Direct Client Assistance (DCA) Program Manager

Job Description

Job Description

Join a purpose-driven organization at the forefront of addressing homelessness and creating transformative change. The DCA Program Manager plays a critical role in overseeing financial assistance programs by managing implementation, ensuring compliance, driving partner alignment, and building system capacity. This position leads through collaboration, operational excellence, and a commitment to housing-focused solutions.

Like all CSB staff members, the individual in this role fosters an atmosphere of dignity, respect, and inclusivity, adhering to CSB's Code of Conduct. They ensure equitable treatment of all individuals, regardless of race, religion, color, national origin, ethnicity, ancestry, sex, sexual orientation, gender identity or expression, age, disability, veteran status, familial status, or socio-economic background.

MINIMUM QUALIFICATIONS

• Demonstrated alignment with the organization's mission and values.
• 1-3 years of experience in database management
• 1-3 years in process or project management preferred
• Ability to analyze data elements to inform strategy elements and future needs
• Experience working and/or interacting with persons experiencing homelessness
• Experience in conflict resolution
• Fair housing experience
• Familiarity with HUD, HMIS, or housing systems
• Experience working in a system-level not-for-profit organization preferred.

WHY JOIN US?

Step into a pivotal role at the core of our mission-driven organization. You'll enjoy a dynamic, purpose-filled work environment, competitive compensation, and a supportive culture that values professional growth, innovation, and meaningful change.

We prioritize your well-being with comprehensive benefits, including medical, prescription, dental, vision, life, and disability insurance. We also offer a 401(k)-retirement plan with employer contributions, pre-tax savings options, paid leave, and more to support a balanced and fulfilling career.

KEY RESPONSIBILITIES

1. Program Management and Planning

• Partner with stakeholders to plan, develop, implement, and continuously improve all DCA programs.
• Manage DCA programs in alignment with established policies and procedures, ensuring achievement of performance goals and maintaining a high-performance rating, with no designation as a program of concern.
• Demonstrates subject matter expertise by staying at the forefront of emerging trends and applying insights to strengthen program strategy and outcomes.
• Represents the DCA program in strategic meetings with external partners, funders, and stakeholders to support policy alignment and promote system-wide coordination.
• Represent the agency in community coalitions, task forces, advocacy groups, or leadership forums, and attend other agency or system-level meetings as requested.

2. Program Operations and Application Processing

• Process DCA applications and enter data accurately and promptly, in accordance with
• established DCA policies and procedures.
• Assess and process landlord incentive payments.
• Ensure weekly processing of DCA requests and payments.
• Oversee timely check issuance and manage expedited requests as needed.
• Maintain strict adherence to payment schedules and established processing timelines.

3. Data Management and Reporting

• Enter all DCA transaction data into the HMIS system with accuracy and timeliness.
• Generate weekly and quarterly reports in accordance with funder and internal
• requirements.
• Provide data reports and analysis to management as needed to support decision-making.

4. Quality Assurance and Compliance

• Outlines expectations around maintaining data and file compliance, monitoring agency
• performance, and conducting audits.
• Quarterly quality assurance checks.
• File compliance with data standards (100%).
• Compliance with HMIS requirements.
• Ensuring 95% of applications are submitted accurately and completely.

5. Partner Relations

• Collaborates with partner agencies to ensure program alignment, support, and accountability.
• Maintains professional working relationships to promote smooth coordination and effective service delivery.
• Creates corrective action plans with agency program directors when performance gaps are identified.
• Guides standards, application compliance, and continuous improvement practices.
• Facilitates and participates in system and program-level meetings with partner agencies to support coordination, resolve issues, and align on service delivery.
• Maintains effective communication across all areas of responsibility to ensure clarity, alignment, and collaboration.

6. Strategic Partnerships and Resource Development

• Provides leadership for and cultivates key direct service partnerships that result in financial, material, housing or other basic assistance for clients.
• Maintains professional relationships with community agencies focused on achieving system and program ends in an efficient and effective manner.
• Maintains key partnerships, per established agreements.

