Assistant Director for Individual Shelter Programs & Outreach

CHD Careers•Springfield, MA

1d•Hybrid

About The Position

The Assistant Director for Individual Shelter Programs & Outreach is a key leadership role within the Diversion, Shelter, & Housing Division (DSH) at the Center for Human Development (CHD). This position reports directly to the Senior Division Director and is part of the Senior Leadership Team. The role involves overseeing operations, staff supervision, care management, and contract compliance for various programs including adult shelter, low-threshold housing, triage/diversion, permanent supportive housing, rapid supportive housing, and street outreach programs. The Assistant Director will guide Program Managers and Supervisors to achieve program goals and outcomes, championing evidence-based best practices such as Housing First principles, harm reduction, person-centered approaches, and trauma-informed care, all while fostering a supportive and accountable team environment.

Requirements

Bachelor’s degree in Human Services or a related field preferred, and/or 3+ years of supervisory experience in shelter, housing, or human services operations.
Extensive experience in secure or residential settings required.
Deep knowledge of behavioral dynamics, trauma-informed care, harm reduction, and Housing First models.
Valid driver's license and a reliable vehicle available for work use.
Demonstrated ability to lead effectively during crisis situations, manage progressive disciplinary procedures, and foster a team-oriented environment.
Exceptional crisis management and de-escalation skills; performs well under pressure and manages long-term professional stress effectively.
Shows patience, care, and compassion while maintaining clear boundaries, professional standards, and accountability.
Open, direct interpersonal style with strong leadership capabilities and a commitment to teamwork.

Responsibilities

Oversee contract obligations, daily operations, and service delivery across all assigned individual shelter, housing, and outreach programs.
Ensure adherence to funder policies, DSH guidelines, and agency standards.
Provide regular direct supervision and guidance to Program Managers and Supervisors.
Ensure team leaders hold mandatory, documented staff and resident house meetings.
Conduct onboarding, training coordination, and performance management in partnership with HR and Senior Leadership.
Respond immediately to resident crises, unusual incidents, or security concerns.
Lead de-escalation efforts, oversee risk protocols, and direct day-to-day emergency management.
Serve as the formal point of contact for resident complaints and hearings and conduct internal program investigations as assigned by Division Leadership or Organizational Excellence.
Strengthen relationships with external community resources, stakeholders, and funding bodies.
Represent the program formally and step in on behalf of the Program Director during absences.
Coordinate case conferencing, maintain accurate records, monitor staffing schedules for 100% program coverage, and assist with division-wide training plans.