Director of Residential Services

Organization Overview

Founded in 2017, Covenant House Illinois (CHIL) provides critical protection and resources for youth ages 18-24 experiencing homelessness throughout Chicagoland and across Illinois. To date, CHIL has served nearly 2,000 young people, administering tailored, wraparound services, including interim and transitional shelter, workforce and education programming, clinical case management, life-skills training, and more to help youth permanently escape the cycle of homelessness. CHIL's programs and services are youth affirming, supportive, and rooted in harm reduction and trauma-sensitive care. With a newly renovated campus on Chicago’s west side and a recently enacted three-year strategic plan outlining a comprehensive vision of program expansion and service innovation, CHIL is uniquely positioned to meet the emerging needs of young people experiencing housing instability and provide the resources and care they need to achieve sustainable independence. 

Position Summary

In keeping with the Mission Statement and Principles of Covenant House, part of the Covenant House International network is committed to giving homeless youth a safe haven, absolute respect, unconditional love, and a path to lasting independence through housing programs and providing a continuum of care through supportive services. The Director of Residential Services is responsible for overseeing the operation, development, and growth of CHIL Residential Programs, from Interim Housing to Rights of Passage (ROP) programs, and plays a key role in ensuring the success of the Youth Development Center through staffing support and engagement. This position ensures high quality of service through direct supervision, management and program development. Additionally, the Director plays a key role in new hire onboarding, ensuring staff are effectively trained on the program model and trauma-informed care principles. In coordination with the Director of Clinical and Supportive Services, the Director of Residential Services works with supervisors, managers, coordinators, Youth Engagement Specialists and community partners to provide comprehensive services to youth while ensuring implementation of agency philosophy, policy, and procedures. The Director is an on-site supervisor, delegating shift responsibilities to program staff, and therefore must exercise independent and sound judgment regarding youth and facility safety.

Essential Duties and Responsibilities

Key Responsibilities: (Covenant House Illinois reserves the right to unilaterally modify, remove, or add to any of the following)

1. Mission and Standards of Procedure:

• Uphold Covenant House Illinois’ standards of conduct, policies and procedures at all times.
• Upholds CHIL's commitment to centering youth voice in program development and promoting diversity, equity, and inclusion in every aspect of our work.
• Promote a safe and healing environment by utilizing the principles and practices of trauma-informed care, harm reduction and positive youth development in all aspects of work and youth engagement, including crisis prevention, intervention, and de-escalation.
• Ensure the highest quality delivery of services to youth in accordance with the Covenant House of Illinois Principles, Mission and Core Values.
• Initiate and maintain positive, professional, and mentoring relationships with youth and staff.

2. Program Oversight and Management:

• Oversee the day-to-day operations of the Rights of Passage and Interim Housing Programs, and YDC ensuring effective delivery of services to youth experiencing homelessness and promoting their successful transition to stable housing.
• Oversee maintenance of the physical space to include cleanliness, safety, emergency situations, report any maintenance needs, and ensure compliance with CHI Child Protection, licensing, and/or OSHA Standards.

• Ensure the implementation of daily meaningful activities, in coordination with the Director of Clinical and Supportive Services, which will include life skills and recreational groups.
• Supervise and support staff across various housing programs, including YDC staffing support, Interim Housing, and ROP, to ensure high-quality, youth-centered care.
• Oversee the organization and dissemination of the residential services calendar.
• Develop and implement policies and procedures for residential programs, ensuring alignment with best practices in trauma-informed care.
• Ensure the programs meet all applicable local, state, and federal regulations, as well as funding requirements, including timely reporting and compliance.
• Oversee youth medications logs to ensure compliance
• Ensure completion and submission of all required daily, bi-weekly, monthly, quarterly and annual reports as assigned and scheduled by direct supervisor.

