The Supportive Services Manager provides human services leadership for the daily operation of the Boston Living Center (“BLC”), ensuring the BLC features robust, trauma-informed social services programming, accessibly centralized resources, and a therapeutic milieu. Reporting to the Program Director, this position supervises all direct services personnel, shapes and implements dignified human services for vulnerable populations, and cultivates a safe, welcoming, trauma-informed, and relationship-centered environment where members can access services with dignity and respect.

The Supportive Services Manager serves as the primary human services leader of the daily member environment. Key roles include, but are not limited to, program management, oversight of service delivery, staff supervision, client engagement, crisis intervention, conflict mediation, documentation oversight, and staff development opportunities while maintaining an active presence in the milieu.

Location:

The Boston Living Center is a non-residential community center/resource program in Boston's Back Bay for individuals living with chronic health conditions (e.g. HIV/AIDS), substance use disorder, those experiencing homelessness, food insecurity and/or those at risk of experiencing street-based trauma. The BLC’s social service offerings encompass non-medical case management, transportation, psycho-social supports, housing, benefits navigation, health navigation, food security, and community-building resources.

Essential Functions:

• Act in accordance with Victory Programs, Inc.’s Standards of Excellence & Philosophy Care always including maintaining professional ethics, boundaries and client confidentiality and working from a strength based
• Exercise leadership, managing all facets of day-to-day service delivery and member engagement activities, while ensuring compliance with all contractual requirements
• Supervise, direct, train and evaluate direct service staff, including three (3) case managers and the Peer Recovery and Reentry Specialist
• Manage the development and implementation of social, clinical, and housing services, including the development of individualized service plans, case management, resource navigation, advocacy, and overall service delivery. Oversee the formulation of behavioral and social support plans
• Spearhead ongoing training and staff development, manage staff schedules, and facilitate appropriate resource allocation to ensure uninterrupted coverage, program delivery, and high quality services
• In coordination with HR, assist with training and staff development for all public health, housing, and human service professionals assigned to the BLC
• Oversee intake, determination of eligibility, new member orientation, and navigational assistance functions
• Manage the timely collection, accuracy and integrity of all data relating to member utilization of programs and services. Review and maintain accurate notes, program files, incident reports, and client files, in compliance with applicable requirements
• Devise and facilitate coordinated, inter-departmental and inter-agency referral systems, resulting in warm referrals and periodic follow-up to ensure service delivery. Convene and co-facilitate joint case conferencing and other mechanisms of coordination
• Support planning, curriculum development, and implementation of peer support groups, in accordance to evidence-based practice
• Design and coordinate culturally accessible community education, engagement, and outreach efforts.
• Employing trauma-informed practices, lead conflict resolution, client stabilization, and the coordination of complex cases, in conjunction with the Program Director.
• In conjunction with the Program Director, develop and institute policies, procedures, and best practices relative to human service delivery
• Collaborate on special events for members. Coordinate staffing support for all member activities including the meals program, social events and workshops
• Provide regular, individualized supervision of assigned staff. As assigned, provide periodic group supervision
• Receive direct supervision from the Program Director. If necessary, pursuant to licensure requirements, supplemental clinical supervision can be considered. 

Non-Essential Functions:

• As assigned, represent the organization in various community settings, including public meetings and community events.
• Attend weekly staff and team meetings, in-service training and agency workshops.
• Actively participate, as a representative of the agency, in program events, State House rallies, fundraising activities, and advocacy events.
• Perform any other duty or task that may be requested from time to time by your supervisor.

Required Qualifications:

• Masters in social work, human services, healthcare, or related fields
• Three (3) to four (4) years of experience designing, managing, and/or delivering a range of human, housing, benefits navigation, and/or healthcare services to high acuity populations
• Demonstrable experience exercising leadership, tactful communication, conflict resolution, and effective engagement techniques in dynamic settings, while promoting an inclusive environment for diverse populations
• Highly proficient in professional computer skills, including the use of Microsoft Word and Excel.
• Strong organizational, writing and communication skills
• Organized, proactive project and operational management capabilities
• Must be CPR certified (may be obtained upon hire)
• Completed TB screening (may be obtained upon hire)
• Three work related professional references; at least 2 from manager or supervisor.

Preferred Qualifications:

• Extensive Eligible for LCSW or LICSW licensure, or relevant human services license
• Two (2) years of supervisory experience
• Fluency in Spanish strongly preferred
• Knowledge and understanding HIV/AIDS, housing, the principles of harm reduction, public health best practices, and/or housing best practices
• Demonstrated ability to work successfully in multicultural settings with diverse client groups
• Experience working with diverse and disenfranchised populations in a community/milieu setting.

Position Type: Full Time (40 hours); This position is classified as an Exempt position 

Rate: $72,000 Annually 

At Victory Programs, we value a diverse workforce and strive to create welcoming, inclusive, and accessible environments for our employees and the individuals accessing services. We are committed to sustaining healthy and functioning communities that respect and celebrate diverse experiences, identities, cultures, and ideas.

For 50 years, Victory Programs has assisted individuals and families in crisis. Each year, thousands turn to us for shelter, sustenance, recovery, care, and compassionate professional support. Many of our clients struggle with homelessness, substance use, and mental health issues, and a significant number live with HIV/AIDS. Our dedicated team of over 350 staff members work across more than 25 programs to help people to develop and implement creative and safe solutions to the challenges they face.

Our benefits program includes a 75% employer contribution to health insurance and a 25% employer contribution to dental insurance, as well as 100% employer-paid disability and life insurance and a 401K match. Victory Programs offers a generous paid time-off package to all employees, which includes vacation, sick leave, personal time, and holidays. Upon hiring, all staff members are entitled to up to 4 personal days, 160 hours of sick leave, 10 holidays, and 3.5 weeks of vacation. These figures may vary based on full-time or part-time status, and vacation time increases with length of employment.