Director of Support Services

About the Role

The Director of Support Services leads the strategic growth and high-quality delivery of the agency’s comprehensive support services, including workforce development, academic support, case management, housing navigation, drop-in services, outreach, engagement, and prevention. This role ensures that youth receive holistic, coordinated care that is rooted in trauma informed practices, is culturally responsive and inclusive, and addresses the immediate needs of youth while supporting long-term stability and success.

Reporting directly to the Chief Program Officer, the Director is a senior leader who partners across all programs to guide daily operations, strengthen service delivery, and advance the mission of Covenant House Georgia.

Essential Duties and Responsibilities

Maintain comprehensive knowledge of the needs of youth experiencing homelessness and survivors of trafficking served by Covenant House Georgia
Lead recruitment, interviewing, hiring, supervision, performance management, and annual evaluations of assigned staff and interns
Develop and implement program goals, policies, and procedures that align with the CHGA’s mission and trauma-informed care principles
Develop and maintain a system in the support services programs which allows youth to obtain sanctuary and experience an immediate response that includes respect, honesty, and a warm, empathetic welcome to facilitate their transition to independence/self-sufficiency
Ensure accurate and timely data entry and reporting in all required systems, including Efforts to Outcomes (ETO), ClientTrack, and applicable state and federal databases
Monitor, evaluate, and report on program outcomes, ensuring services are meeting the needs of youth and fostering their long-term success
Assess staff training needs and deliver internal training or coordinate appropriate external professional development opportunities
Develop and manage pipeline partnerships and community collaborations to expand service offerings and create educational and career pathways that promote youth self-sufficiency
Deliver high-quality programming with focused, impactful content that provides meaningful value in every engagement
Expand workforce development initiatives aligned with current labor market demands and cultivate new employer partnerships to hire and place program graduates into internships and apprenticeships
Lead coordinated service delivery through effective case management and housing navigation practices
Attend and actively participate in all required meetings, trainings, supervision sessions, and case reviews
Provide ongoing supervision to direct reports, including conducting regular weekly supervision meetings and completing documented performance evaluations, corrective actions, and professional development plans as needed
Develop, evaluate, and recommend program procedures and enhancements to improve service effectiveness and alignment with trauma informed practice
Monitor grant requirements to ensure compliance and proactively mitigate risks
Support program planning and participation in organizational events and youth activities
Develop and manage budgeting process for the department
Serve as Manager on Duty during assigned on-call rotations, responding promptly to crisis situations and organizational needs
Oversee and manage the supportive services calendar to ensure effective program coordination
Collaborate with the Development Team to identify funding opportunities and engage funders and stakeholders in support of programming initiatives
Oversee the compliance of all grant-funded programs, ensuring adherence to grant requirements, timelines, and regulations
Maintain a comprehensive understanding of grant terms, conditions, and deliverables to ensure that all services and operations are aligned with funder expectations
Model professionalism and appropriate workplace behavior to foster a safe, welcoming, and high-quality service environment; provide guidance and mentorship to staff
Consistently uphold Covenant House Georgia’s standards of conduct, policies, and procedures

Required Knowledge, Skills and Abilities

Demonstrated ability to establish and maintain effective working relationships with colleagues, supervisors, community partners, and members of the public
Strong written and verbal communication and interpersonal skills, with the ability to effectively communicate with internal teams, external stakeholders, and community partners
Ability to network strategically and build collaborative partnerships with social service agencies and community organizations throughout the Atlanta area
Thorough knowledge of human service delivery systems, trauma informed care principles and practice, and community resources relevant to the agency’s target population
Commitment to inclusive, affirming care for all young people
Proven ability to develop, implement, and manage programs for youth experiencing homelessness
Demonstrated ability to lead and mentor staff, fostering a positive, collaborative team culture
Excellent communication and interpersonal skills, with the ability to build relationships with youth, staff, community partners, and stakeholders
Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
Working knowledge of the social, economic, and systemic issues impacting youth in Atlanta and across the state of Georgia
Ability to safely operate agency or personal vehicles to transport individuals and/or materials as needed. Must possess and maintain a valid Georgia Driver’s License with an acceptable driving record

Required Qualifications

8 years of program management experience serving youth and collaborating with community resources, including at least 2 years in a leadership or managerial role, preferably in a youth homelessness or related setting

Preferred Knowledge, Skills, Abilities and Qualifications

Master's degree in social work, human services, education, or related field
Familiarity with Trauma-Informed Care, Youth Mental Health First Aid, Motivational Interviewing, and/or the Community Resilience Model

Location Requirements

This role is onsite at our West Midtown Atlanta location
Must be willing to travel to our other locations in Atlanta as well as other off-site locations for medication pick-ups or other meetings as needed

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