Learning & Development Specialist (Program Manager)

Job Description

Job Description

Hope Mission Statement

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

Position Purpose and Summary 

Hope the Mission's frontline workforce operates in one of the most demanding environments in human services. Every shift, staff navigate trauma, de-escalation, and complex behavioral health needs in shelters serving people in crisis. How well staff are prepared for that environment determines how safe those spaces are, how long employees stay, and how effectively Hope the Mission delivers on its mission. The Program Manager, Learning and Development Specialist is the person responsible for that preparation.

Reporting to the Director of Organizational Development, the Program Manager designs, develops, and delivers training across the Hope the Mission workforce. This includes facilitating onboarding and ongoing staff development, providing shelter-specific training in trauma-informed care, de-escalation, crisis intervention, emergency procedures, and safety protocols, developing management training, creating instructional materials, tracking training completion and outcomes, and coordinating training logistics. The Program Manager collaborates with shelter managers and frontline staff to tailor content to the realities of shelter operations and works with external training vendors and subject matter experts as needed. Travel to program sites is required up to 50% of the time. This is a grant-funded position.

Staff who are undertrained don't just struggle. They leave, they make mistakes, and they sometimes cause harm. Hope the Mission's ability to retain a capable frontline workforce and deliver consistent, quality services depends in part on whether people feel equipped to do the job they were hired to do. The Program Manager builds that capacity, one training at a time, in the rooms where the work actually happens.

Responsibilities

Training Design and Development

• Design, develop, and update training programs for frontline staff and management using adult learning principles

• Create instructional materials including presentations, handouts, and workbooks

• Develop training content specific to shelter operations including trauma-informed care, de-escalation techniques, understanding homelessness, crisis intervention, emergency procedures, and safety protocols

• Liaise with subject matter experts regarding instructional design

• Stay current on training design methodologies and best practices

Training Delivery and Facilitation

• Deliver live and on-demand training programs using a range of facilitation methods including role-playing, simulations, team exercises, group discussions, videos, and lectures

• Facilitate onboarding training for new staff

• Provide ongoing training for existing staff across programs and departments

• Offer site-based training for program teams at shelter and program locations

• Develop and facilitate management and leadership training programs

Vendor and External Coordination

• Identify appropriate external training vendors for organizational needs

• Coordinate and liaise with external subject matter experts as needed

Logistics, Tracking, and Reporting

• Handle all logistics for training activities including venues, schedules, and equipment

• Manage and maintain in-house training facilities and equipment

• Track and report on training completion rates and outcomes

• Attend meetings and seminars to gather information for use in training programs or to update leadership on training program status

Collaboration and Continuous Improvement

• Collaborate with shelter managers and frontline staff to tailor training content to the specific needs and challenges of shelter operations

• Assist with identifying training gaps and developing solutions to address them

• Perform other duties as assigned

Qualifications

• Bachelor's degree in Behavioral Science, Education, Human Services, or a related field required

• Minimum 2 years of training experience required

• Experience in homeless services, social services, or a related field preferred

• Bilingual in English and Spanish preferred

Skills

• Design and facilitate training programs using adult learning principles across diverse staff populations

• Facilitate live training sessions with strong public speaking and group engagement skills

• Develop instructional materials including slide presentations, handouts, and participant workbooks

• Tailor training content to the specific needs and challenges of shelter and human services environments

• Track training completion data and report outcomes to leadership

• Manage multiple training projects and deadlines simultaneously with strong organizational skills

• Work autonomously and take initiative with minimal supervision

• Communicate clearly and professionally in writing and verbally with staff, managers, and external partners

• Adapt to a fast-paced, constantly changing environment