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Director of Individual Services

For nearly four decades, Heading Home has effectively pioneered programs to end homelessness in Greater Boston. As our name reflects, we believe that a stable home provides the optimal foundation to get back on track, so our programs focus heavily on assessment, engagement, individual goal-setting and securing permanent housing for our clients as quickly as possible. We provide emergency, transitional and permanent housing and support services such as life skills, financial literacy, and job training to low-income homeless and formerly homeless families and individuals. Our model of providing housing together with critical services works: for nine consecutive years, at least 90% of the residents in our permanent housing programs have remained successfully housed a year later and in 2014 in particular, 95% remained housed – an all-time high.
Heading Home is a dynamic place to work. We pride ourselves on being a learning organization and this means utilizing best practices in the field of service delivery with the populations that we serve. We work in close collaboration with other service providers and training resources to ensure that our staff, through interactive learning, evidenced-based approaches and a strengths-based model, are poised to achieve the best possible outcomes for our clients. If this approach is one that you share, please consider joining our team.
Learn more about Heading Home here: 

Position Overview:

The Director of Individual Services leads the team that develops and delivers Heading Home’s services to homeless and formerly homeless individuals, overseeing both congregate and scattered-site programs and playing a key role on the organization’s Executive Team. Reporting to the Chief Operating Officer, the Director of Individual Services will ensure that Heading Home’s Individual Services Team meets ambitious program delivery goals, while making necessary modifications to program design and organizational structure, as well as shaping and implementing program expansion and new services. A successful Director of Individual Services will provide superior support to his/her staff, while continuously increasing the team’s impact on client populations, particularly during periods of organizational and programmatic growth. This is an incredibly exciting time to join this team and effect large-scale change for homeless individuals in the city of Boston. 


• Ensure that programs are appropriately staffed and that staff have the tools, resources, training, and support necessary to meet program goals 
• Directly recruit, train and supervise Individual-Services Program Managers and Intake Coordinator 
• Oversee the delivery of client services, evaluating program impact, recommending program/policy changes, and expanding programs; advise on, and at times directly manage, challenging client situations in partnership with other individual services staff members
• In collaboration with other members of the team, develop and implement appropriate policies and procedures to ensure smooth and effective service delivery to individuals and compliance with regulations, contracts, and Heading Home policies
• Participate in fundraising and cultivation events as an agency ambassador; work collaboratively with fundraising staff to plan and execute quality volunteer activities
• Represent Heading Home at community meetings, including those sponsored by the Massachusetts Housing and Shelter Alliance, the United Way, HUD Continuums of Care, and the Department of Housing and Community Development
• Collaborate with fundraising staff and the Director of Finance and Administration to complete grant requests and coordinate the annual HUD contract renewal process; develop and monitor budgets for programs serving individuals
• Utilize superb communication skills in sharing relevant information and coordinating efforts within the Individual Services Team as well as across other functional teams within the organization 
• Work with the Program Managers and other Heading Home staff to ensure that Heading Home’s inventory of property (owned and leased) is consistent with funding contracts and program needs
• Oversee the recording and tracking of process and outcome data for all individual programs
• Work with Program Managers to conduct periodic reviews of client files and electronic data to ensure that records are complete and of high quality



• 10 years’ progressive leadership experience in program design, implementation, and evaluation in a human services setting (ideally focusing on family or individual homelessness, and/or mental health and drug addiction), with strategic leadership responsibility for a large multi-program department during a time of programmatic growth 

• At least 5 years of staff management experience and the ability to effectively manage direct reports to deliver high quality services to clients, through effective training and onboarding as well as ongoing support and mentoring 

• Demonstrated success managing HUD- and/or other government-funded programs 
• Experience with and expertise in working with low-income populations, and services related to mental illness, substance abuse, and/or homelessness; clinical training and experience preferred
• Highly developed interpersonal and communication skills; adept at working with and relating to diverse constituents
• Strong organizational and project management skills; ability to multi-task in a fast-paced, urgent environment 
• Thrive in a culture that is dynamic, mission-driven and client-centric, on a team which values results, flexibility, and initiative; embody and act as a steward for Heading Home’s mission and its Housing First model in interactions with both internal and external stakeholders
• Bachelor’s degree required; Master’s Degree in relevant fields strongly preferred

To Apply:

Please upload a resume and thoughtful cover letter, outlining how your skills and experience meet the qualifications of the position and stating how you heard about this opportunity, both in Word format, addressed to Lisa Kaplan, COO, at Applications will be reviewed on a rolling basis.

Heading Home offers a competitive salary and benefits, commensurate with experience and skills. Heading Home is an equal opportunity employer.

About Commongood Careers:
Heading Home has partnered with Commongood Careers to conduct the search for a Director of Individual Services. Commongood Careers is a mission-driven search firm that supports the hiring needs of high-impact nonprofits. With an approach that leverages robust talent networks, recruitment and search management expertise, and a deep understanding of our clients’ missions and cultures, we help organizations secure the talent they need to create greater social impact. Since our founding in 2005, Commongood Careers has led more than 700 searches at 275 organizations in 33 states, making us one of the most experienced and dedicated nonprofit search firms in the country. Learn more about nonprofit job opportunities at Commongood Careers.