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Manager of Client Services and Reception 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
About the Organization The mission of Fenway Health is to enhance the wellbeing of the lesbian, gay, bisexual, and transgender (LGBT) community and all people in our neighborhoods and beyond through access to the highest quality health care, education, research, and advocacy. Fenway Health was founded in 1971 and has grown from a less than 10 person operation in the basement of a building near the Boston Fens to one of the largest LGBT-focused organizations in the world. It consists of three main centers:

• Fenway Community Health Center, our clinical arm, which is a federally qualified health center that operates three clinic sites (Fenway:1340, Fenway:South End, and the Sidney Borum, Jr. Health Center) in the Boston area and provides over 30,000 patients with primary and specialty medical care, behavioral health care, optometry care, and dental care;

• The Fenway Institute, our research/training/education/policy development arm, which houses numerous research initiatives as well as the National LGBT Education Project, the LGBT Aging Project, the National Center for Innovation in HIV Care, and the Center for Population Research in LGBT Health; and

• AIDS Action, our HIV/AIDS service organization, which provides nonclinical services (case management, housing and legal assistance, outreach, peer support) to people living with HIV/AIDS and operates numerous programs focusing on HIV/STD prevention/testing/treatment, including the Access (drug user health program), TransCEND (transgender peer support and risk reduction program), and Youth on Fire (drop-in center for homeless and street-involved youth) programs.
Position Manager of Client Services and Reception  
Full-Time/Part-Time Full-Time  

Function: The Manager of Client Services & Reception oversees the Client Services Program at AIDS Action Committee. This includes community-based case management and health navigation services, volunteer-based check-in program, reception at the Boston and Cambridge offices, and daily activities at the Boston office.


1. Provide management oversight to the medical case management program.

  • Supervise and provide on-going training to a team of Care Access Navigators at the Boston location. Ensure clients receive comprehensive intake/screening, triage, and referral assistance.
  • Supervise Community-Based Case Manager in Essex County. Oversee caseload distribution, and monitor intensity of services provided to clients based on acuity of need. Monitor caseload and ensure clients with intensive needs, particularly those who are newly diagnosed with HIV or not regularly engaged in care, receive intensive, timely and high quality follow-up and services. Work to move clients to a lower intensity of services or discharge as appropriate.
  • Coordinate the hiring, training, scheduling supervision and professional development of program staff and work to ensure positive work morale.
  • Ensure proper documentation procedures are maintained to track and monitor services. This includes reviewing electronic client records, including assessment, services plans and efforts, as well as case assignments, report preparation, and expenditure tracking and reconciliation and other paperwork required by the agency and/or funding sources.
  • Implement and monitor work-plan and outcome deliverables for program services.
  • Develop and maintain a wide-range of resource and health services for people living with HIV/AIDS with a concentration on those who are not connected to care, newly diagnosed, homeless/marginally housed individuals, and substance users.
  • Regularly evaluate program efficiency, outcomes and capacity using information gained through consumer feedback, service utilization, outcome, and epidemiological data and other informational sources. Recommend and implement changes, as appropriate.
  • Work closely across departments to ensure case coordination of the interdisciplinary teams and to coordinate the daily operations, including coverage and crisis support needs of all programs. In conjunction serve as a liaison to AAC administration and other departments.
  • Work closely with other program managers across sites to ensure the integration, coordination and consistency of services across agency sites.
  • Ensure all services are provided within the harm reduction framework and are easily accessible to clients in need of services, particularly those who are most impacted by social and economic inequality.

2. Oversee reception and daily client activities at the Boston office. Provide supervision to front desk reception at the Cambridge office.

  • Supervise Front Desk Receptionists at the Boston and Cambridge offices. Ensure that all clients, visitors, and providers receive the highest level of customer service by phone and in person.
  • Oversee coordination of spaces used for client meetings. Directly respond to client needs and crisis situations as appropriate. Work with other program managers to coordinate daily coverage.

3. Provide administrative and programmatic oversight of evening support services.

  • Oversee the coordination of the Check-In Program to provide phone-based support by Check-in volunteers to clients. Provide direct supervision to Care Access Navigators coordinating day-to-day operations. Modify training curriculum and lead weekend training of new volunteers.
  • Assist with the recruitment, training, coordination, and supervision of volunteers to provide low-threshold evening support services to individuals living with HIV.
  • Facilitate access to resources that will assist clients in optimizing positive health outcomes and increase self-sufficiency by reviewing volunteers' work to ensure follow-up on clients' needs and connection to services.
  • Develop, evaluate, improve, and maintain systems for accurately tracking client contacts, work, and follow-up. Ensure proper documentation procedures are maintained by volunteers and staff.

4. Other duties as assigned.

Number of Openings 1  
Position Requirements
  • Master’s Degree in Social Work, Public Health or related field, preferred. Bachelor’s degree in related field and at least 2 years of work experience required.
  • Minimum of two to five years of supervisory experience including recruitment, training and supporting a diverse workforce required.
  • Experiences working with issues related to social and economic inequalities, including issues related to HIV/AIDS, substance use, homelessness, mental health, and bi-lingual, multicultural & GLBT communities.
  • Working knowledge of HIV/AIDS community trends, harm reduction, and at-risk populations and commitment and experience to delivering low-threshold, easily accessible service.
  • Strong administrative, report writing and computer skills.
  • Ability to manage multiple tasks and responsibilities; excellent organizational, interpersonal, written and verbal communication skills.
  • Self-directed, motivated and flexible with the ability to work both independently and as part of a team.
  • Experience designing and conducting trainings/workshops, preferred.

Category Case Management  
Number Filled 0  
Location AAC - Client Services (Boston)  
Shift -not applicable-  
Req Number CAS-18-00008  

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