Direct Service Manager

Join a Legacy of Hope and Empowerment at 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 of these essential services in New York City, CHNY impacts the lives of over 1,500 young people aged 16-24 every year.

At CHNY, our doors are open to all young people in need, regardless of race, religion, sexual orientation, gender identity, and expression. Our dedicated team offers various services, including shelter, housing, education, employment, health, mental health support, youth development, and anti-human trafficking initiatives. We operate with harm reduction and trauma-informed principles to ensure the best care for our youth.

But our mission goes beyond immediate support. We are passionate advocates for systemic change, influencing public policy, and raising awareness of the critical issues surrounding youth homelessness. Our ultimate goal is to provide a safe refuge and empower young people to build a brighter future founded on compassion, unconditional love, and absolute respect.

Join us in making a difference in the lives of countless young people. Join a team that inspires long-term transformation and hope.

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.

This position requires a workweek of five (5) days, including Saturday or Sunday.

• 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…