Direct Service Coordinator

Direct Service Coordinator

Thrive Survivor Support Center – Concord, NH

Position Summary

The Direct Service Coordinator is responsible for ensuring the consistent delivery of high-quality, trauma-informed, and survivor-centered services across Thrive Survivor Support Center. This role provides coordination, implementation, and real-time operational support of direct service programming, including crisis response, advocacy, and shelter services.

Working in close collaboration with client-facing staff, volunteers, and community partners, the Direct Service Coordinator supports the day-to-day functioning of services, promotes continuity of care, and helps ensure survivors receive responsive, equitable, and compassionate support.

This role is designed as a coordination and frontline support position, with a strong emphasis on both direct service engagement and staff support, and does not hold primary responsibility for formal staff supervision, performance management, or department-wide strategic oversight. This role reports to the Director of Programs and Partnerships and works collaboratively to implement the direct service and shelter operations seamlessly.

Key Responsibilities

Program Coordination & Daily Operations

• Manage and oversee scheduling for all accompaniment requests (including CAC, ACERT, hospital, law enforcement, court proceedings, and other community-based responses), ensuring timely and appropriate advocate coverage
• Monitor daily staff coverage, calendars, and service flow to support smooth, responsive operations across locations
• Identify immediate service gaps, coverage needs, or operational challenges and collaborate with leadership to solve problems in real time
• Support clear and consistent communication across team members to promote continuity of care and shared responsibility
• Assist in maintaining systems that support efficient service delivery, while providing feedback to leadership on opportunities for improvement

Staff Support & Supervision

• Provide day-to-day guidance, mentorship, and real-time consultation to advocates, interns, and volunteers
• Support onboarding and training of new staff and interns in collaboration with leadership
• Encourage staff autonomy, confidence, and decision-making skills, while reinforcing trauma-informed practices
• Promote a team culture grounded in collaboration, wellness, accountability, and mutual support
• Support staff in navigating challenging or complex situations, while encouraging independent problem-solving when appropriate

Direct Service & Advocacy

• Provide direct advocacy to survivors of domestic violence, sexual violence, stalking, and human trafficking as needed and support advocates in building their own confidence in advocacy.
• Conduct crisis intervention, safety planning, and resource navigation as needed and in collaboration with direct service advocates.
• Support shelter intakes, including assessing survivor needs and coordinating services
• Assist with high-acuity or complex cases requiring additional coordination
• Model trauma-informed, survivor-centered, and culturally responsive advocacy practices in all interactions

Collaboration & Partnerships

• Maintain strong working relationships with community partners, including law enforcement, healthcare providers, and social service agencies
• Participate in multidisciplinary team meetings and coordinated community response efforts as appropriate
• Support cross-agency collaboration to ensure survivors have access to comprehensive care
• Identify and communicate emerging service needs, trends, or gaps to leadership

Data, Documentation & Compliance

• Ensure timely, accurate, and confidential documentation of services in accordance with agency policies, confidentiality standards, and applicable laws (including RSA 173-C)
• Support tracking of service data and outcomes for reporting, grant requirements, and continuous quality improvement
• Reinforce documentation expectations and support staff in maintaining data quality and compliance

Training & Community Engagement

• Support or co-facilitate training for staff, volunteers, and community partners
• Assist with outreach and education efforts to increase awareness of survivor services
• Provide feedback to leadership on training needs, service trends, and opportunities for program improvement
• Engage in ongoing professional development related to trauma-informed care, advocacy, and emerging best practices

Qualifications

• Bachelor’s degree in social work, human services, or related field (or equivalent experience)
• Minimum of 2–3 years of experience in direct service work with survivors of violence or related populations
• Experience in crisis intervention, advocacy, or shelter services preferred
• Strong understanding of trauma-informed care and survivor-centered practices
• Excellent communication (both spoken and written), organizational, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced and dynamic environment
• Commitment to equity, inclusion, and culturally responsive services

Work Environment & Schedule

• This position is based in Concord, NH, and will also have responsibility for supporting our Franklin satellite office and traveling across Merrimack County to serve survivors at times.
• May require occasional evening or on-call availability depending on program needs
• Hybrid of administrative coordination and direct service work

This role is ideal for someone deeply committed to supporting survivors and the staff who serve them—someone who values collaboration, adaptability, and balancing direct service with coordination and team support in a trauma-informed environment. This is a wonderful opportunity for someone who wants to build towards a leadership position in the survivor serving space.

Job Type: Full-time

Pay: $21.00 - $22.00 per hour

Benefits:

• 403(b)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Loan forgiveness
• Paid time off
• Vision insurance

Application Question(s):

• What makes you interested in supporting survivors of violence specifically?

Experience:

• residential/shelter: 1 year (Preferred)

Ability to Relocate:

• Concord, NH: Relocate before starting work (Required)

Work Location: In person

Salary : $21 - $22