Position:                          Director of Client Services

Classification:                 Exempt

Reports to:                      Chief Programs Officer (CPO)

Location:                         Statewide – Located in Denver (Preferred)

About Us

At Colorado Health Network (CHN), we believe that our employees are our most valuable asset. We are dedicated to fostering an inclusive and diverse workplace that celebrates individuality, creativity, and the unique perspectives each employee brings. We welcome applicants with diverse lived experiences, including those directly related to this position.

Our commitment to diversity extends to all aspects of our work, and we strongly encourage individuals from diverse backgrounds to apply. CHN is an equal opportunity employer, and we embrace applicants regardless of age, race, color, disability, HIV status, gender identity, sexual orientation, national origin, or other characteristics that make you unique.

Are you looking to join a team that empowers individuals and creates lasting change in the community? Do you thrive in an environment that values service, innovation, wellness, and integrity? If so, we would love to hear from you!

Why Work at CHN?

As a full-time employee, you will enjoy a competitive benefits package, which includes:

• Paid Time Off (PTO): Generous leave policy, including paid holidays, floating holidays, and wellness time off
• Health & Wellness Benefits: Health, dental, and vision insurance plans
• Retirement Savings: 403(b) plan with employer match
• Education & Professional Development: Tuition reimbursement and access to ongoing learning opportunities
• Additional Benefits: Legal Shield, Flexible Spending Accounts (FSA), Life Insurance, Short- and Long-Term Disability Insurance, and an Employee Assistance Program (EAP)
• Eligible for Colorado Department of Public Health & Environment - State Dental Loan Repayment Program 

At CHN, we are committed to providing a supportive, inclusive, and dynamic work environment where all employees can grow and thrive.

Position Summary: The Director of Client Services (DCS) provides leadership, strategic direction, and programmatic oversight to a team of statewide program managers and case managers who are committed to breaking down barriers that limit access to lifesaving treatment and care for those living with HIV throughout Colorado.  CHN’s DCS works with this team to ensure programmatic success and to ensure program compliance, efficiency, and quality case management services throughout the state of Colorado. This is a statewide position that supervises each of the regional office’s Client Services Programs (Denver, Colorado Springs/Pueblo, Fort Collins/Greeley and Grand Junction) to ensure compliance with state and federal regulations for Ryan White Parts A & B funding. This position is responsible for ensuring that each regional program is operating in accordance with organizational policies and procedures, regulatory requirements and budgetary guidelines. Primary duties include overseeing all HIV Case Management program services including budget development, scope of work development, contract compliance, reporting, supervision of Client Services Managers, monitoring of budget spenddowns and quality assurance/improvement for statewide Medical Case Management Programs. Duties also include personnel management, financial management, and community and public relations. This position requires frequent travel to the other regional offices including Denver, Fort Collins, Greeley, Colorado Springs, Pueblo and Grand Junction, including some overnights and weekends. This is a senior management position working closely with Officers and Directors from all offices and all departments of CHN.

Essential Job Functions:

Program Responsibilities

• Responsible for Ryan White Parts A & B program compliance to ensure quality delivery of services and compliance with associated Standards of Care.
• Works with Ryan White Part A & B funders to ensure that all Case Management Programs for people living with HIV are compliant to respective Standards of Care and program regulations and carry-out quality improvement plans as defined in contractual scopes of work.
• Completes and oversees internal audits of all program files including chart compliance and personal files of program staff.
• Works with the CEO, CPO, CFO and Client Services Managers to provide all aspects of program development and administration including by not limited to;
  • Program visioning, planning and evaluation;
  • Development of long-term strategic goals with short-term objectives for Case Management, Financial Assistance, Food banks, Critical Events programs, and associated data bases. Provides monthly updates to the executive team;
  • Problem/issue identification, analysis, research, resolutions, plan development, and monitoring and evaluation, following Quality Improvement guidelines as defined by HRSA, DDPHE/DHR, and CDPHE;
  • Development, implementation, monitoring and evaluation of departmental strategic plan;
  • Scope of Work development and monitoring;
  • Works in conjunction with the CFO regarding budget development and monitoring;
  • Programmatic reporting and record keeping;
  • Develops and implements staff training programs within the Case Management Department.
• Collaborates in the development and implementation of policies, procedures, goals and objectives for Case Management programs within the parameters of the organizational structure.
• Participates in and providers leadership to statewide workgroups that have a direct impact on clients and staff.
• Addresses concerns, complaints, and grievances of those living with HIV appropriately.
• Develops and manages the distribution/data of an annual survey for PLWH who receive services through CHN
• Responds to all correspondence and completes reports in an accurate and timely manner.
• Stays up-to-date with Ryan White Standards of Care, legislation, and regulations pertaining to HIV case management, updates management teams as appropriate.
• Stays up-to-date on HIV National Strategy and aligns organizational objectives as needed and appropriate.
• Stays up-to-date with HIV/AIDS disease and treatment issues and updates management teams as appropriate.
• Stays up-to-date with best practices and research regarding proving trauma informed care, and health disparities and access for marginalized populations.
• Leads development of departmental trainings.
• Weekly travel may be required.
• Is the staff lead on the organization’s Client Advisory Board.
• Serves as the point person for the Client Services Department in community engagement initiatives for the Client Services Department including but not limited to medical case conferencing with HIV care providers and community meetings with stakeholders, partners and funders.

