Director of Resident Services

Job DescriptionJob DescriptionABOUT CROSSWINDS RECOVERYCrosswinds Recovery is a nonprofit that provides ASAM Level 2.1 intensive outpatient treatment and certified recovery residences to individuals transitioning from addiction, incarceration, houselessness, and inpatient care. We value dignity and respect while delivering structured, supportive services that help clients build recovery capital and achieve long-term stability. Our organization values trauma-informed, person-centered care and recognizes the importance of team members who bring both professional and lived experience to the work.POSITION SUMMARYThe Director of Resident Services (DRS) is responsible for overseeing all nonclinical, recovery community-oriented aspects of the resident experience, including admissions, departures and discharges, resident compliance, resident policies, case management, resident activities, alumni engagement and coordination with treatment teams. The DRS combines direct resident support with staff supervision and program oversight to help residents achieve stability, strengthen recovery, and transition to safe, stable community integration.The DRS works closely with the Recovery Housing Coordinator (RHC), case management and peer support staff, Residential Program Administrator, Clinical Director, Operations Director, as well as community partners. The position supports a structured, respectful recovery environment where residents build practical skills, supportive relationships, and increasing independence.ROLE RESPONSIBILITIESResident Services Leadership and Staff SupervisionProvide overall accountability for nonclinical resident matters from application and admission through discharge and follow-up. Assign tasks to appropriate staff, monitor completion, resolve barriers, and ensure consistent follow-through throughout the program.Supervise the RHC, Case Management, and Peer Support personnel; provide onboarding, regular supervision, workload coordination, performance feedback, and staff development.Participate in admission staffing, house manager and house meetings, training, and leadership meetings; ensure decisions result in clear staff assignments and timely follow-up.Individualized Case Management and Resident SupportOversee Case Management assignments, review service plans, treatment plans and documentation, and ensure residents receive coordinated assistance.Meet with residents to identify strengths, immediate needs, and barriers involving recovery, health and wellness, income, benefits, employment, housing, and community participation.Develop and oversee individualized Treatment Plans with clear goals, action steps, responsibilities, and follow-up dates; review progress and adjust support as needed.Help residents develop budgeting, scheduling, communication, problem-solving, and independent living skills while supporting participation in treatment and recovery activities.Recovery Housing Coordination and Resident AccountabilityWork with the RHC and House Managers to maintain safe, structured, supportive homes and consistent application of program expectations.Oversee the nonclinical admissions process, including applicant screening, admission staffing, readiness for placement, orientation, and move-in coordination.Work with administrative and clinical staff to ensure required documentation is complete and residents understand program expectations and available supports.Monitor resident compliance with house and program requirements, and individualized expectations. Address concerns promptly through resident meetings, documented improvement steps, staff coordination, and follow-up; apply policies consistently while considering individual circumstances.Respond to urgent resident needs, safety concerns, and involve clinical staff, leadership, or emergency services as appropriate.Manage nonclinical decisions and coordination related to resident discharges, including involuntary removals. Coordinate safety planning, referrals, resident belongings, and departure records.Develop, review, and implement resident policies and procedures covering participation, conduct, accountability, admissions, and departures. Recommend revisions, communicate changes to staff and residents, and monitor consistent implementation.Treatment Team CoordinationRepresent resident services in treatment team meetings, bringing relevant information about housing stability, engagement, case management goals, behavioral concerns, and practical barriers affecting treatment participation.Translate treatment team recommendations into nonclinical action steps, assign responsible staff, and track completion. Communicate changes in resident circumstances to clinical staff while preserving clinical decision-making and appropriate confidentiality.Resident Activities and Community EngagementOversee development and implementation of resident activities with peer support and housing staff, including recovery-focused activities, life-skills learning, volunteer opportunities, and community events that build connection and support sustained engagement.Maintain a coordinated activity schedule, arrange staffing, transportation, and approved resources, and address participation barriers. Use resident input and participation feedback to improve accessibility, relevance, and