Program Manager

Program ManagerA New Leaf has been dedicated to its mission of "Helping Families…Changing Lives," making a positive impact on the lives of over 24,000 people annually in the Phoenix Metropolitan area. A New Leaf is committed to empowering individuals and enriching communities through transformative services. Guided by our core values—Compassion, Passion for Results, Collaboration, Accountability, Integrity, and Conscientiousness—we strive to create meaningful, lasting impacts in the communities we serve.The Program Manager provides leadership and oversight for the Faith House Emergency Shelter, ensuring safe, trauma-informed, participant-centered services and effective 24-hour shelter operations. This position manages program operations, staff performance, service delivery, reporting, compliance, and program resources, and partners with the Program Director to support program performance, quality improvement, and organizational objectives.Responsibilities:Provide leadership and oversight for daily program operations, service delivery, staffing, and the shelter environment to ensure safe, effective, trauma-informed, and participant-centered services.Supervise, coach, develop, and evaluate assigned supervisory staff, establishing clear performance expectations, accountability, and professional development goals.Provide oversight of staffing levels, schedules, workloads, and coverage across program functions to support appropriate staffing and continuity of 24-hour shelter operations.Lead recruitment, selection, onboarding, performance management, corrective action, employee development, and other personnel processes for assigned staff in partnership with Human Resources and the Program Director, as appropriate.Ensure timely completion of employee orientation, competencies, performance evaluations, supervisory documentation, and required training within assigned areas of responsibility.Provide leadership, guidance, and support to supervisory staff in addressing employee performance, conduct, staffing, operational, and service-delivery matters; escalate significant matters to the Program Director and Human Resources, as appropriate.Exercise sound judgment and independent decision-making within assigned authority regarding program operations, staffing, participant concerns, safety, service delivery, and allocation of program resources.Promote and reinforce culturally responsive, trauma-informed, and participant-centered practices throughout program operations, including professional boundaries, confidentiality, respectful communication, and appropriate response to participant needs.Monitor program operations and ensure compliance with agency policies, licensing standards, contractual and funding requirements, confidentiality standards, applicable best-practice standards, and federal, state, and local requirements.Oversee program reporting processes and ensure timely, accurate, and complete documentation, reports, narratives, data, and performance measures required for program operations, grants, contracts, funding sources, and organizational reporting.Review and approve program reports, operational updates, compliance documentation, required narratives, and other assigned submissions within established timelines.Review and analyze program data, participant census, service trends, performance measures, and operational needs to identify risks, trends, service gaps, and opportunities for program improvement.Monitor documentation and data quality and ensure appropriate follow-up and corrective action when reporting, documentation, or compliance deficiencies are identified.Provide oversight and guidance in addressing participant needs, crisis situations, safety concerns, grievances, service coordination, and community-resource referrals, including escalation of significant or high-risk matters as appropriate.Lead or support incident response, emergency preparedness, safety planning, and escalation procedures in collaboration with program leadership and assigned staff.Monitor facility and operational needs and coordinate appropriate response to safety, security, maintenance, supply, and other concerns affecting shelter operations.Build and maintain effective working relationships with internal departments, community partners, funding agencies, service providers, and other stakeholders to support program services and objectives.Represent the program in community partnerships, coalition meetings, outreach activities, funder interactions, and service collaboration opportunities as appropriate.Coordinate volunteer, intern, and community partnership opportunities in collaboration with appropriate agency departments.Lead and support implementation of operational changes, program improvements, corrective action plans, quality-improvement initiatives, and organizational priorities.Assist with development and management of the program budget and monitor purchasing, resource allocation, supplies, and operational expenditures in collaboration with the Program Director and other appropriate departments.Communicate program performance, staffing needs, operational concerns, compliance matters, safety or facility concerns, emerging risks, and other significant issues to the Program Director in a timely manner.Participate in the shelter's leadership on-call rotation and provide management-level guidance, decision-making, coordination, and escalation for urgent staffing, participant, safety, facility, and operational matters in accordance with agency procedures.Maintain and reinforce confidentiality, privacy, and information-security practices related to participants, shelter operations, records, and the location and identity of individuals receiving services in accordance with agency policy and applicable requirements.Attend required supervision, meetings, trainings, coalition activities, community collaborations, and professional development activities related to program operations and service delivery.Perform other related duties as assigned in support of program and organizational objectives.Qualifications:Education:High School Diploma or GED required.Associate degree or bachelor's degree in Social Work, Human Services, Behavioral Health, Psychology, or a related field preferred.Experience:Minimum three (3) years of experience in human services, behavioral health, shelter or residential services, housing programs, crisis services, community-based services, or other related program operations required.Minimum two (2) years of supervisory or management experience required, including experience providing staff direction, coaching, performance management, and day-to-day operational oversight.Experience supervising or providing leadership to supervisors, team leads, or multidisciplinary teams preferred.Knowledge of trauma-informed practices, crisis intervention, participant-centered service delivery, community resources, and professional boundaries required.Experience working with individuals impacted by domestic violence, homelessness, behavioral health needs, trauma, or other vulnerable circumstances preferred.Experience with program reporting, data management, performance measures, quality assurance, and compliance requirements preferred.Experience supporting grants, contracts, audits, monitoring activities, or funder reporting preferred.Experience with budgeting, purchasing, resource allocation, or other program financial and operational controls preferred.Strong verbal and written communication, organizational, leadership, analytical, interpersonal, and problem-solving skills required.Proficiency with standard office technology, spreadsheets, databases, case management systems, and electronic recordkeeping systems required.Ability to manage multiple priorities and deadlines, exercise sound judgment and independent decision-making, maintain confidentiality and professional boundaries, and respond effectively to changing operational and participant needs.Ability to establish effective working relationships with employees, participants, organizational leadership, community partners, funders, and other stakeholders.Bilingual (English/Spanish) verbal communication preferred.Working Conditions/Physical Requirements:Primarily onsite work within a shelter and supportive services environment with regular interaction with participants, staff, community partners, and visitors. This position is not eligible for remote work.Occasional travel may be required for meetings, trainings, participant support, community partnerships, outreach activities, or other program-related services.Safely operate agency passenger vans with a capacity of up to 12–15 passengers for participant transportation and other authorized program-related business. May also be required to use an approved personal vehicle for program-related business.Ability to sit, stand, walk, bend, and use standard office equipment throughout the workday.Occasional lifting of up to 25 lbs. may be required for program materials, supplies, donations, food-service items, or office equipment.Work may involve exposure to crisis situations, behavioral health challenges, substance use, trauma-related behaviors, or emotionally heightened situations.Participation in the program's on-call rotation is required, including response to operational, staffing, safety, facility, or participant-related issues outside of regular business hours, which may include evenings, weekends, and holidays, based on the established rotation and program needs.Ability to maintain professionalism, confidentiality, sound judgment, and appropriate boundaries in a fast-paced environment.Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions, in accordance with applicable law.Compliance Requirements:Must Be At Least 21 Years of AgeClass One Fingerprint Clearance Card