Managing Director of Support Services at Heartland Human Care Services

Essential Functions: 

Duties & Responsibilities 

• Manages high quality delivery of supportive program services (i.e., clinical services, education and recreations services, family reunification services, medical services, transportation services, and other programs as assigned) to ensure that systems are compliant and operate efficiently and effectively and adhere to best practices in child welfare.
• Delivery of High-Quality Services: Ensures that high-quality, compliant, and responsive supportive services are provided across all facilities, meeting the needs of children in care.
• Oversees directors of clinical, educational, recreational, family reunification, medical, and transportation services, developing and monitoring annual plans to address barriers and drive excellence.
• Leads the supportive services team, regularly meeting to support the development and implementation of YRS' annual plan and achieving organizational goals.
• Supports the development and monitoring of the supportive services budget, ensuring program funds are expended according to organizational policies.
• Partners with the SAFEty leadership team to implement child welfare best practices, addressing challenges with a participant-centered and trauma-informed approach.
• Assists in developing and communicating an annual plan with long and short-term objectives, ensuring all staff understand their roles and contributions.
• Ensures adherence to quality improvement plans and policies, partnering with the Managing Director of Quality, Compliance and Training to enhance participant outcomes.
• Ensures that supportive services teams follow Office of Refugee Resettlement (ORR), and Department of Children and Family Services (DCSF) policies and procedures and facilitate the implementation of new processes and policies.
• Acts as a program ambassador, maintaining effective communication with key stakeholders, including government agencies and external medical providers, and representing SAFEty programming in various liaison activities.
• Be available 24/7 to respond to crisis situations as required, ensuring that all necessary actions are taken promptly and effectively.

Supervisory Responsibilities (if applicable): 

• Manages subordinate directors and managers who supervise employees in SAFEty. Is responsible for the overall direction, coordination, and evaluation of these units. Also directly supervises non-supervisory employees. 
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; consistent and regular supervision, leader rounding, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Other duties may be assigned.

Education and Experiences: 

• Bachelor’s Degree in social work or related field.
• Minimum of eight (8) years’ experience in staff supervision, program planning and development, social service administration, fiscal management and policy development and implementation.
• Five (5) of those years being with youth in a residential setting or an institutional setting.

Knowledge/Skills/Abilities (K/S/A): 

• Language Skills: Excellent oral and written communication skills. Demonstrated competency in public speaking and strong interpersonal skills required. Speaks clearly and persuasively in positive or negative situations. Ability to read, analyze, and interpret most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to write speeches and articles using original or innovative techniques or style. Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups, and/or boards of directors.
• Computer Skills: Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems: and other software routinely used by Heartland Human Care Services. 
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with e motional topics.
• Leadership: Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
• Ethics: Treat s people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Organizational Support: Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities; supports affirmative action and respects diversity.
• Judgment: Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision making process; makes timely decisions.
• Motivation: Sets and achieves challenging goals; demonstrates persistence and over comes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
• Planning/Organizing: Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their t asks; develops realistic action plans.
• Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security: Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
• Dependability: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.
• Interpersonal Relations:  comfortable and effective in managing inter-personal relationships with diverse stakeholders including board members, volunteers, management, colleagues, sponsors, donors, foundations, public opinion leaders, community residents, service vendors, and others; demonstrates emotional maturity and sensitivity in dealings with others.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Work Arrangement:  

This role is not eligible for remote work. All hours will be worked in person. This position has an active presence at all assigned programs on a rotating basis. 

Work Environment:  

• The noise level in the work environment is usually moderate.
• Each program site operates on a 24/7 basis, 365 days per year. To meet both the needs of our participants and contractual obligations, employees are required to be flexible in regard to scheduling and work location.
• Program sites are located throughout the Chicago area, including the North and South sides of Chicago, as well as the suburbs.  Employees may be required to report to any one of our locations on a temporary or permanent basis.

Physical Demands:  

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• While performing the duties of this job, the employee is frequently required to sit; stand; walk; use hands to handle or feel and reach with hands and arms.
• The employee must occasionally lift and/or move up to 25 pounds.

Equal Opportunity Employer Statement 

Heartland Human Care Services makes all hiring and employment decisions, and operates all programs, services, and functions without regard to race, receipt of an order of protection, creed, color, age, gender, gender identity, marital or parental status, religion, ancestry, national origin, amnesty, physical or mental disability, protected veterans status, genetic information, sexual orientation, immigrant status, political affiliation or belief, use of FMLA, VESSA, military, and family military rights, ex-offender status (depending on the offense and position to be filled), unfavorable military discharge, membership in an organization whose primary purpose is the protection of civil rights or improvement of living conditions and human relations, height, weight, or HIV infection, in accord with the organization's AIDS Policy Statement of September 1987.