Manager of Database Administration & Support

Covenant House International

Position description

For almost 50 years, Covenant House has served and advocated for youth and young families experiencing homelessness, human trafficking, and exploitation. Our overarching goal is to end homelessness among youth and young families by helping them achieve housing stability, heal from trauma, tap into their innate resilience, and hone their interests and skills to forge new pathways to independence. This work is carried out across Covenant House sites in 31 cities in the US, Canada, Mexico, Guatemala, Honduras, and Nicaragua.


Primary Responsibilities:  

In support of Covenant House’s goal of becoming a data-informed Learning Organization that achieves positive outcomes for and with young people experiencing homelessness and human trafficking, the Manager of Database Administration and Support will manage the continued implementation and ongoing enhancement of our Social Solutions’ Efforts to Outcomes (ETO) data collection and performance management system, which is used across Covenant House International (CHI) and each of its sites. This position is responsible for: 

  • Managing the overall design, maintenance and ongoing administration of our ETO database, including build-out and refinement of programs and data collection forms (“touchpoints”) in the system
  • Providing training and technical assistance to sites and ensuring site staff are properly utilizing the ETO database
  • Facilitating shared learning across the CHI network to promote best practices that can improve data collection, accuracy, and staff engagement
  • Helping to design and promote standardized performance measurement and quality assurance protocols 


The Manager will be highly skilled in electronic data collection and management, specifically with experience using the ETO system in a nonprofit or human services setting with a large user network. This is a largely external-facing role and will require the Manager to have exceptional communications skills, a customer service orientation, and an eye for attention to detail. Additionally, the Manager will need to have exceptional training skills, both virtually and in person, and be able develop effective working relationships with CHI and site staff, including management. The Manager will report directly to the Director of Research, Evaluation & Learning.


Key Responsibilities & Job Duties:

Specific duties and responsibilities of the Manager include but are not limited to:


ETO Administration

  • Drive ETO construction, adoption, utilization and system improvement across Covenant House sites to manage and inform the achievement of optimal performance across the organization
  • Oversee projects to modify forms, update system configuration(s), manage access and security settings, and other related objectives.
  • Develop/refine, document, and share ETO utilization policies, protocols, and procedures, data definitions, and expectations for sites
  • Manage updates to data entry protocols, including supporting site-level implementation and developing new training materials
  • Drive efforts to maintain database integrity, promote data security, and improve overall design and functionality 
  • Develop and operationalize policies and procedures to protect client data and ensure access to identifiable information is appropriately restricted at both site and CHI levels
  • Support site efforts to operationalize ETO and any changes that are made to the system over time, including the introduction of new functionality
  • Manage ETO-related communications to sites and build on ETO system buy-in with program staff across sites
  • Stay educated about current and new ETO features and functionalities as well as concepts driving the development of ETO
  • Act as primary liaison between CHI and the Social Solutions Global (SSG) technical support team


Training and Technical Support

  • Refine and deliver an ETO training series to support and drive ongoing utilization by site staff, with the potential for integrating trainings into an agency-wide learning management system 
  • Provide training and ongoing technical assistance to site managers, staff, and site ETO Administrators around operationalizing and honing the system in each site and integrating it into program operations; ensure sites have systems in place to train new staff 
  • Create and maintain updated manuals to support site ETO users
  • Track and respond to ETO help desk activity (both CHI and Social Solutions) and help to quantify and document user issues, help provided and response timing and status 
  • Develop strategies to identify and resolve implementation and data use challenges, with a focus on formalizing and ensuring data quality practices and providing premium customer service
  • Collaborate with other members of the Research, Evaluation & Learning and broader CHI teams to diagnose, understand and respond to site ETO utilization barriers


Facilitate Shared Learning 

  • Help create and facilitate shared learning opportunities among ETO Site Administrators from Covenant House sites in the U.S. and Canada through virtual monthly convenings among other cultivation and facilitation strategies
  • Support efforts to identify, develop and promote best practices as it relates to using ETO and data more broadly across our sites
  • Enhance and upkeep our online repository for training materials for site staff


Support Performance Management and Quality Assurance Protocols

  • Support the design and building of culturally competent methodologies for collecting data within our youth-centered programs.
  • Work closely with the CHI Manager of Reporting to support database quality assurance and efficient and accurate reporting mechanisms
  • Assist the team with site quarterly data meetings to monitor and reinforce data timeliness and accuracy


  • Bilingual (English/Spanish) strongly preferred
  • Four or more years’ ETO (or similar) database administration experience required, including providing support, training, and technical assistance to a large and disparate ETO user network; Certified ETO Administrators strongly preferred 
  • Program evaluation and/or performance management experience, with electronic data collection and management skills, in a human services organization, preferably child/youth services  
  • Experience developing and conducting trainings/workshops/webinars. Ability to communicate with/train a wide variety of audiences
  • Customer service orientation; ability to work collaboratively; ability to understand data needs from the perspectives of various audiences
  • Ability to create and maintain strong interdepartmental relationships to advance the mission of the organization and ensure positive outcomes
  • Exceptional organizational and time management skills; ability to meet deadlines
  • Exceptional attention to detail and ability to deliver high-quality work products
  • Ability to work independently and as part of a team
  • Comfort performing hands-on work as well as assisting in strategic projects
  • Results-oriented perspective and commitment to operational excellence
  • Mission driven orientation with exceptional partnership and collaboration skills and a strong commitment to Covenant House’s cause
  • Our offices are located in Manhattan; however, this position can be remote with some travel to NY and sites in US, Canada and Latin America as needed  


Minimum Experience & Education

  • A BA or BS in information systems, social or health sciences, or a related field and a minimum of four (4) years of related experience
  • Master’s Degree preferred


Our Community

Our critical mission demands that we have all voices at the table. A team of diverse people, perspectives, and experiences is smarter, stronger, and more effective for our young people. At Covenant House, every team member is valued, respected, heard, and supported, and we welcome honest and courageous self-reflection on any aspects of our work that are based on biased or outdated viewpoints. We deliberately create opportunities for our staff to grow and thrive. 


Covenant House International is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: CHI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CHI are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, veteran status, family or parental status, disability status, or any other status protected by the laws or regulations in the locations where we operate. CHI will not tolerate discrimination or harassment based on any of these characteristics and encourages all qualified applicants to apply. If you are fun, dynamic, and hardworking, come join our awesome international team in an organization with a heart! 


Covenant House is a vaccinated employer. As such, prospective new hires will be required to provide proof of vaccination or be willing to receive the COVID-19 vaccination by date of hire to be considered. Our offices are located in Manhattan, however, this position will be remote for the foreseeable future

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