Manager, Diversion Services

EVERYMIND INC•Rockville, MD

6d•Hybrid

About The Position

EveryMind is hiring a Manager, Diversion Services to join their Homeless and Housing Support Services team. This role is responsible for supporting the implementation and management of EveryMind’s Centralized Intake & Diversion team, which supports individuals and families navigating housing instability. The Manager is responsible for leading staff management, supervision, and development, and ensuring scope deliverables, outcomes, and requirements are met. As a member of EveryMind’s Management Team, the Manager is responsible for managing and responding to client and community needs and collaborating with internal and external leadership to deliver high-quality services.

Requirements

Master’s degree in social work, human services, or related field or bachelor’s degree with equivalent years of experience.
A minimum of 3 years of experience supervising and managing direct services staff required.
A minimum of 5 years working in human or social services, knowledge of case management practices required.
Knowledge of client populations required.
Knowledge or use of electronic record systems required.
Previous experience providing case management and staff training required.
Strong Personal Resilience and Mental Health: Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health.
Strong interpersonal skills and ability to engage with staff, management and leadership, and external partners.
Must be able to manage multiple tasks and priorities while working effectively as a team player.
Must have strong communication, coordination, and organizational skills.
Must be able to maintain confidentiality.
Strong computer skills with proficiency in Microsoft Office Suite, specifically in Excel and data management and gathering platforms.
Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including clients and family members or caretakers, interns, volunteers, paid staff, CEO, board members, and community partners.
Ability to express ideas with clarity, confidence, and sensitivity.
Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.
The employee must pass a criminal background check.
Certain job functions may require employee to pass a child sexual abuse and other criminal activity as well as a credit check.
All staff providing services to staff or clients, must be free of illegal drugs and abuse of alcohol, and must be fully able to always perform all required duties.
Due to the nature of the content that is handled in the program, anyone who has a history of trauma or suicidality could be at risk of being triggered or re-traumatized. This is especially true for people who have experienced these issues within the past 12 months and therefore we may not recommend this work if their experience is so recent.
Due to confidentiality and the amount of travel to client locations, the employee must possess a valid drivers license, reliable vehicle, and auto insurance.

Nice To Haves

Licensure preferred.
Preference given to supervisors who have managed remote teams or staff working across multiple locations.

Responsibilities

Ensure high-quality, compliant service delivery in the Centralized Intake & Diversion program by monitoring program performance, outcomes, and adherence to regulatory requirements.
Identify gaps and implement strategic improvements to meet or exceed program goals.
Provide leadership, coaching, and performance management to staff, fostering a culture of accountability, professional growth, and continuous learning.
Ensure staff receive ongoing training in key service areas (e.g., homeless prevention and intervention, harm reduction, motivational interviewing).
Lead recruitment and onboarding process for staff in collaboration with Human Resources.
Train, onboard, and supervise staff including monitoring of assigned tasks and client interactions and ensuring staff follow protocols, policies, and procedures.
Develop, implement, and maintain Standard Operating Procedures (SOPs), policies, and program guidelines to ensure consistency, compliance, and operational efficiency.
Regularly review and update processes to reflect best practices, regulatory changes, and organizational priorities.
Support execution of data collection, analysis, evaluation, and quality assurance and control measures (ex. chart audits).
Utilize metrics and analysis findings with leadership and staff to better meet client needs.
Propose solutions and improvements as needed.
Ensure documentation for direct services is completed according to contractual and funding requirements and program policies, ensuring timeliness and accuracy.
Support preparation and submission of department reporting requirements.
Communicate and collaborate with external partners including government staff, service providers, and others.
Attend and actively engage in meetings, share expertise, and bring back information to strengthen, adjust service delivery.
Serve as a subject matter expert, trainer, and administrator for eICM, HMIS and other tracking databases or platforms used.
Represent department in regular HMIS and other meetings as required.
Maintain knowledge and regular training around best practices in homeless prevention and intervention, housing supports, and knowledge of related populations.
May require meeting with local providers doing similar work in other parts of the country.
Provide coverage in the field, as needed, to support staff and active client caseloads, including but not limited to, client assessments and client visits in the community or in client’s home.
Other duties as assigned.
Directly supervises frontline staff as well as volunteers and interns as assigned or needed.