Program Director – 1:1 Support Services

POSITION SUMMARY

The Program Director – 1:1 Support Services serves as a key leader within Lead4Life, providing strategic oversight and operational management of the organization's youth support services and care coordination services. This position is responsible for ensuring the delivery of high-quality, participant-centered support services that align with Lead4Life's mission and values.

The Program Director oversees the Lead Care Coordinator, Team Leads, the Scheduler, and the Mentor Supervisor, who directly supports a network of anywhere from ~50–80 mentors serving youth and young adults across Maryland. This role is responsible for driving program excellence through staff leadership, operational efficiency, process improvement, quality assurance, documentation oversight, crisis management, and participant outcomes.

The ideal candidate is a dynamic leader who can balance strategic planning with hands-on problem-solving while fostering a culture of accountability, collaboration, and continuous improvement.

Due to the nature of serving high-risk youth and families, work hours may occasionally be unpredictable and require responsiveness to participant and mentor emergencies. While the typical schedule is generally Monday through Friday between 8:00 a.m. – 4:00 p.m. or 9:00 a.m. – 5:00 p.m., flexibility is required to support program operations as needed.

This position requires regular travel throughout Maryland. Lead4Life's primary offices are located in Burtonsville and Glen Burnie, with an additional office in Salisbury.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Leadership & Supervision

• Provide direct supervision and leadership to Lead Care Coordinator(s), Team Leads, the Scheduler, and the Mentor Supervisor.
• Oversee the performance, development, and accountability of staff members to ensure exceptional service delivery.
• Foster a positive, mission-driven, and results-oriented work environment.
• Conduct regular supervision meetings, coaching sessions, and performance evaluations.
• Support staff development through mentoring, training, and professional growth opportunities.
• Participate in the recruitment, interviewing, onboarding, and retention of program staff.

Program Operations

• Oversee daily operations of the 1:1 Support Services Program.
• Ensure consistent implementation of program policies, procedures, and service standards.
• Monitor staffing coverage, scheduling effectiveness, and participant engagement.
• Develop, implement, and maintain systems that improve operational efficiency and service quality.
• Lead continuous quality improvement initiatives and identify opportunities to strengthen program effectiveness.
• Collaborate with leadership to establish strategic goals and performance metrics.

Mentor Program Oversight

• Provide oversight and support to the Mentor Supervisor responsible for managing approximately ~50–80 mentors statewide.
• Ensure mentors receive appropriate training, coaching, guidance, and support.
• Monitor mentor performance and adherence to organizational standards.
• Assist with conflict resolution, performance concerns, and mentor retention efforts.
• Ensure mentors maintain appropriate documentation and participant engagement requirements.

Participant Services & Crisis Management

• Ensure participants receive timely, effective, and high-quality support services.
• Provide leadership during participant crises, emergency situations, and critical incidents.
• Support staff in developing intervention strategies and service plans.
• Ensure compliance with safety protocols and organizational procedures.
• Collaborate with internal and external stakeholders to address participant needs and barriers.

Documentation & Compliance

• Oversee program documentation to ensure accuracy, timeliness, and compliance with agency requirements.
• Monitor data collection, reporting, case notes, and program records.
• Ensure staff maintain confidentiality and adhere to HIPAA and organizational standards.
• Prepare reports, summaries, and program updates for leadership and stakeholders.
• Maintain compliance with contractual, regulatory, and organizational requirements.

Meetings & Collaboration

• Lead and facilitate team meetings, case staffing meetings, and operational planning sessions.
• Participate in organizational meetings, trainings, leadership initiatives, and community partnerships.
• Collaborate with internal departments and external partners to enhance participant outcomes.
• Represent Lead4Life professionally in community and stakeholder engagements.

Process Improvement & Strategic Development

• Identify opportunities to improve systems, workflows, communication, and service delivery.
• Develop and implement best practices that enhance efficiency and participant outcomes.
• Analyze program trends and performance indicators to support data-informed decision-making.
• Contribute to organizational planning and growth initiatives.

Additional Responsibilities

• Travel regularly throughout Maryland to support staff, participants, and program operations.
• Provide support during emergencies, critical incidents, and after-hours situations as needed.
• Attend all required trainings, meetings, and organizational events.
• Perform other duties as assigned.

QUALIFICATIONS

Education & Experience

Bachelor's degree in Human Services, Social Work, Psychology, Criminal Justice, Business Administration, Education, or a related field preferred.

Equivalent combinations of education, professional experience, and demonstrated leadership experience may be considered.

Minimum of five (5) years of progressively responsible experience working with youth, young adults, families, or justice-involved populations, including at least three (3) years in a supervisory or leadership capacity.

Preferred Experience

• Experience working with youth involved in the juvenile justice, criminal justice, child welfare, behavioral health, or related systems.
• Experience managing multidisciplinary teams and large-scale service programs.
• Demonstrated success in staff supervision, coaching, performance management, and leadership development.
• Experience with crisis intervention, case management, mentoring, and participant engagement.
• Experience implementing operational improvements and quality assurance initiatives.

Knowledge, Skills & Abilities

• Strong leadership, organizational, and team-building skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong conflict resolution and problem-solving abilities.
• Experience facilitating meetings and leading diverse teams.
• Ability to analyze data and use information to improve program performance.
• Strong understanding of participant-centered and trauma-informed practices.
• Commitment to diversity, equity, inclusion, and community engagement.
• Ability to exercise sound judgment and maintain confidentiality.

Technical Requirements

• Proficiency with Microsoft Office Suite and cloud-based communication platforms.
• Experience using case management systems, scheduling software, and electronic documentation systems.
• Knowledge of HIPAA requirements and confidentiality standards.
• Ability to utilize technology to monitor program performance and support operational efficiency.

Additional Requirements

• Valid driver's license and reliable transportation.
• Ability to travel regularly throughout Maryland.
• Ability to pass all required background screenings and clearances.

GENERAL PHYSICAL REQUIREMENTS

Work involves a combination of office, community-based, and field settings.

The employee may occasionally be required to:

• Lift and/or move up to 50 pounds.
• Sit, stand, walk, bend, reach, and drive for extended periods.
• Travel frequently between program locations and participant sites.

VISUAL ACUITY

Must possess visual acuity sufficient to perform activities such as reviewing documents, analyzing data, operating a computer, driving, and maintaining accurate records.

WORKING CONDITIONS

Work is performed in office, community, and field environments throughout Maryland. Position may require travel, exposure to varying environments, and occasional response to crisis situations.

This is a Non-Exempt Position Under the Fair Labor Standards Act.

LEAD4LIFE, INC.

Equal Opportunity Employer

Lead4Life is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.

Pay: $70,000.00 - $80,000.00 per year

Ability to Commute:

• Burtonsville, MD 20866 (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: In person