Director of Social Services

The Director of Social Services (DSS) provides executive leadership and full accountability for all social services, case management, housing services, resident engagement, and program compliance within a 24‑hour New York City Department of Homeless Services (DHS) shelter. The DSS oversees trauma‑informed, culturally responsive, resident‑centered services and ensures compliance with NYC DHS, HRA, OTDA, and Cherokee Federal policies.

Responsibilities

• Leadership: Provide strategic direction, supervise Community Associate Supervisors, Housing Specialists, Recreational Specialists, Case Managers, and other staff; conduct coaching, performance evaluations, corrective action, professional development, and succession planning; foster a culture of accountability, collaboration, and resident‑centered service delivery; build interdisciplinary partnerships with Operations, Security, Facilities, Administration, and external providers.
• Program Management: Oversee intake, psychosocial assessments, Independent Living Plans (ILPs), progress notes, referrals, case conferences, housing and discharge planning, and after‑care; ensure timely, comprehensive services meeting DHS standards; monitor staff caseload distribution and workload.
• Performance Management: Develop and monitor key performance indicators (ILP completion, assessment timeliness, documentation compliance, housing placements, subsidy outcomes, client engagement, length of stay, recidivism, audit findings, staff productivity); create corrective action plans when indicators fall below expectations.
• Housing Services: Direct housing placement initiatives and permanent housing strategies; supervise Housing Specialists; ensure accurate, timely housing packages; manage CityFHEPS, supportive housing, NYCHA, HPD, SOTA, and other subsidy applications; cultivate relationships with brokers, landlords, HRA, HPD, and community partners.
• Documentation & Quality Assurance: Ensure all documentation meets DHS, HRA, OTDA, and agency standards; conduct chart audits of ILPs, assessments, progress notes, referrals, housing packages, CARES, and case records; develop quality‑improvement initiatives; monitor documentation timeliness and accuracy.
• Community Partnerships: Develop collaborative relationships with DHS, HRA, ACS, DOE, OMH, OASAS, hospitals, behavioral health providers, immigration and legal services, community‑based organizations, workforce development programs, housing providers, faith‑based groups, and other partners.
• Incident Management / Follow‑up: Document and manage social‑service incidents per DHS guidelines; coordinate follow‑up with the DHS Serious Incident Unit; ensure investigations, resident follow‑up, and corrective actions are completed; participate in interdisciplinary incident reviews and quality‑improvement initiatives.
• Staff Development: Mentor emerging leaders; develop training plans to improve documentation quality, housing outcomes, resident engagement, and regulatory compliance; provide ongoing training in trauma‑informed care, motivational interviewing, crisis intervention, housing systems, documentation standards, and DHS policy updates.
• Meetings: Lead or participate in case conferences, housing meetings, clinical supervision, leadership meetings, DHS meetings, interdisciplinary meetings, resident case reviews, quality‑assurance meetings, and community provider meetings.
• On‑Call & Emergency Support: Participate in shelter leadership on‑call rotation; provide after‑hours consultation, incident response, operational decision‑making, and emergency support as assigned.
• Supervisory / Management Authority: Directly supervise Community Associate Supervisors, Housing Specialists, Recreational Specialists, Case Managers, interns, and volunteers; handle recruitment, onboarding, scheduling, coaching, performance evaluation, corrective action, and separation recommendations in collaboration with HR and the Site Director.
• Other duties as assigned.

Basic Qualifications

• Extensive knowledge of NYC DHS shelter operations.
• Strong knowledge of HRA housing subsidy programs, supportive housing, and permanent housing placement strategies.
• Working knowledge of OTDA regulations.
• Understanding of Independent Living Plans, psychosocial assessments, housing planning, and case‑management best practices.
• Advanced working knowledge of CARES, HOME, CAPS/CAPCAP, and related shelter management systems.
• Strong understanding of trauma‑informed care, crisis intervention, motivational interviewing, and strengths‑based case management.
• Exceptional leadership, coaching, accountability, and performance‑management skills.
• Ability to analyze performance data, identify trends, implement corrective actions, and achieve measurable outcomes.
• Excellent written, verbal, and presentation skills.
• Strong organizational and project‑management abilities.
• Proficiency with Microsoft Office Suite and shelter management systems.
• CPR/First Aid, Mandated Reporter, Naloxone, and other required certifications obtained within program‑established timelines.

Preferred Qualifications

• Bilingual English/Spanish.
• Master’s degree in Social Work (MSW) or related Human Services field.
• Experience with quality assurance, chart auditing, regulatory compliance, and performance‑improvement initiatives.

Education & Experience

• Bachelor’s degree in Social Work, Human Services, Psychology, Counseling, Public Administration, Sociology, or related field (required).
• Minimum five (5) years of progressively responsible experience in homeless services, emergency shelter, supportive housing, residential services, or human services.
• Minimum three (3) years of supervisory or management experience overseeing social‑service professionals.
• Demonstrated experience working within the NYC Department of Homeless Services shelter system.
• Demonstrated experience with HRA housing subsidy programs and supportive housing.

Compensation & Benefits

Starting Salary Range: $85,000

• Up to 6% 401(k) company match.
• Paid time off and paid holidays.
• Medical, dental, vision, and prescription drug coverage.
• Basic life and AD&D insurance with supplemental life options.
• Short‑term and long‑term disability coverage.
• Employee Assistance Program (EAP).
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Professional development, training, and certification support.
• Voluntary benefits including accident, critical illness, and identity theft protection.