Manager of Supportive Services

Position Summary

The Manager of Supportive Services is responsible for overseeing family services programming in the shelter and the housing advocacy services provided through the HUD-funded programs. This role ensures holistic, trauma-informed support for survivors of domestic violence, sexual violence, and human trafficking and provides direct supervision to relevant staff to ensure high-quality service delivery.

Job Description

Required Education, Experience and Qualifications

• Four-year degree in social work, counseling, criminal justice, or related field required or at least 5 years of experience in related field.
• 2+ years of supervisory experience.
• Previous experience in HUD housing programs and case management required
• Residential experience preferred
• Maintain valid Ohio driver's license and ability to meet agency requirements for driving insurability.
• Must be able to meet agency requirements for criminal background check (Ohio Bureau of Criminal Investigations and Federal Bureau of Investigations).

Role and Responsibilities

• Supervise and support the Housing Advocate (HUD) and Family Services Advocate, including interns, through regular supervision, performance evaluations, and coaching to ensure effective, trauma-informed service delivery.
• Manage HUD housing program operations, ensuring client housing needs are met through effective service delivery while maintaining full compliance with HUD guidelines, including documentation, program policies and procedures, financial management, program match requirements, and reporting standards.
• Oversee family programming within shelter, working with staff to implement developmentally appropriate, healing-centered activities for children and caregivers. This includes coordinating access to educational supports, tutoring services, transportation, childcare, and other resources that promote child and family well-being during their shelter stay.
• Collaborate with shelter leadership to support the daily operations of shelter-based services, ensuring client safety, adequate staff coverage, and smooth coordination across programs.
• Lead program development and evaluation efforts, including implementing new initiatives program impact to ensure continuous improvement and compliance with quality assurance metrics.
• Maintain a small caseload to provide trauma-informed case management services, including safety planning, housing program intakes, and service coordination while adhering to all documentation and confidentiality requirements.
• Collaborate with community organizations, schools, law enforcement, legal services, and healthcare providers to facilitate comprehensive care for survivors and their children

• Adheres to Service Excellence standards at all times

• Represent Hope & Healing Survivor Resource Center by participating in community activities, coalitions and taskforce groups as requested or assigned by supervisor.

• Complies with agency policies and procedures, federal and state requirements, CARF standards and educational/certification/registry requirements.
• Performs other duties as assigned.

Supervisory Responsibilities

• Participates in supervisor on-call rotation for Summit Shelter
• Provides supervision to housing advocate, family services advocate, and program interns

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects; reach with hands and arms; step up and down; stoop, kneel, crouch; talk, hear and drive. The employee must occasionally lift and/or move up to 10 pounds.
• Work environment: This position will be in a facility with victims of domestic violence or sexual assault. In addition to interaction with the survivors, the employee may have interactions with families of these individuals, the assailants and law enforcement.

Position Type and Expected Hours of Work

• This is a full-time, exempt position.
• Monday-Friday 9a-5p Occasional evening and weekend work hours will be required to ensure accurate coverage for shelter as part of on-call rotation responsibilities
• Strong interpersonal and communication skills with the ability to connect with individuals from diverse backgrounds
• Empathy, compassion, and active listening skills are essential
• Knowledge of trauma-informed care practices and application
• Excellent organizational and time management abilities

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

EEO

Hope and Healing Survivor Resource Center (H&H) is an equal opportunity employer that is committed to diversity and inclusion in the workplace. H&H prohibits discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, gender identity, military status, national origin, disability, genetic information, pregnancy, ancestry, or any other protected characteristic as outlined by federal, state or local laws. Additionally, reasonable accommodations will be made (where appropriate) for religious practices or employees with disabilities. Employees who may require a reasonable accommodation should contact an agency Director or the CEO. This policy applies to all employment practices within H&H, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. H&H makes hiring decisions based solely on qualifications, merit and program needs at the time.