Director of Supportive Services

Reports to: 
Chief Housing Officer
Position Hours: 
Full Time
Expected Schedule: 
37.5 per week; Weekdays
Please send cover letter and resume to:
Functional Definition: 

The Director of Supportive Services works under the direction of the Chief Housing Officer to provide day to day supervision and administrative support to a group of staff within the Housing Assistance Programs department. The goal of the Housing Assistance Program is to assist participants in transitioning from homelessness to permanent housing, preventing homelessness with diversion strategies (eviction prevention),gaining needed services, such as referrals to programs, assisting in applying for entitlements/income, and searching for affordable housing which affords them permanent housing and ends their episode of homelessness.


The Dir. of Supportive Services operates with a significant degree of independence and self-direction. The Dir. of Supportive Services will work collaboratively with the Director of Housing Assistance Programs and Chief Housing Officer to support the department in the areas of training, evidence-based best practices, data quality assurance, triaging and addressing issues with participants or landlords, and seeking assistance from the Director of HAP or CHO when needed. This position acts as a primary staff support to the department, working to resolve daily operational issues. The position is responsible for directly supervising the Housing Response Team, while providing additional supervision support with field visits/supervision and care coordination issues to the rest of the department, under the guidance of the Director of Housing Assistance Programs and Chief Housing Officer. The Housing Response Team consists of Emergency Shelter Programs, CYF Programs, and Community Support Programs.


CHS uses the Housing First and Harm Reduction service delivery models, assisting participants with housing as the immediate need without any pre-requisites to obtain safe, decent and affordable housing. We work with people to address any harmful behaviors after they obtain housing, on their terms, directed by their goals. Our work is guided by our five core values: Quality, Advocacy, Relevance, Respect and Equity. CHS empowers individuals and families to live in stable housing, connect to community resources, build relationships, and access quality food. The Director of Supportive Services will embody our core values and mission statement in their daily work with staff, participants and the community.

Full time employment benefits include; Health, Dental, Vision, Generous PTO and Holidays, Life Insurance/STD/LTD, and 401K match.

Responsibilities and Duties: 


Participant and Staff Support

·         Provide direct and immediate assistance to Housing Assistance Programs staff as it relates to identifying, problem-solving and addressing any issues relating to participant support and goal planning. The Dir. of Supportive Services will assist staff to respond to issues and involve the Director of HAP or CHO as appropriate.

·         Supervise team members providing direct service including field supervision.

·         Provide supervision and support to CSS II, CSS III, Operations Coordinator and other staff across the department.

·         Work collaboratively within the agency and with external organizations to identify, build and cultivate relationships that provide resources for staff and participants. Provide training on community resources to the department. 

·         Work with staff in all aspects of the department to identify and respond to service gaps to better respond to participant needs. This may include analyzing current service delivery and providing strategic recommendations to better serve the community.





·         Assist the Director of HAP and CHO in managing CYF and HAP contracts for the Housing Response Team programs.

·         Participates in routine budget monitoring and reporting with the Director of HAP and CHO.

·         Represents the department and agency at community and stakeholder meetings as needed.

·         Assumes leadership and responsibility in the absence of the Director of HAP and CHO as needed.

·         Generates statistical and written reports as requested and provides thoughtful recommendations to increase quality of service, driven by data and feedback from participants and staff.



·         Participate in scheduled CHS staff meetings and other related scheduled meetings.

·         Communicate with the CHS staff, other service providers and landlord/building management as needed and appropriate regarding participant issues. Work collaboratively with Housing Locators and staff to address participant concerns.

·         Maintain open communication and work cooperatively with other CHS staff to establish and fulfill overall agency and program goals and objectives.

·         Assist other Housing Assistance Program staff, both administrative and program, as needed, including providing case management coverage and facilitating team and program case conferences.

·         Consult with the Director of HAP and CHO on strategies to improve the effectiveness of the programs, given agency and program mission and working practices.



·         In collaboration with Director and CHO, train new staff and facilitate trainings for existing staff to enhance skills and knowledge, either individually or as a group.

·         Provide guidance and leadership to direct reports, and within the Housing Assistance Programs, including but not limited to training, case conference facilitation, and having an active role in team meetings.

·         Provide assistance to staff with crisis intervention and problem solving with program participants.

·         Work with Director of HAP and CHO to collect and report data, program outcomes, areas for improvement, staff development, and funder reports.

·         Attend weekly or monthly meetings with Director and CHO to address staffing, programming, funding, and best practices.


Skills and Training

·         Attend trainings to keep up with best practice service delivery models and philosophies

·         Train staff on agency philosophy, service delivery models, agency data and technology, and program regulations and protocols

·         Assist staff in identifying areas of growth, and supporting staff to reach their professional development goals.

·         Be the first point of contact to answer any questions regarding program rules, regulations, protocols and policies, and forward questions to the appropriate supervisor.


Minimum Qualifications: 
  1. Equivalent work, education and life experience typically gained with a Master's Degree and 5 years of experience in the social service field or 7 years of case management/service coordination experience.
  2. Three years of directly supervising staff required.
  3. Experience with helping people experiencing homelessness preferred.
  4. Must have experience working with other social/supportive services.
  5. Trained and ability to train others in harm reduction, trauma informed care, motivational interviewing, crisis management, data systems, and HUD McKinney-Vento program regulations.
  6. Previous experience in managing crisis situations while maintaining excellent judgment and a calm demeanor. 
  7. Excellent interpersonal and problem-solving skills in a fast-paced environment.
  8. Sensitivity towards individuals and families in need of program services, especially those with behavioral, mental and physical health barriers.
  9. Knowledge of drug and alcohol services is preferred.
  10. Excellent oral and written communication skills.
  11. Ability to set priorities and work autonomously
  12. Ability to maintain professional boundaries
  13. Ability to schedule and manage multiple job responsibilities efficiently and effectively.
  14. Must have reliable transportation.