Metro Transit Program Manager

Metro Transit Program Manager

Canopy Roots is partnering with the Metropolitan Council to operate a mobile crisis response program to support riders across the Minneapolis & St. Paul Metro Transit's light rail and bus systems. This initiative deploys unarmed, culturally responsive and trauma-informed teams to engage riders experiencing behavioral health crises, homelessness, or unmet social service needs. The program's goals include improving safety and rider experience on transit, providing compassionate de-escalation and stabilization, and ensuring riders are connected to the resources they need through intensive referrals, housing navigation, and behavioral health support.

As the Program Manager for the Metro Transit Community Response Team Mobile Crisis Response Program, you will oversee the day-to-day operations, staffing, and quality assurance of this systemwide initiative. You will serve as the primary point of contact with the Metropolitan Council, ensuring strong communication, compliance with contract requirements, and alignment with transit system needs. You will directly supervise the Response and Support Team Advocates, support their training and development, and collaborate with internal teams and external partners to ensure effective program operations.

The Program Manager is expected to provide a steady, values-based presence for both staff and stakeholders. The role requires leadership and oversight for teams managing high-acuity, high-visibility situations, requiring sound judgment, rapid decision-making, and composure under pressure. The role includes strategic planning, stakeholder engagement, contract compliance, and data-driven program improvement. The Program Manager is a full-time employee of Canopy Roots and will be primarily community-based, with a mix of on-site presence at Metro Transit facilities and virtual/office-based responsibilities.

Expectations for this role include setting a consistent and exemplary example of Canopy's values in action.

Start Date: As soon as possible

Location: Twin Cities Metro Area (primarily community- and field-based, with required attendance at Metro Transit partner meetings and staff gatherings).

Hiring Salary Range: $100,000 - $110,000, starting salary will depend on your skills and demonstrated readiness for the role.

Hours/Day: Full-time, 40+ hours per week; flexibility required for evening or weekend coverage as needed. This role must deliver on-call support to ensure continuous service coverage during operating hours

Job Type: Exempt, Employee of Canopy Roots (not subcontractor)

Program Oversight & Staff Supervision

• Oversee daily operations of the Community Response Team Mobile Crisis Response Program, ensuring daily coverage as staffing scales.
• Directly supervise Response Team and Support Team Advocates, providing coaching, performance evaluation, and support
• Support responders in identifying, escalating, and managing complex cases, including referrals for Rule 25 assessments, diagnostic evaluations, and county crisis team involvement
• Ensure crisis response services are clinically sound, trauma-informed, culturally responsive, and in compliance with program standards and Metro Transit RFP Scope of Work
• Facilitate weekly team meetings focused on consultation, peer learning, and skill development
• Conduct in-field shadowing and case consultation to support staff development and service quality
• Partner with Canopy's People Operations on recruitment, hiring, onboarding, and ongoing staff development. Manage scheduling, deployment, and operational logistics to ensure staff coverage across priority transit lines and facilities
• Work with Business Operations to address operational requirements that support program delivery
• Participate in critical incident debriefings and clinical reviews to maintain staff wellness and program fidelity.

Contract & Stakeholder Management

• Serve as the primary liaison with the Metropolitan Council, attending meetings, responding to emerging priorities, and ensuring contract deliverables are met
• Monitor budget compliance, reporting, and contract metrics in collaboration with Canopy Roots' Finance Manager and Contract Operations Manager
• Develop, analyze, and report performance data to drive continuous improvement
• Maintain strong relationships with transit officials, community partners, and county service systems in partnership with the Marketing & Outreach team

Program Development & Quality Assurance

• Establish and maintain program policies and procedures to ensure safety, effectiveness, and alignment with Metro Transit and Canopy Roots standards
• Ensure robust documentation and data collection, supporting accurate reporting to the Council and effective outcome tracking
• Work closely with the Contract Operations Manager to maintain program compliance and support timely reporting to the Metropolitan Council
• Collaborate with responder and support staff to identify programmatic challenges, implement solutions, and enhance service delivery
• Facilitate weekly clinical supervision meetings and case debriefs to support reflective practice and maintain fidelity to trauma-informed, culturally responsive care
• Participate in continuous quality improvement, identifying service gaps and recommending enhancements to improve impact

While we have identified specific requirements for this role, we acknowledge that not all candidates may possess every requirement listed. We encourage all applicants who believe they possess the necessary skills and experience to perform the role satisfactorily to apply, regardless of whether they meet each requirement to the fullest extent.

Active clinical licensure in Minnesota (LPCC, LICSW, LMFT, or equivalent).

• Minimum of 3+ years of successful supervision/leadership experience in behavioral health, social services, or related programs.
• Demonstrated experience working with individuals experiencing homelessness, behavioral health crises, or substance use disorders.
• Strong understanding of community resources, referral systems, and levels of care across the Twin Cities metro.
• Excellent written and verbal communication skills, with proven ability to collaborate with diverse stakeholders (government, law enforcement, nonprofits).
• Experience managing budgets, contracts, or performance-based programs.

Preferred Qualifications

• 3+ years of post-licensure clinical practice.
• Familiarity with Metro Transit systems, county Coordinated Entry, and culturally specific service providers.

Ability to travel across Metro Transit facilities and within the Twin Cities metro area.

• Capacity to participate in community-based work, including occasional standing, walking, or transporting supplies.
• Lift and carry objects weighing up to 50 pounds
• Stand for at least 30 minutes at a time
• Walk for at least 15 minutes at a time
• Run for at least 10 seconds
• Climb stairs independently
• Reach forward and overhead
• Squat or kneel
• Twist and bend from the trunk
• Use a keyboard
• Engage in repetitive motion

Canopy Roots is an innovative mental health organization offering culturally affirming, unarmed response services to people in crisis via 911. We promote safety for people in crisis by providing emotional de-escalation strategies, crisis intervention support, and connection to appropriate resources. Crisis Responders are members of the communities they serve, reflecting the wide range of cultural and racial identities and experiences of the people who need our services the most. Canopy Roots is based in Minneapolis, MN.

We care deeply about our employees and know holistic support is essential for our staff to carry out their work. Our generous employment package includes:

• Medical, Dental, and Vision Insurance
• Choose one of our three medical plans.
• Coverage available for your spouse, domestic partner and/or eligible dependents
• Flexible Spending Account (FSA), Dependent Care FSA, and Health Care Savings Account (HSA)
• Short-term and long-term disability insurance at no cost to you
• Ancillary insurance plans available for purchase
• 401k retirement plan with company match vested after one year of employment
• 7 days of wellness leave each year
• 16 days of PTO each year
• Employee Assistance Program (EAP)

Canopy Roots is a values-based, inclusive workplace that strives to create a space where our employees' unique talents, learning styles and lived experiences are valued. Creating an engaging work environment is an essential part of our culture. We uphold this commitment through staff surveys, professional development, and reflection and processing space in weekly staff meetings.

Our People Operations is committed to a person-first centered approach to our hiring process. Candidates can view currently open positions and apply online via canopyrootsmn.com/about/