Director, Supportive Services

Insight Housing; Berkeley, Northern (CA, KY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Insight Housing in Berkeley, CA is seeking a Director of Supportive Services to lead all supportive services programs, including SSVF and Rapid Rehousing initiatives. You will provide strategic direction, oversee administrative functions, clinical programming, and community relations, and mentor a large team across multiple counties.

You will drive program effectiveness, ensure compliance with funding and CARF accreditation standards, and strengthen partnerships with VA, city, county, and donors

Qualifications

• Bachelor’s degree in social services or related field required; master’s degree preferred.
• 7+ years direct experience serving Veterans or homeless individuals with mental health, substance abuse, or related issues.
• 3–5 years supervision and multisite program management experience.
• Excellent written and oral communication, crisis intervention, and customer service skills.

Responsibilities

• Provide administrative and programmatic leadership to programs and teams, ensuring effective and quality service delivery while meeting or exceeding outcomes.
• Collaborate with the Chief Programs Officer to maximize program synergy across all teams.
• Ensure monthly spending aligns with budget and goals.
• Supervise deputies and managers in hiring, onboarding, training, and evaluation.
• Lead complex service delivery across 8+ counties with 100+ indirect reports.
• Develop objective performance measurements across sites for consistent evaluation.
• Implement professional development and staff training programs with HR.
• Respond to emergencies, resolve grievances, and escalate issues as needed.
• Oversee systems for collecting feedback to improve service delivery.
• Oversee LEAP implementation and engagement.
• Analyze program data to identify trends and improvements.
• Recommend processes and workflows to improve efficiency.
• Ensure contract reporting by leadership staff.
• Foster cross-organizational collaboration and external partnerships.
• Represent Insight Housing at external meetings and community engagements.
• Assist development to promote services to donors and partners.
• Ensure CARF accreditation goals are met timely.

Skills

Staff supervision

Leadership

Multisite program management

Communication

Crisis intervention

Customer service

Independent work

Networking

Education

Bachelor’s degree in social services

Master’s degree preferred

Tools

Microsoft Office Suite

HMIS

Job description

Job Title: Director of Supportive Services Classification: Regular, Full Time, Exempt

Department: Supportive Services Reports to: Chief Programs Officer

Company Overview

For more than 50 years, Insight Housing has provided a comprehensive range of housing, food, and support services to help those in need move from homelessness into a safe and affordable home of their own. We serve in seven counties in the bay area - Alameda, San Francisco, Contra Costa, Solano, Sacramento, San Joaquin, and Amador County. We are proud of our team members who are very dedicated to our mission of ensuring everyone in our community has a home through supportive, equitable, and sustainable housing solutions.

Program Overview

Insight Housing’s Supportive Services are designed to serve very low-income, primarily homeless Veterans and Veteran families, as well as other individuals and families experiencing homelessness through programs like the Supportive Services for Veterans (SSVF), Cal-Aim Housing Community Supports Program, the Albany Project HOPE outreach and housing navigation program, and the Shelter Plus Care program. These programs assist participants in exiting homelessness to permanent housing and in maintaining that placement. Services provided by Insight Housing include street and venue-based outreach, case management, permanent housing placement, employment services, and assistance in obtaining benefits. Additional programs may be added as Insight Housing continues to grow.

Position Summary

The Director of Supportive Services is a member of Insight Housing’s Leadership Team, with primary responsibility for managing and overseeing all of Insight Housing’s Supportive Services Programs. Under the supervision of the Chief Programs Officer, the Director of Supportive Services will provide leadership to and be responsible for operational and strategic success of all supportive services programs, to include Supportive Services for Veteran Families (“SSVF”), and other Rapid Rehousing and Tenant Sustaining Support programs. The Director will work closely with the Chief Programs Officer in strategic planning and will oversee all administrative functions, clinical programming, and community relations functions for Insight’s supportive services programs. They will implement the strategic vision and leadership of the agency; evaluate the effectiveness of programs and make improvements; help promote and diversify funding through effective resource stewardship; raise the agency’s profile through external communications and relationship building; and provide mentoring and supervision to their team.

