Direct Service Manager

About this position

About Covenant House New York

For over 50 years, Covenant House New York (CHNY) has been at the forefront of transforming lives by providing comprehensive shelter, housing, and wrap‑around support services for vulnerable homeless, runaway, and exploited youth. As the largest provider in New York City, CHNY impacts the lives of more than 1,500 young people aged 16‑24 each year. CHNY welcomes all youth regardless of race, religion, sexual orientation, gender identity, or expression and offers services including shelter, housing, education, employment, health, mental health, youth development, and anti‑human trafficking initiatives.

CHNY is committed to harm reduction, trauma‑informed care, systemic advocacy, and public policy influence, working to create a safe refuge and empower young people toward a brighter future founded on compassion, unconditional love, and absolute respect.

Join a team that inspires long‑term transformation and hope.

About the role

The Direct Service Manager reports to the Program Coordinator and oversees Resident Advisors in CHNY’s residential programs located in Manhattan and The Bronx. This role includes supervisory, administrative, and program‑development responsibilities, ensuring policies, procedures, and staffing best practices are followed. The position requires full‑time coverage of five days per week, including Saturdays or Sundays, and on‑call availability during emergencies.

• Lead and inspire a team of Resident Advisors by modeling CHNY’s mission, vision, and core principles.
• Plan, schedule, and supervise staff; conduct regular, meaningful supervision, performance appraisals, and team meetings.
• Ensure residents receive high‑quality care, including case reviews, case planning, and individualized service plans.
• Maintain program operations, monitor compliance, and implement crisis‑management and de‑escalation strategies.
• Organize and document incident reports, clinical documentation, and financial reporting.
• Collaborate with Program Coordinators and the Senior Director of Shelter to foster a vibrant, mission‑driven culture.
• Provide coaching, workplace guidance, and professional development to Resident Advisors.
• Assume the role of Shift Leader at the 41st Street site and Point Person for Bronx locations.
• Coordinate onboarding of new Resident Advisors and outreach to external stakeholders.
• Represent CHNY at events, maintain a positive social media presence, and uphold all CHNY policies and procedures.
• Assist with managing program contracts, grants, and performance metrics.
• Ensure program staff coverage during shifts and address scheduling gaps or emergencies.
• Participate in Shift Transition and daily hand‑off meetings.
• Support program evaluation efforts through data collection, analysis, and reporting.
• Maintain and update certifications necessary for program funding and operations.

• Provide coaching and performance support to Resident Advisors.
• Oversee the hiring, onboarding, and training of direct‑care staff.
• Conduct weekly supervision sessions and annual performance reviews.
• Manage incident reporting, follow‑up, and compliance audits.

• Bachelor’s degree in Social Work, Psychology, or a related field (preferred).
• Minimum of three years of experience working with diverse, and especially homeless, youth populations.
• Experience with evidence‑based and strength‑based youth development, trauma‑informed care, and data‑driven program improvement.
• Demonstrated supervisory experience and the ability to coach staff toward professional growth.
• Strong organizational skills, ability to manage multiple projects simultaneously, and proficiency with performance dashboards.
• Excellent verbal and written communication skills; advanced leadership and management capabilities.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint) and other relevant information systems.
• Flexible schedule to work evenings, weekends, and holidays; on‑call availability.
• Prior knowledge of human service delivery systems, residential care, and youth resources.

• Medical, Vision, and Dental coverage.
• Life & Supplemental Life Insurance.
• Short‑ and Long‑term Disability…