Associate Director Of Supportive Services

Jimmy Jazz; Baltimore (MD); On-site; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Life insurance

403(b) retirement savings plan

Employee Assistance Program

Job summary

House of Ruth Maryland seeks an Associate Director of Supportive Services to lead the 24-hour hotline, service coordination, and Safe Homes programs. The role emphasizes trauma-informed, client-centered care for survivors and alignment with the agency’s mission.

Reporting to the Director of Stability Services, you will set strategic goals for the department, supervise managers, and partner with community resources to ensure comprehensive support for those served.

Qualifications

• Bachelor's degree in Human Services, Social Work, Psychology, or related field; or an Associate's degree with relevant experience.
• At least two years of supervisory or program-management experience.
• Experience in crisis response, hotline services, emergency shelter, housing, service coordination, case management, or victim services.

Responsibilities

• Oversee hotline and service coordination functions to ensure seamless continuum of care.
• Supervise Crisis Response and Safe Homes program managers; support staff development.
• Coordinate recruitment, retention, and workforce coverage; drive program improvements.

Skills

Supervisory experience

Program leadership

Crisis response experience

Education

Bachelor's degree in Human Services, Social Work, Psychology, or related field

Associate's degree in related field with two years of relevant experience

Five years of relevant experience in lieu of a degree

Job description

• Base Pay $85,000.00 - $90,000.00 / Year
• Employee Type Full Time Exempt

Position Summary

The Associate Director of Supportive Services is responsible for ensuring that every survivor who reaches House of Ruth Maryland (HRM) through Contact Center (hotline), Service Coordination, or the Safe Homes program experiences contact that is welcoming, supportive, informative, and focused on safety, and that all requests for information or support are met with the full extent of the agency’s capability.

In coordination with the Director of Stability Services, this position sets the direction and goals for all activities of the Supportive Services department, which include service coordination and the 24-hour hotline. The AD of Supportive Services ensures that strategies and processes across the program are aligned with the agency’s mission and work together as one continuum of care for survivors. Because Supportive Services is a part of HRM’s 24-hour crisis operations, this position participates in a leadership on-call rotation and will occasionally require response to urgent operational or safety matters outside regular business hours. The Associate Director is not expected to provide routine night and weekend shift coverage but must be available for consultation with staff when significant concerns arise.

Supportive Services connects survivors to the safety, shelter, and resources they need. This position requires strong relationships and regular communication with partners, private and government resources, and community leaders, as well as staff members throughout the agency.

Essential Duties and Responsibilities

Program Leadership and Service Quality

• Ensures a seamless continuum of care and client experience across hotline and service coordination program functions.
• Coordinates with Associate Director of Residential Services to coordinate client service implementation, client team meetings and shelter resident transition review with participation from all residential and supportive service programs.
• Establishes protocols for warm handoffs, follow-up, referrals, and communication across programs.
• Monitors performance indicators including responsiveness, client service access, service quality, referral management, data quality, and grant outcomes.
• Monitors program data to identify service gaps, strengthen services, allocate resources, and guide continuous quality assurance.
• Leads program evaluation based on community needs, survivor feedback, service data, and emerging best practices.
• Ensures all department activities align with HRM’s strategic plan.
• Directly supervises and supports Crisis Response Program Manager, Safe Homes Program Manager, and Lead Service Coordinator.
• Supports professional development of program managers and staff through regular supervision meetings.
• Ensures all members of the department have the tools they need, are appropriately trained, and have professional development plans.
• Partners with managers and Human Resources on recruitment, retention, performance concerns, succession planning, and workforce coverage.
• Recommends program and organizational improvements to strengthen overall effectiveness
• Builds a supportive and accountable workplace culture that is trauma informed, client centered and recognizes the effects of trauma.
• Coaches managers to maintain appropriate boundaries, staff wellness, service quality, and operational coverage.

Operations, Safety, and Compliance

• Ensures compliance with confidentiality, mandated reporting, documentation, and information-security requirements.
• Addresses incident reports, safety concerns, grievances, and service disruptions.
• Participates in budget development and management for efficient resource allocation.
• Represents HRM on local and statewide coalitions, taskforces, and committees
• Conducts professional presentations for educational and marketing purposes.

Strategy, Finance, and Partnerships

• Maintains oversight of supportive service grant funding by ensuring deliverables, reporting deadlines, and funder requirements are met across all three programs.
• Establishes productive and collaborative relationships across the agency, at all levels, to understand needs and to share information.
• Maintains relationships with housing, healthcare, behavioral health, legal, law-enforcement, government, and other community partners.
• Identifies opportunities to strengthen service access and capacity, through funding, partnerships.

Experience, Education, Certifications/Licenses

• Bachelor's degree in Human Services, Social Work, Psychology, or a related field, and at least three years of progressively responsible human-services experience; or an Associate's degree in a related field and two years of relevant experience; or five years of relevant experience in lieu of a degree.
• At least two years of supervisory or program-management experience; including leading managers, supervisors, or multi-disciplinary teams.
• Experience in at least two of the following areas: crisis response, hotline services, emergency shelter, housing, service coordination, case management, or victim services.
• Licensure or license-eligibility in a clinical field (e.g., LMSW, LGSW, LCSW-C, LCPC) is a plus, though not required for this role.
• Demonstrated success managing multiple program areas or service lines within a social services, shelter, or crisis response organization.
• Demonstrated success supervising and developing managers, with a focus on coaching staff to lead their own teams effectively.
• Demonstrated success in managing a diverse workforce, with a focus on developing staff members professionally.
• Demonstrated success in consistently meeting stretch goals and demonstrated success in being a problem solver in challenging situations.
• Successful experience with building and maintaining community relationships.
• An understanding of the issue of intimate partner violence (IPV), along with a strong desire to be part of making a change in our community.

Total Rewards

House of Ruth Maryland offers a comprehensive Total Rewards Package that will include but is not limited to medical insurance, prescription plan, dental insurance, vision insurance, paid time off, life insurance, 403(b) retirement savings plan, and Employee Assistance Program.