Director of Program Operations

Job Title: Director of Program Operations

Reporting to: Senior Director of Programs

Status: Full-time; Exempt

About The Partnership To End Homelessness

The Partnership To End Homelessness (The Partnership) is a homelessness prevention organization.

Our values – compassion, inclusion, integrity, professionalism and social justice – steer our strategy and operations to achieve our mission of ending homelessness by preventing it.

The Partnership’s upstream intervention model combines housing and crisis services with mental health and well-being programming to prevent people from losing their homes. Our services are available to New Yorkers of any ability, age, family type, gender, national origin, race and sexual orientation who are at risk of, experiencing or recovering from homelessness.

At The Partnership, difference is us. We are an equal opportunities employer and prohibit discrimination against any individual based on ability, age, color, creed, culture, gender, gender identity, gender expression, marital status, national origin, pregnancy or related condition (including breastfeeding), race, religion, sex, sexual orientation, veteran status or any other basis protected by law.

Position Overview

The Director of Program Operations is responsible for overseeing the delivery and effectiveness of the organization’s direct service programs. Reporting to the Senior Director of Programs, this role leads the Housing and Crisis Assistance and Health and Wellbeing programs and oversees the implementation of the organization’s client-centered upstream eviction prevention model in alignment with its mission, values, and strategic objectives. The ideal candidate is a strong leader who is solutions driven, client centered and skilled at managing teams and navigating complex housing situations. This role will play a critical part in strengthening triage and service delivery systems to ensure clients receive timely, coordinated and effective support throughout their housing crisis.

Responsibilities

• Responsible for day-to-day team management and coordination in a fast-paced and multiple deadline environment, ensuring a client-first approach, streamlined and efficient processes and up-to-date team knowledge of housing programs/vouchers, housing court processes, benefits and the shelter system;
• Oversee program operations to improve how clients move through services and support staff in navigating the complexity of the city’s housing and eviction prevention system;
• Streamline and oversee processes for client triage and assessment, case conferencing and assignment, development of crisis resolution housing plan to resolve housing crises and referrals to government and charitable assistance, including the use of internal financial support;
• Using internal data and field-informed best practices, strengthen our triage and case conferencing system and approaches, ensuring these functions are being performed by experienced and well-rounded team members;
• Develop, implement and provide ongoing quality control to ensure service models and practices – including triage, assessment, crisis resolution and intensive case management – are trauma-informed, client-centered and equity-focused;
• Create and oversee system for ensuring all program staff receive trainings and professional development opportunities that expand their knowledge of the housing court process, including eviction proceedings, tenant rights and legal timelines;
• Provide clinical oversight and expertise to staff, ensuring service delivery aligns with best practices in mental health, housing stability and eviction prevention;
• Intervene in challenging situations when mediation with property owners, advocacy with HRA or external providers, or internal coordination is needed to advance timely case resolution;
• Develop and maintain strong partnerships with community-based organizations, housing providers, legal services and healthcare providers to strengthen referral networks and resources for clients;
• Ensure accurate and readily available program data and client documentation;
• Oversee the program database procedures; track, analyze and produce data for weekly and monthly reports on activities, outcomes, service delivery metrics and emerging trends; and, guarantee accurate and timely reporting processes for grants, including management of government grant portals;
• Represent the organization in community forums, coalitions and public engagements and contribute to policy and advocacy efforts related to eviction prevention and housing stability;
• Hire, train and supervise program staff and interns (3-5) ensuring a team that thrives on solving homelessness differently, being accountable, providing high-quality client service and presenting timely and accurate reports for internal operations, grants, communications and development;
• Cultivate an environment where staff actively integrate new knowledge and strategies into case planning, client advocacy, and their work overall;
• Work across departments and initiatives, including programs, external relations, finance and operations, to advance the objectives outlined in the organizational strategic plan;
• Other duties as assigned.

Skills and qualifications

• Master’s Degree in Social Work (MSW) required; clinical licensure (LCSW) strongly preferred;
• 7+ years of progressive experience in social services, with at least 5 years in a supervisory role;
• Experience with housing programs, eviction prevention, crisis intervention and homelessness services;
• Strong understanding of trauma-informed care and the intersection of mental health, housing instability and systemic inequities;
• Ability to lead multidisciplinary teams, set and achieve program goals and manage complex service delivery systems;
• Excellent project management, organizational and problem-solving skills, with the ability to manage multiple priorities and meet deadlines;
• Experience using data to inform programmatic recommendations and decision-making;
• Strong partnership-building skills and experience working with diverse stakeholders across community, government and healthcare sectors;
• Demonstrated ability and experience working with diverse teams and stakeholders and commitment to fostering diversity, equity, inclusion and belonging in a multicultural environment;
• Excellent writing and verbal communication skills; bi-lingual in English/Spanish a plus;
• Demonstrated proficiency in MS Office software and CRM systems.

This description describes the general nature and level of the work being performed by people assigned to this role. The Partnership reserves the right to amend and change responsibilities to meet organizational needs as necessary.

Work Environment and Physical Requirements

The following conditions represent those encountered by, and 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.

• Work environment: This position operates in a professional office environment with a low to moderate noise level; routinely uses standard office equipment such as computers, phones, cameras, photocopiers/scanners and filing cabinets; is required to travel to external meetings, and be able to work evenings and weekends, as needed; and, frequently focus for long periods of time.
• Physical requirements: The employee is regularly required to stand, walk and sit; maintain a stationary position for long periods of time; use hands and fingers to operate objects, tools or controls such as phones, computers and office equipment and accessories; reach with hands and arms; climb or balance; stoop, kneel, crouch or crawl; talk, hear and exchange accurate information via in-person, electronic, telephonic, virtual and written communications. The employee must be able to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Compensation and Benefits

Compensation for this full-time, exempt role includes: $120K salary; generous PTO and benefits, including employer coverage of 100% of employee health insurance premiums (medical, dental, vision); disability; life insurance; transit; and 401K with employer contribution. A seasonal 4-day work week, based in NYC office.

How to apply

Please submit a letter of interest that details how your experience to date makes you a match for this position and why you are interested in this role and mission at this time. Please include a copy of your résumé as support for your letter.

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Applications without a letter of interest will not be moved forward to the search team.

Compensation for this full-time, exempt role includes: $120K salary; generous PTO and benefits, including employer coverage of 100% of employee health insurance premiums (medical, dental, vision); disability; life insurance; transit; and 401K with employer contribution. A seasonal 4-day work week, based in NYC office.