Director of Support Services

CESC Inc. - The Kearney Center•Tallahassee, FL

About The Position

The Director of Support Services is responsible for leading the coordination and daily execution of client-facing support functions, including Intake, Outreach, Case Management, and HMIS. This role exists to translate organizational priorities into clear operational plans, strengthen systems and processes across these departments, hold department leaders accountable, and ensure frontline teams have the direction and support needed to serve clients well. The Director of Support Services oversees the alignment of people, workflows, documentation, and service delivery across the client support continuum, from first contact through case planning and outcome tracking. The Director of Support Services plays a critical role in creating a well-run, mission-driven organization where clients experience a coordinated path through services, staff understand expectations, department leaders are supported, and gaps between departments are identified and closed proactively. Winning in this role means clients at The Kearney Center experience a smooth, coordinated path through Intake, Outreach, Case Management, and HMIS, while department leaders and frontline teams receive clear direction, accountability, and support. A successful Director of Support Services leads through managers and supervisors rather than personally owning every daily task. They establish clear expectations, monitor performance, strengthen communication between departments, resolve gaps or hand-off breakdowns, and ensure documentation and case practices are followed consistently across the client support continuum. They remain organized, proactive, emotionally regulated, and solution-oriented while balancing client care, employee support, data integrity, and service coordination. Success in this role is measured by client flow consistency, department performance, leadership accountability, communication quality between support functions, HMIS and documentation compliance, and the ability to turn organizational priorities into reliable daily execution across Intake, Outreach, Case Management, and HMIS.

Requirements

Leadership experience, particularly leading through managers and supervisors.
Ability to establish clear expectations.
Ability to monitor performance.
Ability to strengthen communication between departments.
Ability to resolve gaps or hand-off breakdowns.
Ability to ensure documentation and case practices are followed consistently.
Organizational skills.
Proactive approach.
Emotional regulation.
Solution-oriented mindset.
Ability to balance client care, employee support, data integrity, and service coordination.
Understanding of client flow consistency.
Understanding of department performance metrics.
Understanding of leadership accountability.
Understanding of communication quality between support functions.
Understanding of HMIS and documentation compliance.

Responsibilities

Lead the coordination and daily execution of client-facing support functions, including Intake, Outreach, Case Management, and HMIS.
Translate organizational priorities into clear operational plans.
Strengthen systems and processes across the Intake, Outreach, Case Management, and HMIS departments.
Hold department leaders accountable.
Ensure frontline teams have the direction and support needed to serve clients well.
Oversee the alignment of people, workflows, documentation, and service delivery across the client support continuum.
Establish clear expectations for managers and supervisors.
Monitor performance of departments and teams.
Strengthen communication between departments.
Resolve gaps or hand-off breakdowns in service delivery.
Ensure documentation and case practices are followed consistently.
Remain organized, proactive, emotionally regulated, and solution-oriented.
Balance client care, employee support, data integrity, and service coordination.
Turn organizational priorities into reliable daily execution across Intake, Outreach, Case Management, and HMIS.