Description

The Williamsburg House of Mercy (WHOM),is seeking a Client Success Manager.

The Client Success Manager is the strategic lead for WHOM’s direct-service interventions. This role oversees the daily operations and long-term vision for both the Harbor Day Shelter and the HOPE Pregnancy Center.

This is a high-level leadership position responsible for managing the lifecycle of our most vulnerable clients—from individuals experiencing homelessness to young families navigating pregnancy and early parenthood. The Manager ensures that every client receives a comprehensive "Map of Success" that integrates internal wrap-around services with a robust network of community partners, ensuring a transition from crisis to long-term stability.

KEY RESPONSIBILITIES

1. Program Leadership: Harbor & HOPE

Harbor Day Shelter Oversight: Manage daily operations, ensuring a safe, dignity-first environment for individuals experiencing homelessness.
HOPE Pregnancy Center Strategy: Direct the services for young families, ensuring access to prenatal/parenting resources, material support, and emotional guidance.
Volunteer Cultivation: Recruit, train, and mentor Lead Volunteers for both programs, creating a sustainable, layered support structure that empowers volunteers to handle daily tasks independently.

2. Strategic Case Management & Success Mapping

Individualized Roadmap: Work directly with clients in crisis to develop personalized stability plans, identifying barriers to housing, healthcare, and financial wellness.
Diversion & Emergency Support: Manage the distribution of emergency shelter funds, diversion resources, and supplemental support (bus passes, laundry cards, and baby essentials).
Intake Excellence: Lead the first-look assessment for all new clients, ensuring they are efficiently connected to the Food Pantry, on-site health programs, and external partner agencies.

3. Community Engagement & External Partnerships

Regional Advocacy: Represent WHOM at community events and within regional coalitions to advocate for the needs of the homeless and young families.
Partner Network Management: Cultivate and maintain high-level referral pathways with mental health providers, clinics, and housing authorities to ensure "warm hand-offs" for WHOM clients.
Outreach Initiatives: Develop and implement strategies to reach underserved populations in the community, ensuring they are aware of the resources available at the Harbor and HOPE.

4. Data Stewardship & Performance Analysis

Accountability & Compliance: Ensure meticulous data entry into Charity Tracker, maintaining audit-ready files for grant reporting and organizational transparency.
Outcome-Based Reporting: Track program efficacy, using data to refine service delivery and celebrate client victory laps.
Financial Oversight: Monitor program-specific expenses and manage inventory for the shelter and pregnancy center.

Requirements

REQUIREMENTS & QUALIFICATIONS

Educational Foundation: Bachelor’s Degree required, with a preference in Social Work, Human Services, Sociology, or a related field.
Leadership Experience: Proven experience in social service management or high-level case management with a focus on vulnerable populations.
Strategic Mindset: Ability to see beyond immediate crises to design long-term stability solutions for clients.

WORKING CONDITIONS

Work is completed in at 10 Harrison Avenue and occasional visits to the WHOM Warehouse
This position requires attendance during regular business hours from 9am to 5pm, Monday through Friday.
Lifting of less than 25 pounds and bending.
Ability to climb stairs, bending at waist, sitting, kneeling, walking, crouching as job may require
If local travel is required, there is use of your personal vehicle and gas will be reimbursed for travel excessive of 15 miles from Williamsburg.
Occasional night and weekend hours are required for special events and community engagements
This role requires some flexibility with scheduling to meet the needs of WHOM Programs

Summary

Interested candidates should upload a cover letter and resume.

If you have any questions please contact Sara Marina, Associate Executive Director at [email protected]

ABOUT US

The Williamsburg House of Mercy (WHOM), established in 2015 and inspired by Sister Berenice Eltz's legacy of social ministry at St. Bede Catholic Church dating back to 1979, is a 501(c)(3) nonprofit dedicated to offering food, comfort, and hope to underserved individuals in Greater Williamsburg.

WHOM's core mission addresses food insecurity, provides outreach financial assistance, operates the Harbor Day Shelter, and runs the Hope Pregnancy Center. The Harbor Day Shelter is notable as the area's sole weekday day shelter for those experiencing homelessness, focusing on a holistic and person-centered approach to help clients achieve long-term stability and self-sustainability.

Through its comprehensive programs and strong community partnerships, WHOM has become a vital resource, combating poverty in the region with its commitment to "radical hospitality" for the most vulnerable.