Manager of Support Services (Full-Time)

Covenant House California (CHC) is a nonprofit organization that provides sanctuary and support for youth overcoming homelessness, ages 18-24. CHC believes that no young person deserves to be homeless; that every young person in California deserves housing, food, clothing, education, and most importantly, to be loved. CHC provides a full continuum of services to meet the physical, emotional, educational, vocational, and spiritual well-being of young people.

CHC’s doors are open to youth and staff regardless of their race, religion, sexual orientation, gender identity, or gender expression. We believe that youth and team members deserve to be in an environment that is inclusive and affirming; where everyone is treated with dignity and respect and valued and appreciated for who they are. Maintaining a diverse community of youth and staff is key to our ability to achieve our mission most effectively. We are also committed to being a leader in advancing anti-racism, and to promoting opportunities for the free expression of the lived experiences of our youth and staff.

We are looking for people who, like us, believe that every young person deserves a place to belong. We think it takes all kinds of people to create diverse solutions to end youth homelessness and we are on a committed journey to build an inclusive and equitable work culture that brings out the best in everyone. In our Oakland location, which has been operating since 2005, we offer a full continuum of housing and support services to young people. Our program is continuing to grow and will be adding 20 new beds for young people over the next year.

As this position provides direct care to young people that are 18-24 years old, we require that applicants are at least 25 years old.

Covenant House California offers an excellent benefits package, (most benefits effective date of hire), including medical, vision, dental, an EAP program, 403b retirement account, and a generous vacation package.

POSITION SUMMARY

Covenant House California is seeking a dynamic and compassionate leader to serve as the Support Services Manager (SSM) at our Oakland site. This pivotal role ensures the delivery of high-quality, mission-aligned services to young adults (ages 18–24), supporting both shelter residents and young people in the community accessing services through our Wellness Center and Oakland and Hayward Access Point locations.

Reporting directly to the Director of Oakland Programs (DOP), the Support Services Manager oversees the daily operations of the Wellness Center, which offers a wide range of supportive services and serves as Alameda County’s Access Point for Youth. The SSM will lead a multidisciplinary team of nine staff members, including: three Coordinated Entry Specialists, one Peer Support Specialist, one CalAIM Housing Navigator, one Employment Specialist, and three Rapid Rehousing Case Managers

This role is critical to maintaining safe, effective, and contract-compliant service delivery strategies. The ideal candidate will bring both experience and passion to foster a collaborative, enriching environment for staff—one that holistically supports the diverse needs of the youth we serve.

ESSENTIAL DUTIES & RESPONSIBILITIES

Leadership & Team Management

1. The hiring, coordination, supervision, scheduling, coaching, evaluation, and training of Support Services team members who are responsible for ushering in a high standard of service delivery to qualified young adults in our Wellness Center spaces in Oakland and Hayward.
2. Assist in setting and coordinating weekly/monthly staff schedules to ensure appropriate coverage. This includes providing emergency back-up staff coverage as needed during staffing shortages or during crisis situations.
3. Facilitate staff team meetings for informational and training purposes in conjunction with the DOP and the Northern California Programs team.
4. Work collaboratively with site leadership and Human Resources on all talent management matters (e.g. on-boarding, performance issues, evaluations, and terminations as needed).
5. Monitor and review staff timesheets for appropriate timecard punches, punch edits must include notes/justification and never to off-set late/early arrivals or adjust for overtime, reviews and signs final time sheets for staff he/she supervises (or as needed/approved).
6. Assign and monitor staff responsibilities for any given shift, including but not limited to: file audits, quality assurance of service delivery for client meetings, update documents, and create staff schedules that resemble the availability of the young adults who we serve.
7. Participate as part of CHC’s Oakland’s site management team. Attend relevant meetings and trainings and collaborate on special projects aimed at strengthening integrated services model across the agency. This position will also participate in the in the regional “Admin On-Call” rotation.