3. Data Management and System Administration:

• Oversee the day-to-day operations of the Interim, ROP, and staffing support of the YDC, to ensure effective delivery of services to youth experiencing homelessness and promoting their successful transition to stable housing.
• Supervise and support staff across various housing programs, including Interim and ROP ensuring high-quality, youth-centered care.
• Develop and implement policies and procedures for all CHIL youth programs, ensuring alignment with best practices in trauma-informed care.
• Ensure the programs meet all applicable local, state, and federal regulations, as well as funding requirements, including timely reporting and compliance.
• Monitor and ensure data is entered and reported in all required systems, including Efforts to Outcomes, Homeless Management Information System (HMIS) and other city/state/federal data entry systems as needed.   

4. Program Development:

• In conjunction with the CPO, oversee the development and implementation of Residential Services.
• Coordinate service delivery with all shift supervisors, program coordinator, Youth Engagement Specialists, Youth Engagement Leads and agency partners.
• Manage all daily activities of the Residential and ROP (Rights of Passage) Program and support staffing assignments and engagement of YDC such as assigning staff to their daily shift assignments to ensure the needs and activities for youth participants are met.
• Monitor program supplies and usage to coordinate refurbishing supplies per agency practice.
• Build effective program activities to promote youth success, learning and skill development
• Supervise completion and approval of incident reports including critical incidents per Child Protection Policy and Procedures.
• Provide and ensure effective communication with youth engagement specialists regarding youth interactions, progress towards case plan goals, and concerns that are relevant to providing care.

5. Collaboration and Community Engagement:

1. • Build and maintain strong partnerships with community organizations, service providers, and other stakeholders to enhance the resources and support available to program participants.
   • Collaborate with external agencies to facilitate housing placement, employment, education, and mental health services for youth.
   • Actively participate in local, regional, and national meetings and events related to youth homelessness, advocating for the program and promoting its mission and impact.

6. Program Evaluation and Continuous Improvement:

1. • Regularly assess the effectiveness of the youth programs and associated housing programs through data analysis, participant feedback, and staff input.
   • Identify programmatic needs and areas for improvement, developing strategies to enhance service delivery and youth outcomes.
   • Lead continuous quality improvement efforts to ensure programs are achieving desired results and remaining responsive to the evolving needs of homeless youth.

7. Leadership and Supervisory:

• Provide weekly supervision of direct reports.   
• Participate in annual performance evaluations
• In conjunction with the HR Manager, assist with new hire orientation and identify ongoing staff training
• Coordinate and facilitate weekly staff meetings as needed
• Attend department Management meetings and ensure dissemination of all information to staff within the area of responsibility. 
• Inform the Chief Program Officer of all unusual situations or incidents affecting youth safety/security and program operation.
• Develop and communicate employee, payroll and time sheet approval and submission.
• All other duties as assigned.

8. Grant Compliance and Reporting:

• Oversee the compliance of all grant funded programs, ensuring adherence to grant requirements, timelines, and regulations.
• Prepare and participate in, along with CPO, providing required reports and documents
• Participate in grant compliance audits and site visits, assisting with documentation and responding to audit inquiries.
• Maintain a comprehensive understanding of grant terms, conditions, and deliverables to ensure that all services and operations are aligned with funder expectations.

9. Grant Management:

• Work with leadership to ensure that grant-related activities are being executed as planned and within the scope of approved budgets.
• Collaborate with team members to ensure that grant goals and objectives are met and reported accurately to funders.

10. Budget Management:

• Monitor and track program expenditures in alignment with grant budgets, ensuring that spending remains within approved limits.
• Work closely with finance and leadership teams to manage budget forecasting and adjustments as needed.
• Prepare personal work expense reports to ensure that funds are being used efficiently and effectively to support the CHIL’s operations.

11. Crisis Management and Support:

• Provide support and guidance to staff in addressing crises involving youth, ensuring the immediate safety and well-being of all individuals involved.
• Develop and implement emergency protocols and crisis intervention plans to address urgent situations.

