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About the Role

The Program Coordinator will be an integral member of our Shelter team, supporting the organizational vision towards ensuring a safe and supportive environment for all clients, staff, and visitors while providing clients with the best possible care and services.

Responsibilities

• Serve as shift lead, providing direction, supervision, and performance management for operational staff while fostering effective team performance
• Provide leadership during shifts by de-escalating on-site crises and conflicts, implementing problem-solving and conflict resolution interventions
• Manage and coordinate the day-to-day operations of the facility, ensuring programming, client care services, rounds, meal service, front desk, customer service, laundry and linen services, and other shelter operations are conducted effectively and in a client-centered manner
• Monitor access control systems and coordinate activities among Program Assistants, contracted security and maintenance staff, clinical teams, and clients to maintain a safe and well-functioning environment
• Support and oversee the client intake process, including coordinating new client intakes with Program Assistants, ensuring orientations are completed, identifying priority concerns, and connecting clients to additional supports as needed
• Interface daily with clients by providing excellent customer service, responding to questions and concerns, encouraging independence in daily living tasks, and addressing issues that arise during the shift
• Ensure compliance with all agency policies, government regulations, funder requirements, and program protocols, while identifying and addressing operational concerns that may impact service delivery
• Maintain accurate and timely documentation, including client records, incident reports, shift logs, bed checks, medication and valuables tracking, client belongings records, vacancy reporting, and other required operational documentation
• Enter and manage client and program data in required databases, including DHS CARES and other reporting systems, ensuring accuracy and compliance with performance standards
• Lead incident reporting procedures by responding professionally to complaints, emergencies, and critical incidents; collecting and analyzing information; documenting findings; and communicating outcomes to appropriate stakeholders
• Monitor client and staff safety, ensure safety procedures are consistently followed, maintain security equipment inventories, and oversee the secure storage of client valuables and medications. Coordinate locker searches and room inspections in accordance with program procedures
• Facilitate communication across shifts and departments through written logs, reports, meetings, and direct collaboration with Food Services, Facilities, Social Services, Security, and other organizational partners
• Review and approve staff timesheets and participate in an on-call rotation with leadership staff, as assigned
• Complete all other responsibilities and duties as assigned by Assistant Program Director

Requirements

• The ideal Program Coordinator is organized, dependable, and able to work effectively in a fast-paced 24/7 residential setting.
• Strong communication, documentation, computer, and organizational skills required.
• Bachelor’s degree and relevant experience in homelessness services, behavioral health, substance use, or residential support required.
• Experience working in a shelter or similar setting and at least one year of supervisory experience required.
• CPR, First Aid, and Fire Safety certification required or willingness to obtain upon hire.
• Candidates must be available to work day, evening, or overnight shifts, including weekends and holidays.
• All individuals, as a condition for employment by Lenox Hill Neighborhood House, are required to undergo a pre-employment background check.

Skills

• Communication skills
• Documentation skills
• Computer skills
• Organizational skills

Location

• Upper East Side of Manhattan

Work Type

• 24/7 residential setting
• Day, evening, or overnight shifts
• Weekends
• Holidays

Experience Level

• At least one year of supervisory experience

Education Level

• Bachelor’s degree

Salary/Compensations

• $70,000 annually

Benefits

• Comprehensive health insurance choices for staff and their families
• 25 days’ vacation and discretionary time
• 13 holidays
• Substantial sick time
• Matching contributions to Retirement Plan
• Wonderful paid parental leave policy for all staff
• Professional Development Opportunities – conferences, trainings, lectures and more
• Free Life Insurance – 3x annual salary
• Pre-tax Flexible Spending Accounts for Medical, Dependent Care and Parking/Mass Transit
• Supplemental Insurance Coverage (Accident, Hospital and Critical Illness)
• Monthly Film and Dinner nights, bowling parties, Mets and Yankee games, cruises, food trucks, holiday parties, parties on our two Green Roofs, chocolate event for Valentine’s Day and ice cream socials
• State-of-the Art Fitness Center, Gym and Swimming Pool
• Free Fitness classes for staff
• PSLF (Public Service Loan Forgiveness) Eligible Employer

About the Company

• Lenox Hill Neighborhood House is widely recognized as one of New York’s premier human services providers.
• It is a settlement house founded in 1894 that provides an extensive array of effective and integrated services—social, educational, health, housing, mental health, nutritional and fitness—which significantly improve the lives of 16,000 people in need each year, ages 3 to 103, on the East Side of Manhattan.
• Clients include older adults, unhoused and formerly unhoused adults, children and families, disabled persons, adult learners and more.
• The Women’s Mental Health Shelter is a 24-hour program that addresses the critical issues facing 80 homeless women, aged 45 and over, who have histories of mental illness.
• Through a comprehensive continuum of care and programming that includes social work services, medical, nursing and psychiatric care, specialized peer support, housing placement, benefits assistance, arts and recreation and food and nutrition programs, the talented, multi-disciplinary team helps clients to transition from homelessness to permanent housing.

Equal Opportunity

• At Lenox Hill Neighborhood House we value respect, integrity, diversity and integrity.
• We are an equal opportunity employer.
• Lenox Hill Neighborhood House prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status or any other characteristic protected by law.
• Lenox Hill Neighborhood House conforms to the spirit as well as to the letter of all applicable laws and regulations.
• The policy of equal employment opportunity (EEO) and anti-discrimination applies to all aspects of the relationship between Lenox Hill Neighborhood House and its colleagues.