Program Coordinator

About the role

Lenox Hill Neighborhood House’s Women’s Mental Health Shelter is a 24-hour program serving 80 homeless women, aged 45 and over, with histories of mental illness. The Program Coordinator will join a multi-disciplinary team—including social workers, mental health clinicians, nurses, psychiatric providers, peer advocates, and program assistants—to support clients’ transition from homelessness to permanent housing. Reporting to the Assistant Program Director, the Coordinator will ensure a safe, supportive environment and high-quality care across all shelter operations.

Responsibilities

• Serve as shift lead, providing direction, supervision, and performance management for operational staff
• Lead during shifts by de-escalating crises and conflicts, implementing problem-solving and conflict resolution interventions
• Coordinate day-to-day operations, including programming, client care services, rounds, meal service, front desk, customer service, laundry and linen services, and other shelter operations
• Monitor access control systems and coordinate activities among Program Assistants, contracted security and maintenance staff, clinical teams, and clients
• Oversee client intake, including coordinating intakes with Program Assistants, ensuring orientations, identifying priority concerns, and connecting clients to supports
• Provide excellent customer service to clients, respond to questions and concerns, encourage independence in daily living tasks, and address issues during the shift
• Ensure compliance with agency policies, government regulations, funder requirements, and program protocols; identify and address operational concerns
• Maintain accurate documentation: client records, incident reports, shift logs, bed checks, medication and valuables tracking, client belongings records, vacancy reporting, and other operational records
• Enter and manage client and program data in DHS CARES and other reporting systems, ensuring accuracy and compliance
• Lead incident reporting by responding to complaints, emergencies, and critical incidents; collect and analyze information; document findings; communicate outcomes to stakeholders
• Monitor client and staff safety, ensure safety procedures are followed, maintain security equipment inventories, and oversee secure storage of client valuables and medications; coordinate locker searches and room inspections
• Facilitate communication across shifts and departments through logs, reports, meetings, and collaboration with Food Services, Facilities, Social Services, Security, and other partners
• Review and approve staff timesheets and participate in an on-call rotation with leadership staff as assigned

Qualifications

• Bachelor’s degree and relevant experience in homelessness services, behavioral health, substance use, or residential support required
• Experience working in a shelter or similar setting and at least one year of supervisory experience required
• Strong communication, documentation, computer, and organizational skills
• CPR, First Aid, and Fire Safety certification required or willingness to obtain upon hire
• Available to work day, evening, or overnight shifts, including weekends and holidays

Benefits

• Comprehensive health insurance choices for staff and their families
• Extensive paid time off – 25 days’ vacation and discretionary time; 13 holidays; and substantial sick time
• Matching contributions to Retirement Plan
• Paid parental leave policy for all staff
• Professional Development Opportunities – conferences, trainings, lectures and more
• Free Life Insurance – 3x annual salary
• Pre-tax Flexible Spending Accounts for Medical, Dependent Care and Parking/Mass Transit
• Supplemental Insurance Coverage (Accident, Hospital and Critical Illness)
• Monthly Film and Dinner nights, bowling parties, Mets and Yankee games, cruises, food trucks, holiday parties, parties on two Green Roofs, Valentine’s Day chocolate event and ice cream socials
• State-of-the-Art Fitness Center, Gym and Swimming Pool with free fitness classes for staff
• PSLF (Public Service Loan Forgiveness) Eligible Employer

Pay

$70,000 annually