Description

The Betances is a supportive housing site designed specifically for adults over the age of 55 years old who have a history of homelessness.

The Program Director is a senior leader at CUCS responsible for the strategic, operational, and clinical oversight of a client-centered program serving New Yorkers impacted by homelessness, mental illness, substance use, and financial hardship. Grounded in CUCS's mission and values, the Program Director ensures the delivery of high quality, trauma-informed, person-centered, and culturally responsive services that meet both client needs and funder expectations.

This role requires a result-driven and equity focused leader with strong clinical and operational expertise, sound judgment, and the ability to lead in complex, highly regulated, and unionized environments. The Program Director builds and supports high performing teams, ensures compliance with regulatory and contractual requirements, manages program budgets and staffing, and cultivates effective partnerships with funders, community organizations, and government agencies.

As a member of CUCS's leadership team, the Program Director is accountable for program outcomes, staff performance, and service quality. The role contributes to agency wide initiatives, advances a culture of inclusion and accountability, and uses data, feedback, and best practices to drive continuous improvement and sustainable impact.

Essential Functions include, but are not limited to:

Program Leadership and Service Delivery

• Provide overall direction and oversight for program operations, ensuring alignment with CUCS's mission, core values, and evidence-based practices.
• Oversee the delivery of person-centered, trauma-informed, and culturally responsive clinical and case management services, including assessments, service planning, evaluation, and ongoing support that meets individual client needs and funder requirements.
• Model and promote effective communication strategies across all interactions-staff-to-client, team-to-team, and with external partners-demonstrating clarity, empathy, and professionalism.
• Implement and monitor program models (e.g., Housing First, harm reduction, trauma-informed care).
• Lead service enhancements and new initiatives based on emerging community needs, data insights and best practices.
• Maintain efficient administrative infrastructure, including workflow coordination, reporting, adherence to deadlines and data integrity standards informed by agency policy and contractual obligations.
• Ensure clear understanding of agency policy, procedure and practice through policy review, supervision, and active participation in agency leadership committees and meetings.

Crisis & Incident Response

• Lead staff and clients through crises, ensuring safety, clear communication, and adherence to CUCS protocols.
• Coordinate response to high-risk incidents (e.g., psychiatric emergencies, housing disruption, overdose).
• Ensure post-incident debriefing and staff wellness support.
• Escalate critical issues appropriately and in a timely manner in alignment with CUCS policies.
• Respond and address after emergencies - 24 hours on call.
• People Management, Supervision, and Team Development

Team Building and Leadership

• Build, lead, and sustain high-performing, mission-driven teams through effective recruitment, comprehensive onboarding, effective supervision, and professional development.
• Provide consistent on-site leadership and support to staff, ensuring presence across program shifts to guide operations, model best practices, and maintain program visibility.
• Build leadership capacity within the management team by developing emerging leaders, promoting reflective practice, and supporting effective delegation and decision-making.
• Foster a results-oriented, collaborative, and high-achieving culture with accountability across the program.

Supervision and Coaching

• Provide regular, structured supervision and coaching to managers and assigned staff through trauma-informed practices that balance accountability with emotional safety, recognizing the demands of working in high-stress environments, and ensuring role clarity, adherence to expectations, and alignment with program goals.
• Coach managers on balancing clinical and administrative functions, workflow management, and effective documentation practices.
• Oversee and support managers in providing effective supervision and performance management, ensuring fairness and consistency in disciplinary processes.
• Ensure all team, management, and supervision meetings occur regularly as scheduled, using them strategically to promote communication, collaboration, and performance outcomes.

Performance Management and Development

• Conduct performance evaluations, provide timely and constructive feedback, and implement individualized coaching or performance improvement plans as needed to strengthen leadership skills and address performance challenges.
• Maintain adherence to agency performance standards, accountability systems, and structured feedback mechanisms that promote staff growth, learning, and consistent service quality.
• Address performance issues promptly and ensure timely corrective action when necessary, maintaining fairness and transparency.
• Operate within a unionized workforce, applying the Collective Bargaining Agreement, agency policies, and progressive discipline procedures consistently and in compliance with labor and employment law.

Staff Culture and Well-being

• Proactively identify and address interpersonal and team conflicts, providing coaching, mediation, and interventions that promote trust and cohesion.
• Foster staff's well-being and morale by recognizing contributions, supporting work-life balance, and creating an environment that values wellness, engagement, and learning.
• Ensure fair access to opportunities, information, and professional growth for all staff.
• Promote clear, transparent, respectful, and culturally responsive communication that fosters collaboration across teams.
• Ensure adequate staffing levels, timely hiring, and coverage across all shifts.

