Support Services Manager (Interim)

Support Services Manager (Interim)

The Interim Support Services Manager is a temporary position (Jan 5, 2026 - June 1, 2026) within The Hidden Genius Project implements the holistic care management model according to the Support Services strategy. The Support Services Manager ensures that student participants in The Hidden Genius Project's Intensive Immersion program receive comprehensive services, driven by their expressed needs, in support of successful program retention, completion, and transition. Hence, they are primarily responsible for conducting the student and family intake process (which includes demographic data collection and assessment of needs) and working with students and families to develop and manage the Individualized Care Plans; and coordination of care including problem-solving, helping students navigate services, service referral, and occasionally coordinating workshops on various student success themes (i.e. Post Secondary Planning; Life Skills, Planning and Organization etc...). Additionally, they coordinate with and work collaboratively with the Programs and Operations staff. The Hidden Genius Project seeks to provide a holistic care model that is strengths-based and is culturally responsive to the needs and goals expressed by our youth and family participants, the Support Services Manager serves as a critical contributor toward this end. Accordingly, it is vital that they continually exercise ingenuity, enthusiasm, ethics, and a deep commitment to continual learning within an exciting startup environment. Finally, the Support Services Manager supports and works as part of a dynamic, communicative, and supportive team of staff, volunteers, and Board members committed to their success. This is the consummate role for the social change agent with a creative and entrepreneurial spirit.

MAJOR AREAS OF RESPONSIBILITY:

Provide Care Management Services- Implement student Care Coordination Model in response to student and family needs. Develop and maintain a positive rapport with youth and family participants, identify resources and services in response to student needs, and facilitate healthy linkages to resources through service referral to external partners. Provide one-on-one student support through care management services. Assist with basic need resources in support of successful youth participation in the Immersion Program (i.e. snacks and meal services).

Mentorship and Positive Student Experience Develop rich one-to-one connections with Immersion participants. Through mentorship relationships, identify holistic participant needs as they arise, and strategize with The Hidden Genius Project staff to develop a plan to address them. Solicit participant and parent/guardian feedback to guide responsive programmatic improvements to maximize participant enjoyment and success.

Training, Technical Assistance, and Facilitation Train The Hidden Genius Project staff and volunteers on relevant human service topics, best practices, and methods. Engage relevant external stakeholders to leverage resources and develop partnerships towards meeting youth and family participant needs. Collaborate in designing strategies to scale impact and/or support systems-level implementation. Facilitate training and/or convenings for adults interested in providing technology education and direct services to youth. Train volunteers to support classroom and Catalyst activities, and manage them within those settings.

Intake Process Management - Oversee distribution and collection of Intake documents. Support all cohorts in the intake documentation process document process.

Support Services Protocol Management - Review and update Support Services Protocol, as necessary, in collaboration with the Support Services team.

Collaboration with College Access Team -Engage College Access Fellow and Alumni Support Coordinator to coordinate on Genius outreach, data distribution, and holistic service delivery.

o This may include having Youth Care Coordinators provide outreach to Genius alums

Youth Care Coordinator Management - Manage work plan, scheduling, training, and activities of Alumni Youth Care Coordinators, to ensure effective caseload management and adequate coverage.

Hidden Genius and Family Event Coordination - Oversee the coordination of Genius and Family activity events.

Coordinate Genius Family Meetings - Drive implementation of intake, quarterly and exit meetings for Geniuses and families. Conduct additional meetings as needed.

Oversee the day-to-day operations of Support Services - Work with Support Services staff to collect and input the necessary data pertaining to youth across all Immersion Program cohorts into our MIS Salesforce. Implement a reporting system for necessary team members, i.e. leadership team and Board members.

Other duties as assigned

GENERAL RESPONSIBILITIES:

Serve as an exceptional role model, mentor, and champion to The Hidden Genius Project youth and family participants.

Communicate effectively (via email, phone, and/or postal mail) and in a timely manner with all relevant constituencies, including participants and their parents/guardians.

Act as dynamic ambassador to The Hidden Genius Project within the community

Qualifications

QUALIFICATIONS, SKILLS, AND ABILITIES:

Required

Excellent leadership abilities

High comfort level with technology

Experience working and communicating effectively with urban, underserved, and/or low-income youth

Intense commitment to the life success of Black males and boys and men of color

Experience mentoring and working closely with Black male youth

"Can do" attitude and ability to work as part of a team

Willingness to develop differentiated learning experiences

Ability to prioritize, organize, and delegate effectively required.

Ability to receive feedback and engage in continuous self-improvement

Ability to adapt to a dynamic, rapidly-changing work environment

Ability to build positive relationships with all important constituencies

Firm belief in personal accountability, producing measurable outcomes, and sustaining high expectations

Desired

Bachelor's Degree, plus relevant credential (Master's in Social Work)

3 or more years of experience with direct service case management

3 or more years of experience providing youth services

Commitment to achieving The Hidden Genius Project's mission and vision

Excellent writing, communication, presentation, and group facilitation skills

ROLE OVERVIEW:

Role Location: Chicago, IL

Reports to: Reports to Support Services Director (based in Oakland, CA).

Manages: Interns, and volunteers (including coordination tasks)

Status: Exempt

Schedule: Full Time (minimum 40 hours per week); starting by February 2023; working evenings and weekends, as needed

Additional Information

All your information will be kept confidential according to EEO guidelines.