Assistant Director for Individual Shelter Programs & Outreach

CHD Brand; Springfield (MA); On-site; USD 78,000 - 80,000; Full time

Job summary

Center for Human Development (CHD) in Springfield, MA, seeks an experienced Assistant Director for Individual Shelter Programs & Outreach. This senior leadership role oversees adult shelter, low-threshold housing, triage/diversion, and related outreach programs, guiding program managers and supervising staff to achieve outcomes.

You will apply Housing First, trauma-informed care, and harm-reduction approaches while ensuring program operations, compliance, and fiscal oversight across the division.

Qualifications

• Bachelor's degree in Human Services or related field preferred.
• 3+ years of supervisory experience in shelter, housing, or human services operations.
• Extensive experience in secure or residential settings.
• Knowledge of trauma-informed care, harm reduction, and Housing First models.
• Valid driver's license and reliable vehicle.

Responsibilities

• Oversee contract obligations, daily operations, and service delivery across shelter, housing, and outreach programs.
• Provide regular supervision and guidance to Program Managers and Supervisors; coordinate staff meetings and onboarding.
• Lead crisis response, risk management, and emergency procedures.
• Be the formal point of contact for resident complaints and investigations.
• Strengthen external relationships with community resources and funders.
• Coordinate case conferencing, maintain records, and assist with training plans.

Job description

Assistant Director for Individual Shelter Programs & Outreach

Department: Diversion, Shelter, & Housing (DSH)

Primary Office Location: Springfield, MA (with regular visits to program sites in Holyoke, MA)

Salary Range: $78,000 – $80,000 / year

Schedule: Full-Time, Monday – Friday (8:30 AM – 4:30 PM or similar)

At the Center for Human Development (CHD), Care Finds a Way. We are a diverse, inclusive, and dynamic team dedicated to promoting, enhancing, and protecting the dignity and welfare of people in need.

We are seeking an experienced, high-level operational leader to serve as the Assistant Director for Individual Shelter Programs & Outreach. As part of the Senior Leadership Team in our Diversion, Shelter, and Housing Division (reporting directly to the Senior Division Director), you will oversee the operations, staff supervision, care management, and contract compliance across our adult shelter, low-threshold housing, triage/diversion, permanent supportive housing, rapid supportive housing, and street outreach programs.

The Opportunity: Lead, Innovate, and Support:

In this key leadership role, you will guide Program Managers and Supervisors to ensure program goals and outcomes are met. You will champion evidence-based best practices—including Housing First principles, harm reduction, person-centered approaches, and trauma-informed care—while maintaining a supportive, accountable team atmosphere.

Key Responsibilities:

• Program & Contract Operations: Oversee contract obligations, daily operations, and service delivery across all assigned individual shelter, housing, and outreach programs. Ensure adherence to funder policies, DSH guidelines, and agency standards.
• Leadership & Staff Development: Provide regular direct supervision and guidance to Program Managers and Supervisors. Ensure team leaders hold mandatory, documented staff and resident house meetings. Conduct onboarding, training coordination, and performance management in partnership with HR and Senior Leadership.
• Crisis & Risk Management: Respond immediately to resident crises, unusual incidents, or security concerns. Lead de-escalation efforts, oversee risk protocols, and direct day-to-day emergency management.
• Resident Hearings & Investigations: Serve as the formal point of contact for resident complaints and hearings and conduct internal program investigations as assigned by Division Leadership or Organizational Excellence.
• Community & Funder Engagement: Strengthen relationships with external community resources, stakeholders, and funding bodies. Represent the program formally and step in on behalf of the Program Director during absences.
• Administrative & Fiscal Oversight: Coordinate case conferencing, maintain accurate records, monitor staffing schedules for 100% program coverage, and assist with division-wide training plans.

Requirements:

• Education & Experience: Bachelor's degree in Human Services or a related field preferred, and/or 3+ years of supervisory experience in shelter, housing, or human services operations.
• Specialized Knowledge: Extensive experience in secure or residential settings required. Deep knowledge of behavioral dynamics, trauma-informed care, harm reduction, and Housing First models.
• Logistics: Valid driver's license and a reliable vehicle available for work use.
• Leadership Skills: Demonstrated ability to lead effectively during crisis situations, manage progressive disciplinary procedures, and foster a team-oriented environment.

Success Factors (Your Professional DNA)

• Resilient & Calm: Exceptional crisis management and de-escalation skills; performs well under pressure and manages long-term professional stress effectively.
• Empathetic & Firm: Shows patience, care, and compassion while maintaining clear boundaries, professional standards, and accountability.
• Collaborative Communicator: Open, direct interpersonal style with strong leadership capabilities and a commitment to teamwork.

Care Finds a Way:

At CHD, celebrating differences is a daily practice. Multicultural, multilingual, and fluent in sign language, CHD is a proud reflection of those we serve.