Are you looking for an opportunity to help young adults who face barriers build sustainable futures while working in a trauma-informed and supportive culture? Are you an experienced case manager with supervisory experience? If so, apply to be our Manager of Support Services.

ORGANIZATION SUMMARY

Crossroads Campus was founded in 2010 and is an IRS-designated 501(c)(3) serving Nashville, Tennessee. Our mission is to provide opportunities for healing and developing resilience to young people facing barriers and abandoned pets in order to transform human and animal lives. Our We are committed to improving our community by bringing together neglected animals and young adults to heal and learn from each other. Our core values guide every aspect of our work:

Individually I respect the uniqueness of everyone I interact with. I am responsible for my actions and am guided by grace and compassion .
As a team , we build trust and a community of belonging where everyone’s strengths are recognized, boundaries are protected, and a sense of safety is ever present.
Together we persevere and strive for excellence as an organization. Recognizing the importance of accountability, learning, and reliability in our work.

We provide trauma-informed supportive housing and workforce development opportunities for young adults facing barriers, helping them gain the skills and experience needed to be successful in the workforce. Through the operation of multiple social enterprises—including animal adoption and education, retail, grooming, and a cat café—young adults learn valuable job skills, earn living wages, and develop the ability to manage personal finances. Our programs foster empathy and compassion for all living things through positive interactions with animals, while also empowering young adults to succeed both personally and professionally.

POSITION SUMMARY

Reporting to the Program Director, the Manager of Support Services is responsible for day-to-day oversight and supervision of the case management team. The manager will be responsible for all aspects of case management to ensure program participants receive equitable services that are strengths-based, culturally sensitive, and provide access to opportunity and safe, stable housing. This position is a critical member of the program team, serving as a role model for young adults and working closely with other Crossroads leadership team members to ensure that programs and deliverables are integrated across the organization and the community. Part of a growing organization, the Manager of Support Services should have a strong background in trauma-informed practices, and youth welfare issues, and strong program planning, implementation, and evaluation skills. This is a developing position giving the Manager of Support Services the opportunity to play a significant role in the design/vision of our support services program.

Job Responsibilities

PRIMARY DUTIES AND RESPONSIBILITIES

Participant recruitment and interviewing (with the Program Director).
Participant intake for job training and residential program, onboarding, and program planning coordination (with Program Director and case managers).
Supervise case managers and participate in direct services when needed for job training and residential program participants, including the following:
Conduct DLA-20 Assessments at intake and quarterly
Routine case management meetings
Crisis management and additional case management sessions as needed (including post-program support)
Development and tracking of Individual Program Plans (IPP) at intake and quarterly
Identifying and responding to needs for special services including mental or physical health services
Community building and facilitated meetings among residential program participants
Manage quarterly case conferences for each participant and facilitate regular team reviews of all participants.
Manage small caseload and provide backup support to participants as needed.
Ensure the timely delivery of case management services to meet program goals and objectives.
Manage and provide quality control for support services data, including data collection, data entry, and data review. Support services data includes but is not limited to enrollment, DLA-20, IPP, exit surveys, and follow-up).
Develop, document, and maintain a referral network for participant support.
Assist the Program Director with outcomes reporting and program evaluation (including database development and testing).
Ensure the program achieves expected performance milestones in accordance with internal goals and expectations of funding sources.
Assist the Program Director with developing, planning, and implementing of a Social Emotional Learning curriculum for young adults (ongoing participant training).
Regularly review and maintain program policies and procedures, suggesting changes to the Program Director, as needed.
Provide on-call status for resident emergency needs in coordination with the case management team.
Provide in-service training and promote staff development to ensure case management staff have core competencies.

Qualifications

REQUIRED QUALIFICATIONS

3-5 years of experience in Social Work or related field, MSW preferred
3-5 years of experience building and managing teams/staff
Significant experience providing complex trauma-informed practices, coordinating services, and navigating complex systems, particularly with youth and young adults
Strong knowledge of Trauma Informed Practice models
Strong knowledge of available community services and how to access them
Expertise in youth and young adult development
General knowledge in the areas of affordable housing and animal welfare
Exceptional skills in engaging and assessing young adults and coordinating resources within families, institutions, communities, and educational systems
Ability to lift, push, and pull at least 15 lbs.

COMPETENCIES

The Manager of Support Services should demonstrate the following competencies:

Mission-focused : Work in a manner that consistently reflects the organization’s mission and values.
Adaptability/flexibility : flexibility, versatility, and tolerance in a changing/start-up/entrepreneurial work environment
Planning : Determine strategies to move programs forward, set goals, create and implement action plans, and evaluate the process and results.
Communications skills: Persuasive and passionate communicator with strong verbal and written skills as well as strong listening skills.
Facilitation and Training: Effectively guiding meetings and learning processes, adapting to diverse needs, and fostering an inclusive, engaging environment to achieve objectives.
Leadership: Positively influence others to achieve results that are in the best interest of the organization and the youth we serve.
Relationship building : Establish and maintain positive working relationships with all stakeholders.
Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness.
Transparency : Create clear lines of sight into programs and program activities for all stakeholders
Discretion : Act with discretion, particularly when handling sensitive issues and maintain confidentiality of all proprietary and personal data
Creativity/innovation : Develop new and unique ways to serve our youth and create new opportunities for the youth
Decision making: Assess situations to determine their level of importance, urgency, and risk; make clear and timely decisions that further the organization’s best interest.
Problem-solving/reasoning skills : Assess problems, identify root causes, gather and process relevant information, generate possible solutions, make recommendations, and/or resolve the problem.
Strategic thinking : Assesses options and actions based on trends and conditions in the environment, and the vision and values of the organization.
Ethical behavior : Ensure that personal behavior and the behavior of others is consistent with the standards set forth by the organization and aligns with the values of the organization
Maintain poise and professionalism : Ability to maintain poise and professionalism with a variety of audiences and in a variety of situations

Additional Information

Comprehensive health coverage, including medical, dental, and vision . Employer covers 95% of employee premiums and 50% of family premiums for medical insurance.
Employer-paid short and long-term disability coverage
Generous paid vacation, sick, and 9 paid holidays
Employee discounts at the pet retail store and the Crossroads Cafe
Job Function: Programs and Service Delivery
Service Area: Animal Welfare
Start Date: 11/11/2024
Salary Range: $54,000-$62,000
Working Hours: 40 hrs/wk; M-F, 8:00am - 4:30pm; some evenings and weekends as needed

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Manager of Support Services