Assistant Manager

Job Description

Job Description:\n\nSalary: $70,304 to $80k Annual Salary, Exempt Assistant Manager ABOUT US Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is avibrantandsocially responsive non-profit agency that provides permanent housing and vital support services to over 2,000 homeless or at-risk families and individuals in Contra Costa County. Over 40 faith-based communities support our work, although there are no religious requirements or affiliations to receive services. Are you seeking a new role that fully utilizes your talents and potentialwhile helping to make the world a better place? If so, please read on! What are you passionate about? At Hope Solutionswe envision a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility. Hope Solution's mission is to heal the effects of povertyandhomelessness by providing permanent housing and vital support services to highly vulnerable families and individuals. Could our mission be your mission? Learn more about us @hopesolutions.org TEAM SNAPSHOT We're adding to our team of passionate folkswho are on a mission to help make the lives of others betterthrough services and support that lead to a higher quality of life for our clients. We'd like to learn more about youapply for the role! What's our team like? Here's a snapshot of some of the folks at Hope Solutions who help advance our vision to achievesecure housing and the dignity of self-sufficiency for the homeless and at-risk families and individuals in Contra Costa County. A FEW OF US... DeanneChief Executive OfficerResides with her husband and three children. Enjoys hiking, camping, reading, cooking, and cheering at her kids' games. AlexChief Operating OfficerLives with his wife, son, and dog (and loves when the grandkids visit!). MSW and macro social worker who enjoys reading, baseball (Go Giants!), cooking, hiking, jazz, and family time. ChristinaChief Financial OfficerResides with her husband, son, two daughters, and their dog. MPA, Non-Profit Graduate Certificate, and 20+ years in finance; enjoys traveling and family time. BethDirector of Clinical and Support ServicesResides with her sister and son. Licensed psychologist with 30+ years working with children and families; enjoys singing, cooking, gardening, and traveling. BillVice President of ProgramsResides with his partner. Licensed Marriage and Family Therapist with 25+ years experience working with underserved populations, specialized training in somatic psychotherapy and end-of-life care; enjoys reading, gardening, and meditation. CaylaDirector of Evaluation & Learning Resides with her husband and children. MBA in Business Analytics that thrives on spreadsheet analysis, dashboard creation, and reading. DebbieDirector of Development & External RelationsResides with her husband, two teenagers, and a rescue mutt. Leads external relations and development with 20+ years in marketing and communications. DominickDirector of Re-Entry Housing & ServicesA fourth-generation San Francisco native and father of four, holds a B.S. in Criminal Justice and an M.A. in Leadership. In his free time, he enjoys music, travel, nature, cooking, and quarterly wine trips. JenniferVice President of Strategy & DevelopmentA California native, she spends her time with her loved ones hiking and exploring the region's coffee shops, farmer's markets, and festivals. She likes reading adventure novels and leadership books, as well as playing new board games and video games, and loves a good conversation. KristinaDirector of Human ResourcesWith over 20 years of experience in HR, leadership, people management, and operations, she holds a Bachelor of Business Administration and is a SHRM-SCP certified professional. A Bay Area native and proud foodie, she lives with her child and enjoys spending time with her family, cycling, hiking, and keeping life light with laughter and fun. MashalDirector of Housing & Support ServicesResides in the Bay Area. Daughter of Afghan refugees; enjoys weekends with her son, concerts, reading, and Sonoma Coast drives; former Program Manager for housing and care for chronically homeless adults with AIDS/HIV; co-chair for Hope Solutions' CARE Committee and board member. RenaDirector of FinanceBorn and raised in Contra Costa County California CPA with a dual degree in Accounting and Sociology from the University of Notre Dame (Go Irish!). Enjoys cooking, hosting dinner parties and hiking with her husband and two daughters. TanyaDirector of Rapid Re-Housing & NavigationResides with her husband, daughter, and two sons. Master's in Counseling Psychology with 15+ years serving underserved populations; enjoys music, comedy, movies, exercising, and basketball. WHO WE ARE LOOKING FOR: The Assistant Manager (AM) plays a key supporting leadership role within the El Portal Place program, working closely with the Properties & Services Manager (PSM) to ensure consistent, trauma-informed services and smooth daily operations. This position provides direct supervision to the Desk Clerk team, ensuring 24/7 front desk coverage, adherence to program procedures, and a safe, welcoming environment for residents, staff, and visitors. The AM helps maintain strong communication between shifts, promotes accountability, and supports staff in responding effectively to resident needs and on-site situations. In collaboration with the PSM, the Assistant Manager helps coordinate support services, uphold quality assurance standards, and ensure that program operations align with agency policies and housing stability goals. This role requires adaptability, sound judgment, and the ability to respond to urgent situations while maintaining a calm, professional, and trauma-informed approach, ensuring that clients living at El Portal Place receive reliable, respectful, and effective support services. Supervisory Responsibility: El Portal Desk Clerks, including per diem WHAT WILL YOU DO: Leadership Role:Active participation and contribution to the Hope Solutions Management Team.Cultivate and maintain successful relationships with key stakeholders and County leadership, including contract liaisons.Represent Hope Solutions with community stakeholders, as assigned. May require evening meetings.Provide timely and accurate reporting on program status, outcomes, and emerging issues to leadership, using a data-driven, trauma-informed and collaborative approach to support decision-making and continuous improvement.Build and maintain cross-functional partnerships, supporting internal and external collaboration to align programming with resident and agency needs.Provide on-site leadership presence during all work hours, unless off-site meetings have been scheduled.As directed, assist with onboarding of new staff by participating in the hiring process, training staff on team-specific Standards of Practice (SOPs) and documentation.Act as the point of contact in Managers absence, including providing supervision and guidance to all EPP staff, acting as liaison with contract partners, and assuring communication to leadership as needed and to Manager upon return. Program Oversight:As