- Provide leadership and oversight of all Housing and Intake Department operations.
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Supervise, coach, evaluate, and develop Housing Intake Supervisors, Housing Intake Specialists, and Recreation Specialist staff through regular supervision, performance evaluations, and ongoing professional development.
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Ensure all client intakes, assessments, eligibility screenings, and required documentation are completed accurately and within DHS and agency-established timeframes.
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Monitor the quality, accuracy, and completeness of all intake documentation and assessments.
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Ensure client information is entered accurately into the CARES system and other required databases.
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Oversee bed assignments and coordinate with Operations, Security and DHS Police to maintain accurate census information and timely reporting to Intake Vacancy Control (IVC).
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Develop and implement procedures that improve the efficiency and effectiveness of the intake and assessment process.
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Monitor intake productivity, assessment completion rates, wait times, and other performance indicators, implementing corrective action when necessary.
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Work collaboratively with the Social Services Department to ensure assessments, service plans, referrals, and other required client deliverables are completed accurately and within required timeframes.
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Collaborate with the Social Services Department to identify diversion opportunities and assist clients in accessing permanent housing, reunification, supportive housing, or other appropriate placement options whenever feasible.
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Ensure effective communication and coordination between Intake and the Social Services Department to support timely assessments, referrals, and positive client outcomes.
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Oversee the development and implementation of meaningful client engagement activities that encourage participation, promote wellness, foster community, and support clients throughout the assessment process.
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Supervise the Recreation Specialist in planning, coordinating, and implementing structured recreational, educational, and wellness activities that promote client engagement and support overall program goals.
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Monitor client participation in engagement activities and identify strategies to increase participation and improve client experience.
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Ensure engagement activities are inclusive, culturally responsive, trauma-informed, and aligned with client needs.
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Ensure all clients receive trauma-informed, person-centered, culturally responsive, and respectful services throughout the intake and engagement process.
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Coordinate interpreter and language access services to ensure equitable access for all clients.
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Serve as the primary point of contact for intake-related concerns and resolve client and operational issues promptly and professionally.
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Ensure compliance with all applicable DHS, OTDA, Fire Department (FDNY), Coalition for the Homeless, and BHRAGS policies, procedures, contractual requirements, and regulatory standards.
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Prepare and review reports related to intake operations, census, client engagement, quality assurance, and departmental performance.
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Develop, maintain, and update the Housing and Intake Operations Manual, including departmental workflows, procedures, standards, and protocols.
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Coordinate staffing schedules to ensure adequate coverage for Housing Intake and Recreation services.
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Conduct routine quality assurance reviews of intake files and documentation to ensure compliance with agency and contractual standards.
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Partner with program leadership to identify operational challenges and implement continuous quality improvement initiatives.
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Participate in DHS monitoring visits, audits, and internal quality assurance reviews.
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Build and maintain collaborative relationships with DHS representatives, community providers, and external stakeholders to support program operations and client outcomes.
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Assist with emergency operations and provide leadership coverage during evenings, weekends, holidays, and emergency situations as needed.
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Perform other duties as assigned.
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Bachelor’s degree required; Master’s degree in Social Work, Human Services, Public Administration, or a related field preferred.
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Minimum of five (5) years of progressive supervisory experience in the social services field.
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Previous experience working in a DHS-funded shelter, housing program, residential setting, or similar human services environment strongly preferred.
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Knowledge of CARES, coordinated assessment processes, diversion strategies, and client intake procedures preferred.
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Demonstrated leadership, supervisory, coaching, and team-building skills.
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Strong organizational, analytical, and problem-solving abilities.
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Excellent written and verbal communication skills.
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Experience using electronic databases, case management systems, and Microsoft Office applications.
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Ability to work collaboratively across multidisciplinary teams while maintaining professionalism in a fast-paced environment.
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Commitment to trauma-informed, client-centered, culturally responsive practices and the mission and values of BHRAGS.
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Ability to sit at work station for prolonged periods, take stairs and move to meet shelter emergencies.
The Director of Housing and Intake is responsible for the overall leadership, management, and oversight of the Housing and Intake Department at the BHRAGS Assessment Center. This position ensures that all individuals entering the program receive timely, respectful, trauma-informed, and person-centered services from arrival through completion of the intake and assessment process.
The Director of Housing and Intake supervises Housing Intake Supervisors, Housing Intake Specialists, and Recreation Specialist staff. The Director oversees daily intake operations, housing coordination, client engagement activities, and assessment services while ensuring compliance with DHS and agency requirements.
Working closely with the Social Services Department, Security and DHS Police, Medical, and Operations staff, the Director ensures clients are assessed promptly, connected to appropriate services, actively engaged in programming, and diverted to permanent housing or other appropriate placement options whenever possible.
