Director of Program Operations

Job Title: Director of Program Operations

Reporting to: Senior Director of Programs

Status: Full-time;
Exempt

The Partnership To End Homelessness (The Partnership) is a homelessness prevention organization.

Our values – compassion, inclusion, integrity, professionalism and social justice – steer our strategy and operations to achieve our mission of ending homelessness by preventing it.

The Partnership’s upstream intervention model combines housing and crisis services with mental health and well-being programming to prevent people from losing their homes. Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual orientation who are at risk of, experiencing or recovering from homelessness.

At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law.

The Director of Program Operations is responsible for overseeing the delivery and effectiveness of the organization’s direct service programs. Reporting to the Senior Director of Programs, this role leads the Housing and Crisis Assistance and Health and Wellbeing programs and oversees the implementation of the organization’s client-centered upstream eviction prevention model in alignment with its mission, values, and strategic objectives. The ideal candidate is a strong leader who is solutions driven, client centered and skilled at managing teams and navigating complex housing situations.

This role will play a critical part in strengthening triage and service delivery systems to ensure clients receive timely, coordinated and effective support throughout their housing crisis.

• Responsible for day-to-day team management and coordination in a fast-paced and multiple deadline environment, ensuring a client-first approach, streamlined and efficient processes and up-to-date team knowledge of housing programs/vouchers, housing court processes, benefits and the shelter system;
• Oversee program operations to improve how clients move through services and support staff in navigating the complexity of the city’s housing and eviction prevention system;
• Streamline and oversee processes for client triage and assessment, case conferencing and assignment, development of crisis resolution housing plan to resolve housing crises and referrals to government and charitable assistance, including the use of internal financial support;
• Using internal data and field-informed best practices, strengthen our triage and case conferencing system and approaches, ensuring these functions are being performed by experienced and well-rounded team members;
• Develop, implement and provide ongoing quality control to ensure service models and practices – including triage, assessment, crisis resolution and intensive case management – are trauma-informed, client-centered and equity-focused;
• Create and oversee system for ensuring all program staff receive trainings and professional development opportunities that expand their knowledge of the housing court process, including eviction proceedings, tenant rights and legal timelines;
• Provide clinical oversight and expertise to staff, ensuring service delivery aligns with best practices in mental health, housing stability and eviction prevention;
• Intervene in challenging situations when mediation with property owners, advocacy with HRA or external providers, or internal coordination is needed to advance timely case resolution;
• Develop and maintain strong partnerships with community-based organizations, housing providers, legal services and healthcare providers to strengthen referral networks and resources for clients;
• Ensure accurate and readily available program data and client documentation;
• Oversee the program database procedures; track, analyze and produce data for weekly and monthly reports…