High School Diploma or equivalent required; Bachelor's Degree preferred.
3-5 years of experience in a client-facing nonprofit organization.
3 years of supervisory experience in a social service setting.
1-2 years of experience in HUD programming within a health services agency preferred.
Experience in case management, crisis intervention, and housing stabilization services.
Familiarity with substance abuse, mental health, and homelessness fields.
Strong leadership, team-building, and coaching skills.
Responsibilities
Oversee daily operations of housing programs, including intake and case management.
Support recruitment, training, and supervision of CoC team staff.
Conduct regular one-on-one meetings and performance evaluations for staff.
Manage staff schedules and caseloads for timely client engagement.
Lead case conferences and provide guidance on complex cases.
Promote trauma-informed and client-centered practices across services.
Serve as escalation point for client concerns and incidents.
Benefits
Comprehensive benefits offered.
Opportunities for professional development and training.
Supportive work environment focused on collaboration and community impact.
Full Job Description
Job Title: Associate Director of Program Operations
Department: Residential
Reports To: Director of Programs of Operations
Pay Range: 105k-120K Annually based on relevant direct experience (Comprehensive Benefits Offered)
Position Summary:
The Associate Director of Program Operations supports the Director of Programs in leading the day-to-day operations of CFH's RRH and SSO programs. This role leads and supervises the CoC program team, guides the social work practice behind client services, and ensures clients move efficiently from referral and intake through housing placement and stabilization.
The Associate Director of Program Operations serves as a primary point of contact for staff, clients, landlords and community partners, strengthening collaborations within the NYC Continuum of Care (CoC) network. This role reports directly to the Director of Continuum of Care Programs and works closely with the Associate Director of Program Quality, Data and Administration to ensure that services are delivered consistently, compassionately and in line with program standards.
Key Responsibilities:
Oversee the daily operations of the housing programs, including referral intake, eligibility prescreening, enrollment, housing search and placement, and ongoing case management.
Support the of Programs in recruiting, orienting, training, and supervising staff within the CoC team.
Provide direct supervision to assigned staff through regular one-on-one meetings; conduct employee performance evaluations and implement performance improvement plans as directed.
Assign caseloads and manage staff coverage and schedules to ensure timely client engagement, first contact, and intake for all assigned referrals.
Lead and facilitate case conferences, program supervision, staff meetings, and internal trainings alongside the program managers; provide guidance to staff on complex cases, crisis intervention, and de-escalation.
Promote trauma-informed, client-centered, Housing First, and harm reduction practices across all client services.
Serve as the escalation point for client concerns, incidents, and grievances; ensure incidents are addressed and reported according to CFH policy.
Build and maintain relationships with landlords, brokers, and property managers to support housing placement and long-term housing stability.
Collaborate with CFH health centers, shelters, community providers, and referral partners to coordinate client care and ensure smooth transitions between services.
Coordinate with management and CFH Operations to ensure effective integration of RRH and SSO services within health and residential programs.
Assist in implementing policies and procedures that coordinate CFH's services with community
health facilities and social service agencies.
Ensure staff follow program procedures and documentation standards in their daily work; partner with the Associate Director - Quality, Data and Administration to identify training needs and address practice gaps.
Support the Director in program planning, staffing decisions, and monitoring program performance and client outcomes.
Perform other related duties and responsibilities as assigned; job tasks and responsibilities may be modified or expanded to meet organizational needs.
Minimum Qualifications:
High School Diploma or Equivalency Required. Bachelor's Degree Preferred
A minimum of three-five years' work experience in a client-facing, nonprofit organization.
Minimum three years supervisory experience in a social service setting, including leading case management or direct service teams.
1-2 years of experience in HUD programming within a health services agency preferred.
Experience with case management, crisis intervention, and housing placement or housing stabilization services.
Familiarity with working in the fields of substance abuse, mental health, and/or homelessness.
Previous experience with CARES/AWARDS and eClinical Works preferred.
Strong leadership, team-building, and coaching skills.
Excellent organizational and communication skills required.
Sound judgment and the ability to remain calm and solution-focused in crisis situations.
Ability to multi-task and meet assigned deadlines from a variety of management staff.
Ability to work in a fast-paced and ever-changing environment.
Public presentation and speaking skills.
Bilingual Spanish is strongly preferred.
Proficient in Microsoft Office Suite, including Outlook, Word, and Excel
