Director of Drop-in Support Services

ALI FORNEY CENTER•New York, NY

6d•$80,000 - $80,000•Onsite

About The Position

The Director of Support Services is responsible for the successful overall functioning of Ali’s Place Drop-In and Overnight Support Services in partnership with the Senior Director of Drop-In Programs. This position provides strategic and operational leadership to ensure safe, trauma-informed, youth-centered, and LGBTQ+ affirming services, with particular attention to creating welcoming and supportive environments for TGNC youth. The Director provides coaching and mentorship to support professional growth and accountability. This position also promotes LGBTQ+ cultural competency, affirming practices, and consistent adherence to AFC’s mission and Standards of Care while supporting effective crisis response, program operations, and client-centered service delivery.

Requirements

Must have a Bachelor's degree in Social Work, Human Services, Psychology, Public Administration, Nonprofit Management, or a related field.
Must have two (2) or more years of progressively responsible leadership experience in residential housing, supportive housing, shelter, transitional living, or youth-serving programs.
Must have two (2) or more years of supervisory experience leading managers, supervisors, or multidisciplinary teams.

Nice To Haves

Master's degree in Social Work, Public Administration, Human Services, or a related field.
Licensed Social Worker (LMSW/LCSW)
Experience leading residential housing programs or sites.
Experience implementing organizational change and quality improvement initiatives.
Experience with staff performance management, coaching, and employee development.
Experience working with youth experiencing homelessness and other vulnerable populations.
Experience managing programs funded by DYCD, HUD, OCFS, or similar government agencies preferred.
Experience serving LGBTQIA+ youth experiencing homelessness.
Bilingual (English/Spanish) preferred.

Responsibilities

Directly supervise Program Supervisors (Day & Overnight)
Directly supervise Support Services Specialists
Directly supervise Peer Navigators
Provide weekly supervision focused on leadership development, problem-solving and effective resident management
Support hiring decision for Program Supervisors and Youth Counselors
Identify performance concerns and implement supportive action plans
Build leadership capacity across programs
Oversee multiple housing programs to ensure alignment with AFC’s mission & standards of care
Monitor resident progression, engagement and discharge outcomes
Lead case conferencing with a focus on movement, barriers & exits
Oversee census management and coordinate placements in collaboration with Senior Director
Oversee the resident exits and graduations including the DYCD program appeal process
Ensure consistent implementation of programming models
Develop and refine support service protocols, optimizing operations for the welcome desk, reception, and community room.
Uphold and enforce safety protocols, fostering a secure environment for clients, staff, and visitors.
Respond promptly to client crises, manage conflict de-escalation, and address client grievances with appropriate follow-up
Provide high-level support during significant incidents, crises, or program disruptions
Ensure appropriate follow-up, documentation, and systemic response to crisis
Support complex resident situations (discharges, appeals, high-risk cases)
Work with the Senior Director to develop and refine policies and protocols that enhance service delivery.
Track and manage statistics relating to reporting requirements and submit reports to contract entities and supervisors.
Collaborating with the Operations team to ensure adequate inventory for clients and Drop In supplies
Collaborate with Intake and Outreach program to support new clients
Collaborate across programs to meet the needs of clients.
Attend weekly staff meetings, treatment meetings, and supervision.
Collaborate with Youth Advisory Board members to support and ensure that clients are centered.
Facilitate and lead programming to create a welcoming environment for clients
Contribute to program development and implementation of new initiatives
Analyze program data and trends to inform improvements
Support reporting needs in collaboration with Senior Director
Participate in a weekly and weekend on-call rotation to provide emergency support
Act as back-up for emergency coverage support as needed
Ability to work flexible hours, including weekends and holidays to support Program & Supervisors