Director of Drop-in Support Services

ABOUT THE ORGANIZATION 

The Ali Forney Center (AFC) protects LGBTQ+ youth from homelessness and helps them build the tools needed to live independently. Founded in 2002, AFC provides housing, healthcare, and educational support to thousands of youth each year. AFC creates an affirming, supportive environment where LGBTQ+ youth can thrive. 

POSITION SUMMARY

The Director of Support Services is responsible for the successful overall functioning of Ali’s Place Drop-In and Overnight Support Services in partnership with the Senior Director of Drop-In Programs. This position provides strategic and operational leadership to ensure safe, trauma-informed, youth-centered, and LGBTQ+ affirming services, with particular attention to creating welcoming and supportive environments for TGNC youth. The Director provides coaching and mentorship to support professional growth and accountability.  This position also promotes LGBTQ+ cultural competency, affirming practices, and consistent adherence to AFC’s mission and Standards of Care while supporting effective crisis response, program operations, and client-centered service delivery.

SCHEDULE: Monday-Friday 10am-6pm (Flexibility Required) On-Call weekends

LOCATION: Manhattan and Queens 

KEY RESPONSIBILITIES

Staff Leadership & Supervision 

• Directly supervise Program Supervisors (Day & Overnight) 
• Directly supervise Support Services Specialists
• Directly supervise Peer Navigators
• Provide weekly supervision focused on leadership development, problem-solving and effective resident management
• Support hiring decision for Program Supervisors and Youth Counselors
• Identify performance concerns and implement supportive action plans 
• Build leadership capacity across programs

Program Oversight & Resident Outcomes 

• Oversee multiple housing programs to ensure alignment with AFC’s mission & standards of care 
• Monitor resident progression, engagement and discharge outcomes 
• Lead case conferencing with a focus on movement, barriers & exits
• Oversee census management and coordinate placements in collaboration with Senior Director 
• Oversee the resident exits and graduations including the DYCD program appeal process
• Ensure consistent implementation of programming models 

Crisis Oversight & Escalation

• Develop and refine support service protocols, optimizing operations for the welcome desk, reception, and community room.
• Uphold and enforce safety protocols, fostering a secure environment for clients, staff, and visitors.
•  Respond promptly to client crises, manage conflict de-escalation, and address client grievances with appropriate follow-upProvide high-level support during significant incidents, crises, or program disruptions
• Ensure appropriate follow-up, documentation, and systemic response to crisis
• Support complex resident situations (discharges, appeals, high-risk cases) 

Cross-Department Collaboration 

• Work with the Senior Director to develop and refine policies and protocols that enhance service delivery.
• Track and manage statistics relating to reporting requirements and submit reports to contract entities and supervisors.
• Collaborating with the Operations team to ensure adequate inventory for clients and Drop In supplies
• Collaborate with Intake and Outreach program to support new clients 
• Collaborate across programs to meet the needs of clients.
• Attend weekly staff meetings, treatment meetings, and supervision.
• Collaborate with Youth Advisory Board members to support and ensure that clients are centered.
• Facilitate and lead  programming to create a welcoming environment for clients

Administrative & Strategic Functions 

• Contribute to program development and implementation of new initiatives 
• Analyze program data and trends to inform improvements 
• Support reporting needs in collaboration with Senior Director 

On-Call Requirements

• Participate in a weekly and weekend on-call rotation to provide emergency support 
• Act as back-up for emergency coverage support as needed

• Ability to work flexible hours, including weekends and holidays to support Program & Supervisors

Qualifications

QUALIFICATIONS

• Must have a Bachelor's degree in Social Work, Human Services, Psychology, Public Administration, Nonprofit Management, or a related field.  
• Must have two  (2) or more years of progressively responsible leadership experience in residential housing, supportive housing, shelter, transitional living, or youth-serving programs.
• Must have two  (2) or more years of supervisory experience leading managers, supervisors, or multidisciplinary teams.

PREFERRED QUALIFICATIONS NOT REQUIRED

• Master's degree in Social Work, Public Administration, Human Services, or a related field.
• Licensed Social Worker (LMSW/LCSW) 
• Experience leading residential housing programs or sites.
• Experience implementing organizational change and quality improvement initiatives.
• Experience with staff performance management, coaching, and employee development.
• Experience working with youth experiencing homelessness and other vulnerable populations.
• Experience managing programs funded by DYCD, HUD, OCFS, or similar government agencies preferred.
• Experience serving LGBTQIA+ youth experiencing homelessness.
• Bilingual (English/Spanish) preferred.

WORK ENVIRONMENT & PHYSICAL DEMANDS

• Must be able to remain awake, alert, and attentive throughout the entire scheduled shift, including overnight.
• Ability to travel between Drop-In and Overnight site.
• Ability to respond to emergencies outside of normal business hours.
• Ability to work evenings, weekends, and holidays as operational needs require.
• Ability to remain calm and make sound decisions in high-pressure situations.

CORE & ROLE-SPECIFIC COMPETENCIES

BENEFITS & TOTAL REWARDS

• Medical, Dental, and Vision Insurance
• 401(k) with up to a 5% employer match (vested after five years)
• Generous Paid Time Off, Sick Leave, Personal Leave, and 12 Paid Holidays
• Employee Assistance Program (EAP)
• Professional Development Opportunities
• Mission-driven, inclusive workplace culture