Director of Residential Services

Location: New Orleans

GENERAL SUMMARY The Director of Residential Services provides leadership and strategic oversight for residential services at Covenant House New Orleans CHNO. This role ensures that services are delivered with dignity, respect, and a commitment to CHNO youth and staff well being while maintaining the highest standards of safety, quality, and accountability. The Director directly supervises the Care Center Manager and Transitional Housing Manager.

The Director leads through visible presence, trauma informed decision making, and cross department collaboration, ensuring alignment with CHNOs Mission, Principles, and Core Value to provide safety, consistency, growth, and opportunity to youth experiencing homelessness.

The Director of Residential Services will be part of our Senior Leadership Team and help drive service standards, quality assurance and customer satisfaction across all CHNOs Residential Programming Services. This role involves developing, implementing, and maintaining quality assurance protocols and service standards and will be responsible for developing and overseeing quality assurance, monitoring, and improvement processes to ensure services are compliant and meet regulatory and agency standards while leading on initiatives for continuous improvement in quality and service delivery of services.

The position requires strong leadership in a fast paced environment and the ability to support staff managing complex youth needs including mental health, trauma, substance use, and housing instability.

DUTIES AND RESPONSIBILITIESCulture, Values, and Leadership Model accountability by setting clear expectations, honoring commitments, and ensuring decisions prioritize the physical and emotional safety of youth and staff.

Use accurate operational, financial, and safety data to inform decisions, promote transparency, and respect the lived experiences of residents and staff.

Lead with presence through visible engagement on campus, calm leadership during crises, and respectful communication at all levels.

Promote a culture of dignity and respect, ensuring all interactions recognize the inherent worth of each individual.

Collaborate across departments to align operations with program goals and resident experience.

Residential Program Oversight Oversee 24 7 shelter including respite and emergency overnight and Transitional Housing, including onsite Rights of Passage ROP and offsite Maternal Pathways.

Ensure a safe, healthy sanctuary for all youth in CHNO programming.

Support implementation of case management, safety planning, housing support, and life skills programming.

Provide leadership, training, and support so services meet all relevant regulatory standards and respond effectively to challenges.

Ensure youth receive timely orientation, accurate information, and, where applicable, assignment to a Case Success Manager who coordinates with Social Workers and Clinical Services.

Conduct monthly case review meetings with Care Center and Transitional Housing Managers, Team Leaders, and Case Success Managers, and provide appropriate reports to Senior Leadership.

Develop and embed a quality assurance program across services, monitoring adherence to Covenant House service standards.

Oversee completion and approval of incident reports, including critical incidents, in line with Child Protection Policy and Procedures.

Ensure timely escalation of cases to the Department of Family and Childrens Services, Senior Leadership, and or the Site Child Protection Officer SCPO, as required.

Respond to and support the team during crises, modeling expected crisismanagement practices.

Ensure youth medication logs are consistently and accurately maintained in compliance with applicable policies and procedures.

Complete and submit all required daily, biweekly, monthly, quarterly, and annual reports as scheduled.

Engage regularly with youth forums such as Youth Advisory Council, meetings, programming to gather feedback on operations and services.

Plan and execute youth engagement activities and support groups.

Monitor and ensure accurate data entry and reporting in required systems, including Efforts to Outcomes, HMIS, and other city state federal systems.

Develop and maintain positive, strategic relationships with internal and external partners and stakeholders.

Strategic Planning and Program Development Contribute to organizational strategic planning related to youth homelessness services.

Identify service gaps and support new initiatives or program enhancements.

Use data and outcomes to drive program improvements.

Support program evaluation requirements.

Maintain professional and technical knowledge through trainings, publications, and participation in policy and procedure development.

Grant Compliance and Reporting Oversee compliance of all grantfunded programs, ensuring adherence to requirements, timelines, and regulations.

Participate in grant audits and site visits, providing documentation and responding to inquiries.

Maintain a clear understanding of grant…