GENERAL SUMMARY
In keeping with the Mission Statement and Principles of Covenant House New Orleans, part of the Covenant House International network, this role is committed to giving youth experiencing homelessness a safe haven, absolute respect, unconditional love, and a path to lasting independence through programs and supportive services.
Youth Success Managers partner with youth serviced by the Care Center, Rights of Passage (ROP), and Maternal Pathways (MP) programs. Through consistent engagement, individualized Success Planning, coaching, advocacy, and independent living skill development, this position partners with youth to identify strengths, establish meaningful goals, and achieve positive outcomes that support long-term stability and self-sufficiency. The Youth Success Manager, Special Populations, collaborates with the Success Team and partners with youth receiving services who are experiencing significant barriers to stability and self-sufficiency. While serving all youth through a strengths-based, trauma-informed, and youth-centered approach, this position specializes in supporting vulnerable populations, including survivors of domestic violence, survivors of human trafficking and exploitation, youth experiencing substance dependency or recovery challenges, youth with disabilities, developmental differences, chronic medical conditions, or special healthcare needs, immigrant and refugee youth justice-involved and previously incarcerated youth, pregnant and parenting youth, and youth experiencing complex trauma and multiple system involvement .
The Youth Success Manager serves as a coach, advocate, and coordinator, partnering with youth to develop and achieve individualized goals through strengths based, trauma informed, and youth centered practices. Working collaboratively with CHNO staff, medical and behavioral health providers, and community partners, this role promotes youth voice, choice, and self determination while coordinating holistic supports that foster stability, well being, and long term independence.
CORE VALUES AND PRINCIPLES IN PRACTICE
Dignity
Model unconditional positive regard, empathy, respect, and nonjudgment in all interactions with youth, staff, service providers, and community partners. Promote an environment where every youth feels valued, respected, supported, and empowered regardless of their history, identity, circumstances, or experiences. Uphold the inherent worth and potential of every young person.
Collaboration
Work in partnership with youth, internal departments, and external providers to ensure coordinated, holistic care. Recognize that youth success is a shared responsibility and actively foster communication, teamwork, and collective problem solving to remove barriers and improve outcomes.
Trauma Informed Care
Embed safety, trustworthiness, choice, empowerment, and predictability into all interactions and services. Recognize the impact of trauma on development and behavior and respond with patience, compassion, and skill while promoting healing and resilience.
Youth Voice and Empowerment
Center youth autonomy, provide meaningful opportunities for input, and ensure services align with youth defined goals.
Accountability and Integrity
Demonstrate consistency, professionalism, transparency, and follow through in all work. Honor commitments, maintain accurate documentation, uphold confidentiality, and ensure compliance with agency standards while fostering personal accountability and responsibility among young people.
Independence and Growth
Support youth in developing the confidence, skills, knowledge, and connections necessary for lasting independence. Foster self advocacy, resilience, problem solving, leadership, and personal growth through intentional coaching and supportive engagement.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Youth Engagement, Caseload Management, and Success Planning
Manage an assigned caseload of residents participating in CHNO residential and transitional living programs through consistent relationship based engagement, advocacy, and support.
Build authentic, trusting relationships that promote resilience, self determination, accountability, personal growth, and successful goal attainment.
Conduct ongoing assessments and partner with youth to develop, implement, monitor, and update individualized, youth driven Success Plans that reflect their strengths, priorities, aspirations, and vision for the future.
Utilize strengths based coaching, motivational interviewing, positive youth development principles, and trauma informed practices to support engagement, informed decision making, and achievement of Success Plan goals.
Maintain regular contact with youth and provide direct supportive services including crisis intervention, safety planning, emotional support, resource coordination, and advocacy.
Assist youth in accessing housing, health care, education, employment, public benefits, childcare, vital documents, and other resources necessary to achieve stability and independence.
Empower youth to advocate for themselves, actively participate in decisions affecting their lives, build problem solving skills, overcome barriers, and utilize community resources while ensuring youth voice and choice remain central to service delivery and planning.
Life Skills Development, Coaching, and Empowerment
Oversee the delivery of youth engagement services including Success Plan implementation, progress monitoring, coaching, advocacy, crisis intervention, and goal achievement support.
Serve as a coach and accountability partner, utilizing strengths based and trauma informed practices to help youth identify strengths, overcome barriers, achieve individualized goals, and build confidence, resilience, self efficacy, and self determination.
Support youth in developing the knowledge, skills, and confidence necessary for long term independence through individualized coaching in financial literacy, budgeting, household management, communication, conflict resolution, self care, transportation, time management, healthy relationships, community integration, and other independent living skills.
Utilize everyday interactions and teachable moments to strengthen critical thinking, decision making, problem solving, self advocacy, leadership development, and personal growth.
Encourage youth participation in leadership, civic engagement, community involvement, peer leadership, and program development opportunities while helping them build healthy relationships and strengthen natural support networks.
Support youth in successfully transitioning from shelter and transitional living services to stable housing, education, employment, and long term independence.
Partner with Housing Navigation Success Specialists to address barriers to housing stability and reinforce the skills necessary to maintain housing and sustain success after program completion.
Collaborate with Career Engagement Specialists and Education and Employment Specialists to support youth participation in education, workforce development, credential attainment, career exploration, and employment activities while encouraging accountability and follow through on Success Plan goals.
Assist youth in identifying and achieving educational, employment, and career goals aligned with their strengths, interests, and aspirations and celebrate milestones and achievements along their pathway to success.
Assist youth in overcoming personal and systemic barriers that may impact educational persistence, credential attainment, or employment success.
Promote community integration, lasting connections, and supportive relationships that contribute to long term stability, well being, and independence.
Support youth in building critical thinking, decision making, problem solving, communication, and self advocacy skills.