Essential Duties and Responsibilities

• Provide administrative and programmatic leadership to programs and teams, ensuring effective and quality service delivery while meeting or exceeding outcomes/service measures.
• Collaborate with the Chief Programs Officer to develop and implement strategies that will maximize synergy among all programs and administrative teams.
• Ensure monthly spending in each program is aligned with budget requirements and program goals.
• Supervise Deputy Director, Sr. Program Managers, and Program Managers as they hire, onboard, train, supervise, evaluate, and performance manage all program staff.
• Effectively lead and manage complex service delivery across 8+ counties with 100+ indirect reports.
• Create objective performance measurements across all sites, to ensure consistent, high-quality evaluation and goal setting for all employees based on contractual goals.
• In collaboration with the HR department and Program Management team, implement a professional development and staff training program to address employee experience and skill gaps.
• Respond to emergency and priority situations, resolving grievances, troubleshooting incidents, and escalating issues to HR and Chief Programs Officer where needed.
• Ensure deployment of systems created to acquire feedback from program participants about Insight Housing services that include analysis, distribution of results, and utilization to improve service delivery.
• Oversee Insight Housing Lived Experience Advisory Panel (LEAP) implementation, development, and engagement.
• Analyze program data to identify trends and areas of improvements and make projections.
• Recommend and implement management processes, program design, and workflow to improve services and increase efficiency.
• Ensure the Deputy Director and Sr. Program Managers’ completion of all monthly, quarterly, and annual contract reporting.
• Help establish cross organizational collaboration, shared success, and joint action when leading working groups for special projects or initiatives.
• Build and maintain collaborative relationships with our VA, City and County partners and represent Insight Housing at external meetings. Represent Insight Housing and speak at community engagements, as assigned.
• Serve as a liaison with executives, department heads, board members, and external partners to ensure that organizational goals are met.
• Assist the Development team to promote Insight Housing’s services implementation and management approaches with donors, partners, and other stakeholders.
• In partnership with the Insight Housing Leadership team and Program Management team, ensure CARF Accreditation compliance goals are met in a timely manner.
• Oversee program compliance with applicable laws, regulations, funding agency requirements, policies, and best practices (to include internal audits).
• Work within the framework of Insight Housing’s Code of Conduct.
• Perform other tasks as assigned.

Qualifications, Skills, and Abilities

• Bachelor's degree in social services or related field required. Masters a plus.
• 7+ years direct experience providing services to Veterans or individuals experiencing homelessness, mental health, substance abuse or other social issues. Translatable military experience, relevant internship and volunteer experience, and strong administrative experience will be considered.
• 3-5 year’ experience with staff supervision and multisite program management required
• Commitment to serving individuals experiencing homelessness. Understanding of and sensitivity to issues related to homeless, low income, mentally disabled, and chemically dependent persons.
• Experience with CARF accredited programs is preferred.
• Lived or Veterans experience is strongly preferred.
• Must be proficient in use of computer and Microsoft office suite (Word, excel, outlook and TEAMS).
• Experience with Homeless Management Information System (HMIS) a plus.
• Strong community networking skills and ability to build resources and relationships that improve continuity of care.
• Knowledge of the VA Health Care system is strongly preferred.
• Ability to interact in a supportive and professional manner with staff and program participants of diverse cultural and economic backgrounds.
• Ability to provide good customer service. Communicate effectively and maintain a calm demeanor in stressful situations.
• Capable of working independently and as part of a team.
• Excellent written and oral communication skills
• Excellent interpersonal and crisis intervention skills with a can- do and flexible attitude. Ability to work well under high pressure.
• Ability to work with minimal supervision, multitask, maintain confidentiality and appropriate professional boundaries, and meet deadlines.
• Ability to maintain professional conduct, attitude, and appearance at all times

Special Requirements

• This position requires frequent driving. A valid California driver license, reliable personal vehicle, current personal auto insurance as required by law, and an MVR sufficient to obtain and reasonably maintain insurability under agency auto liability policies.
• Must be able to receive and maintain criminal and credit records clearance.