Get to know Hunger Solutions New York:
Hunger Solutions New York, Inc., founded in 1985 and based in Albany, is a statewide nonprofit organization that strives to alleviate hunger in New York by promoting awareness of hunger, public policies that contribute to ending hunger, and participation in federal nutrition assistance programs such as SNAP, WIC, the Summer Food Service Program, Summer EBT, the School Breakfast Program and National School Lunch Program, and the Child and Adult Care Food Program.
Summary of position:
The Deputy Director, Direct Services provides leadership and operational oversight for Hunger Solutions New York’s SNAP Navigation Specialist team, which delivers direct SNAP application assistance to households across New York State for the Nutrition Navigator Direct Service Contract with NYS OTDA.
This position is responsible for supervising a team of five SNAP Navigation Specialists who provide hands-on support to SNAP-eligible individuals and families, ensuring they successfully apply for, enroll in, and maintain access to benefits. The Deputy Director ensures high-quality, consistent service delivery across all regions of the state, while aligning frontline operations with contract requirements under the NYS OTDA Nutrition Navigators Direct Services contract.
As the operational lead for direct services, the Deputy Director ensures performance targets are met, service standards are maintained, and staff are supported through coaching, training, and performance management. The Deputy Director also serves as a key liaison between frontline staff and senior leadership, including the Chief Program Officer, helping translate program strategy into effective day-to-day service delivery.
Key responsibilities:
Responsibilities of the position include:
- Provide strategic and operational oversight of direct SNAP application assistance services across New York State.
- Ensure Nutrition Navigation Specialists deliver consistent, high-quality, and client-centered assistance to SNAP-eligible households.
- Monitor service delivery performance, caseload management, and geographic coverage across assigned regions.
- Establish and enforce service standards, workflows, and documentation requirements.
- Identify and address barriers to service delivery and SNAP access.
- Conduct regular supervision meetings, performance evaluations, and professional development planning.
- Foster a collaborative, mission-driven, and equity-centered team culture.
- Ensure consistent application of SNAP policies, eligibility guidelines, and program procedures.
- Ensure staff provide accurate and timely guidance aligned with OTDA and local Department of Social Services (DSS) requirements.
- Support resolution of case issues, denials, or delays in coordination with relevant agencies.
- Monitor trends in application outcomes and identify systemic barriers impacting participants.
- Track key performance indicators (KPIs) related to applications submitted, approvals, timeliness, and client outcomes.
- Ensure accurate and timely reporting of service data in coordination with the Data and Quality Manager.
- Prepare program updates and performance summaries for the Chief Program Officer and executive leadership.
- Use data to inform staffing allocation, workflow improvements, and service enhancements.
- Conduct regular reviews and service quality audits.
- Implement corrective action plans when service issues are identified.
- Maintain high standards of accuracy, professionalism, and client confidentiality across the team.
- Identify opportunities to improve service delivery efficiency and client experience.
- Collaborate with training staff to address knowledge gaps identified in frontline service delivery.
- Support implementation of new tools, technologies, or processes that improve SNAP access outcomes.
Qualifications:
Candidates should possess the following qualifications:
- Bachelor’s degree in Social Work, Public Administration, Human Services, Public Health, Nonprofit Management, or related field required. Master’s degree in Social Work (MSW), Public Administration (MPA), Public Health (MPH), or related field preferred.
- Minimum of five years of experience in human services, public benefits, or direct service delivery programs.
- Minimum of three years of supervisory or management experience.
- Strong understanding of SNAP and eligibility-based benefit systems and case management processes.
- Experience managing frontline staff in a high-volume service environment.
- Excellent organizational, communication, and leadership skills.
- Ability to analyze data and translate it into operational improvements.
- Proficiency in Microsoft Office and case management or tracking systems.
- Experience managing statewide or multi-site direct service programs.
- Familiarity with NYS OTDA systems and Department of Social Services (DSS) operations.
- Experience working in SNAP outreach, food security programs, or anti-hunger initiatives.
- Bilingual with the ability to speak English/Spanish is desired, but not required
- The Deputy Director, Direct Services must reside in the state of New York and be able to commute to and work in office 2-3 days per week.
Culture:
Hunger Solutions New York is an Equal Opportunity Employer dedicated to creating a culture that is rewarding to employees and provides each team member with the ability to continually grow and learn. Hunger Solutions New York is a champion of and promotes diversity, equity and inclusion among all stakeholders. Hunger Solutions New York recognizes the need for work/life balance and provides a flexible working environment for all employees. Office culture is casual and professional.
Compensation and benefits:
Hunger Solutions New York is committed to its employees and thusly provides a competitive compensation package. Salary is commensurate with experience, but is expected to be $85K – $95K annually. Hunger Solutions New York offers fully paid benefit premiums including health, dental, life, short- and long-term disability, and a retirement plan that offers a 6% match (different vesting periods apply to each benefit and will be discussed as part of the interview process). A Health Reimbursement Account (HRA) may be available depending upon the health insurance package chosen. Additionally, Hunger Solutions New York offers a generous amount of time off to each employee.
Please no inquiries from outside staffing agencies.
