Program Manager of Supervised Visitation in Rochester, New York at The Society for the Protection and Care of Children (SPCC)

JOB SUMMARY: Are you a strategic, people-centered leader who is passionate about supporting children and families and building strong, accountable teams? SPCC is seeking an Supervised Visitation Program Manager to provide strategic leadership and direction for our Supervised Visitation Program. This role is responsible for setting program priorities and standards, ensuring high-quality and safe services, and maintaining accountability for program outcomes, contract compliance, budget, staffing, service quality, and risk management. The Program Manager supervises the Assistant Manager of Operations and Training and three SVP Program Supervisors, providing clear expectations, thoughtful delegation, consistent accountability, and reflective supervision. Working closely with agency leadership and community partners, this position uses data, best practices, and family-centered approaches to strengthen services and ensure the SVP program continues to meet the needs of children and families. Hours for this position are 9:00 am – 5:00 pm, with a minimum of one scheduled day per week through the Visitation Center’s 7:30 pm closing time and additional evening or weekend availability as program needs require.

RESPONSIBILITIES INCLUDE:

• Provide strategic direction and leadership for SVP programming, translating agency, contract, and program priorities into measurable goals, timelines, and accountability structures.
• Establish and maintain best-practice standards for services to children and families and foster a healthy, reflective, equitable, and psychologically safe team culture grounded in SPCC’s Mission, Values, Family-Centered Care, Trauma-Informed Care, and Humanity-Centered Care.
• Hold final accountability for SVP service quality, utilization, outcomes, safety, contract performance, and compliance with agency policies and applicable legal, ethical, county, state, and funder requirements.
• Establish clear decision-making authority, delegation, escalation pathways, and accountability across SVP leadership, ensuring concerns, competing priorities, and significant personnel, legal, contractual, safety, policy, or fiscal matters are addressed promptly.
• Set performance expectations and hold leaders accountable for follow-through, staff development, performance management, and sustained improvement, in consultation with the Director and Human Resources as appropriate.
• Develop and oversee the SVP budget, including spending, projections, staffing allocations, fiscal risks, expenses, reconciliations, and corrective actions, while ensuring shared Visitation Center costs are allocated transparently and equitably.
• Oversee SVP data, outcomes, and reporting, using utilization, access, waitlists, cancellations, timeliness, quality, family experience, staff capacity, and other relevant indicators to identify priorities and evaluate program impact.
• Ensure accurate and timely internal, funder, county, and state reporting by reviewing source data, resolving material discrepancies, approving submissions, and monitoring corrective action.
• Supervise, coach, and support the Assistant Manager of Operations and Training and three SVP Program Supervisors through consistent administrative, practice-based, reflective, and Humanity-Centered Care supervision.
• Set SVP workforce and leadership-coverage priorities, including hiring, significant role transitions, workload expectations, scheduling, staff development, and succession or coverage planning.
• Hold the Assistant Manager of Operations and Training accountable for daily Visitation Center operations, assigned shared services, foundational training, and timely escalation of significant concerns.
• Establish shared Visitation Center operational standards, decision-making authority, spending limits, and escalation requirements, and resolve or escalate cross-program issues with the TVP Program Manager.
• Serve as the primary accountable SVP liaison to funders, county and state representatives, and key community partners, including responsibility for higher-level communication, compliance commitments, corrective plans, and programmatic follow-through.
• Build and maintain strategic community and cross-program relationships and address systemic barriers affecting access, responsiveness, safety, or outcomes for children and families.
• Review program and operational performance, identify emerging risks and opportunities, make timely decisions, and ensure approved improvements and corrective actions are implemented and sustained.

COMPETENCIES/SKILLS:

• Demonstrated ability to lead through clear expectations, appropriate delegation, timely decisions, consistent follow-through, and equitable accountability.
• Ability to respond to crises, high-profile cases, change, and competing demands in an emotionally regulated, decisive, and compassionate manner that supports safety, dignity, and well-being.
• Ability to build psychological safety, receive feedback without defensiveness, address conflict and relational rupture, and support repair while maintaining performance expectations.
• Strong organizational, analytical, fiscal, verbal, and written communication skills, including the ability to interpret information and translate it into clear responsibilities, timelines, decisions, and measurable action.
• Knowledge of and ability to apply evidence-based and best-practice approaches relevant to supervised visitation, including relationship-based, trauma-informed, family-systems, reflective, intimate-partner-violence, child-development, and anti-racist practices.
• Exemplifies a demonstrated commitment to humanity centered care work and delivering services within a trauma-informed and equitable lens.
• Proficiency with Microsoft Office and cloud-based case management, scheduling, data, and reporting systems.

EDUCATION AND EXPERIENCE:

• A bachelor’s degree in human services, social work, public administration, or a related field is preferred. A combination of relevant education, professional experience, leadership experience, and demonstrated competencies may be considered in lieu of a degree.
• At least five years of program supervision and people-management experience in human services, preferably in a nonprofit setting, with demonstrated success developing teams and holding staff accountable for performance.
• At least three years of experience working with families involved with child welfare and knowledge of child development, safety and risk, family violence, trauma, racial inequities, and distressed family systems.

WORKING AT SPCC: SPCC is committed to providing a trauma-informed, supportive, and inclusive work environment. We value flexibility, professional growth, and reflective supervision. Our team is passionate about equity, justice, and meaningful relationships. Join us in creating a lasting impact on the lives of families in our community.

Candidate must successfully complete all required background checks and clearances and possess a valid NYS driver’s license with required insurance.

This position is benefits eligible.

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