Supportive Services Manager

Job Title              Supportive Services Manager                                   
Division               Administration                                                               
Classification    Exempt                                                                       
Reports To         Director of Programs

PURPOSE OF POSITION
The Supportive Services Manager is responsible for managing all aspects of the organization’s supportive services programming and associated staff. The Supportive Services Manager is part of the management team, reporting to the Director of Program.
 

SUMMARY OF DUTIES
(Responsibilities to include but not limited to the following)
 
Overarching Responsibilities:

• Coordination of Supportive Services
  • In collaboration with Director of Programs identifies, develops, implements, and evaluates all supportive services programming aimed at assisting participants with personal growth and development.
  • Responsible for supervision of supportive services programming including: Life Skills, Vocational Services, Behavioral Health Services and Housing Navigation Services.
  • Responsible for the supervision and development of all supportive services program staff including: the Life Skills Specialist, Vocational Specialist, Behavioral Health Specialist and the Housing Navigator.
  • Leads regular supportive services team meetings to develop team cohesion and to ensure consistency of services provided. 
  • Builds community partnerships for participant resources.
  • Attend regular case staffings, that include the supportive services team, Advocacy Director, Case Managers, and Community Engagement Coordinator, to review participants’ status and communicate any relevant information.
  • Ensures that all supportive services programming is delivered, and documentation is maintained in accordance with internal policies/procedures and any funder requirements.
  • Manages the accuracy of all service documentation (paper and electronic), periodic reporting, incident reports, log maintenance, sign-in sheets, participant files, etc.
  •  Assists in preparation for site visits.
  • Develops and manages the supportive services operating budget in collaboration with the Executive Director.
  • Responsible for investigating and resolving all supportive service grievances.
• Staff management
  • Builds, manages and motivates a strong professional staff which is highly focused on delivering participant-centered services. 
  • Recruits employees for open supportive services positions; works with Director of Programs to conduct interviews and make hiring recommendations.
  • Orients and trains new employees to their positions.
  • Develops staffing schedules, approves change and time off requests, reviews and approves payroll.
  • Provides ongoing evaluation and feedback on expectations related to program services, file management, and delivery of services in trauma informed and gender-responsive manner.
• Program Evaluation
  • Ensures that staff are appropriately documenting and tracking relevant metrics;
  • Works with staff to evaluate program successes and areas for improvement.
• Other duties
  • Maintains participant confidentiality at all times and perform all tasks according to established guidelines and procedures.
  • Participates in trainings and staff development opportunities.
  • Performs other duties as requested.

 
SUPERVISORY DUTIES
This position supervises employees and external partners as they may be assigned to the Supportive Services Department.
 
WORKING RELATIONSHIPS

• Frequent and regular internal contact with all Keyway staff, outside contacts with donors and supporters, funders, the public and the community.

 
KNOWLEDGE, SKILLS, and ABILITIES:
Education:                                         
Master’s Degree required.  
Experience:                                       

• Minimum 2 years’ experience
• Supervised residential setting.
• Management and supervisory skills.

Knowledge and Abilities:                                         

• Must have high level of computer use skills, with knowledge of Microsoft Word, Excel, Outlook, Internet, social media platforms, and Neon (or comparable database) preferred.

• Must have excellent interpersonal skills and a customer service focus.
• Must have a high comfort level working with people from a wide range of backgrounds.
• Must have a professional, approachable manner.
• Must have ability to juggle multiple tasks simultaneously and to work well under pressure.
• Must have strong organizational and planning skills.
  
  

Work Environment/Physical Demands:

• Considerable concentration.
• Moderate to constant interruptions.
• Moderate noise level.
• Moderate to considerable eye strain.

To apply, please send your résumé and cover letter to cwit@cwitstl.org. ​

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