Director of Programs & Services

About Ohio Valley Goodwill Industries

Ohio Valley Goodwill Industries is a non-profit organization dedicated to providing job training, employment placement, and support services for individuals with disabilities and other barriers to employment. With a focus on empowering individuals to achieve greater independence and inclusion in the community, Ohio Valley Goodwill has been serving the Greater Cincinnati area for over 100 years

Position Summary

The Director, Programs & Services provides strategic, operational and administrative leadership for a diverse portfolio of community-based programs designed to strengthen families, support young people, increase access to essential resources and promote long-term stability and self-sufficiency.

The Director oversees programs that may include family support and youth services, volunteer services, housing assistance, childcare assistance and other emerging community initiatives. The position is responsible for ensuring that services are coordinated, participant-centered, outcomes-driven, financially sustainable and delivered in compliance with organizational policies, funding requirements and applicable regulations.

As a member of the Community Impact & Investment leadership team, the Director translates organizational strategy into effective program delivery, develops strong community partnerships, supports program growth and innovation, and establishes consistent systems for performance management, quality assurance and continuous improvement.

The Director will build an integrated service model that makes it easier for individuals and families to access multiple supports, navigate community resources and progress toward greater stability, independence and economic opportunity.

Essential Duties and Responsibilities

Strategic Program Leadership

• Provide strategic direction and oversight for the organization’s family support, youth, volunteer, housing assistance, childcare assistance and related community service programs.
• Translate organizational priorities into annual program plans, service targets, implementation strategies and measurable outcomes.
• Develop an integrated approach to service delivery that connects individuals and families with the full range of available organizational and community resources.
• Identify service gaps, emerging community needs and opportunities to expand or strengthen programming.
• Recommend new programs, partnerships and service models that advance the organization’s mission to eliminate barriers, empower people and elevate human potential.
• Support the development and implementation of programs in new communities and service locations.
• Ensure that programs remain responsive to changing participant needs, funding environments and community conditions.
• Participate in organizational strategic planning, annual planning, budgeting and leadership decision-making.

Program Operations and Service Delivery

• Oversee the daily operation, coordination and performance of all programs within the assigned portfolio.
• Establish clear program standards, workflows, eligibility requirements, referral procedures and service-delivery expectations.
• Ensure participants receive timely, respectful, accessible and high-quality services.
• Promote coordinated case management and effective referrals across programs, departments and community partners.
• Establish consistent procedures for intake, assessment, service planning, documentation, follow-up and program completion.
• Monitor program capacity, participant demand, service utilization, waiting lists and staff workloads.
• Resolve complex program, participant or operational issues that require director-level intervention.
• Ensure programs are delivered in a manner that is trauma-informed, person-centered, culturally responsive and appropriate for individuals of different ages, abilities and backgrounds.
• Maintain appropriate safeguards for children, youth, families and other potentially vulnerable populations.
• Develop business-continuity and contingency plans to minimize interruptions in essential services.

Housing and Childcare Assistance

• Oversee programs that help individuals and families access housing-related and childcare-related resources, financial assistance, navigation and referrals.
• Establish procedures for determining eligibility, documenting assistance, approving expenditures and monitoring participant outcomes.
• Ensure financial assistance is distributed consistently, equitably and in accordance with funding requirements.
• Maintain strong referral relationships with housing providers, landlords, childcare providers, public agencies and community-based organizations.
• Monitor trends affecting housing and childcare access and recommend programmatic responses.
• Ensure participants are connected with longer-term supports when immediate financial assistance alone will not resolve the underlying barrier.
• Work with internal teams to connect housing and childcare assistance participants with employment, financial education, benefits navigation and other supportive services.