7. Fiscal Oversight and Funder Compliance

• Manages DCA expenditures and monitors program performance indicators and outcomes to ensure compliance with fiscal and funder requirements.
• Ensures funder audits and reviews are free of exceptions or findings.
• Assures program spending is aligned with CSB-approved budgets.
• Reviews budget compliance to ensure DCA spending is consistent with financial expectations.
• Determine the Partner Agency spending rate of their annual DCA funds and report this out to the Partner Agency and CSB Grants and Programs teams. 
• Obtains proper approvals before incurring costs that exceed 105% of the CSB program budget (cumulative) and costs that are inconsistent with the fund allocation budget.

8. Training and Capacity Building

• Identifies DCA staff training and development needs and initiates training programs accordingly.
• Manages all aspects of DCA capacity building, including content development, scheduling, promotion, and facilitation.
• Ensures all staff who participate in the DCA program (i.e., prepare and/or approve DCA applications) are trained and certified.
• Provides individualized technical assistance and support to partner agencies to improve DCA program quality and performance.
• Develops and manages quarterly training sessions for DCA users and supervisors, incorporating refresher and new user content.
• Maintains the online DCA training platform and ensures curriculum changes are approved by appropriate leaders.
• Achieves a 90% participant pass rate and a minimum 90% training usefulness rating based on participant feedback.

9. Program Documentation and Standards Compliance

• Develops and maintains up-to-date Desktop Procedures for this role.
• Ensures DCA programs comply with CSB Administrative and Program Standards.
• Maintains CSB Administrative Policies and Procedures related to the DCA programs, DCA Program Policies and Procedures, and online DCA submission platform.

10. Other Functions

• Contributes to special projects, presentations, and organization-wide initiatives.
• Assists with audit, budget, and grants support, ensuring deadlines are met.
• Effectively collaborates internally with other CSB staff to ensure the best possible work products are delivered.
• Assists Housing Department staff with projects and tasks and the Grant Management + Compliance team with Program Review and Certification (PR&C), as needed.
• Actively participate in CSB Housing Department and All Staff meetings.
• Other duties as assigned.

SKILLS, KNOWLEDGE, AND ABILITIES

• Knowledgeable about the USHS process related to DCA.
• Excellent communication skills, both oral and written.
• Excellent organizational skills.
• Exceptional time management skills and ability to complete projects on time.
• Ability to work independently, manage multiple job tasks, and complete job tasks per established timelines.
• Strong attention to detail with the ability to identify errors, ensure accuracy, and consistently produce high-quality work.

KEY COMPETENCIES

• Systems Thinking : Understands how processes, partners, and data connect; identifies opportunities to improve system flow and outcomes.
• Project and Process Management : Plans, organizes, and executes work with strong attention to timelines, detail, and efficiency.
• Data-Informed Decision Making : Uses data to assess performance, identify trends, and drive improvements.
• Collaboration and Relationship Building : Builds trust and works effectively across partners, stakeholders, and teams.
• Communication Excellence : Conveys information clearly, concisely, and professionally in both written and verbal formats.
• Accountability and Ownership : Takes responsibility for outcomes, follows through on commitments, and ensures high-quality results.
• Adaptability and Problem Solving : Navigates ambiguity, resolves challenges, and adjusts to changing priorities with composure.

WORKING CONDITIONS

• High energy level, comfortable performing multi-faceted tasks.
• Strong analytical and reasoning abilities.
• Makes decisions promptly, sometimes with incomplete information and under tight deadlines and pressure.
• Handles stress and changing situations with composure.
• Well-developed interpersonal skills; ability to get along with diverse personalities and populations; tactful, mature, flexible.
• Ability to establish credibility and be decisive, yet able to recognize and support the agency's needs and priorities.
• Quick Learner: Able to grasp all job functions and comfortable in a fast-paced environment.
• Able to inform supervisor and others effectively, thoroughly, and promptly.