Director of Empowerment Services

[Job Title]: Director of Empowerment Services

[Location]: Wilmington, DE with statewide availability

[Role Type]: Full-time

[Remote/In-Office Policy]: On-site

About Friendship House: FH is a 501c3 nonprofit whose mission is to unite people facing

homelessness with loving, supportive communities they can call home. For more than 35 years,

Friendship House has served the Delaware community with the support of volunteers, donors,

faith, and community partners. At FH, we strive to ensure every person is ultimately connected

to a loving, supportive community, and this outlook extends to our workplace.

Position Description: The Director of Empowerment Services is responsible for the design,

leadership, and performance of a coordinated system of services that supports individuals from

crisis through stabilization and toward long-term independence. Leads and coordinates key

components of the One Big House stability pathway—ensuring that outreach, case

management, financial assistance, seasonal programming, and workforce development function

as one integrated system that supports movement from crisis toward stability. The Director is

accountable not only for service delivery, but for how people move through the

system—removing barriers, reducing fragmentation, and ensuring that every point of entry leads

to a clear and supported path forward. This includes staff support and development, progressing

to positive outcomes, program development, community and volunteer management, and

expenditure oversight. This position reports directly to the Chief Program Officer and plays a key

leadership role in advancing a coordinated continuum of care grounded in dignity, access, and

outcomes.

Core Responsibilities

System Design & Ownership

• Lead the design, refinement, and implementation of a coordinated homeless and homeless prevention services system across all program locations.
• Ensure all services—outreach, case management, financial assistance, seasonal programming, and workforce development—operate as a connected pathway rather than siloed offerings.
• Define and continuously improve how individuals move from initial engagement to stabilization
• Identify gaps, redundancies, and barriers within the system and implement solutions that improve flow and outcomes
• Ensure consistent, high-quality service delivery across all sites and service areas, aligned with low-barrier, dignity-centered principles

Program & Service Integration

• Oversee case management as key service providing consistent, dignity-centeredsupport for individuals experiencing homelessness and housing instability
• Ensure outreach operates as a coordinated, field-based extension of services, anchored by but not limited to Empowerment Centers
• Ensure proper financial assistance procedures are properly administered, followed, monitored, and reported.
• Ensure workforce development programming includes employment-focused conversations and support to address barriers to work and housing
• Ensure seasonal and emergency programming (including Code Purple and Code Orange) are coordinated within the broader system

Workforce Development Strategy & Expansion

• Lead the strategy, oversight, and expansion of workforce development programming, including initiatives
• Develop and strengthen employment pathways that align with participant needs and local workforce opportunities
• Identify and build partnerships that enhance job readiness, placement, and long-term employment outcomes
• Ensure workforce development is fully integrated into case management and stabilization planning

Leadership & Team Development

• Directly supervise:
• Outreach Manager
• Case Management Manager
• Workforce Development Manager
• Build and lead a strong management team responsible for execution across the system
• Provide clear expectations, coaching, and accountability for performance and outcomes
• Foster a culture grounded in dignity, collaboration, and shared ownership of results

Operations & Performance Management

• Establish clear goals, metrics, and outcomes across all areas of responsibility
• Monitor performance and ensure programs are meeting service, quality, and outcome expectations
• Use data and frontline insights to drive continuous improvement
• Ensure operational consistency while allowing flexibility to meet site-specific and participant needs Continuum Coordination
• Partner closely with housing and recovery program leaders to ensure seamless transitions across the broader One Big House continuum
• Strengthen internal referral pathways and reduce delays or breakdowns between programs
• Ensure participants experience a coordinated system of care, not disconnected services

External Partnerships & Representation

• Build and maintain relationships with community partners, public agencies, and workforce stakeholders
• Represent the organization in local and statewide collaborations related to homelessness and workforce development
• Identify strategic opportunities that strengthen service delivery and expand pathways to stability

Qualifications

• Bachelor’s degree required; Master’s degree in a related field preferred
• 5–7+ years of experience in homelessness services, human services, workforce development, or related field
• 3–5+ years of leadership experience, including supervision of managers or program leaders
• Experience managing multi-site or complex service systems strongly preferred
• Demonstrated experience building or improving systems, programs, or service models
• Experience with workforce development or employment-focused programming preferred

Skills & Competencies

• Systems thinking with the ability to design and improve coordinated service models
• Strong leadership and team development skills
• Ability to manage complexity across multiple programs and priorities
• Strategic mindset with strong operational execution
• Excellent communication and relationship-building abilities
• Commitment to dignity-centered, low-barrier service delivery
• Data-informed decision making and problem-solving

Position Requirements

• Flexible work schedule required; primarily Monday–Friday daytime hours, with occasional evenings or weekends as needed
• Ability to travel regularly throughout the state of Delaware
• Valid driver’s license and reliable transportation required

Pay & Benefits Summary:

• Salary based on experience
• Health insurance
• Dental insurance
• Vision insurance
• PTO
• 401(K)

Pay & Benefits Summary:

Salary based on experience

Health insurance

Dental insurance

Vision insurance

PTO

401(K)