Support Service Manager (Long Beach)
1 day ago
Lakewood
Job DescriptionORGANIZATION BACKGROUND: The Hidden Genius Project is a non-profit headquartered in Oakland, California, that trains and mentors Black male youth in technology creation, entrepreneurship, and leadership skills to transform their lives and communities. The Hidden Genius Project seeks to reveal the true potential of Black male youth and empower them to become leaders who drive change from within their communities. Through a student-centered, project-based approach, we invest in young Black men, equipping them with technology training and connecting them to an ecosystem of innovation and empowerment. Since its founding in 2012 and establishment of a full-time infrastructure in 2015, The Hidden Genius Project has expanded to operate Intensive Immersion Programs in Oakland, Richmond (CA), Los Angeles, Detroit, Chicago, Atlanta, and Baltimore. As we continue our national growth trajectory in 2026, we remain committed to delivering impactful programming while navigating the evolving landscape of public health challenges. Our vision is to continue expanding our reach and positively impacting thousands of young Black males and their communities. JOB IDENTIFICATION:Job Title: Support Service Manager Department: Programs Department 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 the 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 startup 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: * Provide Care Management Services- Implement the 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. Soliciting 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 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. * 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 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 on 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 and input the necessary data pertaining to youth across all Immersion Program cohorts into our MIS Salesforce. Implement a reporting system for necessary team members, i.e. leadership team and Board members. * Other duties as assigned 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 in a timely manner with all relevant constituencies, including participants and their parents/guardians. * Act as dynamic ambassador to The Hidden Genius Project within the community Non-Essential Functions: • Support additional organizational initiatives, community engagement efforts, and national programming as needed., • 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 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 ROLE OVERVIEW:Role Location: Long Beach Status: ExemptSchedule: 40 hours per week, including evenings and weekends as needed. Manages: Employees, 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. We are flexible but require an onsite commitment for the first year of employment. 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 are competitive and are determined based on job-related factors such as role scope and responsibilities, geographic location, relevant education and experience, internal equity, and organizational needs, in compliance with applicable federal, state, and local laws.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.
Cleaning
Driver & Delivery
Kitchen Porter
Chef & Cook
Waiters
Construction & Trades
Security
Salon & Beauty
Office & Admin
Retail
Sales & Marketing
Warehouse
Customer Service
Host & Hostess
Barista
Accounting & Finance
Animal Care
Art, Media, Design
Bar Staff
Child Care
Education
Engineering
Events & Promotion
Fashion
Healthcare
Information Technology
Legal
Management
Manufacturing
Online Jobs
Science
Sports & Wellness
Writing & Editing
Other
