Direct Service Manager​/Evening

About the role

Reporting to and working closely with the Program Coordinator, the Direct Service Manager is responsible for developing the Resident Advisors and leading their day-to-day tasks at Covenant House New York’s residential programs. The incumbent will have supervisory responsibilities and additional administrative responsibilities at the residential sites in Manhattan and The Bronx. The incumbent will lead in shepherding staff's professional development and ensuring policies and procedures are being followed.

The Direct Service Manager must be highly organized, a proactive problem solver, and a demonstrated leader. They will play a key role in working with the Program Coordinator and Senior Director of Shelter to develop an energized culture. They will build and lead a team that will successfully achieve meaningful results for the young people we serve.

(Responsibilities to include but not limited to the following)

• Demonstrates leadership qualities 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 regular and meaningful supervision, schedules, appraisals, team meetings, and case conferences.
• Must have an understanding of day to day workings of the program, Case Reviews, Case Planning, and ISP.
• Conducts team meetings monthly to review program operations.
• Participates in case review with Case Managers.
• Possesses expert knowledge and experience working directly with young people through approaches emphasizing resiliency, strength-based youth development, and trauma-informed care.
• Obtain certifications for programs to correlate with funding requirements or program operations.
• Appropriately and clearly express expectations to the team.
• Oversee monitoring and accountability of residential programs staff.
• Respond and assist the team during crises situations; modeling expectations for staff in how to manage crises.
• Participates in Shift Transition daily.
• Collaboratively creates and maintains a safe and healthy sanctuary for all youth in the program.
• To assess and diffuse volatile situations, utilize and model de-escalation and crisis management skills.
• Ensures integration and coordination between program efforts to maximize positive results within and between program areas.
• 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 informed decision-making and developing performance strategies.
• Assists in managing and monitoring the progress and performance of all program contracts and grants.
• Overall flexibility in work schedule to be present for youth and staff at key times, including weekends, evenings, and holidays.
• Must have on-call availability.
• Must be willing to work in an environment where precautions for communicative diseases and health concerns may need to be observed and followed.
• Ensure adequate coverage for all operating shifts.
• Represent the program at planned events.
• Coordinates onboarding of all new Resident Advisors.
• Openness to grow and learn.
• Must serve as Shift Leader (at 41st Street) and the Point Person (in The Bronx sites).
• Always reflects CHNY’s values and principles on social media.
• Always uphold CHNY’s mission, vision, principles, standards of conduct, policies, and procedures.
• Provides direct care services as needed.
• Perform other site-specific duties as assigned and needed.

• Supervises and provides coaching and support to assist Resident Advisors to grow professionally within their roles and assists the 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 of new Resident Advisors and their formal written annual performance reviews.
• En…