to hear from you. Applying for a Career Opportunity & Our Commitment to Diversity Please apply to this posting to be considered for future job opportunities with CFUF. Additionally, make sure to submit your resume via our talent pool. If there is a specific job you are interested in, you may apply directly to that opportunity and complete your application. Our Talent team truly appreciates your interest and hope to contact you for a future opportunity. CFUF is an Equal Opportunity Employer. CFUF is committed to being an inclusive workplace that welcomes diverse and unique perspectives, all working toward the same goal – to create a more informed public. Qualified applicants receive consideration for employment without regard to race, color, ethnicity, national origin, ancestry, age, religion, religious belief, sex (including pregnancy, childbirth and related medical conditions, lactation, and reproductive health decisions), sexual orientation, gender, gender identity or expression, transgender status, gender non-conforming status, intersex status, sexual stereotypes, nationality, citizenship status, personal appearance, marital status, family status, family responsibilities, military status, veteran status, mental and physical disability, medical condition, genetic information, genetic characteristics of yourself or a family member, political views and affiliation, unemployment status, protective order status, status as a victim of domestic violence, sexual assault, or stalking, or any other basis prohibited under applicable law. If you are a person with a disability needing assistance with the application process, please reach out to . Note: We review applications on a rolling basis and will close the posting once the position is filled.