Title: Family Support Director Location: Bronx, NY FLSA Status: Exempt Department: Transitional Housing Reports to: Director Positions reporting to this position: Supervisory Responsibility: Family Support Manager Salary: 65,000 - $70,000 About Win Win is a leading provider of shelter, supportive housing, and innovative programs for families with children experiencing homelessness, in New York City. Our equity-driven Way to Win model takes a multifaceted approach to overcoming barriers to stable housing by offering essential services, including childcare, employment support, legal aid, high-impact youth programs, and housing assistance. We are seeking dedicated individuals who share our mission to end homelessness and provide families with the innovative support they need to secure permanent housing. Purpose of the Opportunity We are seeking a compassionate, empathetic, and genuine social service leader who has a passion for helping others. In this role of Family Support Director, you will have the opportunity to collaborate with team members and other program leaders to ensure the provision of quality and effective services to homeless families that reflect best practices in the field. This candidate will provide and ensure the delivery of quality services to all clients through direct supervision of Family Support Managers and Family Support Specialists. Key accountabilities in this role include incident reporting, program management, performance management and quality improvement. The Family Support Director will provide flexibility in working some evenings and holidays and is considered an integral part of a multidisciplinary team who are committed to meeting the needs of our families. Key Accountabilities Incident Reporting + Work closely with security staff to ensure a safe environment including coordinating the response and documentation of all incidents. + Support Operations Staff in managing incidents and proper documentation of incidents as followed by the incident reporting guidelines. + Ensure accuracy of the nightly roster and census for all families. + Manage own time effectively and coordinate program activities to maximize time of direct reporting staff. + Monitor clients’ progress weekly. + Ensure that Incident Report critical binder is following DHS/OTDA standards. + Confirm operations staff perform wellness checks on high-risk families, including those with ACS involvement and children under the age of 2 years old. + Assist the Family Support Specialists in serving as liaisons with any ACS/preventive workers that come onsite after normal business hours. + Adhere to all safety plans for clients; deescalates clients and collaboratively manages crisis situations as they arise. + Ensure all required data metrics are always complete, accurate and current. Program Management + Ensure that all reports are submitted accurately and in a timely manner. + Facilitate weekly meetings with social service staff to address client issues and progress. + Ensure adherence to all requisite regulations and WIN/DHS policies and procedures. + Function as a liaison with other department directors. + Provide crisis intervention and stabilization as needed. + Plan and organize program activities to maximize program contract’s goals and performance targets. Performance Management + Provide staff with tools and skills to provide program services. + Motivate, coach and counsel direct reporting staff to succeed. + Improve teamwork among direct reporting staff as well as among peers. + Work with direct report staff in collaboration with multi-disciplinary team to improve work performance through client feedback, training, and other appropriate mechanisms. + Overcome resistance to change from clients, direct reporting staff, and supervisors/funders. + Administer constructive discipline to direct reporting staff, as needed. + Document unsatisfactory staff performance upon occurrence. Quality Improvement + Commit to using evidence-based practices (EBP); Motivational Interviewing (MI), Trauma-Informed Care (TIC), critical time intervention, and boundary setting, to help clients achieve their goals. + Provide and ensure delivery of quality services to all clients through direct supervision of Family Support Managers and Family Support Specialists. + Ensures that Family Support Manager is assisting in appropriately identifying the needs of the clients, provide appropriate referrals and implement evidence-based practices to assist clients in achieving set goals. + Ensure appropriate documentation of all interactions with the clients. + Function as the point person with subcontractors and/or service providers including, but not limited to, medical providers, mental health providers, substance abuse providers and employment services providers, in the absence of the Program Director. + Identify changing program needs and program gaps and develop new services, service directions, and/or programs to meet client needs. + Troubleshoot client and direct reporting staff program problems and make decisions in accordance with program policies, procedures, and protocols. + Performs other duties as requested. Essential Functions: + Must be able to ascend/descend stairs in the assigned buildings. + Must be able to escort clients to appointments as needed including apartment viewings. + Must have proficient written and verbal communication skills. Required Qualifications: + Commitment to Win’s mission, vision, and values. + Bachelor’s degree with at least 2 years social service experience. + Ability to occasionally work on weekends and holidays. + Experience working in the field of social services, supportive housing, or emergency shelter. + Strong people skills and the ability to build rapport with diverse populations. + Ability to work independently and as part of a team in a challenging environment. + Experience using the computer to document and report. + Strong writing, communication, and organizational skills. + Compassion, empathy, and a genuine desire to help others. Preferred Qualifications: + Master’s degree in social service. + Security License, Fire Safety Licensing (F80/F02) and Food Handler’s Permit. + Bilingual – English/Spanish proficiency a plus. Core Competencies: + Leading Others: Demonstrates flexibility, adaptability, and initiative. Engages others to achieve. high standards. + Facilitating Change: Supports critical large-scale changes. Develops and meets challenging but achievable goals. + Managing Performance: Monitors performance against standards and shares expectations clearly. Gives feedback in writing and verbally, documents performance concerns. + Applying and Developing Expertise: Encourages acquisition of knowledge and skills. Applies technical knowledge to solve problems quickly and effectively. Must pay attention to details. + Communicating and Collaborating: Works collaboratively. Relies on and supports others to achieve results. Uses effective verbal and written communication with appropriate tone. WIN’S DIVERSITY, EQUITY & INCLUSION HIRING COMMITMENT Our most effective service to our community comes from a diverse mix of minds, backgrounds, and experience. As a result, we are committed to cultivating an inclusive work environment. Win actively seeks a diverse applicant pool and encourages candidates of all backgrounds to apply. We provide equal opportunities to all employees and applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability, veteran status or any other protected category under federal, state and local law.