Program Supervisor

Purpose The Program Supervisor for Ontario County supervises the day-to-day delivery of YWCA programs serving individuals and families in Ontario County, including Emergency Services for Singles and Families. The Supervisor provides staff guidance and monitors service delivery to ensure high-quality, trauma-informed, person-centered services for individuals and families experiencing homelessness and individuals with complex health and social service needs. The Program Supervisor coordinates daily program operations, supervises and supports staff, monitors service quality, and implements established policies and procedures. In collaboration with department leadership, this position monitors budget use, supports compliance and reporting, and maintains community partnerships. The Supervisor works closely with community partners, funders, the Department of Social Services (DSS), the Continuum of Care, healthcare and behavioral health providers, and other agencies to coordinate services, address service barriers, and support improved participant outcomes. Essential Duties and Responsibilities Program Operations & Service Coordination

• Supervise STEHP, Ontario County Family & Homelessness Case Management Services and steward the relationship with key leaders and partners at OCDHS.
• Participate in short- and long-term program goals aligned with the YWCA’s mission, agency priorities, community needs, contracts, and funder requirements.
• Support the creation & use of documented policies, procedures and work instructions to build systems with measured outcomes to determine next steps for improvement and growth
• Under the guidance of Leadership, coordinate the timely use of approved program funds to meet participant needs, support staff recognition and development, and achieve program goals.
• Coordinate and maintain staffing arrangements that support effective supervision, clear responsibilities, and a culture of accountability within the department.
• Perform other duties as assigned.

Client Services & Crisis Management

• Ensure individualized service and care plans include meaningful short- and long-term goals and are regularly reviewed and updated based on participant needs and progress.
• Ensure appropriate coordination of housing, healthcare, behavioral health, benefits, social services, and other resources for individuals and families receiving Case management & Housing supports.
• Ensure respectful, trauma-informed, person-centered, culturally responsive services informed by participant assessments, strengths, goals, and changing needs.
• Supervise team members & coordinate with internal partners, and external resources to address service barriers, complex situations, safety concerns, and participant support needs.
• Participate in incident management by reviewing reported incidents, coordinating timely response and documentation, ensuring appropriate follow-up, and developing and monitoring corrective action plans to reduce recurrence and improve participant safety and service quality.

Compliance, Reporting & Quality Assurance

• Follow case management procedures to meet contracts, funder requirements, regulatory standards, and program guidelines.
• Comply with applicable YWCA policies, contracts, grants, program standards, and funder requirements.
• Help develop and implement procedures for accurate, complete, and timely documentation and program data.
• Help prepare required internal, external, and funder reports.
• Support quality-assurance reviews and audit readiness; work with department leadership to address documentation and compliance gaps and complete corrective actions.

Culture of Leadership & Supervision

• Follow documented policies, procedures and work instructions to set clear expectations and apply consistent performance management practices that reinforce individual and team accountability.
• Provide regular supervision, coaching, and actionable feedback using objective measures wherever possible to recognize strong performance and identify opportunities for growth.
• Contribute to a positive, trauma-informed, and collaborative team culture by using person centered & strength-based coaching to identify opportunities for employee growth and advancement.

Advocacy - Community & Agency Collaboration

• Develop and maintain collaborative relationships with Ontario County DSS, other emergency services, relevant CBOs, other stakeholders, and internal partners.
• Partner with department leadership to identify opportunities to represent the YWCA in community meetings, discussions, and roundtables.
• Cultivate the YWCA's reputation in the community by serving and speaking up as a leader and expert in your field when representing the YWCA.
• Exemplify the YWCA's mission of eliminating racism and empowering women when representing the YWCA.
• Act as an ambassador between department leadership and your team.
• Share data and stories with department leadership to communicate program accomplishments, challenges, emerging needs, and trends.

Qualifications

Certifications & Experience

• Bachelor’s degree in social work, Human Services, Public Administration, Nonprofit Management, or a related field required; equivalent education and experience may be considered.
• At least two years of progressive leadership experience in housing case management, human services, or nonprofit program management.
• Experience serving individuals and families facing homelessness, housing instability, substance use disorders, mental health needs, domestic violence, and other complex barriers.
• Experience with audits, regulatory compliance, and contract management involving relevant funders and regulators.
• Experience in program operations, staff supervision, compliance, reporting, quality assurance, and performance management.

Knowledge, Skills, and Abilities

• Growing leadership, organizational, communication, and problem-solving skills.
• Ability to give and receive positive and constructive feedback effectively.
• Ability to manage multiple priorities and supervise a team across multiple sites.
• Proficiency in Microsoft Office and electronic data management systems.
• Ability to manage crises, high-pressure situations, conflict resolution, and de-escalation effectively.
• Knowledge of trauma-informed and person-centered approaches.
• Commitment to diversity, equity, inclusion, and the mission of the organization.

Terms of Employment This is a grant-funded position, which may not exist beyond the duration of the grant period or any subsequent renewal of it. When the grant or any subsequent renewal ends, grant employees may be terminated, and their positions may cease to exist. There is also no guarantee of continued employment for the duration of the grant.

A grant-funded employee may apply for and be considered for employment in another YWCA position in the same manner as any other applicant. If hired into another position, the employee’s wage/salary from the grant position does not necessarily follow the employee into the new position.

Work Environment Usual human services office working conditions prevail. Must be willing to travel unaccompanied to areas where the population served lives. Must be available to work 37.5 hours per week, and the work hours may include evenings or weekends. At YWCA of Rochester & Monroe County, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an Equal Opportunity Employer, we stay true to our mission by ensuring that our place can be anyone’s place.