Director of Client Services, Data and Partnerships

About the Furniture Bank

The Furniture Bank of Metro Detroit helps families in Wayne, Oakland, and Macomb counties rebuild their lives by providing essential home furnishings, beds, dressers, tables, and sofas to individuals and families transitioning out of homelessness, fleeing domestic violence, or recovering from crisis.

Each year, we furnish more than 2,000 homes, transforming empty spaces into safe, dignified living environments. We believe a furnished home is not a luxury, it is a foundation for stability, recovery, and hope.

Help Transform Empty Houses into Homes

Furniture Bank of Metro Detroit is seeking a compassionate, organized, and relationship-driven professional to join our team as Director of Client Services & Community Partnerships. This position plays a critical role in ensuring families experience dignity, respect, and exceptional service while accessing essential furniture and household goods.

The Director of Client Services & Community Partnerships serves as the bridge between our clients, referral partners, and internal team, helping families move from empty spaces to fully furnished homes. This individual will strengthen relationships with community organizations, improve client access to services, and help advance our mission of providing furniture and hope to families throughout Metro Detroit.

Position Summary

The Director of Client Services & Community Partnerships oversees the client journey from referral to furniture selection while cultivating strong partnerships with social service agencies, schools, shelters, healthcare providers, veterans’ organizations, and other community partners.

This position combines client services, community engagement, program coordination, and operational support to ensure families receive timely, compassionate, and dignified assistance. The ideal candidate is a strong communicator, relationship builder, and problem solver who thrives in a mission-driven environment.

Essential Responsibilities

Client Services & Scheduling

• Serve as the primary point of contact for client scheduling and appointment coordination.
• Manage intake and scheduling processes to ensure an efficient, welcoming, and positive client experience.
• Communicate with clients regarding appointments, eligibility requirements, program expectations, and follow-up needs.
• Identify and help resolve barriers that may prevent families from accessing services.
• Maintain accurate client records and documentation within organizational systems.
• Ensure all client interactions reflect the organization’s commitment to dignity, compassion, and respect.

Agency & Community Partnerships

• Develop and maintain strong relationships with referring agencies, social workers, shelters, schools, healthcare providers, faith-based organizations, and other community partners.
• Serve as the primary liaison between Furniture Bank of Metro Detroit and referral partners.
• Conduct regular outreach to strengthen partnerships and increase awareness of available services.
• Collaborate with agencies to improve communication, streamline referral processes, and enhance outcomes for families.
• Support the onboarding and training of new referral partners.
• Represent the organization at community meetings, outreach events, and partner gatherings.

Program Management & Operations

• Monitor client service workflows and identify opportunities to improve efficiency and access.
• Track referral activity, service metrics, and program trends to support reporting and evaluation efforts.
• Develop and implement systems that strengthen client services and organizational effectiveness.
• Collaborate with warehouse, logistics, and administrative staff to ensure a seamless client experience.
• Assist with special projects, program expansion efforts, and strategic initiatives.

Mission & Community Impact

• Help create a welcoming, supportive environment for clients and partners.
• Promote the mission and values of Furniture Bank of Metro Detroit in all interactions.
• Support community engagement activities that increase awareness of furniture poverty and the organization’s impact.
• Participate in organizational events and initiatives as needed.

Qualifications

• Bachelor’s degree in social work, Human Services, Nonprofit Management, Communications, Public Administration, or a related field preferred. Equivalent experience will be considered.
• Three to five years of experience in client services, nonprofit management, program coordination, case management, community engagement, or a related field.
• Demonstrated ability to build and maintain professional relationships with community partners and stakeholders.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Excellent written, verbal, and interpersonal communication skills.
• Experience working with vulnerable populations and community-based organizations preferred.
• Proficiency in Microsoft Office and database or CRM systems.
• Ability to work independently and collaboratively in a fast-paced, mission-focused environment.

Preferred Characteristics

• Passion for serving families and strengthening communities.
• Compassionate and client-centered approach.
• Strong problem-solving and critical-thinking skills.
• Exceptional relationship-building abilities.
• Self-motivated with a proactive mindset.
• Commitment to treating every client with dignity and respect.

Work Environment

Location: Madison Heights, Michigan.  While we expect senior leaders to be present, the environment is flexible and hybrid.

Culture: Mission-driven, collaborative, community-centered, and results-oriented. We value initiative, integrity, and authentic relationships.

Compensation & Benefits

• Competitive salary commensurate with experience.
• Health, dental, and vision insurance.
• Paid time off and holidays.

To Apply

Please send your resume and a brief cover letter to:

Diane Charles
dcharles@furniture-bank.org

Applications reviewed on a rolling basis.