Program Manager

Position Title: Program Manager

FLSA: Exempt, Full Time

Salary: $90k to $95k annually with full benefits

Schedule: 40 hours/week, Monday - Friday, some nights and weekends

Location: 100% In-Person, on-site in San Francisco, CA

Mission:

Booker T. Washington Community Service Center (BTWCSC) is one of the Bay Area's oldest Black-led and serving nonprofit organizations with a century of service to San Francisco. A beacon of Black joy and self-determination, we have nurtured over five generations of Black San Franciscans. We stand embedded as an anchor institution, fostering intergenerational bonds and working in solidarity with allied communities to reform and reimagine a more inclusive San Francisco. We prioritize serving the Black community and welcome all from cultures and ages 0-99 who walk through our door. We are one of the few urban spaces where anyone in the community can access comprehensive services, from a hot meal to childcare to academic support to senior services.

Summary:

The BTWCSC BSAFE (Black Safety Access Freedom and Equity) Program Manager purpose is to improve the holistic health and wellbeing of Black households by increasing access to health and social services, supporting spiritual and cultural activities that promote community building, strengthening social networks of support, and providing opportunities for healing as well as creating opportunities for early identification and interventions for families struggling to overcome trauma, depression, addiction, housing instability and other mental health problems. BTWCSC seeks a reliable, collaborative, and results-driven professional nonprofit BSAFE Program Manager to help our dynamic, multi-service organization meet its ambitious short-term and long-term operational targets while sustaining its growth.

Under the direction of the BSAFE Associate Director, the BSAFE Program Manager will be responsible for managing our "One Door" client intake process and the related resource referral associated with its operation. In this capacity, the candidate will direct, coordinate and collaborate with all staff to support the implementation of a robust portfolio of health initiatives and quality services, including intensive case management services, while promoting culturally-affirming community programs that stabilize the community. The candidate will be responsible for the implementation of the program's outreach and engagement activities, while working with our mission-aligned partnerships for service linkages and referrals, program development and strategy, and other data-driven holistic health initiatives to further more equitable and culturally-congruent community wellness and stabilization goals. The successful candidate will contribute to the organization's mission, working to address legacies of inequity and expanding community resilience and wellbeing while enhancing BTWCSC's commitment to excellence.

Essential Duties:


Program Leadership and Supervision:

• Supervise, direct and coach (2) BSAFE Case Coordinators, and, using the organization's service leadership philosophy and commitment to excellence.
• Ensure alignment and collaboration amongst BSAFE Staff, Community Resiliency Programs Team, and larger BTWCSC staff to cultivate a culture of ongoing learning and excellence.
• Maintain effective and clear 2-way communication between management and frontline staff by ensuring accurate, timely, and concise dissemination of information.
• Conduct and facilitate staff development training and presentations that uplift culturally-affirming, trauma-informed service provision and program development.

BSAFE Program Operations:

• Ensure the BSAFE Program's operational needs are met for effective delivery. Provide staff with the necessary technology, workspace, tools, and structures to fulfill their roles effectively and efficiently.
• Working with the BSAFE Program team, the implementation, and maintenance of high-quality BSAFE programs and services that promote the holistic wellness and stabilization of the community from an Afrocentric cultural lens. Programs and services include:
  • Mental Health and Behavioral Health Services
  • Intensive Case Management
  • Intergenerational Cultural Gatherings
  • Preventative Health Screenings and Services
  • Educational wellness activities and programs
  • Community Support Groups
  • Community Building, Outreach and Engagement
• Management and coordination of BTWCSC staff hires, vendors and subcontractors to ensure high quality service provision and programming.
• Ensure that various BSAFE Program operations function within the approved budgets and grant contract deliverables and parameters.
• Conduct excellent customer service, expediently addressing any client complaints or concerns, and providing follow-up staff training and coaching to improve client experience.
• Support organizational wide outreach and engagement strategies, activities and partnerships with local housing sites, churches, small businesses, trusted messengers, and target community stakeholders within the Fillmore/Western Addition and District 5.
• Manage the BSAFE Program's integration across other Community Resiliency Programs to facilitate the streamlined access to resources, including locating housing, food, clothing, school programs, vocational opportunities or services, life skills, employment services, and/or relevant mental health services.

Client Services:

• Manage the BSAFE's programming and the coordination of services, including therapeutic support, wellness programming, and intensive case management. Able to facilitate psycho-educational groups.
• Track and manage client intakes/assessments and service management plans, maintaining confidentiality, accuracy, compliance throughout.
• Under the supervision of the Associate Director (LCSW) support the management and tracking of client referrals and/or service linkages to appropriate resources and services from vetted partner organizations and agencies.
• Support the BSAFE Program's intensive case management caseload, monitoring caseload progress, timelines, and financial distributions, while keeping an eye on emerging community needs to further inform program development, services, and policy advocacy.
• Identify and provide emergency crisis services and interventions as necessary, while effectively coordinating holistic support.
• Maintain biweekly and/or monthly care coordination meetings with staff, practitioners and providers to ensure a collaborative and seamless delivery of services.

Community Partnerships and Advocacy:

• Initiate, develop and vet strategic partnerships with mission-aligned organizations, health providers, practitioners, and/or stakeholders to facilitate service collaborations, referrals and/or service linkages.
• Develop knowledge on policy and advocacy issues relating to economic justice, housing, and public health and safety to further align BSAFE Program services and interventions.
• Represent BTWCSC in projects that work on the policy level to address the needs of underrepresented communities.

