Direct Service Manager

POSITION TITLE: Direct Service Manager

DEPARTMENT: Residential Services

REPORTS TO: Program Coordinator

SALARY: $61800 annually

LOCATION:Glebe (Bronx)

SHIFT:Day & Evening

Join a Legacy of Hope and Empowerment at Covenant House New York!

For over 50 years Covenant House New York (CHNY) has been at the forefront of transforming lives by providing comprehensive shelter housing and wraparound support services for vulnerable homeless runaway and exploited youth. As the largest provider of these essential services in New York City CHNY impacts the lives of over 1500 young people aged 1624 every year.

At CHNY our doors are open to all young people in need regardless of race religion sexual orientation gender identity and expression. Our dedicated team offers various services including shelter housing education employment health mental health support youth development and antihuman trafficking initiatives. We operate with harm reduction and traumainformed principles to ensure the best care for our youth.

But our mission goes beyond immediate support. We are passionate advocates for systemic change influencing public policy and raising awareness of the critical issues surrounding youth homelessness. Our ultimate goal is to provide a safe refuge and empower young people to build a brighter future founded on compassion unconditional love and absolute respect.

Join us in making a difference in the lives of countless young people. Be part of a team inspires longterm transformation and hope.

JOB SUMMARY

Reporting to and working closely with the Program Coordinator the Direct Service Manager is responsible for developing the Resident Advisors and leading their daytoday tasks at Covenant House New Yorks residential programs. The incumbent will have supervisory responsibilities and additional administrative responsibilities at the residential sites in Manhattan and The Bronx. The incumbent will lead in shepherding staffs professional development and ensuring policies and procedures are being followed. The Direct Service Manager must be highly organized a proactive problem solver and a demonstrated leader. They will play a key role in working with the Program Coordinator and Senior Director of Shelter to develop an energized culture. They will build and lead a team that will successfully achieve meaningful results for the young people we serve.

This position requires a workweek of five 5 days including Saturday or Sunday.

DUTIES AND RESPONSIBILITIES

(Responsibilities to include but not limited to the following)

• Demonstrates leadership qualities by modeling the mission vision and five principles.

• Prioritizes values and practices that keep the community motivated and create a strong missiondriven culture.

• Meets the daytoday needs of the team including regular and meaningful supervision schedules appraisals team meetings and case conferences.

• Must have an understanding of day to day workings of the program Case Reviews Case Planning and ISP

• Conducts team meetings monthly to review program operations.

• Participates in case review with Case Managers.

• Possesses expert knowledge and experience working directly with young people through approaches emphasizing resiliency strengthbased youth development and traumainformed care.

• Obtain certifications for programs to correlate with funding requirements or program operations.

• Appropriately and clearly express expectations to the team.

• Oversee monitoring and accountability of residential programs staff.

• Respond and assist the team during crisis situations; modeling expectations for staff in how to manage crises.

• Participates in Shift Transition daily.

• Collaboratively creates and maintains a safe and healthy sanctuary for all youth in the program.

• To assess and diffuse volatile situations utilize and model deescalation and crisis management skills.

• Ensures integration and coordination between program efforts to maximize positive results within and between program areas.

• Develops and maintains positive and strategic relationships with internal and external colleagues partners and stakeholders.

• Implements and tracks ongoing training and professional development for team members.

• Effectively utilizes data and information systems for informed decisionmaking and developing performance strategies.

• Assists in managing and monitoring the progress and performance of all program contracts and grants.

• Overall flexibility in work schedule to be present for youth and staff at key times including weekends evenings and holidays.

• Must have oncall availability.

• Must be willing to work in an environment where precautions for communicative diseases and health concerns may need to be observed and followed.

• Ensure adequate coverage for all operating shifts.

• Represent the program at planned events.

• Coordinates onboarding of all new Resident Advisors.

• Openness to grow and learn.

• Must serve as Shift Leader (at 41st Street) and the Point Person (in The Bronx sites).

• Always reflects CHNYs values and principles on social media.

• Always uphold CHNYs mission vision principles standards of conduct policies and procedures.

• Provides direct care services as needed.

• Perform other sitespecific duties as assigned and needed.

SUPERVISORY DUTIES

• Supervises and provides coaching and support to assist Resident Advisors to grow professionally within their roles and assists the Program Coordinators with hiring direct care staff.

• Responsible for the onboarding and development of Resident Advisors

• Conducts weekly supervision with Resident Advisors

• Acts as a resource for direct care staff

• Ensures Resident Advisors receive and complete all training.

• Writes and conducts probation performance reviews of new Resident Advisors and their formal written annual performance reviews.

• Ensures that appropriate followup on incident reports is completed and submitted.

• Assist in the completion of internal audits of staff physicals withthe program coordinator and compliance team.

KNOWLEDGE SKILLS & ABILITIES

Education & Experience

• Bachelors degree in Social Work Psychology or a related field preferred or successful experience in a related field.

• Experience working with diverse groups is required.

• Experience working with young people is required particularly those experiencing homelessness is preferred.

• Experience utilizing evidencebased and other social service models preferred.

• Experience utilizing data dashboards and other metrics to improve staff performance and client outcomes preferred.

• Supervisory experience preferred.

• Must know about human service delivery systems residential care and resources for the youth population.

• Must possess strong multitasking skills with a demonstrated ability to manage multiple projects simultaneously.

• Excellent collaborative and organizational abilities.

• Excellent verbal and written communication skills.

• Strong leadership/management skills.

• Flexible work schedule to include evenings weekends and holidays.

INITIATIVE AND JUDGMENT/ATTENDANCE AND RELIABILITY

• Independently recognizes and performs duties that need to be done without being directly assigned.

• Establish priorities; organize work and time to meet them.

• Recognizes and responds to emerging priorities accepts changes and new ideas

• Has insight into problems and the ability to develop workable alternatives.

• Responds to supervision coaching and constructive criticism in a positive manner.

• Adheres to attendance and punctuality requirements per policy. Provides proper notification for absences and tardiness. Takes corrective action to prevent recurring absences or tardiness.

• Observe all policies governing conduct while at work (e.g. telephone and computer use electronic messaging smoking regulations breaks and other related policies)

• A strong interest in CHNYs mission vision and principles is required.

Benefits

Covenant House New York offers a rich package of benefits including but not limited to:

• Medical
• Vision
• Dental
• Life & Supplemental Life Insurance
• Short and Longterm disability insurance
• Eligibility for medical benefits begins on the date of hire
• PTO includes 3 weeks of vacation in the first year 10 holidays 13 sick days 5 personal days and birthday days off
• 403b with employer contribution after 12 months

Covenant House New York is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other characteristic protected by law.

We believe that diverse perspectives drive innovation and we are dedicated to providing a work environment free from discrimination and harassment where everyone feels respected and valued. If you need assistance or an accommodation due to a disability you may contact us at