Director of Program Operations

The Partnership To End Homelessness • New York, NY

1d • Hybrid

About The Position

The Director of Program Operations is responsible for overseeing the delivery and effectiveness of the organization’s direct service programs. Reporting to the Senior Director of Programs, this role leads the Housing and Crisis Assistance and Health and Wellbeing programs and oversees the implementation of the organization’s client-centered upstream eviction prevention model in alignment with its mission, values, and strategic objectives. The ideal candidate is a strong leader who is solutions driven, client centered and skilled at managing teams and navigating complex housing situations. This role will play a critical part in strengthening triage and service delivery systems to ensure clients receive timely, coordinated and effective support throughout their housing crisis.

Requirements

• Master’s Degree in Social Work (MSW) required; clinical licensure (LCSW) strongly preferred
• 7+ years of progressive experience in social services, with at least 5 years in a supervisory role
• Experience with housing programs, eviction prevention, crisis intervention and homelessness services
• Strong understanding of trauma-informed care and the intersection of mental health, housing instability and systemic inequities
• Ability to lead multidisciplinary teams, set and achieve program goals and manage complex service delivery systems
• Excellent project management, organizational and problem-solving skills, with the ability to manage multiple priorities and meet deadlines
• Experience using data to inform programmatic recommendations and decision-making
• Strong partnership-building skills and experience working with diverse stakeholders across community, government and healthcare sectors
• Demonstrated ability and experience working with diverse teams and stakeholders and commitment to fostering diversity, equity, inclusion and belonging in a multicultural environment
• Excellent writing and verbal communication skills; bi-lingual in English/Spanish a plus
• Demonstrated proficiency in MS Office software and CRM systems

Responsibilities

• Responsible for day-to-day team management and coordination in a fast-paced and multiple deadline environment, ensuring a client-first approach, streamlined and efficient processes and up-to-date team knowledge of housing programs/vouchers, housing court processes, benefits and the shelter system.
• Oversee program operations to improve how clients move through services and support staff in navigating the complexity of the city’s housing and eviction prevention system.
• Streamline and oversee processes for client triage and assessment, case conferencing and assignment, development of crisis resolution housing plan to resolve housing crises and referrals to government and charitable assistance, including the use of internal financial support.
• Using internal data and field-informed best practices, strengthen our triage and case conferencing system and approaches, ensuring these functions are being performed by experienced and well-rounded team members.
• Develop, implement and provide ongoing quality control to ensure service models and practices – including triage, assessment, crisis resolution and intensive case management – are trauma-informed, client-centered and equity-focused.
• Create and oversee system for ensuring all program staff receive trainings and professional development opportunities that expand their knowledge of the housing court process, including eviction proceedings, tenant rights and legal timelines.
• Provide clinical oversight and expertise to staff, ensuring service delivery aligns with best practices in mental health, housing stability and eviction prevention.
• Intervene in challenging situations when mediation with property owners, advocacy with HRA or external providers, or internal coordination is needed to advance timely case resolution.
• Develop and maintain strong partnerships with community-based organizations, housing providers, legal services and healthcare providers to strengthen referral networks and resources for clients.
• Ensure accurate and readily available program data and client documentation.
• Oversee the program database procedures; track, analyze and produce data for weekly and monthly reports on activities, outcomes, service delivery metrics and emerging trends; and, guarantee accurate and timely reporting processes for grants, including management of government grant portals.
• Represent the organization in community forums, coalitions and public engagements and contribute to policy and advocacy efforts related to eviction prevention and housing stability.
• Hire, train and supervise program staff and interns (3-5) ensuring a team that thrives on solving homelessness differently, being accountable, providing high-quality client service and presenting timely and accurate reports for internal operations, grants, communications and development.
• Cultivate an environment where staff actively integrate new knowledge and strategies into case planning, client advocacy, and their work overall.
• Work across departments and initiatives, including programs, external relations, finance and operations, to advance the objectives outlined in the organizational strategic plan.
• Other duties as assigned.

Benefits

• $120K salary
• generous PTO
• employer coverage of 100% of employee health insurance premiums (medical, dental, vision)
• disability
• life insurance
• transit
• 401K with employer contribution
• A seasonal 4-day work week

What This Job Offers

• Job Type: Full-time
• Career Level: Director