CARE CENTER MANAGER

COVENANT HOUSE NEW ORLEANS•New Orleans, LA

7d•$47,500 - $55,500•Onsite

About The Position

The Care Center Manager provides leadership oversight and daily management of the Care Center shelter operations at Covenant House New Orleans (CHNO). This role ensures that all services are delivered with dignity, respect, and alignment to CHNO mission principles and core values. The Care Center Manager is responsible for the safe, consistent, and high-quality delivery of 24/7 residential shelter services for youth experiencing homelessness. The Care Center Manager serves as the primary supervisor of the frontline care center shift supervision team and as a secondary supervisor for the youth engagement specialist team, and ensures effective operations of shelter programming including intake, crisis response, case coordination, youth engagement, and daily operations management. This role supports the Director of Residential Services by implementing program standards, maintaining compliance, and ensuring the Care Center operates as a safe, structured, and trauma-informed environment that promotes youth stability, wellbeing, and progression toward housing outcomes. The position requires strong leadership in a fast-paced environment and the ability to manage staff supporting youth with complex needs, including trauma, mental health, substance use, and housing instability. The Care Center Manager serves as a key operational leader and culture carrier, ensuring accountability, responsiveness, and consistency in daily practice.

Requirements

Bachelors degree in Social Work, Public Health, Psychology, Counseling, Nonprofit Management, Human Services, Education or related field.
Three years or 90 credits of college completed AND 8 years of experience in related field required OR Associates degree or 60 hours of college completed AND 10 years of experience in related field required OR One year or 30 credits of college completed AND 12 years of experience in related field required OR Fifteen years of experience in related field required
Minimum five years of progressive experience working with homeless and/or youth populations, preferably in residential settings.
Minimum two years of supervisory experience, including direct supervision and evaluation of staff.
Deep knowledge of trauma-informed care and best practices with youth experiencing homelessness.
Experience in staff supervision, training, onboarding, and professional development.
Strong knowledge of trauma-informed care and youth development practices.
Experience in crisis intervention, conflict resolution, and de-escalation.
Experience managing staff schedules, operations, and program implementation.
Strong organizational, communication, and leadership skills in a fast-paced environment.
Experience with data systems, including HMIS, ETO, or similar platforms.
Ability to work flexible hours, including evenings, weekends, and on-call responsibilities.
Strong documentation and computer skills, including Microsoft Office.
Ability to work independently and collaboratively in a team environment.
Knowledge of community resources, housing first principles, and best practices in youth homelessness services.
Availability for after-hours emergencies and occasional weekend on-call rotations.
Strong documentation skills and proficiency in electronic data systems and Microsoft Office Suite.
Excellent written, verbal, and presentation skills with the ability to communicate complex information clearly.
Ability to collaborate across departments and lead with accountability and care.
Valid Louisiana driver's license with a clean driving record.

Nice To Haves

Masters preferred.
Trauma informed Care Certification.
CPR First Aid Certification or ability to obtain.
Nonviolent Crisis Intervention (CPI) or equivalent.
HMIS or related data system training.
Leadership or Management Certification.
OSHA Safety training.

Responsibilities

Model accountability by setting clear expectations, supporting staff performance, and ensuring decisions prioritize the safety and wellbeing of youth and staff.
Lead with visibility and presence in the Care Center through active engagement, coaching, and support of staff on all shifts.
Promote a culture of dignity and respect in all interactions with youth, staff, and partners.
Reinforce trauma-informed, youth-centered practices in daily operations and decision-making.
Support a positive team culture through clear communication, consistency, and recognition of staff contributions.
Collaborate across departments to align operations with program goals and resident experience.
Manage the day-to-day operations of the Care Center shelter, ensuring 24/7 coverage, safety, and service delivery.
Ensure that all shelter activities are implemented in accordance with CHNO policies, procedures, and service standards.
Oversee youth intake, orientation, and bed assignments, ensuring timely access to services and clear expectations.
Ensure a safe, clean, and structured environment for all residents and staff.
Monitor daily shelter routines, including meals, activities, curfews, and engagement programming.
Provide direct support and oversight during crises, incidents, and critical situations, ensuring appropriate response and documentation.
Oversee incident reporting and ensure timely escalation to the Director of Residential Services and leadership as needed.
Ensure proper medication storage, logs, and supervision in compliance with policy and procedures.
Coordinate with Facilities and Security teams to maintain safety, security, and physical plant standards.
Complete and submit all required daily, bi-weekly, monthly, quarterly, and annual reports as scheduled.
Engage regularly with youth forums, such as Youth Advisory Council meetings and programming, to gather feedback on operations and services.
Plan and execute youth engagement activities and support groups.
Ensure adherence to all safety policies, emergency procedures, and crisis response protocols.
Provide leadership during emergencies and critical incidents, ensuring staff follow established procedures.
Participate in safety audits, drills, and preparedness planning.
Maintain a calm, organized response in high-stress situations and model expected behavior for staff.
Monitor and ensure accurate data entry and reporting in required systems, including Efforts to Outcomes (HMIS) and other city, state, federal systems.
Develop and maintain positive, strategic relationships with internal and external partners and stakeholders.
Supervise, coach, and support direct service staff, including scheduling, coverage, and performance management.
Ensure staff are trained in policies, documentation, safety protocols, and trauma-informed care.
Conduct regular team meetings, shift check-ins, and performance evaluations.
Provide real-time coaching, feedback, and corrective action as needed.
Partner with People and Culture on hiring, onboarding, and staff development.
Maintain staffing schedules to ensure adequate coverage across all shifts and respond to call-offs or gaps.
Ensure youth receive consistent, high-quality services, including crisis intervention, engagement, and support.
Support coordination with Case Managers, Social Workers, and Clinical teams to ensure continuity of care.
Monitor youth engagement, participation, and overall experience within the Care Center.
Support life skills programming, groups, and structured activities that promote stability and independence.
Ensure appropriate boundaries, conflict resolution, and de-escalation practices are consistently implemented.
Support the Director of Residential Services in ensuring staff understand and are proficient in CHNO's Program Model and trauma-informed, holistic, youth-centered care.
Support training on core program components, including case management, youth empowerment, conflict resolution, and engagement techniques.
Support consistent integration of the program model into daily practice and ensure staff confidence in applying it.
Monitor data entry and reporting in systems such as ETO, HMIS, and internal tracking tools.
Maintain compliance with all regulatory, licensing, and grant requirements.
Support audits, reporting requirements, and quality assurance reviews.
Track program performance indicators and provide updates to the Director of Residential Services.
Actively contribute to departmental, cross-departmental leadership, and all-staff meetings to ensure clear communication and follow-through on priorities.
Collaborate with all CHNO teams to align operational systems.
Engage constructively with community partners, vendors, contractors, public agencies, and neighborhood stakeholders.
Promote a culture of mutual respect and teamwork among staff.