Director of Support Services

Destination Tomorrow (DT) is a national grassroots LGBTQ organization founded in the Bronx, built on the principle that no individual should have to leave their neighborhood for necessary services. DT's mission is to move clients off the path of emergency care to one where they can grow, learn, and flourish by emphasizing economic, social, and mental empowerment through comprehensive educational, financial, and health programs, as well as housing solutions. As an expanding multi-site organization, Destination Tomorrow proudly serves the community across The Bronx, New York City; Atlanta, GA; and Washington, D.C.

Position Summary

The Director of Support Services leads Destination Tomorrow’s Support Services Department, overseeing case management, client navigation, intake services, and victim advocacy. The Director is responsible for ensuring high-quality, compliant, and responsive support services that meet both client needs and contractual obligations.

The Director oversees daily service operations while serving as a key bridge between the agency, funders, clients, and frontline service staff. They ensure that grant-funded services are implemented in accordance with federal, state, and local regulations and maintain working knowledge of all active contracts to ensure service delivery aligns with funding requirements.

This vital role also serves as the daily, designated point of contact for all support service leaders, managing both unpredictable and routine on-site client needs in real time, including emergency and crisis management.

Key Responsibilities

Leadership and Daily Operations Oversight

• Manage high performing team of 6 people, leveraging the agency’s performance management system and professional development tools.
• Meet regularly with the team to build rapport, take feedback, address concerns, and proactively troubleshoot.
• Monitor program performance and client outcomes to ensure support services meet contractual targets and organizational impact goals.
• Respond to day-to-day crises and emergencies following the agency’s site safety and de-escalation protocols and policies, provided upon joining Destination Tomorrow.
• Ensure the client intake process is followed from registration to documentation to implementation of services; troubleshoot and adjust approach as needed to ensure accuracy, efficiency, and optimal client experience.
• Ensure that staff are making the appropriate supportive service referrals for clients across internal and external providers.
• Review client service plans developed with team members, before plan activation, to ensure high impact and relevance for the client, and compliance with the grant contract.

Compliance, Quality Assurance, and Reporting

• Work with the Director of Research and Evaluation to:
• Ensure accurate client data entry and documentation standards
• Create and update policies and procedures reflective of the operation of Destination Tomorrow’s support service program offerings.
• Work with the organization’s Director of Compliance to ensure the operational compliance standards are being followed throughout the department.
• Ensure that program operations meet the standards defined in local, state, or federal funding contracts.
• Participate in quality improvement activities within the agency and fulfill requests for quality improvement plans by funders.
• Complete contract reports from funders on a monthly, quarterly, or yearly basis as specified, required to demonstrate contract compliance.

Qualifications

• Master’s degree in social work or public administration, plus at least 5 years of relevant experience overseeing support services programs in healthcare centers or other social service organizations.
• MSW, MPH, or MPA required
• 2-3 years of experience managing 4 or more people.
• At least 2 years of experience working with individuals with health, homelessness, poverty, or cultural/language issues.
• Work with specialized populations such as the LGBTQIA community.
• Proficiency with Microsoft Office and Google Workspace

Preferred

• Fluency in Spanish
• Experience in multi-site nonprofit organizations.
• Experience working within a grant-funded environment requiring compliance, reporting, and contract oversight.
• Experience supporting organizational growth, scaling operations, or navigating restructuring.

Key Competencies

• Emotional Intelligence & Courage – Navigates sensitive conversations, holds boundaries appropriately, stays calm under pressure and in emergencies, and manages conflict with clarity and professionalism.
• Professional & Executive Presence – Demonstrates composure, sound judgment, discretion, and credibility when working with executive leadership, colleagues, and clients.
• Highly organized, proactive, and adept at navigating complexity and multi-tasking in real time.
• Exceptional documentation, cross-functional facilitation, and communication skills.
• Excellent time management skills.
• Commitment to Destination Tomorrow’s mission and values.

What We Offer

• Competitive salary range (to be determined based on experience) between $85,000 - $95,000
• Robust medical, dental, and vision insurance.
• Paid sick time and paid time off.
• Opportunity to make an impact during a pivotal growth moment serving LGBTQ communities, especially Black and Brown trans and gender-expansive people.
• Align your expertise with your values while supporting affirming, community-rooted services.