About the RoleThe Senior Director provides overall leadership and accountability for the Care Campus, bringing together programmatic and operational functions to deliver safe, effective, integrated, and participant-centered services.This is the senior site leadership role, with accountability for Campus performance, contractual compliance, service quality, participant experience and safety, staff effectiveness, operational performance, partnerships, and alignment across multidisciplinary teams. The Senior Director leads the Associate Director of Site Operations, program managers, and other assigned leaders and serves as the senior site-level escalation point for significant programmatic, operational, staffing, safety, participant, partner, and community matters.Key ResponsibilitiesCampus LeadershipProvide overall leadership, direction, and accountability for the Care Campus and establish a culture centered on participant dignity, safety, service quality, collaboration, accountability, and operational excellence.Lead and develop the Associate Director of Site Operations, program managers, and other assigned site leaders.Establish clear responsibilities, decision-making authority, communication expectations, and escalation pathways across programmatic and operational functions.Maintain a visible and engaged leadership presence and ensure appropriate leadership coverage and continuity of essential services.Program & Service LeadershipOversee ICMS case management, client support, participant engagement, service coordination, and other programmatic services.Ensure services are participant-centered, trauma-informed, culturally responsive, and aligned with harm-reduction and Housing First principles.Promote strong connections to housing, healthcare, behavioral health, public benefits, outreach, and other supportive resources.Monitor participant access, service utilization, outcomes, service quality, grievances, accommodations, and barriers to engagement or service coordination. Operational & Safety LeadershipProvide senior oversight of Campus operations through the Associate Director of Site Operations.Ensure staffing structures, operational systems, Safety, Hygiene, facilities coordination, site procedures, and continuity planning effectively support participant services.Maintain overall accountability for participant, employee, visitor, and Campus safety.Provide senior site leadership during critical incidents, emergencies, major disruptions, and other high-risk situations.Ensure significant incidents are appropriately reported, escalated, documented, reviewed, and addressed and that corrective actions and risk-mitigation strategies are implemented.People & CultureLead, coach, and develop site leaders and hold managers accountable for effective supervision and management of their teams.Monitor staffing levels, vacancies, turnover, attendance patterns, training, and other workforce factors that may affect services.Partner with People + Culture on workforce planning, recruitment, retention, employee relations, and significant performance matters.Foster a workplace characterized by professionalism, accountability, teamwork, inclusion, communication, and respect.Partnership & Community EngagementDevelop and maintain productive relationships with funders, public agencies, healthcare and behavioral health organizations, housing providers, community-based organizations, businesses, neighborhood stakeholders, and service partners.Provide strategic oversight of partner relationships and service integration.Represent the Campus in funder, community, stakeholder, and partner meetings and address escalated or sensitive external concerns.Contract, Quality & Performance ManagementMaintain overall accountability for contractual performance and achievement of Campus and program objectives.Monitor key performance indicators, participant outcomes, service utilization, staffing, incidents, documentation, and other measures of performance.Ensure required data, reporting, documentation, and corrective actions are timely, accurate, and sustained.Partner with Compliance, Quality, Data, Finance, Contracts, and other organizational functions on monitoring, audits, program reviews, and performance improvement.Fiscal & Organizational StewardshipPartner with Finance and organizational leadership to monitor expenditures, staffing levels, resource use, and significant program needs.Identify fiscal, staffing, equipment, or resource risks that may affect services or contractual performance.Promote responsible use of staffing, space, supplies, equipment, and other Campus resources.Lead cross-functional coordination across Programs, Operations, People + Culture, Compliance, Finance, Contracts, Data, IT, Facilities, Communications, and other organizational departments.Continuous ImprovementRegularly evaluate Campus performance, service integration, staffing models, workflows, participant experience, operational effectiveness, and emerging needs.Use participant feedback, employee input, partner feedback, performance information, incidents, and operational experience to identify systemic barriers and strengthen services.Lead improvements that support a more integrated, responsive, safe, and effective Care Campus.
