Intake and Outreach Manager

ABOUT THE ORGANIZATION

The Ali Forney Center (AFC) protects LGBTQ+ youth from homelessness and helps them build the tools needed to live independently. Founded in 2002, AFC provides housing, healthcare, and educational support to thousands of youth each year. AFC creates an affirming, supportive environment where LGBTQ+ youth can thrive.

POSITION SUMMARY

The Intake & Outreach Manager is responsible for overseeing the Ali Forney Center's intake, outreach, and engagement functions, ensuring LGBTQ+ youth experiencing or at risk of homelessness receive a welcoming, trauma-informed, and affirming first point of contact. This position provides leadership for outreach initiatives, intake operations, client engagement, and data integrity while supervising Intake & Outreach Specialists.

The Manager collaborates across programs to ensure timely access to services, oversees client eligibility and assessment processes, strengthens community partnerships, and uses data to improve service delivery and outreach outcomes.

KEY RESPONSIBILITIES

Program Coordination and Youth Support

- Develop and implement comprehensive outreach strategies to engage LGBTQ+ youth experiencing or at risk of homelessness.

- Ensure all youth experience a safe, welcoming, culturally responsive, and trauma-informed point of entry into AFC services.

- Supervise and support Intake & Outreach Specialists and the Program Assistant through regular coaching, performance management, and professional development.

- Build and maintain partnerships with community organizations, schools, shelters, healthcare providers, and government agencies.

- Represent AFC at community meetings, outreach events, conferences, and resource fairs.

- Coordinate emergency referrals and ensure timely placement into appropriate AFC or external services.

- Monitor outreach effectiveness and recommend improvements based on community needs and program outcomes.

Intakes, Assessment and Documentation

- Oversee intake scheduling and flow of prospective clients with support from the intake and outreach team

- Create and update client assessment for client eligibility

- Work with the Coordinator of Program Evaluation to create and assess the intake and reassessment process.

- Lead weekly intake assignment meetings and coordinate client placement across AFC programs.

- Develop, implement, and continuously improve client orientation processes.

- Provide quarterly and annual reports on outreach efforts, intake statistics, and outreach program outcomes.

- Ensure all data needs and entries are up to date in software (AWARDS, PTS, etc).

- Work with the coordinator of program evaluation to ensure data needs are met.

- Collaborate with program leadership to remove barriers to accessing services.

Data Management, Compliance & Quality Improvement

- Ensure accurate and timely documentation within AWARDS, PTS, HMIS, and other required databases.

- Monitor data quality and implement corrective actions as needed.

- Partner with the Program Evaluation team to improve intake workflows, reporting, and data collection practices.

- Prepare monthly, quarterly, and annual reports regarding:

Outreach activities

- Intake volume

- Client demographics

- Referral outcomes

- Program performance metrics

- Support audits, monitoring visits, and funder reporting requirements.

- Utilize data to identify service gaps and recommend operational improvements.

- Must maintain accurate documentation and meet program deadlines, including reporting requirements, data quality standards, and audit preparation activities.

Team Collaboration and Youth Engagement

- Collaborate with the support services team to ensure that the Drop-In acts as a safe and affirming space for clients. Ensure clients are being connected to resources

- Collaborate closely with internal teams to ensure a seamless transition from intake to program participation.

- Facilitate and participate in team meetings to discuss cases, share insights, and contribute to program enhancements.

- Provide site supervision of the drop-in hub by managing coverage issues, crisis de-escalation, suicide assessments, training, and conflict resolution, and emergency response along with other relevant needs.

- Partner with external Runaway and Homeless Youth (RHY) providers to coordinate youth engagement and enrichment opportunities.

- This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Responsibilities may change based on organizational needs. You may be required to perform other duties as assigned based on the program's needs.

Qualifications

QUALIFICATIONS

- High School Diploma or GED required.

- Minimum of one year of experience working with adolescents or young adults experiencing homelessness or housing instability.

- Experience conducting client intake, assessments, outreach, and case coordination.

- Experience using AWARDS, HMIS, CAPS, or similar client management databases.

- Strong knowledge of trauma-informed care, harm reduction, crisis intervention, and motivational interviewing.

- Excellent organizational, communication, and problem-solving skills.

- Ability to analyze data and prepare reports.

PREFERRED QUALIFICATION

- Bachelor's degree in Social Work, Human Services, Psychology, Public Health, or a related field preferred

- Knowledge, experience and strong commitment to serving LGBTQ+ street involved youth.

- Experience working in Runaway and Homeless Youth (RHY) programs.

- Knowledge of NYC youth services and community resources.

- Bilingual (Spanish/English) strongly preferred.

- Experience with quality improvement and program evaluation.

- Transgender, gender non-conforming, and non-binary individuals are strongly encouraged to apply.

WORK ENVIRONMENT & PHYSICAL DEMANDS

- Must be able to remain attentive and supportive throughout your shift when assisting with shift lead and site support

- Must be able to meet data deadlines and support with audit preps

- Must participate in and oversee outreach activities both on-site and throughout the community, which may require local travel. Traveling with equipment and supplies required.

- Must be able to remain attentive and supportive throughout your shift when assisting with shift lead and site support

- Must be able to transport outreach materials, supplies, and equipment as needed for community events and client engagement activities.

- Ability to work flexible hours, including occasional evenings, weekends, or extended hours based on program and community needs.

- Must be able to perform prolonged periods of standing, walking, sitting, and computer-based work.

CORE & ROLE-SPECIFIC COMPETENCIES

AFC Core Competencies

- Mission alignment and commitment to affirming, youth-centered practice

- Cultural humility and ability to work effectively with diverse LGBTQ+ youth populations

- Youth Centered

- Trauma-informed, strengths-based approach to service delivery and collaboration

- Clear communication, professionalism, and accountability

- Adaptability, sound judgment, and ability to respond calmly in fast-paced environments

Role-Related Competencies

- Leadership

- Trauma-Informed Care

- Equity, Diversity & Inclusion

- Relationship Building

- Crisis Management

- Data & Compliance

- Ability to manage documentation, data entry, and timely follow-through on responsibilities

- Collaboration across teams and effective relationship-building with participants, partners, and staff

- Knowledge of community resources, compliance requirements, or technical tools applicable to the position

BENEFITS & TOTAL REWARDS

- Medical, Dental, and Vision Insurance

- 401(k) with up to a 5% employer match (vested after five years)

- Generous Paid Time Off, Sick Leave, Personal Leave, and 12 Paid Holidays

- Employee Assistance Program (EAP)

- Professional Development Opportunities

- Mission-driven, inclusive workplace culture

Ali Forney Center is an equal opportunity employer committed to a workplace where all employees feel respected, supported, and able to thrive. We consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected status.