Performance Management and Continuous Improvement

• Establish measurable objectives, key performance indicators and service standards for each program.
• Review program dashboards, participant outcomes, service-delivery data and financial performance regularly.
• Use data to identify performance gaps, service trends and opportunities for improvement.
• Lead corrective action planning when programs are not meeting contractual, financial, quality or outcome expectations.
• Conduct regular program reviews to assess effectiveness, efficiency, accessibility and participant experience.
• Promote a culture in which staff use data, participant feedback and community input to improve services.
• Ensure program successes, challenges and lessons learned are documented and communicated to organizational leadership.
• Support the evaluation of pilot programs and determine whether they should be modified, expanded, sustained or discontinued.

Staff Leadership and Development

• Recruit, supervise, coach and evaluate program managers and other assigned staff.
• Establish clear performance expectations and ensure staff understand program goals, policies, funding requirements and service standards.
• Develop the leadership and management capabilities of direct reports.
• Promote accountability, collaboration, professional conduct and effective communication across the portfolio.
• Conduct regular individual supervision, team meetings and performance reviews.
• Identify staff training needs and coordinate professional development in areas such as case management, documentation, customer service, trauma-informed practice, safeguarding, compliance and performance management.
• Support succession planning and the development of emerging leaders.
• Address performance or conduct concerns promptly, consistently and in partnership with Human Resources.
• Create an inclusive and supportive work environment in which employees are valued and equipped to succeed.

Financial Management and Resource Stewardship

• Develop and manage annual program budgets in partnership with Finance and executive leadership.
• Monitor revenue, expenses, participant assistance, staffing allocations and budget variances.
• Ensure program expenditures are reasonable, allowable, properly approved and supported by appropriate documentation.
• Develop corrective strategies when programs are not meeting financial expectations.
• Identify opportunities to improve operational efficiency without reducing service quality.
• Support the development of sustainable funding models for existing and emerging programs.
• Contribute program information, budgets, service projections and performance data to grant applications, contracts and funding proposals.
• Ensure that restricted funds and participant assistance dollars are used in accordance with donor, funder and contractual requirements.

Compliance, Quality Assurance and Risk Management

• Ensure programs comply with applicable laws, regulations, contracts, grants, accreditation standards and organizational policies.
• Maintain current knowledge of requirements affecting youth services, volunteer management, housing assistance, childcare assistance, confidentiality, records retention and participant safety.
• Establish procedures for accurate, timely and complete program documentation.
• Work closely with compliance, data integrity, finance, human resources and other internal departments to prepare for monitoring visits, audits and program reviews.
• Respond promptly to findings, complaints, incidents or identified compliance concerns.
• Develop and monitor corrective action plans when deficiencies are identified.
• Ensure staff understand mandatory reporting, confidentiality, informed consent, incident reporting and participant grievance procedures.
• Maintain appropriate internal controls for the authorization and distribution of financial assistance.
• Protect participant information and ensure compliance with applicable privacy and data-security requirements.

Community Partnerships and External Relations

• Build and maintain relationships with public agencies, schools, childcare providers, housing organizations, funders, employers, nonprofits, faith communities and other community stakeholders.
• Represent the organization at community meetings, coalitions, collaborative tables and public events.
• Develop partnerships that expand referral networks, improve service coordination and increase access to resources.
• Promote the organization as a trusted community partner and leader in integrated human services.
• Identify opportunities for joint programming, shared resources, community investment and collective impact.
• Communicate program outcomes, community needs and emerging trends to internal and external stakeholders.
• Support funder meetings, site visits, presentations and other activities that demonstrate program impact.

Data, Reporting and Impact Communication

• Ensure accurate and timely entry of participant, service, outcome and financial-assistance data.
• Establish regular reporting schedules for staff, leadership, funders and other stakeholders.
• Review data for completeness, consistency and accuracy before reports are submitted.
• Work with data and reporting teams to develop dashboards and tools that support program management.
• Prepare written and verbal program updates for senior leadership and the Board of Directors as requested.
• Translate program data into clear impact narratives for grants, reports, presentations and community communications.
• Ensure that participant information is handled confidentially and used ethically.

