Director of Shared Services

Description

BUILD, Inc. (Broader Urban Involvement and Leadership Development) is presently seeking a committed, self-motivated, and innovative individual to join our team. BUILD is a nationally respected gang intervention, violence prevention, and youth development organization based on Chicago’s West Side. Since 1969, BUILD has worked to save lives and mentor young people who live in the city’s most challenged neighborhoods. When you work at BUILD you make an important difference to the thousands of youths and families we serve.

Our Core Values: Empathy, Passion, Persistence, and Innovation.

The Director of Shared Services is part of the BUILD leadership team and reports to the Chief Program Officer. The (DSS) leads and manages centralized program operations for Intake, Care Coordination, and Case Management to optimize client service delivery, quality, and efficiency. The (DSS) is responsible for developing structures and systems of high-quality care, specific to, shared intake, care coordination, and case management across all programs, which include, Enrichment, Education and Career Services, Behavioral Health, Prevention, and Intervention services. The (DSS) is responsible for full department oversight and management and strategic partnerships that enable BUILD to better serve youth. The individual in this key role will work closely with the Chief Program Officer and CEO where appropriate.

JOB RESPONSIBILITIES

• •Oversee the daily operations and strategic alignment of centralized Intake, Care Coordination, and Case Management teams.
• •Standardize workflows, policies, and procedures across all three units to ensure a seamless transition from initial client inquiry to ongoing care.
• •Establish key performance indicators (KPIs) to drive productivity, accountability, and high-quality outcomes.
• •Manage the end-to-end referral and intake pipeline, ensuring prompt response times, accurate eligibility screening, and proper triage of incoming participants and referrals.
• •Monitor tracking systems to reduce bottlenecks and ensure seamless handoffs from intake specialists to care coordination teams.
• •Ensure comprehensive client assessments, personalized care planning, and effective resource allocation are executed consistently.
• •Oversee multi-disciplinary case reviews to monitor high-risk cases, length of stay/service utilization, and care transitions.
• •Maintain compliance with state, federal, and organizational regulatory standards, preparing teams for external audits and accreditations.
• •Manage and implement all funding sources that support the Shared Services of the agency.
• •Supervise, mentor, and evaluate managers and supervisory staff across intake and clinical coordination functions. Oversee interviewing, hiring, and onboarding of new staff.
• •Develop an annual shared services staff training plan and ensure delivery of appropriate ongoing training in accordance with organizational standards.
• •Ensure the development and implementation of annual program work plans including program goals and measurable outcomes consistent with the agency’s strategic plan.
• •Develop and maintain program procedures and guidelines and the highest quality standards of practice in collaboration with managers and staff by adhering to the NASW Code of Ethics and encouraging ethical and professional competencies among program staff.
• •Work collaboratively with the executive team to participate in the development of program, project and agency budgets and monitor monthly financial reports to ensure that programs are on target for meeting both program and agency fiscal goals.
• •Submit monthly reports that include an analysis of program and fiscal data with solutions for how to address deviations from the original plans.
• •Engage in community outreach promoting BUILD programs and services to increase the agency’s visibility with partner agencies and potential donors.
• •Establishes and maintains regular contacts with community organizations, churches, partner schools, businesses, elected officials, police departments, etc. in relation to shared services that support youth.
• •Participate in efforts to strengthen and build partnerships with other organizations aimed at fostering the development of collaborative projects that enhance the mental health of youth and families.
• •Participate in the agency’s leadership team, demonstrating a commitment to building, cooperation and collaboration among directors, managers, staff, programs and departments.
• •Represents the agency to broaden community awareness and support, interpreting the agency’s programs and services.
• •Organizes and participates in initiatives that provide BUILD a platform to serve youth through its programs and services.
• •Works closely with the Chief Program Officer and CEO (where/when appropriate) on partnership opportunities.
• •Works closely with the Chief Development Officer to identify potential funding opportunities and strategic alliances and partnerships that have potential to increase revenue.
• •Works closely with the Director of Community Engagement and Strategic Partnerships to identify, source and maintain relationships with community partners, elected officials, and government entities.
• •Maintains a flexible work schedule that may include evening and weekend hours.
• •Conducts need assessments and coordinates action planning to address targeted community issues.
• •Works closely with BUILD Program Directors to assess the needs of youth and programming and create strategies to meet the needs.
• •Aligns work closely with program needs and development goals.
• •Assists in preparing project funding proposals, budgets and related reports.
• •Performs other related duties as assigned.

In addition to the responsibilities listed above, all BUILD, Inc. employees are responsible for the following:

Participate in agency outreach and recruitment events, including evenings and weekends.

Participate in civic engagement activities that advance the mission of BUILD, Inc.

Requirements

REQUIRED KNOWLEDGE, SKILLS & ABILITIES

• •Demonstrated skills and experience in the provision, supervision and management of various case management services including intervention programs for youth, out of school time programs, educational support services, health and wellness and arts programming.
• •Knowledge and skills in social service best practices, and experience in program development, budgeting, fiscal accountability, and business management.
• •Experience in program management and evaluation, leadership, effective team building and demonstrated skills in oral and written communication.
• •Ability to effectively work with and serve families in communities of color, low socioeconomic status, and high incidence of violence.
• •Organizational skills and ability to troubleshoot, handle crises and prioritize work frequently to address immediate issues while keeping on target to reach established goals and objectives.
• •Ability to use a personal vehicle at times for transportation to meetings and occasionally working evenings and weekends.
• •Skills in the use of computers and related technology including but not limited to internet, email, and databases.
• •Demonstrated ability to maintain professional and ethical competency by adhering to the NASW Code of Ethics.
• •Ability to ensure compliance with grants and contracts with a variety of funders with varied guidelines, rules and program and reporting requirements.
• •Ability to develop and adhere to program budget and work plan, identify programs’ progress and challenges related to set goals, troubleshooting problems and course correct as necessary.
• •Demonstrated ability to analyze data, use critical thinking, innovation, and creativity towards the achievement of agency program goals and objectives.
• •Ability to effectively use supervision to solve problems and find solutions to programs and other related issues.
• •Ability to create evaluation plans and determine outcome meas