Job Description

About the Role

The Senior Director provides overall leadership and accountability for the Care Campus, bringing together programmatic and operational functions to deliver safe, effective, integrated, and participant-centered services.

This is the senior site leadership role, with accountability for Campus performance, contractual compliance, service quality, participant experience and safety, staff effectiveness, operational performance, partnerships, and alignment across multidisciplinary teams. The Senior Director leads the Associate Director of Site Operations, program managers, and other assigned leaders and serves as the senior site-level escalation point for significant programmatic, operational, staffing, safety, participant, partner, and community matters.

Key Responsibilities

Campus Leadership

• Provide overall leadership, direction, and accountability for the Care Campus and establish a culture centered on participant dignity, safety, service quality, collaboration, accountability, and operational excellence.
• Lead and develop the Associate Director of Site Operations, program managers, and other assigned site leaders.
• Establish clear responsibilities, decision-making authority, communication expectations, and escalation pathways across programmatic and operational functions.
• Maintain a visible and engaged leadership presence and ensure appropriate leadership coverage and continuity of essential services.

Program & Service Leadership

• Oversee ICMS case management, client support, participant engagement, service coordination, and other programmatic services.
• Ensure services are participant-centered, trauma-informed, culturally responsive, and aligned with harm-reduction and Housing First principles.
• Promote strong connections to housing, healthcare, behavioral health, public benefits, outreach, and other supportive resources.
• Monitor participant access, service utilization, outcomes, service quality, grievances, accommodations, and barriers to engagement or service coordination.

Operational & Safety Leadership

• Provide senior oversight of Campus operations through the Associate Director of Site Operations.
• Ensure staffing structures, operational systems, Safety, Hygiene, facilities coordination, site procedures, and continuity planning effectively support participant services.
• Maintain overall accountability for participant, employee, visitor, and Campus safety.
• Provide senior site leadership during critical incidents, emergencies, major disruptions, and other high-risk situations.
• Ensure significant incidents are appropriately reported, escalated, documented, reviewed, and addressed and that corrective actions and risk-mitigation strategies are implemented.

People & Culture

• Lead, coach, and develop site leaders and hold managers accountable for effective supervision and management of their teams.
• Monitor staffing levels, vacancies, turnover, attendance patterns, training, and other workforce factors that may affect services.
• Partner with People + Culture on workforce planning, recruitment, retention, employee relations, and significant performance matters.
• Foster a workplace characterized by professionalism, accountability, teamwork, inclusion, communication, and respect.

Partnership & Community Engagement

• Develop and maintain productive relationships with funders, public agencies, healthcare and behavioral health organizations, housing providers, community-based organizations, businesses, neighborhood stakeholders, and service partners.
• Provide strategic oversight of partner relationships and service integration.
• Represent the Campus in funder, community, stakeholder, and partner meetings and address escalated or sensitive external concerns.

Contract, Quality & Performance Management

• Maintain overall accountability for contractual performance and achievement of Campus and program objectives.
• Monitor key performance indicators, participant outcomes, service utilization, staffing, incidents, documentation, and other measures of performance.
• Ensure required data, reporting, documentation, and corrective actions are timely, accurate, and sustained.
• Partner with Compliance, Quality, Data, Finance, Contracts, and other organizational functions on monitoring, audits, program reviews, and performance improvement.

Fiscal & Organizational Stewardship

• Partner with Finance and organizational leadership to monitor expenditures, staffing levels, resource use, and significant program needs.
• Identify fiscal, staffing, equipment, or resource risks that may affect services or contractual performance.
• Promote responsible use of staffing, space, supplies, equipment, and other Campus resources.
• Lead cross-functional coordination across Programs, Operations, People + Culture, Compliance, Finance, Contracts, Data, IT, Facilities, Communications, and other organizational departments.

Continuous Improvement

• Regularly evaluate Campus performance, service integration, staffing models, workflows, participant experience, operational effectiveness, and emerging needs.
• Use participant feedback, employee input, partner feedback, performance information, incidents, and operational experience to identify systemic barriers and strengthen services.
• Lead improvements that support a more integrated, responsive, safe, and effective Care Campus.

Qualifications

What You'll Bring

• Bachelor's degree in social work, psychology, public administration, human services, nonprofit management, healthcare administration, or a related field required; master's degree preferred.
• At least five years of progressively responsible leadership experience in homeless services, behavioral health, social services, healthcare, supportive housing, or a related field.
• At least three years of management experience overseeing managers, supervisors, multidisciplinary teams, or complex programs.
• Experience leading a high-volume, complex, multi-service environment strongly preferred.
• Experience working with individuals experiencing homelessness and people with complex behavioral health, substance-use, medical, housing, and social-service needs strongly preferred.
• Experience managing publicly funded programs and working with government agencies, funders, and community partners preferred.
• Strong knowledge of homelessness services, trauma-informed care, harm reduction, Housing First, crisis intervention, and person-centered services.
• Demonstrated ability to integrate programmatic and operational functions, lead other leaders, establish accountability, and make sound decisions in complex or rapidly changing circumstances.
• Strong relationship-building, strategic decision-making, communication, conflict-resolution, problem-solving, and performance-management skills.

Additional Information

Our Values

Dignity / Community / Integrity / Partnership / Social Justice / Radical Care

Work Environment

Regular use of a computer and HR technology platforms is required, along with the ability to manage detailed records and sustained periods of screen-based work. The role follows a hybrid work arrangement with regular onsite presence and occasional travel among Los Angeles-area locations. Reasonable accommodations may be made to enable qualified individuals to perform the essential functions of the role.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, sit, walk, stoop, talk, hear, reach above and below shoulders; use hand and finger dexterity, keyboarding and making and receiving telephone calls. The employee may be required on occasion to lift and or carry up to 20 lbs.

Benefits:

Excellent Benefits package available.