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About the Role
The Direct Service Manager is responsible for developing Resident Advisors and leading their day-to-day tasks at Covenant House New York’s residential programs. This role involves supervisory and administrative responsibilities at sites in Manhattan and The Bronx, focusing on staff professional development and policy adherence. The ideal candidate is organized, a proactive problem solver, and a demonstrated leader committed to fostering an energized culture and achieving meaningful results for the youth served.
Responsibilities
- Demonstrates leadership by modeling the mission, vision, and five principles.
- Prioritizes values and practices that keep the community motivated and create a strong mission-driven culture.
- Meets the day-to-day needs of the team, including supervision, schedules, appraisals, and meetings.
- Understands the day-to-day workings of the program, Case Reviews, Case Planning, and ISP.
- Conducts monthly team meetings to review program operations.
- Participates in case reviews with Case Managers.
- Possesses expert knowledge and experience working directly with young people using resiliency, strength-based youth development, and trauma-informed care approaches.
- Obtains certifications for programs to correlate with funding requirements or program operations.
- Clearly expresses expectations to the team.
- Oversees monitoring and accountability of residential programs staff.
- Responds to and assists the team during crises, modeling crisis management skills.
- Participates in daily Shift Transition.
- Collaboratively creates and maintains a safe and healthy sanctuary for all youth.
- Assesses and diffuses volatile situations, utilizing de-escalation and crisis management skills.
- Ensures integration and coordination between program efforts for maximum positive results.
- 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 decision-making and performance strategies.
- Assists in managing and monitoring the progress and performance of all program contracts and grants.
- Maintains flexibility in work schedule for key times, including weekends, evenings, and holidays.
- Must be available on-call.
- Willing to work in an environment where health precautions may need to be observed.
- Ensures adequate coverage for all operating shifts.
- Represents the program at planned events.
- Coordinates onboarding of all new Resident Advisors.
- Demonstrates openness to grow and learn.
- Serves as Shift Leader (at 41st Street) and the Point Person (in The Bronx sites).
- Reflects CHNY’s values and principles on social media.
- Upholds CHNY’s mission, vision, principles, standards of conduct, policies, and procedures.
- Provides direct care services as needed.
- Performs other site-specific duties as assigned.
- Supervises, coaches, and supports Resident Advisors for professional growth.
- Assists 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 and formal annual performance reviews for new Resident Advisors.
- Ensures appropriate follow-up on incident reports.
- Assists in the completion of internal audits of staff physicals with the program coordinator and compliance team.
Requirements
- Bachelor’s 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 evidence-based 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 multi-tasking 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.
- 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.
- Observes all policies governing conduct while at work.
- A strong interest in CHNY’s mission, vision, and principles is required.
Skills
- Leadership
- Problem-solving
- Organization
- Supervision
- Administration
- Professional development
- Policy adherence
- Resiliency
- Strength-based youth development
- Trauma-informed care
- Crisis management
- De-escalation
- Data utilization
- Performance management
- Collaboration
- Communication (verbal and written)
- Multi-tasking
- Time management
Location
- Manhattan
- The Bronx
Work Type
- Full-time
- Onsite
Experience Level
- Supervisory experience preferred
Education Level
- Bachelor’s degree in Social Work, Psychology, or a related field preferred
Benefits
- Medical
- Vision
- Dental
- Life & Supplemental Life Insurance
- Short and Long-term 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
- Birthday days off
- 403b with employer contribution after 12 months
About the Company
- Covenant House New York (CHNy) is dedicated to serving youth experiencing homelessness.