Head of Services - Support and Managed

Join a Legacy of Hope and Empowerment at Covenant House New York!

For over 50 years, Covenant House New York (CHNY) has been at the forefront of transforming lives by providing comprehensive shelter, housing, and wrap‑around support services for vulnerable homeless, runaway, and exploited youth. As the largest provider of these essential services in New York City, CHNY impacts the lives of over 1,500 young people aged 16‑24 every year.

At CHNY, our doors are open to all young people in need, regardless of race, religion, sexual orientation, gender identity, and expression. Our dedicated team offers various services, including shelter, housing, education, employment, health, mental health support, youth development, and anti‑human trafficking initiatives. We operate with harm reduction and trauma‑informed principles to ensure the best care for our youth.

But our mission goes beyond immediate support. We are passionate advocates for systemic change, influencing public policy, and raising awareness of the critical issues surrounding youth homelessness. Our ultimate goal is to provide a safe refuge and empower young people to build a brighter future founded on compassion, unconditional love, and absolute respect.

Join us in making a difference in the lives of countless young people. Join a team that inspires long‑term transformation and hope.

Reporting to and working closely with the Program Coordinator, the Direct Service Manager is responsible for developing the Resident Advisors and leading their day‑to‑day tasks at Covenant House New York’s residential programs. The incumbent will have supervisory responsibilities and additional administrative responsibilities at the residential sites in Manhattan and The Bronx. The incumbent will lead in shepherding staff's professional development and ensuring policies and procedures are being followed.

The Direct Service Manager must be highly organized, a proactive problem solver, and a demonstrated leader. They will build and lead a team that will successfully achieve meaningful results for the young people we serve.

This position requires a workweek of five (5) days, including Saturday or Sunday.

Demonstrates leadership qualities by modeling the mission, vision, and five principles.

Prioritizes values and practices that keep the community motivated and create a strong mission‑driven culture.

Meets the day‑to‑day needs of the team, including regular and meaningful supervision, schedules, appraisals, team meetings, and case conferences.

Must have an understanding of day to day workings of the program, Case Reviews, Case Planning, and ISP

Conducts team meetings monthly to review program operations.

Participates in case review with Case Managers.

Possesses expert knowledge and experience working directly with young people through approaches emphasizing resiliency, strength‑based youth development, and trauma‑informed care.

Obtain certifications for programs to correlate with funding requirements or program operations.

Oversee monitoring and accountability of residential programs staff.

modeling expectations for staff in how to manage crises

Participates in Shift Transition daily.

Collaboratively creates and maintains a safe and healthy sanctuary for all youth in the program.

To assess and diffuse volatile situations, utilize and model de‑escalation and crisis management skills.

Implements and tracks ongoing training and professional development for team members.

Effectively utilizes data and information systems for informed decision‑making and developing performance strategies.

Assists in managing and monitoring the progress and performance of all program contracts and grants.

Overall flexibility in work schedule to be present for youth and staff at key times, including weekends, evenings, and holidays.

Ensure adequate coverage for all operating shifts.

Coordinates onboarding of all new Resident Advisors.

Must serve as Shift Leader (at 41st Street) and the Point Person (in The Bronx sites).

Always uphold CHNY’s mission, vision, principles, standards of conduct, policies, and procedures.

Provides direct care services as needed.

Perform other site‑specific duties as assigned and needed.

Supervises and provides coaching and support to assist Resident Advisors to grow professionally within their roles and assists the Program Coordinators with hiring direct care staff.

Responsible for the onboarding and development of Resident Advisors

Conducts weekly supervision with Resident Advisors

Acts as a resource for direct care staff

Ensures Resident Advisors receive and complete all training.

Writes and conducts probation performance reviews of new Resident Advisors and their formal written annual performance reviews.

Bachelor’s degree in Social Work, Psychology, or a related field preferred or successful experience in a related field.

Experience working with young people is required, particularly those experiencing homelessness, is preferred.

Experience utilizing evidence‑based and other social service models preferred.

Experience utilizing data dashboards and other metrics to improve staff performance and client outcomes preferred.

Must know about human service delivery systems, residential care, and resources for the youth population.

Must possess strong multi‑tasking skills with a demonstrated ability to manage multiple projects simultaneously.

Strong leadership/management skills.

Flexible work schedule to include evenings, weekends, and holidays.

Responds to supervision, coaching, and constructive criticism in a positive manner.

Adheres to attendance and punctuality requirements per policy. Observe all policies governing conduct while at work (e.g., telephone and computer use, electronic messaging, smoking regulations, breaks, and other related policies)

Covenant House New York offers a rich package of benefits including but not limited to:

Medical

Life & Supplemental Life Insurance

Short and Long‑term disability insurance

Eligibility for medical benefits begins on the date of hire

PTO includes 3 weeks of vacation in the first year, 10 holidays, 13 sick days, 5 personal days, and birthday days off

Covenant House New York is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you need assistance or an accommodation due to a disability, you may contact us at View email address on click.appcast.io pay range for this role is: