Program Manager

Job Description

Job Description

Program Population: 

The NENB Housing program is an interim housing program that supports individuals experiencing homelessness as they work toward greater stability, independence, and improved quality of life. Participants may have a variety of individual needs and circumstances, which may include mental health or substance-use concerns. Individuals served by the program may occasionally experience periods of emotional distress or heightened frustration that can result in verbal disagreements, raised voices, or other challenging interactions.

Position Purpose:

The Program Director's primary role is to provide strategic planning, coordination, leadership, and monitoring of all operational aspects of the Tiny Home Project. As the Program Director, this role will encompass administrative oversight of operations managers in collaboration, along with the interdisciplinary Care Team consisting of case managers, Site monitors, security staff, and housekeeping staff. This position is also responsible for providing training and guidance to staff and guiding teams in developing appropriate interventions that help clients build the skills needed for independent living in future permanent housing.

Principal Responsibilities:

1. Provide administrative direction, guidance, and support to Case Management and other designated support staff and managers in accordance with organizational policies and procedures.
2. Provide oversight and support to on-site Case Managers, including supervision, timely documentation of services, and coordination of client services in accordance with applicable program requirements.
3. Communicate program objectives, expectations, policies, and procedures to multidisciplinary staff and support consistent understanding and implementation.
4. Provide training, guidance, and operational support to Program Monitor staff to support the appropriate implementation of approved service plans and client support strategies.
5. Coordinate and provide, as appropriate, staff training on topics relevant to program operations and client services, including harm reduction, trauma-informed care, de-escalation techniques, and other required subjects.
6. Collaborate with staff and program leadership to implement program goals, policies, procedures, documentation requirements, and reporting processes, including the appropriate use of performance and financial information.
7. Promote a coordinated and interdisciplinary approach focused on providing quality, cost-conscious care and case management services, while supporting client satisfaction, continuity of care, and progress toward appropriate health and housing-related goals.
8. Collaborate with JWCH, LAHSA, HFH, and other designated partners to support provider coordination, operational efficiency, and the resolution of program-related issues within the scope of the position.
9. Participate in periodic coordination meetings with HFH and other designated organizations or service providers to promote communication, coordination, and continuity of services.
10. Monitor the professional appearance, cleanliness, and general condition of the clinic, offices, and program site, and communicate maintenance or environmental concerns through appropriate channels.
11. Support program visibility and community engagement through participation in appropriate community service activities and professional organizations, as approved by organizational leadership.
12. Participate in organizational and ad hoc committees as assigned.
13. Compile and provide reports regarding operational issues, program opportunities, service activities, and progress toward program goals, as requested.
14. Participate in client satisfaction, quality improvement, and process improvement meetings with clinic administrators and Executive leadership as needed.
15. Support the monitoring and documentation of patient/client satisfaction through established channels, including formal complaint processes and surveys, in accordance with organizational policies, applicable IPA grievance procedures, and County-funded program requirements.
16. Support compliance with applicable quality standards, regulatory requirements, program requirements, and organizational customer service expectations within the scope of the position.
17. Maintain the confidentiality and security of Protected Health Information (PHI) and other confidential information in accordance with HIPAA, applicable laws and regulations, and organizational policies and procedures.
18. Monitor program operations and documentation to support the delivery of required services and progress toward applicable performance and outcome measures established by HFH and other applicable funding or oversight entities.
19. Collaborate with designated organizational personnel and partners, as appropriate, to support recruitment, staff evaluations, required health clearances, and competency assessments. Any clinical competency assessments will be conducted by appropriately qualified personnel in accordance with applicable requirements.
20. Review staff timesheets for completeness and accuracy and submit or approve them within established deadlines and in accordance with organizational procedures and applicable supervisory authority.
21. Complete or review reimbursement documentation, as applicable, and route required forms to the appropriate supervisor or authorized personnel for review and approval.
22. Organize and facilitate monthly staff meetings focused on education, training, communication, program operations, and continuous improvement.
23. Address any corrective action plans that may arise post internal/external audits.
24. Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
25. Participate in required safety and compliance trainings and apply learned practices in daily work activities.
26. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
27. Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
28. Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
29. Participate in JWCH’s customer service training called AIDET on an annual basis.

• • Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
  • Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.

1. Perform other duties as assigned.

Requirements:

1. Requires a Master’s degree in a Healthcare, Human Services, or social work-related field or 3-5+ years of relevant managerial experience in healthcare, nonprofit, or public health sector. 
2. Experience and knowledge in human, social, and/or behavioral health services, especially for homeless and/or low-income underserved individuals.
3. Demonstrate expertise working with interdisciplinary teams and an understanding of the impact of trauma on behavioral and medical conditions.
4. Experience working with clients or patients and staff from diverse socio-economic, ethnic, and cultural backgrounds.
5. Experience working in multi-disciplinary teams, preferably with social workers, Nursing professionals, and operations staff.
6. Strong written and verbal communication skills, with the ability to promote effective teamwork, maintain professional working relationships, and support a positive and respectful organizational culture. Demonstrated ability to encourage and support staff in providing client-centered services.
7. Working knowledge of homelessness-related issues, programs, and policies in Los Angeles County and the surrounding community.
8. Strong organizational, time-management, problem-solving, and prioritization skills.
9. Be proficient in the Microsoft Office suite.
10. Possess a valid California Driver's License 
11. Bilingual/Bicultural (Spanish/English) preferred.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

Employee Benefits:

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes:

• Medical, Dental, Vision
• Monthly employer-sponsored allowance for assistance with health premiums.
• Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
• Paid time off (vacation, sick leave) and 13 paid holidays.
• 401(k) Safe Harbor Profit Sharing plan.
• Mileage reimbursement.
• Short- and long-term disability plans (LTD/STD).
• Life insurance policy & AD&D, and more!

Become part of a team where your work matters. Apply today and help us change lives, one patient at a time.

JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.