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About the Role

The Director of Social Services (DSS) provides executive leadership and full accountability for all social services, case management, housing services, resident engagement, and program compliance within a 24-hour New York City Department of Homeless Services (DHS) shelter. The DSS oversees the delivery of trauma informed, culturally responsive, resident centered services while ensuring full compliance with NYC Department of Homeless Services (DHS), Human Resources Administration (HRA), New York State Office of Temporary and Disability Assistance (OTDA), and Cherokee Federal policies and procedures. The DSS serves as the senior leader for the Social Services Department and is responsible for supervising various staff members. The Director develops high performing teams, establishes systems of accountability, monitors program performance, ensures documentation quality, and drives measurable resident outcomes through housing placement, independent living planning, and successful exits from shelter.

Responsibilities

Provide strategic leadership, direction, and accountability for all social service operations within the shelter.
Supervise Community Associate Supervisors, Housing Specialists, Recreational Specialists, Case Managers, and assigned social service personnel.
Conduct regular supervision, coaching, performance evaluations, corrective action, professional development planning, and succession planning.
Establish a culture of accountability, collaboration, professionalism, continuous improvement, and resident centered service delivery.
Build and maintain strong interdisciplinary partnerships with Operations, Security, Facilities, Administration, and external providers.
Oversee all case management functions including intake, psychosocial assessments, Independent Living Plans (ILPs), progress notes, referrals, case conferences, housing planning, discharge planning, and aftercare.
Ensure all residents receive timely and comprehensive services in accordance with DHS standards and contractual requirements.
Ensure residents are actively engaged in service planning and housing readiness activities.
Monitor staff caseload distribution and workload management to ensure quality service delivery.
Develop, monitor, and improve departmental performance through routine analysis of key performance indicators.
Develop corrective action plans whenever performance indicators fall below DHS or Cherokee expectations.
Oversee all housing placement initiatives and permanent housing strategies.
Supervise Housing Specialists and monitor housing productivity.
Ensure all housing packages are complete, accurate, and submitted timely.
Monitor CityFHEPS, supportive housing, NYCHA, HPD, SOTA (where applicable), and other housing subsidy applications.
Build collaborative relationships with brokers, landlords, supportive housing providers, HRA, HPD, and community partners to maximize housing opportunities.
Ensure all documentation meets DHS, HRA, OTDA, and agency standards.
Conduct routine chart audits.
Review ILPs, psychosocial assessments, progress notes, referrals, housing packages, CARES documentation, and case records.
Develop quality improvement initiatives based on audit findings.
Monitor documentation timeliness and accuracy through ongoing quality assurance reviews.
Achieve and sustain DHS performance standards related to documentation quality, housing outcomes, subsidy approvals, audit readiness, and resident engagement.
Develop and maintain collaborative relationships with various government agencies, providers, and organizations.
Ensure all social service related incidents are documented and managed in accordance with DHS Incident Management Guidelines.
Coordinate incident follow up with the DHS Serious Incident Unit (SIU).
Ensure required documentation, investigations, resident follow up, and corrective actions are completed timely.
Participate in interdisciplinary incident reviews and quality improvement initiatives.
Mentor emerging leaders within the department.
Develop training plans to improve documentation quality, housing outcomes, resident engagement, and regulatory compliance.
Ensure staff receive ongoing training in trauma informed care, motivational interviewing, crisis intervention, housing systems, documentation standards, and DHS policy updates.
Lead or participate in various meetings including Case Conferences, Housing Meetings, Clinical Supervision, Leadership Meetings, DHS Meetings, Interdisciplinary Meetings, Resident Case Reviews, Quality Assurance Meetings, and Community Provider Meetings.
Participate in the shelter leadership on call rotation and provide after hours consultation, incident response, operational decision making, and emergency support as assigned.
Directly supervises Community Associate Supervisor, Housing Specialist(s), Recreational Specialist(s), Case Managers, Interns and Volunteers.
Responsible for recruitment, onboarding, scheduling oversight, supervision, coaching, employee development, performance evaluation, corrective action, and recommendations regarding separation in collaboration with Human Resources and the Site Director.
Performs other duties as may be assigned.

