ABOUT US

The Williamsburg House of Mercy (WHOM), established in 2015 and inspired by Sister Berenice

Eltz's legacy of social ministry, is a 501(c)(3) nonprofit dedicated to offering food, comfort, and

essenKal resources to individuals and families in need throughout Greater Williamsburg. WHOM

works to ensure that food distribuKon, operaKonal programs, and community support services

are delivered efficiently and effecKvely. Guided by a commitment to radical hospitality, WHOM

conKnues to strengthen its operaKons, partnerships, and infrastructure to beRer serve the

community and expand its impact.

SUMMARY & PURPOSE

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.

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, siing, 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

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.• Soft Skills: Exceptional de-escalation skills, empathy, and the ability to build rapport with diverse

populations in high-stress environments.

• Technical Proficiency: Familiarity with Charity Tracker and HMIS; proficient in the Microsoft

Office and Google Drive suites.

• Language: Bilingual proficiency (English/Spanish) is strongly preferred.

Salary and Benefits

Salary, commensurate with experience, will range $55,000.00-$60,000.00 per year. Comprehensive

benefits package (with some employee contributions) includes medical, dental, vision insurance, and

disability. Employer matched reKrement plan. Employees receive twelve vacation days, accrued sick time,

and company holidays.

Interested candidates should send a cover leRer and resume, to Associate Executive Director, Sara Marina:

Sara@williamsburghouseofmercy.org