Manager, Diversion Services

Essential Duties and Responsibilities

• Ensure high-quality, compliant service delivery in the Centralized Intake & Diversion program by monitoring program performance, outcomes, and adherence to regulatory requirements.
• Identify gaps and implement strategic improvements to meet or exceed program goals.
• Provide leadership, coaching, and performance management to staff, fostering a culture of accountability, professional growth, and continuous learning.
• Ensure staff receive ongoing training in key service areas (e.g., homeless prevention and intervention, harm reduction, motivational interviewing).
• Lead recruitment and onboarding process for staff in collaboration with Human Resources.
• Train, onboard, and supervise staff including monitoring of assigned tasks and client interactions and ensuring staff follow protocols, policies, and procedures.
• Develop, implement, and maintain Standard Operating Procedures (SOPs), policies, and program guidelines to ensure consistency, compliance, and operational efficiency.
• Regularly review and update processes to reflect best practices, regulatory changes, and organizational priorities.
• Support execution of data collection, analysis, evaluation, and quality assurance and control measures (e.g., chart audits).
• Utilize metrics and analysis findings with leadership and staff to better meet client needs.
• Propose solutions and improvements as needed.
• Ensure documentation for direct services is completed according to contractual and funding requirements and program policies, ensuring timeliness and accuracy.
• Support preparation and submission of department reporting requirements.
• Communicate and collaborate with external partners including government staff, service providers, and others.
• Attend and actively engage in meetings, share expertise, and bring back information to strengthen, adjust service delivery.
• Serve as a subject matter expert, trainer, and administrator for eICM, HMIS and other tracking databases or platforms used.
• Represent department in regular HMIS and other meetings as required.
• Maintain knowledge and regular training around best practices in homeless prevention and intervention, housing supports, and knowledge of related populations.
• May require meeting with local providers doing similar work in other parts of the country.
• Provide coverage in the field, as needed, to support staff and active client caseloads, including but not limited to, client assessments and client visits in the community or in client’s home.

Qualifications

• Strong Personal Resilience and Mental Health: Given the high-stress nature of the role, it is essential that candidates possess a high level of personal resilience and maintain stable mental health.
• Education: Master’s degree in social work, human services, or related field or bachelor’s degree with equivalent years of experience. Licensure preferred.
• Experience: A minimum of 3 years of experience supervising and managing direct services staff required. A minimum of 5 years working in human or social services, knowledge of case management practices required. Knowledge of client populations required. Knowledge or use of electronic record systems required. Previous experience providing case management and staff training required. Preference given to supervisors who have managed remote teams or staff working across multiple locations.
• Skills: Strong interpersonal skills and ability to engage with staff, management and leadership, and external partners. Must be able to manage multiple tasks and priorities while working effectively as a team player. Must have strong communication, coordination, and organizational skills. Must be able to maintain confidentiality. Strong computer skills with proficiency in Microsoft Office Suite, specifically in Excel and data management and gathering platforms.
• Abilities: Effectively interact and work collaboratively in a flexible work environment with a variety of constituents including clients and family members or caretakers, interns, volunteers, paid staff, CEO, board members, and community partners. Ability to express ideas with clarity, confidence, and sensitivity. Must be able to maintain confidentiality involving clients in accordance with organizational and federal guidelines.