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About the Role
The Program Supervisor for Ontario County supervises the day-to-day delivery of YWCA programs serving individuals and families in Ontario County, including Emergency Services for Singles and Families. The Supervisor provides staff guidance and monitors service delivery to ensure high-quality, trauma-informed, person-centered services for individuals and families experiencing homelessness and individuals with complex health and social service needs. This position coordinates daily program operations, supervises and supports staff, monitors service quality, implements policies, monitors budget use, supports compliance and reporting, and maintains community partnerships.
Responsibilities
- Supervise STEHP, Ontario County Family & Homelessness Case Management Services and steward the relationship with key leaders and partners at OCDHS.
- Participate in short- and long-term program goals aligned with the YWCA’s mission, agency priorities, community needs, contracts, and funder requirements.
- Support the creation & use of documented policies, procedures and work instructions to build systems with measured outcomes to determine next steps for improvement and growth.
- Coordinate the timely use of approved program funds to meet participant needs, support staff recognition and development, and achieve program goals.
- Coordinate and maintain staffing arrangements that support effective supervision, clear responsibilities, and a culture of accountability within the department.
- Ensure individualized service and care plans include meaningful short- and long-term goals and are regularly reviewed and updated based on participant needs and progress.
- Ensure appropriate coordination of housing, healthcare, behavioral health, benefits, social services, and other resources for individuals and families receiving Case management & Housing supports.
- Ensure respectful, trauma-informed, person-centered, culturally responsive services informed by participant assessments, strengths, goals, and changing needs.
- Supervise team members & coordinate with internal partners, and external resources to address service barriers, complex situations, safety concerns, and participant support needs.
- Participate in incident management by reviewing reported incidents, coordinating timely response and documentation, ensuring appropriate follow-up, and developing and monitoring corrective action plans to reduce recurrence and improve participant safety and service quality.
- Follow case management procedures to meet contracts, funder requirements, regulatory standards, and program guidelines.
- Comply with applicable YWCA policies, contracts, grants, program standards, and funder requirements.
- Help develop and implement procedures for accurate, complete, and timely documentation and program data.
- Help prepare required internal, external, and funder reports.
- Support quality-assurance reviews and audit readiness; work with department leadership to address documentation and compliance gaps and complete corrective actions.
- Follow documented policies, procedures and work instructions to set clear expectations and apply consistent performance management practices that reinforce individual and team accountability.
- Provide regular supervision, coaching, and actionable feedback using objective measures wherever possible to recognize strong performance and identify opportunities for growth.
- Contribute to a positive, trauma-informed, and collaborative team culture by using person centered & strength-based coaching to identify opportunities for employee growth and advancement.
- Develop and maintain collaborative relationships with Ontario County DSS, other emergency services, relevant CBOs, other stakeholders, and internal partners.
- Partner with department leadership to identify opportunities to represent the YWCA in community meetings, discussions, and roundtables.
- Cultivate the YWCA's reputation in the community by serving and speaking up as a leader and expert in your field when representing the YWCA.
- Exemplify the YWCA's mission of eliminating racism and empowering women when representing the YWCA.
- Act as an ambassador between department leadership and your team.
- Share data and stories with department leadership to communicate program accomplishments, challenges, emerging needs, and trends.
- Perform other duties as assigned.
Requirements
- Bachelor’s degree in social work, Human Services, Public Administration, Nonprofit Management, or a related field required; equivalent education and experience may be considered.
- At least two years of progressive leadership experience in housing case management, human services, or nonprofit program management.
- Experience serving individuals and families facing homelessness, housing instability, substance use disorders, mental health needs, domestic violence, and other complex barriers.
- Experience with audits, regulatory compliance, and contract management involving relevant funders and regulators.
- Experience in program operations, staff supervision, compliance, reporting, quality assurance, and performance management.
- Ability to give and receive positive and constructive feedback effectively.
- Ability to manage multiple priorities and supervise a team across multiple sites.
- Ability to manage crises, high-pressure situations, conflict resolution, and de-escalation effectively.
- Commitment to diversity, equity, inclusion, and the mission of the organization.
- Must be willing to travel unaccompanied to areas where the population served lives.
- Must be available to work 37.5 hours per week, and the work hours may include evenings or weekends.
Skills
- Growing leadership skills
- Organizational skills
- Communication skills
- Problem-solving skills
- Proficiency in Microsoft Office
- Proficiency in electronic data management systems
- Knowledge of trauma-informed approaches
- Knowledge of person-centered approaches
Location
- Ontario County
Work Type
- Full-time
- Hybrid
Experience Level
- Leadership experience
- Program management experience
Education Level
- Bachelor's degree
About the Company
- At YWCA of Rochester & Monroe County, our mission is to help everyone find their place in the world.
- We continually celebrate the diverse community different individuals cultivate.
Equal Opportunity
- As an Equal Opportunity Employer, we stay true to our mission by ensuring that our place can be anyone’s place.