What are the responsibilities and job description for the Director of Client Experience and Support position at Cabrini Green Legal Aid?

About Cabrini Green Legal Aid

Cabrini Green Legal Aid (CGLA) was established in 1973 to serve the legal needs arising from the lack of opportunity, criminalization of poverty, and racial inequity experienced within Chicago's Cabrini Green public housing community. Since then, CGLA has grown beyond a single neighborhood to become a citywide, countywide, and statewide leader in proactively filling the void of legal representation, wraparound services, legal information and resources, and advocacy exclusively for low-income individuals negatively impacted by the criminal legal system. Any engagement with the criminal legal system can greatly disrupt an individual, family, and community's quality of life.

CGLA is distinguished among legal aid service providers locally, throughout Illinois, and nationally as having expertise in legal matters related to the direct and collateral consequences of the criminal legal system. Since 2014, we have been the sole legal aid services provider serving Cook County with the distinction of focusing exclusively on individuals and families who have been adversely impacted by the criminal legal system in all legal program areas : criminal records, emerging adults, criminal defense, housing law, and family law. We provide direct legal services, advocate for policy reforms, and provide legal information and resources to other legal aid organizations, pro bono attorneys, and the general public. We also support our clients holistically with wraparound social services from our social workers. Our policy and advocacy work is not performed as a separate entity; rather it is informed by our legal services and the lived experiences of our Leadership Council, an Advisory Group made up of former CGLA clients and community members directly impacted by the criminal legal system.

Position Overview :

The Director of Client Experience & Support at CGLA is a key leadership role focused on creating an impactful, accessible, and compassionate experience for clients from initial contact through case resolution. This individual will lead, mentor, and develop a team responsible for intake operations, client services, and support, ensuring that CGLA’s mission, holistic service model, and integrated advocacy approach are upheld with integrity at every stage of the client journey. The Director will work collaboratively across departments to establish client-centered policies, improve client engagement, and enhance support service delivery models that prioritize equity, respect, and empowerment. The ideal candidate will have a strong understanding of the systematic challenges and inequities faced by CGLA clients, along with a commitment to client-focused advocacy that recognizes the effects of systemic trauma and oppression.

Key Responsibilities & Essential Duties :

Leadership & Supervision

Provides leadership, supervision, and advocacy for the client intake and client support functions of the office;
Ensures collaboration with Legal Programs and Policy / Advocacy efforts, for successful implementation of CGLA’s interdisciplinary model and integrated advocacy approach;
Works closely across other departments as well as external service providers to expand services and resources available to clients;
Collaborates with members of the Legal, Development, and Finance teams to contribute vision, content, and data for grant applications and reports;
Oversees documentation and publication of program accomplishments and goals each fiscal year and at intervals prescribed by the Executive Director;
Attends CGLA Board of Director meetings and serves on Board and / or staff committees as appropriate.
Acts as an organizational ambassador, representing CGLA at community partner events, meetings, and outreach.

Client Experience Development & Strategy

Ensures CGLA approaches the client experience with a trauma informed, client-centered / community lawyering, and racial justice lens;

Develops and maintains client service standards and protocols to ensure a respectful, efficient, and supportive experience;

Helps to measure impact of client services with utilization of various methods including client stability assessment processes, ongoing outcomes tracking, client satisfaction, and strategic initiatives;

Oversees client service goalsetting, tracking, and reporting required for grant applications;

Represents the voice of the client in cross-departmental initiatives and decision-making, fostering a culture of empathy and inclusivity;

Works with the Director of Legal Programs to align operational practices with legal service priorities and integrate support resources as part of the holistic approach.

Personnel Management

Serves as a member of the Executive Team providing leadership in developing agency-wide strategic plans and monitoring performance of service methods;

Provides leadership, coaching, and accountability for all direct reports, engaging in conflict resolution when necessary;

Responsible for program onboarding and providing oversight of department hiring processes;

Leads and supervises a team of client experience and support staff, including intake specialists, social workers, client advocates, and other support roles as determined;

Provides training, resources, mentorship, and professional development opportunities to enhance team members' skills in client relations, crisis intervention, trauma-informed care, and equitable service delivery;

Implements performance metrics and conducts regular evaluations to ensure high standards of client care and support.

Compliance & Reporting

Ensure compliance with all legal, ethical, and regulatory requirements related to client services and licensure of staff;

Prepare reports and presentations to staff, the CGLA Board of Directors, and funding agencies, highlighting program achievements and challenges.

Education :

Master's degree in social work (MSW), human services, public administration (MPA), or a related field required; Juris Doctorate (JD) or Licensed Clinical Social Worker (LCSW) preferred.

Experience :

Minimum of seven (7) years of experience in a client services, support, or advocacy role, with at least three (3) years in a management or leadership capacity. Experience in legal services, social services, public defense, or a nonprofit organization is a plus.

Preferred Qualifications :

Experience working with low-income individuals and / or marginalized groups;

Experience with legal or case management software;

Bilingual (Spanish / English);

Strong understanding of the criminal legal system and the myriad of social justice issues faced by our client population;

Ability to coordinate multi-disciplinary services and work with diverse populations;

Excellent interpersonal, communication, crisis intervention, and conflict resolution skills, with a demonstrated ability to lead and inspire a team;

Proven experience in program development, evaluation, and reporting;

Deep knowledge of community resources such as housing, public and medical assistance, workforce development, and mental health support;

Ability to maintain confidentiality and handle sensitive information with discretion.

Physical Requirements :

Sit for long periods of time.

Speak clearly so listeners can understand.

Understand the speech of another person.

Must be able to work in a stressful work environment.

The employee is regularly required to sit, walk, talk, read, see and hear. The employee is frequently required to use hands and fingers to type, handle, or feel and reach. The employee is regularly required to stand and walk. The employee must occasionally lift and / or move up to 25 pounds.

Travel Requirements :

Consistent access to transportation is required for this position.

Required Hours :

Monday through Friday 9 : 00am to 5 : 00pm, 40 hours per week. NOTE : Non-traditional hours – occasional weekends and evenings – are required.

Benefits :

We offer a generous benefits plan that includes Blue Cross Blue Shield - Health insurance, Vision Service Plan – Vision insurance, Principal Dental insurance and 100% employer paid life insurance, (EAP) Employee Assistance Program, Dependent Care and Medical Flexible spending accounts, Pet insurance, Pre-Tax Programs for parking, local transit for Ventra and Metra and UberPool, and Vanguard 403(b) retirement matching. Additionally, CGLA offers generous Paid Time-off, Floating Holidays, 15 paid holidays per year, and the week off between Christmas and New Years. During the summer months we celebrate Summer Fridays by closing the office early.

CGLA is an Equal Opportunity Employer and encourages qualified candidates of all backgrounds to apply for this position.

The pay range for this role is :

94,000 - 104,000 USD per year(HQ)

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Salary : $94,000 - $104,000

Accounting Director

Jet Support Services, Inc. -

Chicago, IL

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