Assist youth in accessing vital documents, public benefits, childcare, and other resources necessary to achieve stability and independence.
Collaboration and Holistic Care Coordination
Collaborate closely with CHNO program staff, medical and behavioral health providers, and community partners to ensure integrated support while ensuring youth defined goals remain at the center of planning and service delivery efforts.
Participate in multidisciplinary team meetings, Success Plan reviews, and case conferencing activities.
Ensure youth perspectives are represented and incorporated into service planning discussions and decision making processes.
Coordinate referrals and follow up activities across systems of care.
Build and maintain strong relationships with educational institutions, employers, workforce providers, health care organizations, landlords, and community partners.
Foster a culture of dignity, respect, inclusion, accountability, collaboration, and well being.
Specialized Services for Vulnerable Populations
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Serve as the lead Youth Success resource for youth experiencing complex barriers and high-acuity needs, including survivors of domestic violence and human trafficking, youth in recovery from substance use disorders, youth with disabilities or significant medical needs, immigrant and refugee youth, justice-involved youth, and pregnant or parenting youth.
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Provide specialized, trauma-informed, culturally responsive case management, advocacy, and support tailored to each youth's individual needs and circumstances.
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Conduct safety assessments, crisis intervention, risk mitigation, and individualized service planning to promote stability, healing, and long-term success.
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Coordinate with internal teams and community partners to connect youth to healthcare, behavioral health, legal services, survivor advocacy, disability supports, recovery services, immigration resources, reentry programs, childcare, and family support services.
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Advocate for equitable access to services, accommodations, resources, and opportunities while addressing barriers related to housing, education, employment, health, safety, and community integration.
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Support youth in achieving goals that promote well-being, self-sufficiency, family stability, community engagement, and long-term independence.
Program Development and Evaluation
Assist in the implementation of new programs or initiatives that address the evolving needs of youth experiencing homelessness.
Integrate culturally responsive and trauma informed practices into all aspects of engagement, coaching, and service coordination.
Documentation and Reporting
Maintain accurate, timely, and complete documentation of youth engagement, Success Plans, referrals, interventions, progress, and outcomes.
Ensure all documentation is completed in accordance with CHNO standards, program requirements, funding regulations, and agency expectations.
Enter and maintain information in HMIS, ETO, and other required databases.
Maintain confidential records and safeguard youth information.
Monitor progress toward individual and program success outcomes and adjust interventions accordingly.
Promote accountability, transparency, and data integrity in all recordkeeping activities.
Prepare reports and documentation as required by leadership, funders, and program operations.
Crisis Intervention and Support
Respond to crises, safety concerns, emotional distress, and behavioral challenges using trauma informed and CPI de escalation techniques.
Promote safety, dignity, and well being for youth and staff.
Collaborate with program staff, behavioral health staff, and community partners to address youth needs and coordinate appropriate interventions.
Develop safety and wellness plans with youth and respond to emergencies in accordance with agency policies and procedures.
Promote emotional, psychological, physical, and social well being through supportive engagement, advocacy, and resource coordination.
Youth Centered and Trauma Informed Approach
Model trauma informed care by fostering safe, supportive, and respectful interactions with youth, staff, and community partners.
Promote an environment where youth feel valued, empowered, and supported in achieving their goals while respecting their autonomy, privacy, and personal boundaries.
Recognize and respond appropriately to signs of trauma, distress, or challenging behaviors using calm, compassionate, and nonconfrontational de escalation techniques.
Support emotional safety, well being, and stability by maintaining a trauma informed approach in all youth engagement and intervention efforts.
Incident Reporting and Documentation
Document all critical incidents, including disruptions, safety concerns, and emergency situations, in a clear and timely manner.
Complete detailed reports on incidents and interventions, ensuring that information is accurately logged for future reference or review.
Follow up on incidents to ensure that appropriate actions are taken and that necessary resources are provided for youth or staff.
Maintain confidentiality and professionalism in all documentation and communication.
Emergency Response
Respond appropriately to emergency situations such as medical emergencies, fires, or physical altercations while maintaining a trauma sensitive approach.
Assist in the execution of emergency evacuation or lockdown protocols as needed.
Provide immediate support to staff or youth during crisis situations, ensuring that safety is prioritized and emotional support is available.
Staff Training and Support
QUALIFICATIONS
Education and Experience
Bachelor's degree in Social Work, Education, Psychology, Human Services, Counseling, or a related field or equivalent experience.
Two years of experience in youth homelessness services, case management, social services, youth services, or education preferred.
Strong understanding of trauma informed care and its application to working with youth who have experienced homelessness, abuse, or other forms of trauma.
Knowledge of youth development, crisis intervention, and behavioral management strategies.
Excellent communication skills and ability to engage youth, families, and staff in respectful dialogue.
Ability to work collaboratively with multidisciplinary teams, external partners, and community resources.
Experience with HMIS, ETO, and Microsoft Office Suite.
Strong organizational and time management skills with the ability to manage multiple priorities.
Ability to work with individuals from diverse backgrounds and provide culturally competent services.
Ability to work flexible hours including evenings and weekends.
Valid driver license required.
Skills and Abilities
Strong interpersonal and communication skills.
Ability to remain calm and composed in high pressure or emergency situations.
Strong conflict resolution and de escalation skills.
Ability to work independently and as part of a team.
Physical Requirements
Working Conditions
Full time position with shifts that may include evenings, weekends, and overnight hours.
Work in both indoor and outdoor environments including various weather conditions.
Exposure to potentially challenging situations involving youth with complex needs requiring patience, empathy, and professionalism.
Non traditional hours may be involved.
Some travel will be required primarily within the New Orleans metropolitan area.
Materials and Equipment
Typical office equipment including computer, telephone, copier, and printer.