Program Oversight & Delivery

1. Manage and coordinate direct care services provided to young people in the Coordinated Entry System, within the various residential programs, as well as the RRH living offsite.
2. Support and Monitor Safe Haven shelter and ROP census to ensure compliance with CHC open intake, restriction, discharge and re-entry policies and procedures. Ensure ongoing monitoring and carrying out of strategic plan goals for residential program are in alignment with the CHI program model expectations.
3. Authorize emergency shelter for youth, in conjunction with the DOP and program management team.
4. Provide crisis intervention to young people in the Wellness Center space, as well as the residential spaces. Support restorative justice practices, healing circles, mediations and community meetings, as appropriate.
5. Ensure opportunities for training and supportive supervision around trauma-informed care, harm reduction, relentless engagement, motivational interviewing, and other training priorities for engagement are working for the young adults we serve.
6. Participate in weekly case reviews, participate in Success Plan meetings/coordination, when applicable and ensure program model engagement amongst your team members.
7. Under the guidance of the DOP, the SSM will facilitate appropriate coordination meetings, interact with targeted stakeholders, arrange applicable workshops for staff, assist in the collection of documents that will assist in audits/monitoring and collaborate with internal teams.
8. Supervise and support the Employment Specialist in carrying out employment activities, workshops, partnerships, and overseeing the youth internship opportunities on campus.

Strategic Collaborations & Community Engagement

1. Engage with CHC Oakland’s Community Involvement Coordinator and Youth Advisory Board (YAB) to support monthly workshops, events, and in-kind donations.
2. Collaborate with DOP to work with Alameda County YAB Coordinator and to represent CHC in community Youth Homelessness Demonstration Program (YHDP) efforts to build referral networks, strengthen partnerships, and alleviate barriers to engagement.
3. Ensure that procedures necessary to effectively track and evaluate grant outcomes are developed and consistently implemented for Support Services and Wellness Center programs. Provide DOP and Program leadership with programmatic recommendations based on the analysis of outcome achievements.

Data, Reporting, & Complianc e

1. Ensure that procedures to effectively track and gather data for internal and external reports are developed and consistently implemented to accurately report upon grant outcomes by submission deadlines.
2. Assist in the management of annual budgets for the grants under DOP to ensure that resources are used effectively and efficiently. This includes petty cash reconciliation, bus passes, taxi vouchers, in-kind donations, etc. are tracked and accounted for on a monthly basis.
3. Work closely with Data/Quality Assurance to ensure data integrity in systems such as Efforts to Outcomes (ETO) and Homeless Management Information System (HMIS).

*Other Duties As Assigned.

JOB REQUIREMENTS

EDUCATION:

High School Diploma required. Associates or Bachelor’s degree in a human services-related field preferred.

EXPERIENCE:

Experience working with youth and young adults, preferably those that have experienced homelessness and/or trafficking. Demonstrated expertise in trauma-informed, culturally responsive practice and harm-reduction frameworks. Must have 2-3 years management/supervisory/coordination experience working within a residential setting, case management experience preferred.

KNOWLEDGE:

Knowledge of adolescent development, case management, and crisis intervention. Knowledge of HUD, RHY, and/or similar funding regulations. Knowledge of effective practices in workforce management and/or teaching/building job readiness skills is a plus.

SKILLS

Excellent leadership and interpersonal skills. Strong written and verbal communication skills, excellent organizational skills and computer skills (Word, Access, Excel, etc.). Ability to manage multiple priorities and meet deadlines in a timely manner. Experience working as a part of a team, while also demonstrating initiative and ability to work independently. Community partnership and collaboration experience preferred. Bilingual in Spanish a bonus.

TRANSPORTATION / TRAVEL:

Must have and maintain a valid California driver’s license and a good driving record and ability to drive CHC vehicles. Local travel to support client meetings and appointments. Occasional travel to other sites for training and/or support.

WORK CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. General business/office/shelter environment. Must be able to lift up to 40 lbs. on occasion, bend, sit, stand, or walk around the facility for prolonged periods of time. Some facilities may require regular use of stairs to access key program areas during walkabouts and while carrying our work tasks on an hourly basis at minimum. As we are open 24/7, Staff are required to work one weekend day, and holiday work may be required, staff may be asked to occasionally fill in on an overnight shift. If assigned to a regular or occasional overnight shift, staff are expected to be awake and alert. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may work occasionally in outside weather conditions. The noise level in the work environment is usually moderate to loud.

SUPERVISORY :

Provide direct supervision The position serves as direct supervisor to up to 10 positions. Support region-based on-call coverage rotation.

EQUIPMENT USED:

Computers (including email), handheld two-way radios (walkie talkies), telephones, and fax used on regular basis.