Program Director

Description

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 results-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, including Housing First, harm reduction, and 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 a clear understanding of agency policies, procedures, and practices through policy review, supervision, and active participation in agency leadership committees and meetings.

Crisis and Incident Response

• Lead staff and clients through crises, ensuring safety, clear communication, and adherence to CUCS protocols.
• Coordinate responses to high-risk incidents, including psychiatric emergencies, housing disruptions, and overdoses.
• Ensure post-incident debriefing and staff wellness support.
• Escalate critical issues appropriately and in a timely manner in alignment with CUCS policies.
• Respond to and address after-hours emergencies as part of 24-hour on-call responsibilities.

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, recognize the demands of working in high-stress environments, and ensure 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 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 funder, regulatory (city, state, and 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, including Fiscal, HR, Strategic Operations, Legal, IT, and Janian, to ensure program practices are operationally sound, contractually compliant, and aligned with agency-wide policies and strategic goals. Proactively share data, address risks, and support 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 practices across all services.
• Ensure the 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 and address issues as needed.
• Participate in coalitions, conferences, and advocacy efforts aligned with CUCS's 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, including housing stability, engagement, income, and wellness measures.
• 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, including DOB, FDNY, DHS, and other applicable requirements.
• 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 Demands The 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.
• Additional Requirements (check off as applicable to the position):
  - This is a field-based position, must be able to travel between the five (5) boroughs, as well as visits outside of New York City as necessary.
  - Must have a valid driver's license with a motor vehicle record (MVR) in good standing.
  - Must be able to spend the full working day in the field.
  - This role requires the ability to work in various weather conditions, including inclement weather.