For over 50 years, Covenant House New York (CHNY) has been a leader in providing a full continuum of shelter, transitional and permanent housing and wrap-around support services for vulnerable homeless, runaway and exploited youth. As the largest provider of runaway and homeless youth services in New York City, CHNY serves more than 1,500 youth and young adults ages 16-24 annually. Our doors are open to all young people who need help, regardless of their race, religion, sexual orientation, gender identity or expression. We provide shelter, housing, education, employment, health, mental health and other services using harm reduction and trauma-informed principles. We also advocate for systemic change through public policy while promoting awareness of critical issues related to youth homelessness. Covenant House New York’s goal is to help each young person find safety and refuge from the dangers of living on the streets and to empower youth now and into the future. We do this through compassion, unconditional love and absolute respect. 

Reporting to, and working closely with, the Program Coordinator, the Direct Service Manager is responsible for the development of the Resident Advisors and leading their day-to-day tasks at Covenant House New York’s residential programs. The incumbent will have supervisory responsibilities, as well as additional administrative responsibilities at the residential sites located in Manhattan and The Bronx. The incumbent will take a lead role in shepherding the professional development of staff, and ensuring policies and procedures are being followed.  The Direct Service Manager must be highly organized, a proactive problem solver, and a demonstrated leader, and will play a key role in working with the Program Coordinator and Senior Director of Shelter to develop an energized culture and 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.

 

DUTIES AND RESPONSIBILITIES

 (Responsibilities to include but not limited to the following)

 

Demonstrates leadership qualities through modeling the Mission, Vision and five Principles. 

Prioritizes values and practices that keep the community motivated and creates 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 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 that emphasize resiliency, strength based youth development, and trauma informed care. 

Obtain certifications for programs to correlate with funding requirements or program operation.

Appropriately and clearly express expectations to the team.

Oversee monitoring and accountability of residential programs staff. 

Responds and assist team during crises situations; modeling expectations for staff in how to manage crisis situations

Participates in Shift Transition daily. 

Collaboratively creates and maintains a safe and healthy sanctuary for all youth in the program. 

Utilize and model de-escalation and crisis management skills to assess and diffuse volatile situations. 

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 on-going 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 both 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 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 upholds CHNY’s mission, vision and principles, standards of conduct, policies and procedures. 

Provides direct care services as needed.

Perform other site specific duties as assigned and needed

 

SUPERVISORY DUTIES

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 trainings.

Writes and conducts probation performance reviews of new Resident Advisors and their formal written annual performance reviews.

Ensures that appropriate follow up on incident reports are completed and submitted.

Ensures internal audits of the physical plant are completed with the Program Coordinator and Compliance team.