Family Support Supervisor - Central East, Florida

Job Description

Job Description

OVERVIEW

Better Together seeks a Family Support Supervisor to lead, coach, and develop Family Support Managers serving Brevard, Indian River, Martin, Okeechobee, Palm Beach and St. Lucie Counties. Reporting to the Executive Director, this position is responsible for ensuring children are safe, families receive exceptional care, and Better Together's program model, policies, procedures, and best practices are implemented consistently and effectively.

The Family Support Supervisor provides hands-on leadership, training, quality assurance, and case oversight while helping Family Support Managers strengthen their professional judgment, discernment, problem-solving skills, time management, and capacity to serve families effectively. This role requires a leader who can assess complex situations, identify risks, develop creative solutions, and help staff navigate challenging family circumstances with compassion, professionalism, and sound judgment.

The ideal candidate understands poverty, trauma, family dynamics, and the challenges facing vulnerable parents. They are skilled at balancing empathy with accountability, helping families take meaningful steps toward stability and self-sufficiency while keeping child safety at the center of every decision.

At Better Together, we are a mission-first team that shows up with purpose, humility, and grit. Our culture is shaped by five core values that guide how we lead, how we serve, and how we grow. If these values reflect who you are and how you work, you may be a great fit for our team.

1. We Love Others: We lead with empathy, humility, and integrity. We treat every person with dignity, make people feel seen and valued, and do what’s right even when it’s hard.
   1. Do you treat people with respect, no matter their background or behavior?
   2. Do you make decisions based on what’s best for others, not just yourself?
2. We Choose Gratitude: Gratitude fuels our joy and shapes how we show up. We focus on what’s possible, not what’s missing. We uplift others, celebrate progress, and keep perspective—even in the tough seasons.
   1. Do you stay positive and solutions-focused when challenges arise?
   2. Do you regularly speak encouragement and appreciation to your teammates?
3. We Are Ideal Team Players: We are hungry, humble, and people-smart. We take initiative, lift others up, and work wisely with all kinds of people. The best teams aren’t made of perfect people—they’re made of teachable ones.
   1. Do you take ownership and go the extra mile without being asked?
   2. Are you open to feedback and constantly looking for ways to grow?
4. We Do Hard Things: We don’t quit when things get hard. We press in with courage, keep a growth mindset, and do whatever it takes to get the job done. We don’t waste time on drama—we stay focused on the mission.
   1. Do you rise to challenges with resilience and a clear head?
   2. Do you consistently push through discomfort to deliver results?
5. We’re All In: We carry the mission in our hearts and act like owners. We take full responsibility, build capacity in ourselves and others, and do the work that matters most.
   1. Are you passionate about transforming lives and communities through your work?
   2. Do you take initiative and show up fully—because you believe this mission is worth it?

We don’t hire just for talent. We hire for alignment, character, and commitment to the mission. Expect honest conversations about these values throughout the hiring process.

The Family Support Supervisor is responsible for providing leadership, oversight, coaching, and accountability to Family Support Managers, ensuring children are safe, families receive exceptional care, and Better Together's program model is implemented consistently and effectively. The Supervisor has four primary areas of responsibility:

Ensure children are safe, families receive high-quality care, and Better Together's policies, procedures, program standards, and best practices are consistently followed.

• Oversee regional leads and cases throughout the full case lifecycle, ensuring timely response, appropriate assessments, volunteer matching, support planning, case progression, and closure.
• Review case files, documentation, assessments, and support plans to evaluate child safety, family readiness, quality of care, and compliance with policies and procedures.
• Exercise sound judgment and discernment when evaluating family circumstances, identifying safety concerns, assessing risks, and determining appropriate next steps.
• Conduct regular case reviews and quality assurance audits, identifying gaps, trends, and opportunities to improve services and outcomes.
• Ensure Family Support Managers consistently and effectively implement Better Together's program model, policies, procedures, and best practices, identifying and correcting gaps in execution.
• Serve as the first point of escalation for complex cases, child safety concerns, family crises, and situations requiring additional leadership support.
• Provide guidance on appropriate interventions, safety planning, escalation, and coordination with community partners or appropriate authorities when necessary.
• Monitor case documentation, follow-up, and outcomes to ensure accountability, appropriate case progression, and timely resolution of concerns.

Lead a high-performing team of Family Support Managers through clear expectations, effective supervision, strong organizational practices, and measurable accountability.

• Directly supervise Family Support Managers, establishing clear expectations for performance, productivity, caseload management, documentation, and quality of care.
• Monitor individual and team performance using established metrics, Salesforce reporting, case reviews, and other accountability tools.
• Regularly evaluate caseloads, staff capacity, response times, case progression, outcomes, and service quality, identifying opportunities to improve efficiency and effectiveness.
• Identify performance gaps early and provide clear, constructive feedback, coaching, and appropriate corrective action.
• Model exceptional organization, time management, prioritization, follow-through, and ownership, helping staff manage competing priorities and maximize their impact.
• Identify operational inefficiencies, recurring challenges, and opportunities to strengthen systems, processes, and team capacity without compromising quality.
• Maintain regular communication with the Executive Director regarding team performance, emerging risks, operational challenges, and opportunities for improvement.
• Build a team culture characterized by accountability, initiative, professionalism, collaboration, and continuous improvement.

Build the capacity, confidence, discernment, and professional skills of Family Support Managers so they can independently deliver excellent services, solve problems, and make sound decisions.

• Provide hands-on onboarding, training, shadowing, coaching, and ongoing professional development for Family Support Managers.
• Strengthen staff competency in family assessments, child safety, case management, volunteer coordination, documentation, and implementation of best practices.
• Develop staff judgment, critical thinking, discernment, and creative problem-solving skills, helping them identify solutions and make sound decisions rather than simply escalating challenges.
• Coach Family Support Managers on effective communication with parents, including navigating difficult conversations, setting healthy boundaries, providing appropriate redirection, and de-escalating conflict.
• Model empathy, compassion, and professionalism while helping staff balance supportive relationships with clear expectations, healthy boundaries, and accountability.
• Equip staff to understand the impact of poverty, trauma, addiction, mental health challenges, and family instability while maintaining appropriate expectations for child safety and parental responsibility.
• Identify individual strengths, development needs, and opportunities to increase staff effectiveness, independence, and leadership capacity through practical coaching and real case scenarios.
• Promote a culture of learning in which staff receive meaningful feedback, grow from challenges, and continuously strengthen their professional judgment, confidence, and professional practice.

Support Family Support Managers in developing creative, practical, and effective solutions that help parents overcome barriers, build healthy relationships, strengthen their families, and move toward long-term stability and self-sufficiency.

• Equip Family Support Managers to help parents strengthen their relationships, emotional well-being, financial stability, personal growth, and sense of purpose, supporting long-term family flourishing.
• Coach staff to provide a hand up rather than a handout, empowering parents to develop skills, take ownership of their circumstances, overcome barriers, and move toward self-sufficiency.