12. Program Model Training

• Ensure that all staff understand and are proficient in CHI’s Program Model work, which is designed to provide holistic, youth-centered care through a trauma-informed approach.
• Facilitate/Support training sessions on the core components of the program model, including case management practices, youth empowerment, conflict resolution, and engagement techniques.
• Work closely with staff to ensure that the program model is consistently integrated into everyday practices and that staff are confident in applying it in their work with youth.

13. Professional Development:

• Encourage and facilitate professional growth opportunities for staff and practicum students, including attending relevant conferences, workshops, and training programs.
• Develop continuous learning and skill development for program staff in areas of competencies aligned with role and function.

14. Self-Care and Professional Development:

1. • Engage in regular self-care practices to manage the emotional demands of the role.
   • Participate in ongoing training, workshops, and professional development opportunities to stay informed about best practices in trauma-informed care and human trafficking prevention.

15. New Hire Onboarding and Staff Development:

1. • In conjunction with the HR Manager, conduct interviewing, hiring, performance management/supervision,and annual reviews for assigned.
   • Lead the onboarding training process for new hires, ensuring they are equipped with the knowledge and skills to implement the program model and trauma-informed care practices.
   • Provide ongoing staff training on best practices for working with youth experiencing homelessness, including housing-first principles, case management, de-escalation, and crisis intervention.
   • Promote a culture of professional growth by offering continued development opportunities and regular performance feedback to staff.

Qualifications:

Education & Experience:

• Bachelor’s degree in Social Work, Psychology, Nonprofit Management, or a related field (Master’s degree preferred).
• 10+ years of progressive experience in working with homeless and/or youth populations, preferably in a residential setting is preferred.
• Experience in a supervisory capacity providing direct supervision and evaluation of staff.  Deep understanding and commitment to trauma-informed care principles and best practices in working with youth experiencing homelessness.
• Proven experience in managing data systems such as Efforts to Outcomes (ETO) and Homeless Management Information System (HMIS), with knowledge of data tracking, reporting, and compliance standards.
• Experience in staff supervision, training, and professional development, including the onboarding of new hires.
• Strong leadership, organizational, and interpersonal skills, with the ability to manage multiple projects and priorities in a fast-paced, dynamic environment.
• Knowledge of community resources, housing-first principles, and best practices in youth homelessness services.

Skills & Abilities:

• Understand and comply with all agency policies and procedures.
• Understand and support the implementation of Trauma Informed Care, Harm Reduction, and Positive Youth Development.
• Have knowledge and experience working with the LGBTQIA+ population
• Knowledge of community social service resources to assist youth with needs related to housing, employment, education, and social-emotional well-being.
• Knowledge of crisis intervention and ability to address conflict between youth; able to respond quickly and safely while calmly de-escalating the crisis situations and emergencies.
• Ability to maintain confidential information while complying with requirements of mandated reporting, HIPAA, and other limits to confidentiality.
• Willingness to utilize training opportunities in support of personal and professional growth, competence development, and to increase overall capacity to serve youth every day.
• Ability to work collaboratively across departments to ensure integrated care for youth.
• Strong organizational abilities and level of responsibility conducive to ensuring team and youth safety, keeping supplies inventoried and stocked, and tracking and reporting on grant-funded activities.
• Willingness to advocate for the rights of all youth passionately and actively to be valued, supported, and housed.
• Excellent communication and interpersonal skills, with the ability to build trust and rapport with youth, staff, and external partners.
• Computer literate with experience in Microsoft Office programs.
• CPR/First Aid Certification, or willingness and ability to obtain certification.
• Ability to pass federal, state, and local background check investigations.
• Willingness and ability to work outside of normal business hours as well as Holidays and weekends as needed.

Working Conditions

This position requires the employee to work onsite in our office facility. Potential exposure to challenging behavioral situations or high-stress environments, requiring the ability to maintain composure and apply trauma-informed practices. While performing the duties of this job, the employee is regularly required to verbally communicate, listen, stand for moderate periods of time, walk, and lift up to 50 pounds, occasionally driving a minivan. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.