Manager of Programs

Job Description

Job Description

Manager of Programs  

Company and Culture:  

House of Mercy, Inc., a sponsored ministry of the Sisters of Mercy, is on a mission to empower people living with HIV/AIDS in their transformation toward a more independent life. We are a small team of resolute professionals working collaboratively to help our clients and guests achieve social/emotional well-being and economic self-sufficiency. Our Palm Program provides a home-like environment coupled with support and case management services to assist with developing a plan to break the cycle of homelessness, stabilize housing, and reintegrate into the community. Our Positive Connections program provides supportive services to help individuals in the broader community remain housed and connected to care. Guided by our CARE values, we are motivated to help end the epidemic by providing quality services for those living with HIV and the communities that support them. 

Position Summary  

The Manager of Programs oversees the organization’s housing and case management services for individuals and families experiencing homelessness, imminent homelessness, and HIV/AIDS. The position manages the six-bedroom residence, external housing partnerships, and case management services. 

This role supervises staff, manages program operations and resources, coordinates community partnerships, ensures compliance, and uses data to measure outcomes, identify service gaps, and improve client services. The Manager promotes housing stability, health, well-being, client choice, and access to essential resources through compassionate, culturally responsive, and trauma-informed services. 

Key Responsibilities  

• Manage the six-bedroom residence, external housing program, and case management services. 
• Supervise, support, and evaluate program staff. 
• Oversee and facilitate client intake, assessments, housing placements, service planning, referrals, and follow-up. 
• Ensure clients receive coordinated access to healthcare, behavioral health services, benefits, transportation, and other resources. 
• Promote a safe, respectful, trauma-informed, and supportive residential environment. 
• Respond to crises, conflicts, safety concerns, and urgent client needs. 
• Recommend and implement program policies, procedures, and service standards. 
• Monitor program budgets, contracts, staffing, supplies, and other resources. Provide recommendations regarding resource allocation and budget needs to the President & CEO 
• Build and maintain partnerships with housing providers, healthcare organizations, social service agencies, funders, and community organizations. 
• Ensure accurate, timely, and confidential client documentation. 
• Monitor program quality, client satisfaction, compliance, and service effectiveness using various tools, including conducting case management meetings with clients. 
• Establish data collection and reporting processes for all programs. 
• Identify key performance measures and track outcomes such as housing placements, housing retention, occupancy, client engagement, service connections, and progress toward client goals. 
• Analyze data and client feedback to identify trends, service gaps, and opportunities for improvement. 
• Prepare reports, dashboards, and presentations for leadership, funders, board members, and regulatory agencies. 
• Establish measurable annual and long-term program goals. 
• Train staff on documentation, data collection, reporting, and outcome measurement. 
• Support grant applications, contract reporting, data collection, implementation of organizational strategic priorities, and quality-improvement initiatives 
• Represent the organization at community meetings, care coordination meetings, and professional events. 
• Ensure compliance with applicable HUD, HOPWA, Ryan White, HMIS, confidentiality, and agency funding requirements. Participate in program monitoring, audits, corrective action planning, and performance improvement activities.
• Representing the House of Mercy at key community events throughout the year, including mandatory annual fundraising events hosted by the organization.

Qualifications  

• Bachelor’s degree in social work, public health, human services, housing services, or related field; master’s degree preferred. 
• At least 3-5 years of experience in housing, case management, HIV/AIDS services, homelessness services, public health, behavioral health, or related field. 
• A minimum of two years of experience supervising staff and managing residential, supportive housing, or community-based programs. 
• Knowledge of homelessness, housing instability, HIV/AIDS, trauma-informed care, harm reduction, and client-centered services. 
• Experience coordinating housing, healthcare, behavioral health, and social services. 
• Experience developing or managing data collection, program evaluation, performance measurement, or outcome-reporting systems. 
• Experience managing budgets, contracts, grants, compliance, or program reporting. 
• Strong communication, organization, problem-solving, documentation, and crisis-management skills. 
• Ability to maintain professional boundaries and confidentiality. 
• Proficiency with electronic case management systems, databases, spreadsheets, dashboards, and standard office software. 

Preferred Qualifications  

• Master’s degree in social work, public health, public administration, human services, or related fields. 
• Relevant professional license or certification. 
• Experience managing a congregate residence, transitional housing, or permanent supportive housing program. 
• Experience with HIV/AIDS service organizations, Ryan White-funded programs, HUD-funded programs, or similar initiatives. 
• Knowledge of local housing resources, coordinated entry, benefits, healthcare systems, and supportive services. 
• Experience with grant management, contract administration, funder reporting, or program evaluation. 

Core Competencies  

• Compassionate, client-centered leadership 
• Staff supervision and team development 
• Housing stability and service coordination 
• Crisis intervention and conflict resolution 
• Community partnership development 
• Data collection and outcome measurement 
• Program evaluation and quality improvement 
• Compliance and resource management 
• Cultural humility and trauma-informed practice 
• Communication, sound judgment, and problem-solving 

Working Conditions  

Work may occur in office, residential, community, healthcare, and partner-agency settings. Occasional evening, weekend, or on-call work may be required. The position may require working alone and involves regular interaction with clients, staff, partners, healthcare providers, housing providers, funders, and other stakeholders.