Manager of Supportive Services (Th-Sun)

Aurora Housing Authority•Aurora, CO

6d•$75,000 - $76,500•Onsite

About The Position

The Manager of Supportive Services provides program leadership, direct service, and administrative oversight for Supportive Housing Services at Sanctuary on Potomac, a 43-unit Permanent Supportive Housing (PSH) community serving individuals exiting homelessness and individuals who are living with disabling conditions, including behavioral health and substance use challenges. This position supervises a supportive services team consisting of two Peer Support Specialists while maintaining direct involvement with residents through the provision of Medicaid-reimbursable supportive services, consultation on complex cases, crisis response, and housing stability activities. The Manager ensures the delivery of high-quality, trauma-informed, housing-focused, and recovery-oriented services that promote housing stability, wellness, and community integration. The position leads coordination among AHA Supportive Housing Services staff, Aurora Mental Health and Recovery personnel, property management, and community partners to support integrated service delivery, clear role definition, regulatory compliance, and positive resident outcomes.

Requirements

Master's degree in Social Work (MSW), Counseling, Psychology, Public Health, Human Services, or a related field required; Colorado licensure (LCSW, LSW, LPC, LAC or equivalent) required.
Minimum three (3) years of experience providing case management, supportive housing, behavioral health, homeless services, or related human services required.
Strong working knowledge of Medicaid billing regulations, documentation requirements, quality assurance processes and reimbursement methodologies.
Experience monitoring documentation quality, compliance standards, productivity expectations, and program outcomes.
Demonstrated knowledge of Permanent Supportive Housing (PSH), strengths based, trauma-informed care, recovery-oriented practices and service delivery.
Working knowledge of HIPAA, 42 CFR Part 2, confidentiality standards, information-sharing requirements, and applicable federal and state regulations governing behavioral health, substance use treatment, Medicaid services, and protected health information.
Strong skills in crisis intervention, conflict resolution, de-escalation, motivational interviewing, participant engagement, and cross-system collaboration.
Excellent organizational, time management, communication, leadership, and interpersonal skills with the ability to manage multiple priorities simultaneously.
Ability to work independently while leading a collaborative team-based service model.
Strong skills in engagement, communication, and relationship-building with diverse populations, including individuals with significant barriers to stability.

Nice To Haves

Minimum one (1) year of supervisory, team lead, or program coordination experience preferred.
Experience working with individuals experiencing homelessness, including those with moderate-to-high acuity needs, behavioral health conditions, substance use disorders, and complex trauma strongly preferred.
Demonstrated ability to supervise, coach, and develop multidisciplinary staff, peer support professionals

Responsibilities

Provide day-to-day supervision, coaching, performance management, and professional development to a multidisciplinary team consisting of two Peer Support Specialists.
Conduct regular individual supervision, case consultation, performance evaluations, and staff development activities to support high-quality service delivery and employee growth.
Foster a culture of accountability, strengths-based practice, trauma-informed care, resident-centered service delivery, continuous quality improvement, and professional excellence.
Utilize scheduled staffing overlap periods to facilitate team meetings, case consultations, service planning, documentation review, and communication regarding resident needs, housing stability concerns, and operational priorities.
Maintain a direct service caseload and provide resident engagement, care coordination, crisis response, housing stabilization support, and Medicaid-reimbursable services as necessary to address complex resident needs and ensure continuity of care.
Provide on-site consultation and guidance regarding complex resident situations, behavioral health concerns, crisis intervention, housing stabilization challenges, and service planning.
Conduct assessments, develop individualized service plans, coordinate care, and facilitate access to community resources and supportive services.
Support continuity of services during staff absences, vacancies, and periods of increased resident need.
Monitor documentation, billing practices, productivity standards, and service delivery to ensure compliance with Medicaid, agency, contractual, accreditation, and regulatory requirements.
Conduct routine documentation reviews, file audits, and quality assurance activities to ensure medical necessity, documentation quality, billing integrity, audit readiness, and program compliance.
Provide coaching, feedback, and corrective action related to documentation, billing practices, productivity expectations, and service delivery standards.
Implement quality improvement initiatives and corrective action plans when compliance, documentation, or billing deficiencies are identified.
Monitor program performance metrics, service utilization, resident engagement, housing retention outcomes, and other indicators to support program sustainability and continuous improvement.
Ensure resident records, protected health information, and service documentation are maintained in accordance with HIPAA, 42 CFR Part 2, Medicaid requirements, agency policies, and all applicable federal and state confidentiality laws and regulations.
Ensure staff maintain appropriate releases of information, protect confidential resident data, and adhere to privacy and information-sharing requirements.
Serve as the primary supportive services liaison with property management, Assisted Housing staff, Aurora Mental Health and Recovery personnel, and other key stakeholders.
Facilitate coordinated responses to resident concerns, behavioral health needs, lease compliance issues, crisis situations, and housing stabilization efforts while maintaining clear role delineation among partnering organizations.
Collaborate with internal and external partners to identify residents at risk of housing instability and develop proactive intervention strategies that support long-term housing retention and wellness.
Assist in the mediation and resolution of resident conflicts involving neighbors, property management, service providers, and other stakeholders.
Develop and maintain collaborative relationships with behavioral health providers, healthcare organizations, human services agencies, recovery organizations, and community partners.
Expand access to on-site services, resources, and supports through strategic partnerships and community engagement efforts.
Collaborate with the ECHO Resident Services team to coordinate supportive services with resident engagement, community-building, and life-skills programming initiatives while ensuring complementary service delivery and clear role definition.
Develop, implement, and maintain service delivery procedures, workflows, communication practices, and program protocols that support effective operations and service consistency.
Develop and communicate service coverage, escalation, and emergency response protocols to ensure coordinated responses to participant crises, safety concerns, housing instability, lease violations, behavioral health emergencies, and other urgent resident needs, including situations occurring outside normal business hours.
Support contract compliance, reporting requirements, audits, accreditation activities, leadership initiatives, and organizational quality improvement efforts.
Attend and participate in agency meetings, supervision, training, leadership meetings, community partner meetings, and other activities necessary to support program and organizational objectives.
Other duties as assigned.