Associate Director of Support Services

The Associate Director of Support Services Clinical is responsible for program administration and providing oversight and clinical direction to the Support Service Managers and Case Managers working in residential hotel(s) providing support services to formerly homeless single adults, in accordance with Tenderloin Housing Clinic’s (THC) Mission, Core Values, and Customer Service Philosophy.

Job Duties

Leadership and Management

• Hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff in accordance with THC policies and directives.
• Conduct regularly scheduled meetings, supervisions, onboarding, and trainings to motivate Support Services Managers and Case Managers for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
• Identify department training needs and assist with development, scheduling, and facilitating needed training.
• Ensure the staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold staff accountable for high levels of performance, teamwork, and quality customer service.
• Provide leadership, vision, and project direction that engender trust and respect.
• Participate in the leadership activities of the department’s management team and play a broad leadership role for the department.
• Set expectations for and oversee the quality of case management services provided to tenants, including innovative approaches to work with hard-to-engage tenants.
• Participate actively in agency quality assurance activities including performance and outcomes review, case file review, customer satisfaction surveys, incident review, and improvement planning.

Administration and Operations

• Work with the department leadership to develop systems and procedures that improve the operations and services of the department, that foster program development, and that support the achievement of program objectives and outcomes.
• Partner and coordinate within the department and with other THC departments to meet objectives and ensure comprehensive services.
• Act as an advisor and decision-maker for logistical matters and case questions.
• Support and facilitate a cooperative teamwork-oriented relationship with Property Management (external and internal) and Housing Services staff.
• Monitor department compliance with contracts, including conducting regular file audits and monitoring client contact notes.
• Fulfill case management and management responsibilities when there are gaps in staffing.
• Monitor and approve financial expenditures for community events.
• Attend, participate in, and facilitate all meetings, as requested.

Support Services in Supportive Housing

• In conjunction with the Director of Support Services, direct and guide the overall delivery of support services in residential buildings in accordance with THC’s Mission, Core Values, Customer Service Philosophy, and policies and procedures.
• Work closely with Support Services Managers/Case Managers to develop intervention and engagement strategies to ensure high quality, supportive, caring interactions with tenants.
• Work closely and collaboratively with the Property Management and Housing Services Departments to ensure consistent and comprehensive services to tenants.
• Work closely with the UCSF Behavioral Health Roving Team to ensure on-going best practices in collaborative case management provision with acute tenants.
• Review all pending eviction cases and provide recommendations on how to proceed.
• Provide oversight to the development and coordination of client services and community events provided by the Support Services Department.
• Provide crisis analysis and assist in the hospitalization of tenants when necessary.
• Facilitate regularly scheduled case conference meetings for Support Services team.
• Provide clinical supervision for assigned clinical personnel and other support staff. Supervision needs will be evaluated based on clinical experience and performance and may be weekly but not less than bi-weekly.
• Provide assessments/initiate application to determine the appropriateness of an involuntary detention of a client through 5150 criteria.
• Facilitate Critical incident reviews and staff debriefings.

Requirements

Essential Qualifications

• MA/MS degree in Social Work or related field required.
• LCSW required.
• Must complete an Involuntary Hold Training (5150/5250) sponsored by THC.
• Minimum 4 years of work in a non-profit with experience with multi-diagnosed, low-income, homeless, or formerly homeless adults.
• Minimum 2 years of leadership and management experience.
• Strong clinical assessment and crisis management skills.
• Experience in program management and administration skills.
• Thorough working knowledge of Microsoft Office Suite.
• Ability to produce and analyze reports and write business correspondence.
• Ability to effectively present information to groups of various stakeholders.
• Demonstrated analytical, critical thinking, and problem-solving skills.
• Conflict resolution experience.
• Demonstrated customer service skills.
• Proactive self-starter with the ability to manage multiple projects in a fast-paced environment with attention to detail.

Required Behavioral Skills and Abilities

• Demonstrates passion and commitment to THC’s Mission, Core Values, and Customer Service Philosophy.
• Maintains vision, expectations, and energy for positive improvement and results.
• Desires and has the ability to empower direct reports to achieve the agency’s goals.
• Adapts well to change, remaining professional and composed at all times.
• Mature, honest, dependable, and accountable.
• Establishes and maintains effective relationships and boundaries, fostering respect and trust.
• Exercises good judgment in keeping information confidential.
• Works well independently, collaboratively, and as a team member.
• Good time management skills and punctuality.
• Takes pride in work and performs all duties diligently and effectively.

How to apply

• Online: Upload your resumé online using the Apply button below
• In person: Drop off your resumé at our office

Job Type: Full-time

Pay: $107,900.00 per year

Schedule:

• 8 hour shift
• Day shift

Work Location: In person