Requirements

Extensive knowledge of NYC DHS shelter operations.
Strong knowledge of HRA housing subsidy programs, supportive housing, and permanent housing placement strategies.
Working knowledge of OTDA regulations.
Strong understanding of Independent Living Plans, psychosocial assessments, housing planning, and case management best practices.
Advanced working knowledge of CARES, HOME, CAPS/CAPCAP, and related shelter management systems.
Strong understanding of trauma informed care, crisis intervention, motivational interviewing, and strengths-based case management.
Exceptional leadership, coaching, accountability, and performance management skills.
Ability to analyze performance data, identify trends, implement corrective action plans, and achieve measurable outcomes.
Excellent written, verbal, and presentation skills.
Strong organizational and project management abilities.
Ability to prioritize multiple competing responsibilities within a fast paced 24-hour shelter environment.
Proficiency with Microsoft Office Suite and shelter management systems.
CPR/First Aid certification, Mandated Reporter training, Naloxone certification, and other required certifications must be obtained within program-established timelines.
Must pass pre-employment qualifications of Cherokee Federal.
Bilingual English/Spanish preferred.
Experience with quality assurance, chart auditing, regulatory compliance, and performance improvement initiatives preferred.
Bachelor's degree in Social Work, Human Services, Psychology, Counseling, Public Administration, Sociology, or related field required.
Minimum five (5) years of progressively responsible experience in homeless services, emergency shelter, supportive housing, residential services, or human services.
Minimum three (3) years of supervisory or management experience overseeing social service professionals.
Demonstrated experience working within the NYC Department of Homeless Services shelter system.
Demonstrated experience with HRA housing subsidy programs and supportive housing.
Cherokee Federal is a federal contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA).
Cherokee Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities in compliance with Section 503 of the Rehabilitation Act.
Reasonable accommodations are available to qualified individuals with disabilities or those with sincerely held religious beliefs.

Skills

Leadership
Case Management
Housing Placement
Performance Management
Documentation
Quality Assurance
Trauma Informed Care
Crisis Intervention
Motivational Interviewing
Strengths-Based Case Management
Microsoft Office Suite
Shelter Management Systems
Project Management
Communication
Organizational Skills

Location

New York City

Work Type

Full-time
Onsite

Experience Level

Director
Minimum 5 years experience in homeless services, emergency shelter, supportive housing, residential services, or human services
Minimum 3 years supervisory or management experience

Education Level

Bachelor's degree in Social Work, Human Services, Psychology, Counseling, Public Administration, Sociology, or related field
Master's degree in Social Work (MSW) or related Human Services field strongly preferred

Salary/Compensations

$85k

Benefits

Up to a 6% 401(k) company match
Paid time off
Medical, dental, and vision insurance, plus prescription drug coverage
Basic life and AD&D insurance, with supplemental life options
Short-term and long-term disability coverage
Paid holidays
Employee Assistance Program (EAP)
Flexible Spending Account (FSA) and Health Savings Account (HSA) options
Professional development, training, and certification support
Voluntary benefits including accident, critical illness, and identity theft protection

About the Company

Behind every government mission stands skilled, mission-driven talent: people whose expertise and dedication turn complex challenges into successful outcomes. Cherokee Nation Management & Consulting, part of Cherokee Federal, the federal contracting division of Cherokee Nation Businesses, is that team. We modernize aging systems, deliver care where it’s needed most, and keep missions supplied, staffed, and moving across defense, intelligence, and civilian agencies. For more than 60 federal clients, we take on the work others won’t, and deliver where it counts.

Equal Opportunity

Cherokee Federal is an equal opportunity employer.
Cherokee Federal is a military friendly employer.
Veterans and active military transitioning to civilian status are encouraged to apply.
Cherokee Federal is a federal contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act (VEVRAA).
As required by VEVRAA, we take affirmative action to employ and advance in employment qualified protected veterans.
Protected veterans are encouraged to self-identify during the application process.
Cherokee Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities in compliance with Section 503 of the Rehabilitation Act.
Qualified individuals with disabilities are encouraged to self-identify during the application process.
Reasonable accommodations are available to qualified individuals with disabilities or those with sincerely held religious beliefs.