What are the responsibilities and job description for the Support Service Manager (Richmond, Miami, Long Beach, Phila) position at HIDDEN GENIUS PROJECT, INC.?
JOB IDENTIFICATION:
Job Title: Support Services Manager
Department: Programs
Supervisor Title: Support Services Director
POSITION PURPOSE AND SUMMARY:
The Support Services manager within The Hidden Genius Project implements the holistic care management model according to the Support Services strategy. The Support Services Manager ensures that student participants in The Hidden Genius Project’s Intensive Immersion program receive comprehensive services, driven by their expressed needs, in support of successful program retention, completion, and transition. Hence, they are primarily responsible for conducting the student and family intake process (which includes demographic data collection and assessment of needs) and working with students and families to develop and manage Individualized Care Plans; and coordination of care including problem-solving, helping students navigate services, service referral, and occasionally coordinating workshops on various student success themes (i.e. Post Secondary Planning; Life Skills, Planning, and Organization, etc...). Additionally, they coordinate with and work collaboratively with the Programs and Operations staff. The Hidden Genius Project seeks to provide a holistic care model that is strengths-based and is culturally responsive to the needs and goals expressed by our youth and family participants, the Support Services Manager serves as a critical contributor toward this end. Accordingly, it is vital that they continually exercise ingenuity, enthusiasm, ethics, and a deep commitment to continual learning within an exciting environment. Finally, the Support Services Manager supports and works as part of a dynamic, communicative, and supportive team of staff, volunteers, and Board members committed to their success. This is the consummate role for the social change agent with a creative and entrepreneurial spirit.
DUTIES AND RESPONSIBILITIES:
Essential Functions:
Please note that Areas of Responsibility generally pertain to support of a specific site (to be described and assigned by the Supervisor)
Provide Care Management Services- Implement student Care Coordination Model in response to student and family needs. Develop and maintain a positive rapport with youth and family participants, identify resources and services in response to student needs, and facilitate healthy linkages to resources through service referral to external partners. Provide one-on-one student support through care management services. Assist with basic need resources in support of successful youth participation in the Immersion Program (i.e. snacks and meal services).
Mentorship and Positive Student Experience – Develop rich one-to-one connections with Immersion participants. Through mentorship relationships, identify holistic participant needs as they arise, and strategize with The Hidden Genius Project staff to develop a plan to address them. Solicit participant and parent/guardian feedback to guide responsive programmatic improvements to maximize participant enjoyment and success.
Training, Technical Assistance, and Facilitation – Train The Hidden Genius Project staff and volunteers on relevant human service topics, best practices, and methods. Engage relevant external stakeholders to leverage resources and develop partnerships towards meeting youth and family participant needs. Collaborate in designing strategies to scale impact and/or support systems-level implementation. Facilitate training and/or convenings for adults interested in providing technology education and direct services to youth. Train volunteers to support in the classroom and Catalyst activities, and manage them within those settings.
Intake Process Management - Oversee distribution and collection of Intake documents. Support all cohorts in the intake documentation process document process.This includes working with the Support Services team to update documents and utilize e-signing process for document distribution
Support Services Protocol Management - Review and update the Support Services Protocol, as necessary, in collaboration with the Support Services team.
Collaboration with College Access Team -Engage College Access Fellow and Alumni Support Coordinator to coordinate Genius outreach, data distribution, and holistic service delivery.This may include having Youth Care Coordinators provide outreach to Genius alums
Youth Care Coordinator Management - Manage work plan, scheduling, training, and activities of Alumni Youth Care Coordinators, to ensure effective caseload management and adequate coverage.Hidden Genius and Family Event Coordination - Oversee the coordination of Genius and Family activity events.
Coordinate Genius Family Meetings - Drive implementation of intake, quarterly, and exit meetings for Geniuses and families. Conduct additional meetings as needed.
Oversee the day-to-day operations of Support Services - Work with Support Services staff to collect necessary data about youth across all Immersion Program cohorts. Implement a reporting system for necessary team members, i.e. leadership team and Board members.
Other duties as assigned, likely work on other short-term and long-term projects as the need arises.
Non-Essential Functions:
Serve as an exceptional role model, mentor, and champion to The Hidden Genius Project youth and family participants.
Communicate effectively (via email, phone, and/or postal mail) and promptly with all relevant constituencies, including participants and their parents/guardians.
Act as a dynamic ambassador to The Hidden Genius Project within the community.
Support additional organizational initiatives, community engagement efforts, and national programming as needed.
Contribute to ongoing curriculum development and refinement.
Assist with event planning, logistics, and facilitation.
General All-Staff Responsibilities:
Engage and mentor youth participants and colleagues through hands-on learning experiences.
Foster a safe, inclusive, and engaging learning environment for all program participants.
Collaborate with internal teams and external partners to optimize program delivery.
Participate in professional development and continuous learning opportunities.
Support a broad range of operational tasks outside of the standard job scope to ensure youth success, including logistical support, crisis response, and creative problem-solving.
Other responsibilities as assigned.
