Supportive Housing Manager in New Britain, Connecticut at Friendship Service Center Inc

Job Purpose: The Supportive Housing Services Manager oversees site-based and scattered-site supportive housing programs as well as rapid rehousing programs, ensuring participants achieve housing stability and increased self-sufficiency through high-quality, person-centered services. This role supervises Supportive Housing and Rapid Rehousing Specialists, supporting staff development; ensuring high-quality, best-practices-driven services; monitoring data quality and contract compliance; and collaborates across systems to strengthen FSC’s housing-focused efforts.

Duties and Responsibilities:

• Instill the mission of FSC in daily work: “Our work is love made visible.”
• Supervise, support, and conduct on-going performance evaluations for Supportive Housing and Rapid Rehousing Specialists across multiple residential settings to ensure staff are meeting expectations;
• Oversee daily operations of FSC’s supportive housing and rapid rehousing programs, ensuring high-quality service delivery, accurate documentation, and participant-centered approaches;
• Reinforce housing stabilization best practices, including Critical Time Intervention (CTI), harm reduction, and Housing First practices;
• Provide reflective supervision, coaching, and crisis support to staff, rapidly addressing client grievances, team dynamics, and operational challenges as necessary;
• Support cross-sector meetings with FSC Facilities, FSC Supportive Housing, and external Property Management teams to ensure solution-focused and expedient resolution to issues is in place;
• Monitor and audit case documentation for accuracy and completeness in Homeless Management Information System (HMIS), ensuring data, services, assessments, and case notes are entered within 48 hours and meets funder and agency standards;
• Collaborate with the Compliance & Grant Impact team to ensure program fidelity, data quality, and timely grant reporting to funders
• Develop and oversee workflow procedures to support housing search, landlord engagement, lease-up processes, and housing retention;
• Monitor staff caseloads and ensure compliance with funder requirements for service frequency, goal planning, and outcome tracking;
• Attend and represent FSC in Coordinated Access Network (CAN) and community partner meetings, serving as program liaison to probation officers, shelter providers, and housing resource teams;
• Coordinate internal and external referrals and ensure strong partnerships with behavioral health, employment, and benefits programs;
• Support hiring, onboarding, and training of new staff;
• Foster a team culture rooted in accountability, mutual support, and a commitment to social justice and excellence;
• Attend agency meetings, training, and community events as appropriate or required.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice at the discretion of the employer.

Qualifications/Requirements: To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Bachelor’s degree in Human Services/Social Work required.
• At least two years of experience in a social services leadership/management position that required supervision of people and contracts required;
• At least three years of experiencing working within a supportive housing program required;
• Proficient use of Word, Excel, PowerPoint, and other databases designed to promote productivity and organization in the workplace; excellent oral and written communication skills, including computer proficiency and knowledge of email applications.
• Bilingual English/Spanish, and HMIS experience preferred.
• Experience working with diverse populations preferred, with a solid understanding of mental health, substance use, and trauma. Belief in harm reduction and housing first is required.

Essential Skills, Qualifications and Requirements:

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

• Community: Staff is a dependable team player within their department, across departments, and with community colleagues (when appropriate); consistently at work and on time, reports to all scheduled shifts; follows instructions, responds to management direction; staff's communication style invites collaboration;
• Initiative: Staff is proactive in identifying and resolving issues, versus leaving them for someone else; staff is solution-focused, and takes pride in their work; able to oversee day-to-day operations of self and a team, staying ahead of deadlines and maintaining productive time-keeping for self and others; solicits feedback to improve personal performance, and completes tasks in a timely and accurate manner;
• Accountability: Staff acts with integrity and practices ethical decision-making; takes responsibility for mistakes instead of making excuses, and uses challenging experiences as opportunities to improve; able to navigate hard conversations with staff, participants, and peers with respect;
• Creativity: Staff is flexible, and engages in outside-of-the-box thinking to ensure work is completed and good decisions are made; open, accountable, and able to work with individuals from various backgrounds and at different skill levels; able to multitask and manage crises;

Physical Requirements: The physical requirements described below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• The ability to safely operate a motor vehicle to transport oneself, others and program supplies as necessary. Employees must maintain auto insurance minimum limits as follows – 1) single liability limits of $100,000 Bodily Injury Per Person / $300,000 Bodily Injury Per Accident / $50,000 Property Damage OR Combined Single Liability Limit of $300,000 (this combines the bodily injury and property damage into one limit per claim) and annually provide a declarations page to the Human Resources department.
• The physical ability to travel to assigned locations, stand, stoop, bend, reach, pull, push, lift, grasp, climb, talk, see, hear and perform basic and light home maintenance activities, and operate office equipment.
• The physical ability to move and lift light objects up to 30 pounds such as mail, supplies, files, and equipment.
• The ability to operate office equipment requiring continuous or repetitive hand/arm movements.
• The ability to remain in a sitting position for extended periods of time.