Leadership Expectations

The Director, Programs & Services is expected to:

• Demonstrate sound judgment, integrity and accountability.
• Balance compassion for participants with consistent adherence to policies and funding requirements.
• Lead across multiple programs without creating unnecessary silos.
• Communicate difficult information clearly, respectfully and promptly.
• Anticipate challenges and take proactive action before issues affect participants, staff or funders.
• Establish priorities and maintain focus in a complex, changing environment.
• Build trust with employees, participants, community partners and organizational leadership.
• Model the organization’s values and reinforce a culture of service, collaboration, inclusion and continuous improvement.

Key Performance Indicators

Performance may be assessed using measures such as:

• Number of individuals and families served.
• Achievement of enrollment, service and program completion targets.
• Participant progress toward housing, childcare, family stability, education, employment or other defined outcomes.
• Timeliness of participant intake, eligibility determination and delivery of assistance.
• Participant satisfaction and quality-of-service results.
• Accuracy and completeness of program documentation.
• Compliance with funding, contractual and regulatory requirements.
• Timely completion of reports, monitoring responses and corrective action plans.
• Program revenue, expense management and budget performance.
• Staff retention, performance and professional development.
• Volunteer recruitment, engagement, retention and hours of service.
• Growth and effectiveness of community partnerships.
• Successful development, implementation and evaluation of new programs.
• Effectiveness of internal referrals and cross-program service coordination.

Education and Experience

Required

• Bachelor’s degree in social work, human services, public administration, nonprofit management, education, community development or a related field.
• A minimum of seven years of progressively responsible experience in human services, community programs, nonprofit management or a related environment.
• At least three years of experience supervising managers, supervisors or multidisciplinary teams.
• Demonstrated experience overseeing multiple programs, funding sources or service locations.
• Experience managing program budgets, grants, contracts and performance expectations.
• Experience working with individuals and families experiencing barriers related to income, employment, housing, childcare, education or access to community resources.
• Demonstrated experience using data to manage performance and improve services.
• Experience developing partnerships with public agencies, nonprofits, schools, funders or other community institutions.

Preferred

• Master’s degree in social work, public administration, nonprofit management, education, business administration or a related field.
• Experience overseeing family support, youth development, housing assistance, childcare assistance or volunteer programs.
• Experience with government-funded or foundation-funded community service programs.
• Experience with accreditation, compliance monitoring, audits or formal quality-assurance systems.
• Experience developing or launching new community-based programs.
• Knowledge of the Greater Cincinnati regional human services and community-resource network.

Knowledge, Skills and Abilities

• Strong knowledge of community-based human service delivery.
• Ability to lead a broad and diverse program portfolio.
• Strong program-development, implementation and evaluation skills.
• Ability to interpret contracts, grants, policies and regulatory requirements.
• Knowledge of trauma-informed, person-centered and culturally responsive practices.
• Strong financial-management and budget-monitoring skills.
• Excellent staff supervision, coaching and performance-management abilities.
• Ability to analyze data and translate findings into operational decisions.
• Strong written, verbal and presentation skills.
• Ability to develop effective relationships with community partners, funders and public officials.
• Strong organizational, project-management and problem-solving abilities.
• Ability to manage competing priorities and respond effectively to urgent situations.
• High level of discretion when handling confidential participant, employee and organizational information.
• Proficiency with Microsoft Office applications and experience using case-management, volunteer-management or client-information systems.

Additional Requirements

• Ability to travel regularly between program sites and community locations.
• Availability to attend occasional evening or weekend meetings and events.
• Valid driver’s license, reliable transportation and insurability under the organization’s vehicle policy, where applicable.
• Successful completion of required background checks and screenings.
• Ability to meet any additional requirements associated with programs serving children, youth or other vulnerable populations.

Please complete application and attach resume with detailed work experience.  Incomplete applications will not be considered for the position.
 EEO Employer/Vet/Disabled

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