Supervision Responsibilities

• Directly supervises: Client Services Managers in Denver (2), Colorado Springs/Pueblo (1), Ft. Collins (1), Greeley (1) and Grand Junction (1).
• Provides training and support for all HIV Case Managers employed, interning, or volunteering for CHN.
• Develops and implements training curriculum for all HIV Medical Case Managers of CHN.
• Provides leadership and guidance to staff in providing quality services that meet or exceed acceptable standards.
• Manages the overall personnel needs of the case management teams in regional office by working with the CHN’s leadership team to coordinate the recruiting, hiring, training, and supervising of regional staff and volunteers within established human resource/volunteer policies and procedures.
• Maintains an environment, which ensures the health and safety of clients and staff.
• Maintains a climate, which attracts keeps and motivates a diverse staff of top quality people.
• Serves as a representative of the case management services team and attend regularly scheduled meetings. Assigns staff to attend in their absence.
• In cooperation with the leadership team, develops and revises organizational chart to meet changing needs of the Case Management Department.

Qualifications (Level I): Minimum of five years of experience in a related field, with two years of experience in a supervisory or management capacity. Previous successful experience in budget management, data management, contract management and staff supervision is preferred. Experience leading/managing advisory boards/councils preferred. Experience with HIV/AIDS preferred.

Qualifications (Level II): Six or more years of experience in a related field, with three + years of experience in a supervisory or management capacity. Previous successful experience in budget management, data management, contract management and staff supervision is preferred. Experience leading/managing advisory boards/councils preferred. Experience with HIV/AIDS required.

Education (Level I):

Bachelors’ Degree in Social Work, Psychology, Human Services, non-profit management or a related field.

Education (Level II):

Master’s degree in Social Work, Psychology, Human Services, non-profit management or a related field.

Supervisors Responsibilities: Directly supervises: Client Services Managers throughout the statewide organization (generally, one per location). Recruits and maintains high-quality staff; provides accountability mechanisms as necessary. Supervises, coaches, evaluates and supports staff to achieve the highest performance toward defined performance parameters and goals; determines needs of volunteers, interns and temporary staff and manages those staff appropriately. Ensures appropriate and adequate staffing and scheduling.

Software Utilized:

Experience working with basic office and database computer programs, including familiarity with Microsoft Outlook, Word, Excel, Access, and the internet.

Knowledge, Skill and Ability:

Knowledge of and sensitivity to HIV/AIDS challenges, LGBTQI+ communities, BiPoc communities, People who use substances, and other communities disproportionately affected by HIV/AIDS.  Proficient in written and verbal communication. Completion of HIV 101 training required. Highly organized and detail oriented. This position requires personal and professional accountability; self-management and initiative; dedication to quality improvement, professional integrity and research ethics and cultural competency. Must demonstrate accuracy, and efficiency. Must demonstrate effectiveness in the following areas: task management; teamwork; time management; and communication with teams, managers, clients, and company consultants. Ability to uphold respect for client’s autonomy to make decisions about their sexual health. Must have flexibility, creativity, collaborative, and a positive workplace attitude in a small team dynamic. Also, strong critical thinking, active listening, and problem-solving skills to address complex situations.

Material and Equipment Directly Used:

Works with computer workstations, laptops, servers, and standard office equipment. Works with software, including electronic health records, client/patient data systems, word processing, spreadsheet and presentation software as well as with online systems. Communicates with partner organizations and vendors using the telephone, e-mail, the Internet, and fax.

Physical Demands and Work Conditions:

Works in an office environment with frequent travel via automobile or airplane to offsite locations. Requires ability to lift up to 50 pounds of materials. Requires clear speaking ability and the ability to use a telephone for extended periods. Requires ability to view a computer screen (near acuity). Requires fingering agility for keyboarding.

General Benefits Description: We offer full-time employees a comprehensive benefits plan that includes: Health Insurance, Dental Insurance, Vision Plan, 403(b), Legal Shield, FSA, Life Insurance, EAP, Long-Term and Short-Term Disability.

How to Apply

Please submit resume and cover letter (use “Director of Client Services” in the subject line) to the Human Resources department at

HR@coloradohealthnetwork.org.  or apply online https://www.paycomonline.net/v4/ats/web.php/jobs?clientkey=F8CF73C607E1FCBE325F79BAC22B2377

All offers of employment are subject to completion of a criminal background check. Colorado Health Network is an Equal Opportunity Employer (EOE)