Position Description:
WHAT YOU'LL DO
The Residential Services Program Manager partners with the Residential Services Director in leading a dedicated team of survivor-focused advocates in managing the agency’s emergency shelter. The shelter serves individuals and families facing homelessness due to domestic violence and other intersecting forms of abuse, providing them with trauma-informed, client-centered care. The Program Manager is responsible for overseeing facility operations and ensuring the daily implementation of comprehensive case management services. This includes supporting clients in developing individualized service plans and ensuring all services are consistent with the agency’s mission and values.
WHO WE ARE AND WHAT WE DO
Founded in 1986, Fearless! Hudson Valley has evolved from a grassroots initiative into a leading organization supporting survivors and advancing systemic change across Orange and Sullivan Counties, NY. Our work is grounded in building an informed, just, and accountable society where all people can experience safe, supportive relationships free from abuse, exploitation, and oppression. We advance this mission through education, prevention, advocacy, and comprehensive services—including shelter—for individuals impacted by interpersonal violence, human trafficking, sexual violence, and other forms of victimization.
WHAT IT TAKES TO SUCCEED IN THIS ROLE
This role operates in a fast-paced, crisis-oriented environment where competing demands are the norm. Success requires strong leadership, sound judgment, adaptability, and a grounded, trauma-informed approach to supporting youth, families, and staff. The following reflects the skills, attributes, and leadership approaches that support success in this role:
Adaptability & Continuous Growth
- Demonstrate resilience, adaptability, self-awareness, and commitment to continuous learning, reflective practice, and professional growth to strengthen leadership and service delivery.
Mission Alignment & Commitment to the Work
- Approach the work through a mission-driven, anti-oppressive, and survivor-centered lens that supports advocacy, equity, empowerment, and culturally responsive services
Client-Centered & Culturally Responsive Practice
- Lead with empathy and respect, prioritizing the autonomy, dignity, and needs of clients.
- Engage effectively across diverse backgrounds, applying culturally responsive and inclusive practices.
- Identify barriers to service and take initiative to problem-solve in support of client access and success.
Collaboration & Communication
- Build trusting, respectful relationships with staff, clients, caregivers, community partners, and systems stakeholders while communicating thoughtfully and effectively across diverse audiences and situations.
Judgment, Accountability & Professional Boundaries
- Apply strong, timely leadership judgment and well-reasoned decisions, maintain professional boundaries and confidentiality, and navigate complex individual, team, and crisis-related situations with integrity and accountability, especially in crisis situations.
BASE QUALIFICATIONS
Education & Experience: A Bachelor's degree in Criminal Justice, Human Services, or a related field, or equivalent work experience in providing Direct Crisis Counseling and Advocacy Services. Direct experience working within residential settings, social services, and community-based agencies.
Technical Skills: Must be knowledgeable in Microsoft Office programs and have experience with client management software
License & Transportation: Valid Driver's License, Auto Insurance, and reliable transportation to travel between the agency's office sites and other locations throughout the service region.
Physical Demands: Physical demands include but are not limited to long periods of sitting, standing, walking, driving, lifting up to 50 pounds, and navigating stairs.
ADDITIONAL VALUE:
- Demonstrated ability to navigate and connect across diverse cultural contexts, applying cultural awareness and responsiveness in practice.
- Spanish language fluency with demonstrated ability to provide translation support, including experience providing written and/or verbal translation with a focus on accuracy, clarity, and cultural context.
CORE PERFORMANCE & RESPONSIBILITIES
Administrative, Leadership, and Agency Responsibilities
- Program Oversight & Coordination: Oversee daily shelter operations, service coordination, and staff training in partnership with the Residential Services Director to ensure high-quality, trauma-informed care.
- Policy & Best Practices Development: Develop, review, and implement program policies, procedures, and best practices to align with organizational values and program goals.
- Staff Supervision & Development: Recruit, train, supervise, and support program staff. Foster professional growth by aligning responsibilities with individual strengths while ensuring adherence to policies and best practices.
- Data Management & Reporting: Collect, analyze, and maintain program data to support informed decision-making, ensure compliance with reporting requirements, and communicate impact to stakeholders.
- Collaboration & Engagement: Work closely with leadership and other departments to advance shared goals. Lead program-specific meetings and actively contribute to agency-wide discussions.
- Training & Professional Development: Stay current on best practices and industry trends, ensuring staff receive ongoing professional development, certifications, and training.
- Program & Hotline Coverage: Ensure adequate staffing for the shelter facility and 24-hour crisis hotline across all shifts to maintain consistent service availability.
- On-Call Support: Provide on-call assistance to residential staff outside of business hours on a rotating schedule, offering remote and in-person support as needed.
- Agency Initiatives & Events: Plan and participate in awareness campaigns, client-focused events, and community engagement activities that promote the organization’s mission.
- Inclusive Work Environment: Foster a workplace culture that values inclusion, respect, and alignment with the organization’s anti-oppression framework.
Advocacy & Program-Specific Responsibilities
- Client Services & Support: Deliver culturally responsive, trauma-informed services, including assessments, safety planning, crisis intervention, advocacy, follow-ups, and referrals. Assist clients with filing for N.Y.S. Office of Victim Services (OVS) compensation and serve as a liaison with OVS.
- Crisis Intervention & On-Call Advocacy: Provide immediate support for clients in crisis during scheduled on-call shifts, ensuring safety and access to resources.
- Risk Assessment & Consultation: Conduct Danger Assessments and safety planning for high-risk individuals. Facilitate case consultations and advocate for systemic changes that promote survivor safety and perpetrator accountability.
- Partner Collaboration & Communication: Maintain consistent communication with program partners, participate in case reviews, and lead collaborative meetings to enhance client outcomes.
- Training & Education: Develop and facilitate internal and external training sessions on domestic violence, trauma-informed care, and best practices for supporting survivors.
- Recordkeeping & Compliance: Ensure accurate and timely documentation of client interactions, staff activities, and program outcomes, while monitoring adherence to reporting requirements.
- Professional Growth & Learning: Engage in ongoing learning opportunities, including webinars, in-service training, and external professional development to enhance expertise and inform program improvements.
- Flexibility & Responsiveness: Adapt to evolving responsibilities as assigned by leadership, demonstrating responsiveness to organizational and client needs.
Safety & Hygiene
- Actively engaging in basic housekeeping, maintenance, organization of donations, and other assigned tasks.
- Proactively monitor the overall condition of the agency and ensure the maintenance of a clean, welcoming environment for individuals accessing services.
- Attend to overall facility maintenance and repairs.
- Adhere to and uphold agency policies and protocols related to clients' physical safety and the safety of electronic client service records.
Additional Information:
POSITION COMPENSATION, CLASS, AND SCHEDULE
Position Title: Residential Services Program Manager Reports To: Director of Residential Services
Classification/Status: Full-Time, Exempt Pay Rate: Base Salary Range $66,000-$69,000
Primary Worksite: Confidential Location
Work Hours: 40 hours per week, Monday through Friday, with flexibility around evenings, weekends, and holidays; primarily business hours with some evening shifts required; minimum one holiday per year required.
Travel Requirements: Travel required between the agency's office sites and other locations throughout the service region.
On-Call Requirements: Must be available for rotating, On-Call shift assignments.
