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United Way of Greater Nashville

Manager, Client Care

United Way of Greater Nashville


Job Summary

Position Summary:  The Family Collective Client Care Manager contributes to the efforts of United Way of Greater Nashville (UWGN) by providing leadership and oversight for client care across The Family Collective. The Client Care Manager oversees the training program for direct service staff, provides care consultations with coaches and their supervisors as needed, and visits coaching partner agency sites in order to foster collaboration and learning. This manager will assist in monitoring cases, assessing client needs, client engagement and documentation by the family coaches in order to ensure the highest level of client care. This position is keenly aware of program operations and assists in ensuring day-to-day operations are running smoothly in order to allow program objectives to be met.  

Job Responsibilities

Essential Functions: The following are indicative of the essential functions required to perform this job successfully.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  This profile is not intended to be all inclusive of tasks and responsibilities required; it provides a description of the critical responsibilities associated with this position.

Program Leadership

  • Ensures the client care across The Family Collective is consistent, client focused, trauma informed, and appropriately executed to create a layer of consistency, quality, and equity and to promote optimal family outcomes and client experience.
    • Provides guidance and support for team members and family coaches in order to ensure the team has knowledge and resources needed to achieve goals.
    • Provides care planning and case consultation support as needed to bring family coaches and their supervisors in line with the care standards of the network.
    • Equips partner agency staff to create care plans that assist families in areas such as caring for children, affording healthcare, acquiring necessary housing or food assistance, mental health supports, family engagement with the community and more.
    • Ensures a coordinated and collaborative approach to family coaching and client care.
      • Fosters the development of relationships and processes that facilitates discussion with the family coach and the CARE team to create and implement plans that support individual or family success.
      • Coordinates community of practices for family coaches.
    • In coordination with Manager of 2Gen Service, enhances existing services that assess families’ short term and long-term goals at intake and development of care plan leading to successful outcomes such as permanent housing, enrollment or completion of higher education, increasing financial literacy, referrals to community resources, and many more.
    • Attends meetings across The Family Collective as needed (EX: Supervisor meetings, CARE team meetings as needed, Quarterly Check Ins, Case Consultation meetings, FEC meetings as needed, Housing Court Meetings, etc.).
  • Works in collaboration with Manager of 2Gen Services to identify additional resources and partnerships to support partner and client success.
  • Works in collaboration with Associate Directors to support staff training on multiple data platforms.

Partnership and Professional Development

  • Identifies and facilitates opportunities for partner peer learning and support.
  • Oversees development and implementation of programming based in best practices and evidenced-based approaches including:
    • Topics in the behavioral sciences (ex: social work, basic therapeutic interventions, case management, family coaching, etc.)
  • In coordination with the Associate Director, oversees the annual Family Collective Training Program.
    • This includes planning the annual agenda of training opportunities, identification of qualified trainers, and coordination with the NASW to approve CEU’s when applicable.
  • Works with partners to encourage best practices in program delivery, evaluation, and reporting.
    • Conducts research on Two-Generation Approaches, Family Coaching, and Case Management models to ensure processes and program delivery are aligned with evidence-based programming and best practices.
    • Stays abreast of current trends, trainings, initiatives, and best practices in the social work/counseling, case management, family coaching, and 2Gen fields.
  • Documents and communicates learnings about partner operations, relationships, risks, opportunities, and promising practices to the United Way team and other relevant stakeholders.
  • In collaboration with Associate Directors and Manager of 2Gen Services, develops and maintains collaborative partnerships across Middle TN and Nashville with the purpose of gaining the necessary resources for program continuity and growth.
  • In collaboration with Associate Directors, represents UWGN at community leadership tables including local, state, and public or private convening in order to share UWGN’s mission and position for partnership.
  • Works in collaboration with Associate Directors to facilitate work group meetings to advance collective impact efforts.

