Program Manager - Services

Program Manager Services

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

The path from homelessness to stable housing is rarely straightforward. It moves through outreach, crisis response, system navigation, and ongoing support often all at once. The Program Manager Services makes sure HTM's programs work together as a clear, effective path through all of it.

Reporting to the Director of Programs, this role leads Access and Engagement or Housing Services programs, including outreach, problem solving, housing navigation, and stabilization. The Program Manager Services, is responsible for supervising staff, maintaining service quality, ensuring contract compliance, and meeting documentation, data, performance, and reporting requirements established by applicable City, County, LAHSA, and other public funders. Responsibilities vary based on assigned program and may include Street-Based Engagement/Outreach, Navigation Center/CES Access Point, Day Labor Resource Center, or other Access & Engagement services.

This is a hands-on leadership role. The Program Manager Services is present in the work holding supervision meetings, reviewing files, responding to escalations, and holding the team accountable. The programs this role oversees are where people first connect to the system and where they either move toward housing or don't. That outcome is a leadership responsibility.

Primary Duties and Responsibilities

• Provides overall leadership and direction for assigned Access & Engagement and/or Housing Services programs
• Ensures assigned programs deliver all services required by the applicable Scope/Statement of Work, including outreach and engagement, CES access, Problem-Solving, case management, housing linkage, supportive-service referrals, employment services, participant stabilization, and other contract-specific services, as applicable to the assigned program.
• Street-Based Engagement/Outreach Programs: Oversees implementation of street-based outreach and ICMS services, including outreach coverage, participant engagement and re-engagement, assessments, CES coordination, housing and supportive-service linkages, multidisciplinary care coordination, and transitions to ongoing services in accordance with applicable County requirements.
• Navigation Center Programs: Oversees Navigation Center service delivery, including CES Access Point services, initial screening, Problem-Solving, emergency and supportive-service referrals, warm handoffs, document support, mail services, housing-focused case management, hygiene services, and participant access to required Navigation Center services.
• Day Labor Resource Center Programs: Oversees employment-focused services including participant and employer outreach, job placement, worker-rights education, wage-theft assistance, multi-benefit screening, pre-employment services, immigrant integration resources, supportive services, information and referrals, and other contract-required Day Labor services.
• Monitors program goals, performance benchmarks, and outcomes; implements timely adjustments to improve service delivery and participant results
• Ensures all participants are engaged with dignity, respect, and consistency, regardless of acuity or barriers
• Addresses participant concerns, conflicts, grievances, and complaints, escalating when necessary
• Maintains visible leadership presence within program operations, including site-based or field-based support as required

Participant Services and Service Access

• Ensures services are delivered in a participant-centered, culturally responsive, equitable, and trauma-informed manner consistent with applicable program and funder requirements.
• Ensures participant concerns, complaints, and grievances are appropriately received, documented, addressed, and escalated in accordance with agency and applicable funder requirements.
• Navigation Center Programs: Ensures services operate in accordance with Housing First, Harm Reduction, Low Barrier, and Trauma-Informed Care principles and that unnecessary barriers are not imposed as conditions of service access.
• Navigation Center Programs: Ensures participants fleeing domestic violence, human trafficking, sexual assault, or other applicable safety concerns receive appropriate screening, confidential services, emergency referrals, and warm handoffs consistent with LAHSA requirements.

Staff Supervision and Development

• Supervises, trains, and supports program staff through regular supervision, coaching, and performance evaluations
• Conducts weekly staff supervision, case conferencing, and file reviews to ensure service quality and documentation integrity
• Supports hiring, onboarding, and training of new staff in coordination with program leadership and HR
• Ensures staff adhere to program policies, procedures, and evidence-based practices
• Ensures staff complete and maintain documentation of all agency and funder-required training applicable to their assigned program and role.
• Monitors staff assignments, caseloads, field coverage, schedules, service delivery, documentation, and performance to ensure contractual staffing and service requirements are maintained.
• Navigation Center Programs: Ensures staffing coverage is maintained for required Navigation Center functions and monitors case management caseloads based on participant acuity and applicable LAHSA guidance.
• Street-Based Engagement/Outreach Programs: Ensures required administrative and clinical supervision structures are maintained in accordance with the applicable contract and coordinates with qualified clinical supervisors where clinical supervision is required.

Operations and Safety

• Oversees day-to-day operations of assigned programs, including staffing, participant flow and access, intake, service coordination, schedules, supplies, facilities, transportation, safety, and other operational requirements applicable to the program model.
• Navigation Center Programs: Oversees the safe, secure, and contract-compliant operation of voluntary and mandatory personal property storage services, including storage access, renewals, pack-outs, inventory controls, release of property, prohibited-item procedures, records, and participant flow.
• Navigation Center Programs: Oversees hygiene-service operations, participant flow, janitorial/facility coordination, security coordination, storage operations, and other required Navigation Center operational services.
• Day Labor Resource Center Programs: Ensures the site operates during designated contract hours and maintains required participant access, fair job distribution processes, basic amenities, mediation/community-building activities, and safe and orderly site operations.
• Street-Based Engagement/Outreach Programs: Oversees field operations, outreach schedules and geographic coverage, field safety, transportation, communication, referral response, and deployment of outreach staff in accordance with applicable County requirements.
• Maintains a safe environment for participants and staff; coordinates with security and responds to emergencies as needed
• Ensures proper timekeeping, scheduling, and administrative compliance in coordination with payroll and HR systems
• Ensures incidents, safety concerns, participant crises, and emergencies are appropriately responded to, objectively documented, escalated, followed through to resolution, and reported within applicable agency and funder timelines.

Compliance and Data Integrity

• Maintains a thorough working knowledge of all applicable Scopes of Required Services (SRS), Program Standards, and contract requirements
• Ensures compliance with applicable City, County, LAHSA, and other public funder requirements, including Scopes/Statements of Work, Program Standards, policies, documentation, service delivery, performance, and reporting requirements.
• Oversees accurate, timely, and complete data entry and monitoring in HMIS/Clarity and other County funded systems such as Padmission and Champ
• Ensures participant contacts, enrollment, assessments, services, referrals, case notes, outcomes, exits, and other required activities are accurately documented in HMIS or other applicable funder-required data systems within established contractual timelines.
• Monitors contract-specific performance indicators, service goals, data quality, participant outcomes, and required deliverables and develops corrective action strategies when performance falls below established expectations.
• Conducts regular audits of participant files and program data to ensure readiness for monitoring visits, audits, and evaluations
• Prepares and supports required reports, funder submissions, and internal performance reviews
• Navigation Center Programs: Monitors Funders Navigation Center KPIs and required reporting, including HMIS data quality, contracted-to-serve performance, participant identification/documentation outcomes, and other applicable Funders performance measures.
• Navigation Center Programs: Ensures Housing & Services Plans are developed, signed and updated with participants as applicable, tracked as services and uploaded into HMIS, and ensures required case management contacts, monthly updates, progress, and outcomes are documented.
• Street-Based Engagement/Outreach Programs: Monitors outreach enrollment, engagement and re-engagement, CES assessments, document acquisition, interim and permanent housing placements, service connections, case closures, and other County-required ICMS SBE outcomes.
• Day Labor Resource Center Programs: Ensures accurate tracking and reporting of unduplicated participants, jobs obtained, employer engagement, benefit screenings, wage-theft assistance, referrals, and other City-required Day Labor performance measures and deliverables.

Case Management

Hope of the Valley Rescue Mission