Senior Manager, Family Impact Services

Position Summary:

The Senior Manager, Family Impact Services leads the department’s family-facing service delivery and case management operations across Youth Development Miami. This role is the primary owner of family case systems, documentation standards for family-facing services, and escalation support for complex or high-risk family situations.

The Senior Manager delivers consistent, high-quality, compliant services aligned with funder requirements, organizational expectations, and community needs. This role partners closely with the Manager, Data & Compliance Services to ensure documentation alignment with reporting requirements, audit readiness standards, and data integrity expectations. The Senior Manager also enters, reviews, and validates service documentation within designated data systems as needed to support operational continuity and quality assurance.

Essential Functions/ Job Duties:

Family Case Management Leadership

• Lead the implementation of the department’s case management model and service delivery standards across all sites and assigned programs.
• Ensure consistent family needs assessment, service plan development, referrals, follow-up, and outcome tracking practices.
• Serve as the primary escalation point for complex, high-risk, or high-need family cases and coordinate internal and external supports.
• Support staff in navigating complex systems such as public benefits access, housing support, childcare resources, workforce supports, adult education, and healthcare access.

Documentation Standards and Quality Assurance

• Develop, train, and enforce documentation standards for all family-facing services.
• Conduct regular file reviews and service documentation audits to ensure quality, completeness, and compliance.
• Ensure confidentiality standards are consistently applied and reinforce appropriate record-keeping practices.

Supervision, Coaching, and Training

• Provide direct supervision, coaching, and performance feedback to Family Resource Advocates and other department staff as assigned.
• Deliver formal training to staff on case management practices, documentation expectations, customer service standards, and cultural responsiveness.
• May assume supervisory or functional leadership responsibilities for additional team members as determined by the Director to support operational effectiveness and continuity.

Collaboration With Data and Compliance

• Partner with the Manager, Data & Compliance Services to align documentation practices with reporting requirements and audit readiness standards.
• Support corrective action follow-up related to documentation gaps, service entry issues, or compliance concerns.
• Coordinate timely submission of family service activity documentation needed for reporting cycles.
• Access, review, and enter service documentation within designated data systems as needed to support documentation accuracy, service continuity, and reporting alignment.

Outreach and Community Partnerships

• Support outreach initiatives to identify and engage eligible families.
• Maintain effective relationships with community partners and public benefit agencies to strengthen referral success and reduce barriers for families.
• Facilitate workshops or family information sessions as needed to support family self-sufficiency and awareness of resources.
• Participate in community outreach events, resource fairs, school functions, and local engagement opportunities to promote program awareness and increase enrollment.
• Represent the program at community meetings and events to strengthen visibility, build trust, and expand referral networks.

Other

• Maintain confidentiality of all information reviewed, processed, or filed.
• Perform additional responsibilities established by the Director, Family Impact & Data Services.

YMCA Competencies (i.e. Leader, Team Leader, Multi-Team/ Branch Leader):

Mission Advancement: Reinforces the Y’s values within the organization and the community. Effectively communicates the benefits and impact of the YMCA’s efforts for all stakeholders. Implements effective systems to develop volunteers at program and fundraising leadership levels. Collaboration: Develops strategies to ensure staff and volunteers reflect the community. Builds and nurtures strategic relationships to enhance support for the YMCA. Communicates for influence to attain buy-in and support of goals. Provides tools and resources for the development of others. Operational Effectiveness: Integrates multiple thinking processes to make decisions. Involves members and community in the development of programs and activities. Ensures execution of plans. Institutes sound accounting procedures and financial controls. Assigns clear accountability and ensures continuous improvement. Personal Growth: Fosters a learning environment embracing diverse abilities and approaches. Creates a sense of urgency and positive tension to support change. Anticipates challenges that can sidetrack or derail growth and personal learning. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.

Qualifications, Skills and Abilities/ Position Requirements: Qualifications:

• Bachelor’s degree in social work, human services, or related field preferred; advanced education strongly preferred.
• Minimum 3 years’ experience in case management, family services, or related field, including demonstrated leadership or lead responsibility.
• Strong knowledge of public benefits programs and community resources.
• Strong supervisory, coaching, and training skills.
• Excellent communication and interpersonal skills.
• Strong organizational skills and ability to manage multiple priorities and deadlines.
• Proficiency in documentation systems and comfort partnering with data/compliance functions.
• Bilingual English/Spanish preferred.

Certificates and Licenses:

• Valid Driver’s License.

• Adult/ Child CPR & First Aid certified. Position Profile:

• Public Benefits Knowledge

• Case Management

• Communication

• Data Management Work Environment:

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform to essential functions. Primary works in an office environment; however, performs daily visits to program/ school sites. Employment at the YMCA is at-will. It is purely voluntary, based upon the consent of both the Association and the staff member. No expressed or implied contractual rights should be inferred from this job description. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to success perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities. Being in good physical health with range of body motion, including manual and finger dexterity and eye/hand coordination. Requires corrected vision and hearing to normal range. Occasionally requires working under stressful conditions or working irregular hours. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Employment at the YMCA is at-will. It is purely voluntary, based upon the consent of both the Association and the staff member. No expressed or implied contractual rights should be inferred from this document.

As a condition of employment, you will be required to submit to and satisfactorily clear a thorough Level II fingerprint background screening.

As a Drug-Free Employer, all new hires must successfully complete a drug test. Please note Medical Marijuana cards are not accepted and do not exempt you from successfully passing your drug test.

The YMCA of South Florida is committed to the policy of Equal Opportunity prohibiting discrimination in the workplace because of race, color, religion, national origin, sexual orientation, political affiliation, age or disability.

In accordance with House Bill 531 (2025) the Department of Children and Families require employers to make the “Care Provider Screening Clearinghouse Education and Awareness” website link: https://info.flclearinghouse.com available to all potential candidates receiving a background check via the Clearinghouse.