Program Manager

The Program Manager–Access Team supports the day-to-day operations, oversees the work of the Access Team including the direct supervision of team members. The PM-A will track performance and implement continuous improvement activities related to service delivery and workplace culture. The PM-A ensures seamless and highly responsive access to and enrollment in programs. This includes oversight of the coordinated entry, shelter diversion, and shelter access processes ensuring compliance with eligibility requirements, and the program enrollment process activities such as housing location, move-in, and the transition to financial assistance and case management services. This position is a member of the leadership team collaborating closely to report and resolve complex issues and works with assigned staff to ensure compliance with all program protocols and regulations. The PM-A is people oriented and committed to collaborating with all people who are unhoused or experiencing a housing crisis. The PM-A will monitor and apply problem‑solving strategies and action plans consistent with: A Coordinated Entry Model A Shelter Diversion and Shelter Access Model Continuous Quality Improvement best practice Strength‑based case management practices These functions are to be accomplished within the framework of established policies and procedures, under the overall direction of the Program Director. Principal Accountabilities Maintain an active knowledge of all HRI programs, including eligibility requirements and services including existing and emerging programs. Oversee and lead the coordinated entry process, shelter access process, meetings, and maintain by-name lists for the community. Participate in all scheduled meetings and lead meetings as assigned. Actively review and monitor client files to ensure a high level of response, completion of required action steps by team members including compliance revies and problem identification and resolution. Provide training to community partners on access to HRI services and the coordinated entry process. Ensure that clients are matched to services using the coordinated entry process and receive timely, accurate, and formal communication regarding their status in the process. Undertake direct responsibility for all access coordination including assignment of households, scheduling, and timely reporting. Actively contact community partners to educate and inform them of the referral process and request referrals for programs and resources. Develop relationships with landlords ensuring a high level of landlord satisfaction. Maintain an active understanding of housing information including Fair Housing, Occupancy Standards, and Housing Quality Inspection standards. Disseminate community resource information and referral processes internally from our partnering agencies. Demonstrate a high level of cultural competency by understanding the backgrounds and context of client decision‑making and communication. Maintain and oversee appropriate ServicePoint and other systems documentation and records, assist with data collection and program auditing as necessary for reporting and program development. Execute cross‑training/backup processes to meet ongoing direct client services to accomplish the organization’s mission. Infuse pride in organizational values and mission by acting with integrity, honesty, and knowledge that promotes culture and mission. Uphold the rights of all clients. Be continually aware of these rights and act following these rights. Interact in ways that establish a climate of respect for human dignity. Provide after hours, weekend, and holiday coverage as part of the on‑call team as scheduled. Represent the organization in a professional manner. Collaborate with other departments and stakeholders to achieve organizational goals. Accept supervision and guidance and actively participate in efforts to improve the quality of performance. Collaborate cooperatively with representatives of all departments. Understand client needs by demonstrating knowledge of community housing and homelessness issues and the organization’s response in providing solutions. In the event of staff absences (i.e. paid time off, leaves of absence) or vacant positions, will perform additional responsibilities as necessary to meet department and/or agency outcomes and objectives. Execute cross‑training/back‑up processes to meet on‑going direct client services to accomplish the agency’s mission to support housing needs. Exercise good judgment and discretion in establishing and maintaining good working relationships, and discretion and confidentiality with agency information. Leadership & Organizational Culture Represent the organization in a professional manner. Train, supervise and evaluate all assigned team members applying agency policies and procedures. Assist the Program Director with special projects and take on additional responsibilities as required. Demonstrate interactions that communicate respect, support, safety, and security such that co‑workers feel challenged to become invested in learning and excellence. This includes the following functions: Facilitate communication of strategic goals both internally and externally. Lead monthly staff meetings. Provide performance‑based coaching and supervision to assigned staff through both formal and informal meetings. Participate as a liaison to, or member of, organizational committees as assigned. Function as a liaison to external partners. Build and maintain relationships with identified sources for organizational development and quality response to client and organizational needs. Motivate Teams Develop relationships and address concerns while offering solutions. Offer options when making requests for action. Foster an environment for self‑direction and correction. Create a Positive Environment of Learning and Accountability Provide specific, timely, and respectful coaching and feedback. Build development plans with employees and actively seek out opportunities to achieve learning and development goals. Mentor staff or encourage staff to identify mentors internal or external to the organization. Delegate Divide overall work into components and determine what can be delegated. Set and communicate context, purpose, and long‑term benefits to empower others to take greater responsibility. Recommend the assignment of responsibility and authority to others based on their ability and potential. Express appreciation to others for taking on tasks. Give others the freedom to have control of assigned tasks and duties. Position Specifications / Scope Minimum Education / Experience Required Bachelor’s degree or equivalent related professional work experience preferred. Minimum of 3 years of supervisory experience. Experience in human services and knowledge of community resources. Proven coordination skills. Lived experience with homelessness or housing insecurity preferred. Knowledge, Skills, and Abilities Knowledge of homelessness, community need, and housing solutions. Knowledge of federal, state, and local homeless programs. Ability to implement innovative best practice approaches to homelessness using data‑driven solutions Ability to supervise a diverse staff. Ability to work in a fast‑paced and changing environment. Meticulous attention to detail required. Demonstrated management of customer satisfaction. Maintain an energetic approach and have a strong work ethic. Must maintain confidentiality. Ability to maintain a compassionate and professional manner. Professional work and punctuality habits. Maintain a valid driver’s license and have a reliable vehicle. #J-18808-Ljbffr