Compliance, Quality Assurance, and Risk Management

• Ensure compliance with all funders(s), regulatory (city/state/federal), and agency standards through ongoing monitoring, quality assurance reviews, and audit readiness, including documentation accuracy and service quality.
• Maintain all practices in alignment with performance-based contracts to support long-term program sustainability.
• Collaborate with all internal departments (Fiscal, HR, Strat. Ops, Legal, IT, Janian) to ensure program practices are operationally sound, contractually compliant, and aligned with agency-wide policies and strategic goals; proactively sharing data, addressing risks, and supporting cross-functional initiatives.
• Develop and implement corrective action plans when performance or compliance issues arise.
• Respond timely to incidents, grievances, and risk reports.
• Uphold confidentiality and ethical practice across all services.
• Ensure program achieves all agency and funder required objectives including but not limited to annual training requirements, policy review, documentation standards, outreach and care coordination requirements.
• Collaborate on grant proposals and funder reports as needed.

Budget and Fiscal Management

• Collaborate with Fiscal and senior leadership to develop, manage, and forecast program budgets, including staffing plans, contract driven expenses, and operational costs.
• Maintain accountability for program-level financial performance by monitoring spending against budget, identifying variances, and taking corrective action while adhering to approved budgets, contract requirements, and internal fiscal controls.
• Ensure all expenditures are allowable, allocable, and properly documented in accordance with funder rules, government contracts, and CUCS fiscal policies.
• Partner with Fiscal to support contract billing, revenue tracking, and reimbursement processes by ensuring program data, staffing, and service levels align with funding assumptions.
• Proactively identify financial risks, funding gaps, or operational pressures and elevate them to leadership with proposed mitigation strategies.
• Manage staffing and overtime levels to ensure fiscal sustainability while meeting service and compliance requirements.
• Support audits, site visits, and funder reviews by providing accurate program, staffing, and financial documentation.
• Participate in budget planning, contract renewals, and funding modifications to ensure program operations remain financially viable and compliant.

External Stakeholder Engagement

• Represent CUCS with integrity and professionalism to government agencies, funders, and community partners to strengthen relationships and advance the mission.
• Collaborate with partner organizations, including property managers, healthcare providers, landlords, and service providers to maintain high-quality housing and services, addressing issues as needed.
• Participate in coalitions, conferences and advocacy efforts aligned with CUCS' mission.

Performance Metrics and Continuous Improvement

• Use performance data, dashboards and outcome tracking to guide decisions, resource allocation, and program design.
• Ensure program outcomes meet or exceed funder and agency thresholds (e.g., housing stability, engagement, income, wellness).
• Set and review goals with program teams regularly, integrating staff performance and accountability into the program's outcome framework.
• Monitor and improve program performance using data, client feedback, and emerging best practices.
• Share results, lessons learned, and innovations across CUCS programs to inform agency-wide practice.

Program Facilities and Site Operations

• Ensure program spaces are safe, functional, clean, organized, professional, and welcoming for staff and clients.
• Monitor facility conditions, address maintenance needs promptly, and ensure compliance with safety and regulatory standards (DOB, FDNY, DHS, etc.).
• Escalate and communicate critical issues in alignment with CUCS policy.
• Coordinate with relevant departments, program staff, vendors, and partners to maintain a professional and service-ready environment.

Requirements

Education & Experience

• Master's degree in social work, mental health counseling, public administration, public health, human services, psychology, or related field
• Minimum of 5 years applicable experience with related populations in human services organization.
• Minimum of 3 years of supervisory/management in human services, public health or social services
• LCSW or LMHC Required for IMT Programs

Certification/License:

• LCSW or LMHC Required for IMT Programs

Knowledge, Skills, and Abilities

• Proven leadership and supervisory skills with multidisciplinary teams.
• Clinical and operational expertise in one or more of the following areas as relevant to the program: behavioral health, homelessness, supportive housing, substance use treatment, or other specialized service areas
• Strong ability to implement and evaluate evidence-based models (e.g., Housing First, harm reduction).
• Demonstrated ability to coach employees, manage performance, and apply collective bargaining agreements and agency policies within a unionized workforce.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in data-driven decision-making and program evaluation.
• Budget management experience and financial acumen.
• Knowledge of regulatory compliance and quality assurance in human services.
• Crisis response and de-escalation experience
• Proficiency with Microsoft Office and service-related databases
• Multilingual ability a plus.

Physical DemandsThe physical demands described below are generally required to perform the essential job functions for this role. Reasonable accommodations may be made for individuals with disabilities.

• Sit and stand for extended periods of time
• Walk, bend over, reach overhead, grasp, push, pull, and move
• Lift and move items or equipment weighing up to 15 pounds
• Walk up/down stairs (note, most agency sites have elevators)
• Work primarily indoors in a standard, open space office environment and operate standard office equipment. Note that some community-based programs require working outdoors.
• View and read computer screens and written documents, and enter data into computer.
• Ability to commute with clients via public transportation for lengthy periods of time.
• Ability to travel to various locations in order to provide escort services. Note that some programs require a driver's license and a clear driving record.