Residential Housing Program Manager - LaGrange

Description

Salary Range: $68,236 - $75,059 per year

FLSA Status: Exempt

Schedule: Full-time; Monday through Friday, 8:00AM - 4:00PM

Homelessness is a public health, social and racial justice issue!

Since 1984, St. Francis House has committed itself to healing the wounds of those impacted by an inequitable society and breaking down the barriers, including systemic racism that prevent all people from living lives of dignity.

St. Francis House is the State’s largest provider of day services supporting people who are at risk of or are experiencing homelessness. Located in the heart of downtown Boston, we compassionately welcome nearly 500 adults through our doors every day who are seeking a safe and dignified refuge and opportunities to rebuild their lives. Our holistic approach allows us to deepen our impact by offering integrated programing that helps our guests achieve stability in the areas of housing, income, and behavioral health. Joining our team would provide for you a dynamic opportunity to work with an interdisciplinary team of providers dedicated to solving this public health crisis.

We offer an extensive Benefits package! Up to 90% of individual insurance premiums paid for Harvard Pilgrim Health Care health insurance & Altus dental insurance, 4 weeks of vacation and 13 holidays recognized per year, employer – paid life & disability insurance, a vested 403b retirement with 5% match, and much more!

Job Summary

The Program Manager provides leadership and oversight of a Permanent Supportive Housing (PSH) program serving individuals and families transitioning from homelessness. Rooted in the mission of St. Francis House, this role ensures a safe, dignified, and community-oriented living environment while promoting long-term housing stability.

The Program Manager supervises Awake Overnight Counselors and the Residence Life Coordinator, oversees enrollment into internal/external services, and serves as the primary liaison with property management and security to support lease-up efforts and building safety.

Supervisory Responsibilities

• Provide day-to-day oversight of program operations to ensure alignment with St. Francis House mission, values, and service model.
• Ensure compliance with billing requirements, funder expectations, and internal policies.
• Monitor program performance, maintain accurate reporting, and support continuous quality improvement.
• Promote a Housing First, trauma-informed, and harm reduction approach across all services.
• Provides constructive and timely performance communication.
• Handles progressive warning and recommends termination of employees in accordance with agency policies/procedures.

Essential Duties/Responsibilities

• In conjunction with the Director of Residential Services, designs, develops, and implements management practices and protocols of the Residential Services of LaGrange including but not limited to program guidelines, funding requirements and outcomes.
• Serves as first point of contact for property management and security in all housing services matters needing supervision or intervention, providing consistent supervision and constructive feedback to direct reports.
• Intervenes in escalated and/or severe crises needing a supervisor, balancing the need for safety for all involved. Seeking appropriate assistance from emergency services as needed.
• Works in collaboration with the property manager to develop resolutions and address any issues related to lease violations, evictions, unusual and/or severe property damage, and complaints regarding housing services.
• Ensure all resident files, including electronic and paper, are accurate, up to date, and adhere to any government or agency documentation requirements.
• Establishes and monitors recordkeeping protocols, implementing program quality assurance practices regularly.
• Acts as the primary point of contact during monitoring visits by funders. Ensures all contract requirements are met.
• Provides input on the creation of the residential services budget. Monitors property management costs to ensure spending is within budget. Submits monthly expenditure tracking to Director of Residential Services.
• Works with Clinical Supervisor and Director of Residential Services to ensure timely reports are complete and available for the finance department, funders and other stakeholders including but not limited to Quarterly Performance Reports, Annual Performance Reports, Ad-hoc Reports, Board Report and Management Reports.
• Ensures program compliance in accordance with all applicable laws, regulations, and contractual requirements.
• Serves as liaison between the referral agencies, property management, security, service agencies and other stakeholders for Residential Services and develops a positive relationship with community partners.
• Acts as the agency’s subject matter expert on supportive housing and contributes insights and resources to SFH staff as needed.
• Represents agency at community events and meetings and serves as the Residential Services primary contact.
• Works collaboratively within the larger management and leadership teams at St. Francis House to provide integrated services that aligns with agency priorities and values.
• Applies a Recovery Oriented, Person-Centered, and Trauma-Informed approach to the programming and supervision adopting key best practices such as Motivational Interviewing and Harm Reduction.
• Is available for on-call guidance, supervision, and emergency response on a rotating schedule with other housing team leaders.
• Adheres to agency code of conduct.
• Performs other duties as assigned.

Requirements

• Excellent verbal and written communication skills.
• Strong organizational, planning and time management skills.
• Ability to work in a team environment with shared responsibilities and decision-making.
• Knowledge of community resources such as housing options, behavioral health, and benefits and services for low-income, hard-to-reach, and vulnerable populations.
• Ability to work in a variety of settings with culturally diverse persons and communities with the ability to be culturally sensitive and appropriate.
• Strong ability to effectively resolve and cope with immediate conflict and/or crisis situations.
• Proficient use of computers, basic Microsoft Office software and any other database software(s) used to track work outputs and run reports.
• Excellent leadership skills with a hands-on, lead-by-example work style.

Education and Experience

• Bachelor’s degree in human services related field.
• 5 years’ experience working in a non-profit, direct care setting serving vulnerable populations.
• Experience working with homeless individuals and/or stabilization case management in a direct care or supervisory/management role.
• 3 years' of supervisory experience demonstrating skills in staff coaching, team building, and training.
• Lived experience with homelessness and/or recovery a plus.

Work Environment & Activity

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift and carry 10-20 pounds independently.
• Frequently moving throughout multi-level building.
• Constantly operate computer and other office machinery, such as a copy machine, computer printer, projector.
• On rare occasions, extended evening and weekend hours may be necessary, and would be determined and scheduled in advance.
• On-call rotation with other housing leadership team members.

If you are ready to make a lasting impact in the lives of others, please complete our application process.

SFH is an Equal Employment Opportunity Employer. We are committed to fair and equitable employment practices and to fostering a workplace where all employees are respected, supported, and able to grow. In support of our mission, we encourage individuals from all backgrounds to apply, including those with lived experience of homelessness or recovery and those who have faced barriers to employment. We value the range of experiences and perspectives that strengthen our work in the community.

Reasonable accommodations may be made to enable individuals with disabilities to perform these duties.

This job description is subject to change and does not restrict management’s right to assign or reassign duties and responsibilities to this job at any time.