Administrative Support:

  • Ensures efficient inter-program and partner communication by distributing information in a timely manner, allowing for team members to be aware of progress in programs, projects, and procedures.
  • Works in collaboration with Associate Directors to inform design, outcomes, and data points established internally, and by funders, to share progress of families’ outcomes and experiences in services.
  • Assists in the maintenance and monitoring of program related databases to be used as a tracking tool for effective outcome reporting and evaluation.
  • Actively monitors program and assists in ensuring day-to-day functions are running smoothly to allow objectives to be met.

Special Projects:

  • Assists with facilitation of special projects.
  • Assists in coordination and facilitation of special programming, professional development or other similar activities (i.e.: case management certification) that will enhance programming and increase competencies with partners and/or families in the program.
  • Supports all registration needs of special projects to ensure an accurate record of attendance and measure relevance to the program.



  • Education:
  • Master’s Degree in Social Work, Counseling, Psychology or a related field
  • Ideal candidate is interested in obtaining licensure in a related field within 1 year (Ex: LMSW, LCSW, LPC, LPC-MHSP, LMFT)
  • Experience:
  • Social work or related field: 3+ years
  • Administrative Support: 1 year
  • Project Management:  1 year
  • Skills:
  • Social work therapeutic skills
  • Conflict resolution
  • Social work, coaching, case management
  • Staff management
  • Strong written, verbal, and technological communication
  • Relationship cultivation and management
  • Understanding metrics and evaluation
  • Proficiency with all Microsoft Office products
  • Basic computing skills
  • Knowledge
  • Serving vulnerable communities
  • Two-Generation Approach
  • Miscellaneous
  • Valid Driver’s License and Proof of Insurance


  • Brand Advocate: Conducts themselves in a manner that promotes integrity, trust and strong ethics, to protect the reputation and results of UWGN
  • Mission Driven: Focuses on needs and aspirations of the community by telling the “United Way story” to help others understand the importance of volunteer, advocate, and give
  • Relationship Management:  Builds relationships internally and externally through communication efforts with external funders, corporate partners, individual donors, community members, and organizational stakeholders in efforts to generate enthusiasm of UWGN’s work; demonstrates credibility in all interactions; and demonstrates the ability to effectively build a network of contacts by understanding what motivates individuals and organizations to grow and sustain funding
  • Outcome Motivated: Creates and maintains high performance standards that capitalize on opportunities to build support for Finance, Health and Education, by developing relationships that drive results
  • Effective Communication: Ability to effectively communicate through oral, written and technological means; actively listening and expressing oneself clearly, to ensure those that need specific information acquire it; plan and deliver communication that makes an impact and persuades the audience.
  • Business Acumen: Has keenness in building relationships with business professionals in a manner that is likely to lead to the desired outcome of increased UWGN volunteers, advocates, and givers.  Ability to understand UWGN’s mission, operations and functions, the external environment, and how workplace donations to UWGN can contribute to core operational functions and community impact.
  • Ability to Multi-task: Ability to manage multiple projects simultaneously; requires knowledge of time management, setting priorities, and managing project plans
  • Initiative and Self-motivation: Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision.
  • Stress Tolerance: Displays emotional resilience and the ability to withstand pressure on an on-going basis; Deals with difficult situations while maintaining performance; Seeks support from others when necessary and uses appropriate coping techniques
  • Team Work: Works collaboratively with other to achieve goals and objectives; continually tries to improve team effectiveness; hold self and others accountable for team performance; motivates and encourages all members to work together in order to achieve maximum results; Supports group decisions and puts group goals ahead of own goals; effectively interacts with others

Environmental Conditions and Physical Demands: 

  • Employee must occasionally lift and/or move up to 30 pounds. The employee is required to stand, walk, climb and balance.
  • Employee spends a majority of time seated; working at a desk in front of a computer monitor.  Manual dexterity sufficient to reach/handle items and work with the fingers.
  • Well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation.

Additional Information


United Way of Greater Nashville has great salaries and benefits.

United Way of Greater Nashville is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to Apply

Please apply at https://www.unitedwaygreaternashville.org/careers/


  • Date Posted: February 16, 2023
  • Type: Full-Time
  • Job Function: Other
  • Service Area: Social / Human Services
  • Start Date: 03/13/2023
  • Working Hours: M - F, ; 8:00-4:30