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Director of Client Experience

Director of Client Experience


Veteran's Leadership Program of Western Pennsylvania

Our Mission

The mission of Veterans Leadership Program of Western Pennsylvania is to provide essential housing, employment, and vital supportive services to eligible local Veterans, service members, and their families with the goal of improving their self-sufficiency, sustainability, and quality of life.

Our Vision

The vision of Veterans Leadership Program of Western Pennsylvania is to see a roof over every Veteran’s head, employment for all Veterans who are able to work, and for all Veterans to not only achieve and maintain self-sufficiency, but to thrive. Until that day, Veterans Leadership Program will be here, ready to serve those who have served our country.

How you can help:

Veteran's Leadership Program of Western Pennsylvania is seeking an experienced and passionate professional to serve as their internal expert to evaluate the client in terms of education, interests, health and abilities to develop a service delivery referral support plan. 

Position Overview

Oversee a Veteran's overall experience at VLP during their intake process, including the creation of a comprehensive service delivery plan and assistance with medical, housing and other immediate needs.To create, promote, and encourage an atmosphere and tone at VLP that conveys a welcoming, personal, caring, professional impression to our clients throughout their entire service delivery from the first greeting that will make a lasting impression.

Essential functions:

  • Review the service delivery plan for each incoming Veteran intake.
  • Provide crisis intervention services, as needed for clients.
  • Review mental health assessments and make treatment service referrals.
  • Organize weekly Intake Team meetings, hold trainings and case conference meetings.
  • Ensure all relevant and imperative information is accurately captured for each Veteran at intake.
  • Manage intake process so each Veteran is connected to services in a timely manner.
  • Proactively anticipate the needs of clients by learning their preferences, becoming intimately involved in their personal/professional needs to ensure they feel valued and appreciated at all times.
  • Continually invent new, innovative ways to care for clients and improve processes and procedures, as needed. 

Skills and Abilities: 

  • High degree of emotional intelligence.
  • Progressive skills in crisis intervention and conflict resolution.
  • Maintains strict confidentiality.
  • Builds trust, honors commitments and treats all with respect. Uses those skills to reach consensus, produce high quality work and accomplish tasks by the deadlines.
  • Demonstrates strong sense of customer service.
  • Advanced computer skills included MS Office applications.

Experience and Education:

  • Undergraduate degree in clinical administration, social work, social science or equivalent experience, master’s degree preferred.
  • Professional license in Pennsylvania in LCSW, LPS, LMHC in good standing at all times.
  • Minimum of three years of work experience in mental health.
  • Minimum of five years experience in human services, case management or housing counseling required.
  • FBI, Act 33 and 34 clearances.

Equal Opportunity Employer

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