Program Assistant Director

CENTER FOR WOMEN AND FAMILIES INC•Louisville, KY

64d•Onsite

About The Position

The Program Assistant Director, Emergency Services, supports the overall management of all Emergency Shelter and Crisis Response programs (24-hour Hotline/Call Center and Hospital Advocacy), with a primary focus on the day – to-day operations of Crisis Response and Emergency Shelter (which includes compliance, Staff training, and professional development). This role ensures that: Policies and protocols are followed Staff are well-trained and supported Services are rendered in a trauma-informed manner and Client-centered Compliance with all regulatory and funding requirements. The Program Assistant Director is responsible for program compliance, documentation, audit preparation, monitoring grant and regulatory requirements, and leading Staff training and development initiatives. This position collaborates with Program Leadership and Human Resources to ensure Emergency Services Staff are equipped with the necessary skills, knowledge, and support to deliver high-quality, trauma-informed care.

Requirements

Bachelor's degree required
Must maintain at least 16 hours of continuing education annually, including 6 hours specific to sexual assault.
3 to 5 years of experience in program supervision, case management, crisis intervention, or a related field.
Must have a valid driver’s license and maintain a driving record that meets CWF automobile insurance requirements, if operating a company vehicle.
Must have a successful background check.
Ability to work in high-stress environments, requiring emotional resilience and adherence to self-care practices.

Nice To Haves

Additional training or coursework in social services, human services, or a related field preferred.
Experience in trauma-informed advocacy and service delivery preferred.
On-the-job training required (approximately 3 to 6 months).
Exceptional leadership, team-building, and day-to-day operations skills.
Proficiency in Office 365, call center platforms, database systems, and web-based documentation systems.
Excellent written and verbal communication abilities.
Advanced critical thinking, problem-solving, and executive decision-making capabilities.
Conflict mediation and crisis de-escalation skills.
Ability to manage time and prioritize independently and collaboratively.

Responsibilities

Coordinate and oversee day-to-day program operations as assigned by program leadership.
Ensure program activities adhere to policies, protocols, and compliance standards.
Support Staff in following trauma-informed practices and delivering safe, structured, and Client-centered services.
Monitor call flow, response times, documentation, shelter utilization, and operations to optimize resource allocation and service delivery.
Maintain and implement protocols for call handling, escalation, hospital response, shelter intake, and safety.
Ensure coordination across all Emergency Services to support a consistent survivor experience.
Responsible for ensuring that all Emergency Services departments are properly staffed to ensure the ability to meet service standards for Clients.
Responsible for creating Employee schedules in alignment with the business financial targets.
Approve Employees schedule change requests (PTO, Report and Exit Time and the like).
Use data to identify trends, gaps, and service improvements.
Ensure accurate data collection and reporting to support funding proposals, financial reporting, and program performance tracking.
Ensure the availability of direct crisis response support as needed (hotline, hospital, shelter) and intervene in complex or high-risk situations.
Responsible for the training, and scheduling of Emergency Services Supervisor on Call (SOC).