community involvement.Housing Navigation and TransitionsBegin housing planning early and help residents identify realistic housing options, prepare applications, address rental barriers, and connect with landlords and housing resources.Coordinate access to available rental assistance, deposits, utilities, furnishings, and other transition supports through approved eligibility and financial procedures.Oversee discharge planning and service handoffs, coordinating housing arrangements, healthcare connections, recovery supports, and next steps whenever possible.Coordinate tenancy support services and help residents prepare for lease responsibilities, household expenses, landlord communication, and housing retention.Maintain post-discharge follow-up processes, including 90-day and six-month contacts; document housing stability, continuing needs, and unsuccessful contact attempts.Community Partnerships and Resource CoordinationMaintain working relationships with housing providers, employers, healthcare and benefits programs, reentry organizations, and culturally-responsive community resources.Coordinate with probation and parole, treatment courts, families, and other agencies when authorized; help residents address barriers to successful reentry.Follow referrals through to service connection, identify access barriers, and work with partners and leadership to improve continuity of support.Represent Crosswinds in community workgroups, including Situation Table and other spaces to be identified upon collaboration with leadership.Systems Documentation and Program AccountabilityMaintain and oversee timely, accurate records in Sobriety Hub, Kipu, and other approved systems, including service contacts, plans, referrals, incidents, progress, and transitions.Track service engagement, housing placements, resident outcomes, and assigned grant deliverables; provide reliable information for reports, audits, and program evaluation.Coordinate resource eligibility verification, service documentation, and resident assistance records with administrative, billing, and operations staff.Support applicable NARR and Recovery Access Montana standards; use resident feedback, service data, and documentation reviews to identify and implement improvements.Workflow and Program ImprovementRegularly explore resident management software for features, reports, and configuration options to identify ways to improve admissions, resident tracking, handoffs, service planning, compliance monitoring, and discharge follow-up.Evaluate current workflows and system limitations with staff; recommend and implement approved improvements, develop clear procedures, and train staff.Professional Conduct and ScopeDemonstrate sound judgment, dependable follow-through, respectful communication, and appropriate boundaries amongst staff and residents.Protect confidentiality under Crosswinds policies and applicable HIPAA and 42 CFR Part 2 requirements. Follow organizational consent, safety, and incident-reporting procedures.Participate in required training and supervision; and respond constructively to feedback.QUALIFICATIONSRequiredAt least three years of relevant experience in case management, recovery support, housing services, reentry, or community-based human services..Demonstrated leadership through staff supervision, program coordination, or comparable responsibility requiring independent judgment and accountability.Working knowledge of substance use recovery, trauma-informed and person-centered support, professional boundaries, and resource navigation.Ability to develop practical service plans, manage competing priorities, resolve problems, and maintain accurate documentation and timely follow-up.Strong interpersonal and communication skills, including the ability to address conflict respectfully and collaborate with residents, staff, and community partners.Proficiency with Google Workspace, spreadsheet creation and navigation, and electronic record systems, or demonstrated ability to learn comparable systems.PreferredDegree or substantial coursework in social work, addiction counseling, human services, behavioral health, nonprofit administration, or a related field.Experience supervising staff in recovery housing or a program integrating housing, treatment, and recovery support.Knowledge of Missoula-area housing, benefits, employment, healthcare, and reentry resources; familiarity with NARR standards and housing expectations.Experience with housing navigation, tenancy support, grant reporting, outcome tracking, Sobriety Hub, or Kipu EMR.LIVED EXPERIENCECrosswinds Recovery believes in the power of lived experience. Individuals with personal experience in addiction recovery and/or justice involvement are strongly encouraged to apply. We value diverse perspectives and recognize that lived experience enriches our programs and strengthens client support.EQUAL OPPORTUNITY EMPLOYMENTCrosswinds Recovery is an Equal Opportunity Employer. We welcome applicants from all backgrounds and do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, age, disability, marital status, military status, sexual orientation, gender identity or expression, genetic information, or any other legally protected status. We are committed to building an inclusive, equitable workplace where all employees feel valued and supported.