Compliance, Evaluation and Reporting:

• Ensure invoices and receipts for BSAFE program expenditures are tracked and serve stated program objectives.
• Under the direction of the Associate Director of BSAFE, compile data in a timely and accurate manner to ensure compliance with grant contracts and regulatory requirements related to the BSAFE Program.
• Support the completion of data gathering and monitoring efforts. This includes quality improvement efforts in the form of annual program surveys.
• Maintain a secure, HIPPA-compliant database, ensuring utmost confidentiality and data integrity.
• Familiarity with Medical Billing and SFDPH Reporting and Compliance Systems.
• Other duties as assigned.

Qualifications and Skills Required:

• A college degree in social work, public health, community development or similar; and LCSW and/or MSW is highly preferred.
• 4+ years of clinical social work experience in a supervised setting OR 5+ years experience in community health, direct service and/or intensive case management.
• 2+ years of demonstrated experience leading, coaching and collaborating with a team.
• Demonstrated knowledge of the mental health, social and cultural needs of underserved communities and the historical and contemporary impacts of racism and structural inequities.
• Demonstrated experience with trauma-informed systems of care, and providing racially and culturally-responsive services and programs for diverse populations.
• Lived experience with Black/African-American communities and/or communities of color and/or navigating housing insecurity and/or the justice system preferred.
• Ability to communicate effectively and professionally with staff, clients, volunteers, community stakeholders, funders and government agencies.
• Demonstrates professionalism, socioemotional intelligence, and integrity.
• Excellent verbal, writing, and comprehension skills.
• Demonstrates strong project management skills and the keen ability to plan, implement, and execute.
• Strong applicants must have the ability to be flexible and adaptive to change.
• Ability to work with diversity and challenge, establishing and maintaining working relationships with co-workers, volunteers, funding source representatives, board members, and other service providers.
• Ability to manage staff and contribute to strategic hiring decisions
• Deep understanding of social and racial issues and committed to championing causes that serve low-income and communities of color; direct experience in working with vulnerable and diverse populations
• Demonstrated excellence in organizational and systems planning and implementation
• Demonstrated interpersonal skills including flexibility and the ability to listen, negotiate and collaborate with various stakeholders
• Proactive, organized, independent, motivated and detailed oriented manager
• Experience in successful people management and acute soft skills
• Ability to work independently and be both creative and strategic when confronted with complex and multifaceted opportunities and challenges
• A positive attitude, compassion, and strong team-oriented work ethic
• Ability to communicate effectively and professionally with agency staff, clients, volunteers, funders, partners and families served
• Demonstrates a high degree of professionalism, emotional intelligence, and integrity
• Demonstrates ability to plan, implement, and execute. Strong applicants must have the ability to be flexible and adapt to change
• Google Suite, MS Excel and software proficiency required Acuity to detail is critical for this role.

Certification, Licensure, Training:

Applicants must complete all requirements below:

• Current CA Driver's License, current auto insurance, and a clean driving record.
• Current CPR & First Aid Certificate (every two years after that)
• Current Immunizations (TB) (every two years after that)
• Clearance Child Mandated Reporting

Professional Expectations:


In addition to responsibilities, candidates will exhibit and represent behaviors consistent with the expectations within the BTWCSC competency guidelines listed below:

• Ability to maintain discretion and confidentiality and handle sensitive information.
• Demonstrates a desire to serve others and fulfill community needs for vulnerable populations
• Works effectively with people of different backgrounds, abilities, opinions, and perceptions.
• Builds rapport and relates well to others.
• Makes sound judgments and transfers learning from one situation to another. Exercises mature judgment and good decision-making.
• Embraces new approaches and discovers ideas to create a better member experience.
• Strives to meet or exceed goals and deliver a high-value experience for members.
• Pursues self-development that enhances job performance.
• Demonstrates an openness to change and seeks opportunities in the change process.
• Does not indulge in illicit drugs or alcoholic beverages before or during work hours.

Physical Requirements:

Daily contact with clients, staff, community members, outside organizations and individuals to plan, coordinate and deliver programs. Must be able to move 35 pounds safely. Must be able to remain in a stationary position during shift. Physical requirements are also typical of those needed in an office environment.

Schedule:


Monday - Friday, 9:00 am to 6:00 pm, occasional nights and weekends. (Additional hours may be required for program activities include but are not limited to, BTWCSC staff events, evening and late-night duty, and staff meetings; a calendar will be provided.)

Benefits and Compensation:

BTWCSC offers a competitive compensation package with paid time off and holidays, generous health and retirement benefits, and a salary commensurate with experience. This position is full time and exempt with an annual salary range of $90k to $95k plus a full benefits package, including:

• 100% employer covered excellent health, dental, and vision benefits
• Paid time off, including 15 days paid vacation, plus holidays and Center breaks/closures
• Workers compensation;
• Employee assistance program;
• Monthly wellness benefit after 90 days;
• Access to daily chef cooked meals and snacks;
• Commuter benefits;
• Life and disability insurance
• 401(k) with employer contribution
• Professional development opportunities, including conferences, seminars, webinars, and trainings

BTWCSC is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

To Apply:

BTWCSC is actively hiring for this role and reviewing applications on a rolling basis.

• People of color and candidates with lived experience are strongly encouraged to apply.
• Please submit the following:
  • Cover letter detailing your fit and qualifications for the position
  • Copy of certifications
  • Resume or CV
  • Minimum of 2-3 references including at least one recent supervisors