QUALIFICATIONS, SKILLS, AND ABILITIES:
Required:
Excellent leadership abilities
High comfort level with technology
Experience working and communicating effectively with urban, underserved, and/or low-income youth
Intense commitment to the life success of Black males and boys and men of color
Experience mentoring and working closely with Black male youth
“Can do” attitude and ability to work as part of a team
Willingness to develop differentiated learning experiences
Ability to prioritize, organize, and delegate effectively required.
Ability to receive feedback and engage in continuous self-improvement
Ability to adapt to a dynamic, rapidly-changing work environment
Ability to build positive relationships with all important constituencies
Firm belief in personal accountability, producing measurable outcomes, and sustaining high expectations
Commitment to The Hidden Genius Project’s mission, youth development model, and the success of those around you.
Experience working in nonprofit, youth development, education, or technology sectors.
Strong interpersonal, communication, and mentorship skills.
Ability to work flexible hours, including evenings and weekends as required by the program schedule.
Adaptability to perform both essential, non-essential, and general functions to meet program demands.
Understanding of the nonprofit sector’s dynamic nature, where responsibilities may extend beyond the defined job description to address real-time organizational and youth needs.
Desired:
Bachelor’s Degree, plus relevant credential (Master’s in Social Work)
3 or more years of experience with direct service case management
3 or more years of experience providing youth services
Commitment to achieving The Hidden Genius Project’s mission and vision
Excellent writing, communication, presentation, and group facilitation skills
Familiarity with culturally responsive teaching practices.
Previous experience mentoring youth from underrepresented communities.
ROLE OVERVIEW:
Role Location: Open roles in Richmond, CA; Long Beach, CA; Miami, FL, Philadelphia, PA /Site-based role
Status: Exempt
Schedule: 40 hours per week, starting April 2025, including evenings and weekends as needed.
Manages: Interns, and volunteers (including attraction and coordination tasks)
Years of Experience: 3
Benefit Eligibility: Medical, Dental, Vision, 401k (up to 4% match), annual professional development
Working relationships: At each location, site team members work closely with their immediate team, supervisor, and key leadership to support daily operations and program success. They also connect with colleagues in similar roles across different locations to share best practices and strengthen our collective impact. Central team members provide organization-wide support, collaborating across departments and locations to ensure seamless operations and strategic growth. Together, every team member plays a vital role in advancing our mission.
Our organization operates within a dynamic structure that supports both site-based and central team roles. Site-based team members play a key role in our 15-month youth program, with an immersive summer schedule (Monday-Friday, between 7 AM - 6 PM for seven weeks) and a structured fall schedule that includes full-time hours, one evening per week, and one Saturday per month. Meanwhile, central team members maintain a Monday-Friday schedule (typically between 7 AM - 6 PM), supporting organizational needs through strategic initiatives, cross-functional collaboration, and efforts beyond core job duties. Regardless of role, every team member contributes to our shared mission and the success of our Geniuses.
WORK ENVIRONMENT:
The Hidden Genius Project operates in a dynamic and flexible work setting to best support our mission and the needs of our youth.
Site-Based Roles: Staff in these roles work from programming locations within local communities. These locations have traditionally included school sites, faith-based institutions, and other commercial or community spaces designated for youth development programs. Site-based roles require adaptability to varying facilities and settings, ensuring a safe and engaging environment for program delivery. Site-based roles have the flexibility to work remotely as approved by supervisors and within our workplace policy and program needs.
Central Team: Primarily based between our headquarters in Oakland and our Los Angeles site in CA, both feature a modern office setting. While many responsibilities are managed from a central location, team members have the flexibility to work remotely as needed and within our workplace policy. Remote work arrangements require supervisor approval, proactive communication, self-discipline, and the ability to collaborate effectively across time zones and locations.
General Work Conditions:
Requires occasional travel for site visits, events, and meetings.
Collaboration with staff, partners, and youth may extend beyond traditional work hours to meet programmatic and organizational demands.
Flexibility is key in this role, as responsibilities may shift based on programmatic needs and youth engagement.
BENEFITS OF THE ROLE:
Dynamic, collaborative, and purpose-driven work environment.
Meaningful opportunity to impact the lives of Black male youth and other youth of color.
Entrepreneurial organization with opportunities for innovation and leadership.
Direct connection to industry professionals and networking opportunities.
Competitive compensation and benefits package.
Opportunity to contribute to the growth of a national nonprofit.
COMPENSATION:
Salary and benefits will be competitive and commensurate with experience.
PHYSICAL DEMANDS:
Employees may occasionally climb, balance, stoop, kneel, crouch, or crawl.
Frequent standing, walking, and sitting are required.
Regularly grasp objects, talk, and/or hear.
Occasionally lift up to 50 pounds; regularly lift up to 10 pounds.
Vision abilities required for maintaining safety in programming spaces.
Ability to travel and supervise youth transportation as needed.
National (and possibly international) travel is required.
Non-traditional work demands: The nonprofit sector and our commitment to youth development require flexibility beyond a standard work structure, often necessitating engagement in unexpected situations and responsibilities.
