Job Description:\n\n Title: Managing Director of Support Services Location: Chicago Schedule: On-site, Monday to Friday (8:00 AM - 4:30 PM). Flexibility in scheduling and work location is required due to 24/7 site operations. Summary: Lead the services that help youth thrive. Heartland Human Care Services is seeking a Managing Director of Support Services to oversee and strengthen the essential programs that power our Youth Residential Services (YRS). Reporting to the Executive Director of SAFEty Initiatives, you’ll design, develop, and coordinate quality improvement initiatives and data management processes to ensure excellence across clinical, educational, recreational, medical, transportation, and family reunification services. This leadership role is about more than operations, it’s about shaping systems that create safe, supportive environments where youth can heal, learn, and grow. You’ll set standards, monitor outcomes, and drive improvements that meet funder and licensing requirements while advancing best practices in care. As a key member of the SAFEty Initiatives Leadership Team, you’ll collaborate with other Managing Directors and HHCS Executive Leadership to ensure our services remain effective, innovative, and mission-driven. If you’re ready to lead with vision, accountability, and purpose, we invite you to join us in building stronger futures for young people. Why Join Us? Make a meaningful impact on the lives of individuals seeking education and career pathways.Collaborate with a diverse and passionate team dedicated to the mission and vision of our organization.Providing flexibility and work-life balance.Participate in professional development opportunities to enhance your skills and expertise. Our Benefits: Medical insurance. BCBS PPO, EPO, and HSA Plans Dental insurance. Vision insurance. 401(k) 3% Employer Contribution. Paid maternity leave. Paid paternity leave. Commuter benefits. Professional Development Assistance. Disability insurance FSA Spending Account Life Insurance Employee Assistance Program Special Vendor Discounted Offerings on Travel, Amusement Parks, etc. Essential Functions: Duties and Responsibilities: Leadership and Management Is responsible for delivery of high quality, compliant support services that are responsive to the needs of children in care across all facilities.Manages directors that oversee each of the support service areas, (i.e., clinical services, education and recreations services, family reunification services, medical services, transportation services, and other programs as assigned) develops and monitors annual plans addressing barriers and striving towards excellence.Leads support services team, meeting regularly and as required to support the goals and the overall development and implementation of YRS’ annual plan. Supports development of and monitors the support services budget and expends program funds in accordance with organization approved policies.Partners with the SAFEty leadership team to ensure that child welfare best practices are implemented across programs and mitigates challenges expeditiously and effectively through a participant-centered approach and trauma informed lens. Participates in overall administration and management of the organization through membership of the organization’s executive and management teams. Maintains a regular presence on site, connecting staff, participants, and the support services team. Strategy Assists with the development, submission and negotiation of budgets, contracts with governmental agencies and designated private funding foundations to maintain current and develop new program initiatives.In conjunction with the Executive Director of SAFEty Initiatives, and the SAFEty leadership team, develops and implements an annual plan with long and short range objectives and communicates the plan to the teams so that every staff member sees themselves and understands their role within the plan. Oversees director’s efforts in the implementation of Evidence Based and Therapeutic Youth Engagement strategies. This includes community relations, technical assistance or associated MOU’s and contracts.Manages effective processes and tracks systems that support program operations, (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. Compliance, Policies and Standard Operating Procedures Ensures support services teams implement actions identified in CAPs and consistently adhere to HHCS, ORR and DCSF policies and procedures.Facilitates implementation of new processes and distribution and roll out of new policies and procedures with support services teams. Implements organization personnel policies to encourage professional growth and to meet program operations goals. Ensures that the supports services team is represented and regularly participates in the Continuous Quality Improvement and Case Management System (CMS) committee. Partners with the SAFEty leadership team to oversee quality improvement initiatives to analyze trends in program performance outcomes, data quality, and compliance to determine root causes of emerging issues; consult with appropriate staff; and develop training and/or technical assistance to address issues.Adheres to professional standards as outlined by governmental bodies, NASW (and/or other appropriate professional associations), private funding sources, Organization plans/policies and program guidelines.Participates in periodic evaluative reviews and/or in-house and external staff training to ensure that he/she understands and continues to adhere to such standards. Program Ambassador Initiates and maintains on-going effective and efficient communications with the Office of Refugee Resettlement, the Department of Children and Family Services Licensing, as well as external medical providers as it pertains to support services. Copies the SAFEty Leadership team on all relevant communication.As a member of the SAFEty Leadership Team, represents the SAFEty programming in internal and external liaison activities. Initiates and maintains on-going effective and efficient communications with the Department of Homeland Security, the Office of Refugee Resettlement, Division of Unaccompanied Children’s Services, and the Department of Children and Family Services in matters related to programming and significant incidents. Ensure reports are submitted to funders as required by contract. Develops and maintains professional relationships with social service organizations and government agencies to enhance service delivery and to interpret organizational programs for outside audiences. Remains current on developments in services to the targeted populations through attendance at professional development workshops, seminars, task force meetings and conferences, etc. Responds to crisis situations 24 hours a day as determined through a coordinated schedule via Agency cell phone. Management Oversight: Manages subordinate directors and managers who supervise employees in SAFEty. Is responsible for the overall direction, coordination, and evaluation of these units. 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. Supervisory Responsibilities (if applicable): The position oversees, the Associate Director of Education and Recreation, the Clinical Director, the Associate Director of Family Reunification, the Medical Director or physician position, and the Associate Director of Health Services. Education and Experience: Master’s degree in social work or related field is required.Minimum of 8 years’ experience in staff supervision, program planning and development, social service administration, fiscal management and policy development and implementation With at least five of those years being with youth in a residential setting or an institutional setting. Bilingual preferred but not required. Certifications/Licenses: LCSW certificate is preferred. Knowledge/Skills/Abilities (K/S/A): 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. Leadership Competencies: To perform the job successfully, an individual should demonstrate the following competencies. 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 emotional topics.Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.Written Communication: Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.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: Treats 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 overcomes 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 tasks; 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.The following language abilities are required: Ability to read and interpret documents such operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.Access to regular, dependable and timely transportation Ability and comfortability working with people of varying socioeconomic backgrounds.Excellent communication skills. Strong networker, convener, relationship builder and communicator with experience collaborating with diverse work teams and stakeholders.Demonstrated ability to handle confidential and sensitive information possessing skills to handle situations in a professional and diplomatic manner.A high degree of collaboration and emotional intelligence, self-motivation, and analytical ability.Proficiency in Microsoft Office, Internet Explorer, Outlook/Exchange; Windows operating systems; and other software routinely used by Heartland Human Care Services.Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.Ability to work independently and remain self-motivated with minimal direct supervision.Strategic thought partnership and consultancy skills. Work Arrangement: This role is an in-person and not hybrid position. The position is expected to rotate amongst multiple program locations throughout the city each week and as needed. Occasional remote work situations will require supervisory approval. 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: While performing the duties of this job, the employee is regularly required to talk and hear. The employee is regularly required to sit, stand and walk.The employee must be able to stoop, kneel and/or crawl.The employee is regularly required to use hands to key, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. The employee must have unrestricted ability to provide physical restraint.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. 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, politica