Manager of Support Services (HMV/HMII/HMJ)

Manager of Support Services (HMV/HMII/HMJ)
About Us: Volunteers of America is a national, faith-based nonprofit organization founded over 125 years ago. VOA Illinois is one of the oldest affiliates of the Volunteers of America family delivering strength-based trauma-informed, gender-responsive and culturally sensitive programs and services at the highest standards of excellence to our clients. We have never stopped reinventing our services and we continue to innovate based on our communities’ evolving needs. VOA Illinois, a certified “Great Place to Work,” fosters an organizational culture focused on faith, innovation and collaboration. Year after year VOA Illinois expands and promotes from within, holding a workforce with over 50% having experienced promotion. Check out our careers page to find more opportunities at Careers - VOA Illinois.
Position Type: This position is exempt and reports to the Director of Clinical and Resident Services. The hours of work are generally Monday through Friday, 9:00 AM to 5:00 PM but may include evenings and weekends as assigned. This position is on-site for the first three months. After this period, employees in good standing may be eligible for at least one remote workday per week, subject to performance, manager approval, and business needs.
Environment: Generally, this position operates in a professional office environment; however, this position requires frequent travel in and around the community to our various facilities, by utilizing a personal vehicle or other methods of transportation. Must be able to lift and carry 50 lbs.
Core Competencies: To perform this job successfully, an individual must be able to meet or exceed the following:
  • Drive engagement and communication with clients that embodies empathy, patience and emotional intelligence.
  • Advocate for clients using active listening to determine resources and meet various needs.
  • Collaborate with VOA colleagues, outside organizations or vendors, etc. to connect clients and obtain necessary resources.
  • Display discipline in managing time and attention to assigned caseload, tasks or projects.
  • Exercise prudent stewardship of agency resources.
  • Exhibit cultural competence while serving clients of diverse backgrounds and commit to expanding knowledge and understanding of different communities and people groups.
  • Demonstrate ethical and professional behavior at all times.
  • Engage with trauma-informed care approach and practice principles.
  • Recognize and display ability to de-escalate and resolve conflict as necessary.
Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Oversee hiring, supervision, and support of Client Support and Service Coordinators, Peer Support Specialists, and social services interns across Hope Manor II, Hope Manor Joliet, and Hope Manor Village.
  • Direct daily program operations to ensure policies, procedures, goals, and service objectives are met efficiently.
  • Demonstrate strong leadership skills, effectively manage crisis situations, and work with diverse populations.
  • Build and maintain trauma-informed, person-centered relationships with residents, providing direct services as needed.
  • Maintain strong partnerships with community stakeholders and property management to ensure continuity of care and coordinated services.
  • Ensure accurate and timely documentation of resident files, case notes, and service plans.
  • Support development of youth programming for residents’ dependents, including after-school and mentoring initiatives.
  • Promote a positive organizational culture and represent VOA Illinois professionally in the community, including securing volunteers and resources.
  • Maintain a flexible schedule, including evenings and weekends, to meet resident needs.
  • Uphold the mission and values of VOA of Illinois.
Other Duties: As assigned by supervisor.
Education and Experience:
  • This position requires a bachelor’s degree in human services or a related field.
  • Minimum of 3 years of direct work in human services field.
  • 2 years of management or leadership experience preferred.
  • Prior experience working with individuals experiencing homelessness and/or behavioral health challenges preferred.
  • Familiarity with Medicaid billing processes preferred.
  • Must be proficient in Microsoft Office, with especially spreadsheets, databases, and reporting tools.
  • Excellent interpersonal, critical thinking, and written and verbal communication skills.
  • Must have a valid driver’s license as the job requires significant travel.
Compensation and Benefits: Base Salary Range: $52,000-$62,400
  • Medical Dental, Vision
  • 403b/403b Matching
  • Paid-Time Off
  • Life Insurance
  • PSLF
  • Employee Assistance Program (EAP)
  • Flexible Spending Account (FSA) / Health Savings Account (HSA)
  • Referral program
  • AFLAC Supplemental Insurance options
VOA Illinois provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status or any other characteristic protected by state, federal or local law.
Reasonable accommodations will be considered to qualified applicants and employees with disabilities upon request.
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