directed, participate in/oversee comprehensive psychosocial, life skills, and financial assessments.Assure the provision of supportive mental health interventions as needed, including mental health crisis management.Ensure a trauma-informed approach to managing resident concerns and needs, partnering with support services staff to ensureadditionalsupport to residents as needed. Provide case conferencing of client cases,strategize onthe provision of services, review action/housing plans, and review service documentation.Support direct reports to provide steady and friendly engagement with EPP residents, staff, and visitors, and to ensure consistent monitoring of the EPP site to maintain a safe environment. Ensure that incidents and emergencies are handled, communicated about and documented appropriately and in a timely manner.Ensure/provide mediation and advocacy withstaff on behalf of clients toassistwith obtaining and/ormaintaininghousing. Data Responsibilities:Ensuretimelyandaccuratedocumentation of visitors to EPP as well as incidents.As directed, complete entry of participant enrollments, annual assessments, andexitsinto Homelessness Management Information System (HMIS)within72 hoursof client admission.Ensure data qualitypertaining toDesk Clerkshift changeinspections.Ensure data quality in theLobbytracksystempertaining toguests/visitors as well as DeskClerkdocumentation of incidents.As directed, ensure data quality in the Apricot system, including but not limited to data entry, reporting,andanalysis.As directed, review monthly and quarterly program data to ensure the program meets its targets and recommend course corrections.Partner with leadership to complete regular budget planning and to prepare for regular budget/program review meetings with the Finance Department.Comply withall legal/ethical professional guidelines formaintainingconsumer confidentiality, protecting consumer rights, advocating on consumers' behalf, and assuring consumer safety. Cultural Responsiveness:Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively.Knowledge of and commitment to concepts and issues tied to social justice, diversity, equity, and inclusion and belonging.Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility and authenticity backgrounds, and goals.Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law.Review and commit to our Diversity, Inclusion, Equity, and Belonging Commitment. Organizational/Administrative Responsibilities:Professionally represent Hope Solutions in all circumstances.Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on consumers behalf, and assuring consumer safety.Establish and maintain professional boundaries in working with clients.Comply with all local, state, and federal regulations, policies, procedures, standards of practice, and outcome requirements of the Supportive Housing Program and Hope Solutions.Maintain knowledge of and compliance with Fair Housing regulations.Maintain and supervise maintenance of confidential data files that adhere to HIPAA regulations.Assist with the creation/distribution of client satisfaction/feedback surveys.Assist with data entry and completion of financial reports, tenant statements, billings, and correspondence.Attend all required meetings, including but not limited to: Hope Solutions staff meetings, program staff meetings, consumer case conferences, and linkage meetings with other agencies.Complete required personnel-related paperwork and complete expenditure reports for service expenses and/or mileage in a timely and accurate manner.On-call, after-hours, and backup work will be required.Other duties as assigned . Work Location Classification:Site-Based: Work is primarily performed at an assigned Hope Solutions location, with on-site presence as the standard expectation to support program operations, clients, and team collaboration. This classification applies to GPA, East County, Hacienda, Lakeside, Pomona, El Portal Place, and key roles at Taylor Office such as the Operations Manager and their direct reports.Work from home must be approved in advance by the Program Director or Manager. Written approval (email) is required.All new program employees are expected to work on-site for the first 90 calendar days. Any exception requires approval from the Program Director or Manager.Client-facing work may occur on-site or in the field, depending on the role and program needs, and may include appointments, sessions, engagements, support services, client-present coordination of community resources/services, and other direct service activities.This expectation may flex to accommodate operational needs, client availability, safety concerns, or urgent program priorities while still meeting performance expectations.When requesting to work from home, the employee must make the request to their direct supervisor in advance. The request must include the requested date/hours, the business reason, and a work plan for the day. For urgent same-day situations, the employee must notify leadership as early as possible and follow directions regarding work-from-home approval, schedule adjustment, or use of leave time.When approved to work from home, employees must maintain confidentiality, work from a professional/private environment, complete assigned tasks and documentation on time, and track time accurately. Position Qualifications:Knowledgeof andbelief in Housing First philosophy and strategies.Passion for anddemonstratedexperience successfully supporting vulnerable populations, especially homeless individuals with mental disabilities.Experience with and/or interest in handling light maintenance skills is strongly preferred.AA or AS degree in a field applicable to Hope Solutions social services and/oraminimum of 3years' experience.Knowledgeofor willingness to learn HUD requirements, including tenant certifications and/or experience working with HUD-funded properties.Knowledge of Contra Costa housing resources and HIPAA/HITECH laws is a plus.Bi-lingual in English/Spanish is a plus.Outstanding written and verbal communication skills.Computer proficiency in the use of Microsoft and database applications.Must haveanoperational vehicle, auto insurance, valid California drivers license, and be willing to drive for work.Must passLiveScanscreening and TB test.Salary contingent upon skill and experience. Physical Qualifications:The person in this position may make home visits to consumers who live on second or third-floor apartments (without elevators) and will need to be able to climb stairs.May accompany consumers on walks to local resources (grocery store, childcare, parks) up to mile in distance.Must be able to work in a desk setting for up to 3 hours at a time to make calls to consumers, research resources on the internet, and collaborate with community providers with calls/emails.Office setting activities are required, such as typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine related to maintaining or obtaining housing.Occasionally must be able to lift and carry objects weighing up to 25 pounds, including furnishings for new residents, files,