Program Supervisor (Supportive Housing)

Organization:

Founded in 2003, AMI Housing is a California-based nonprofit organization whose mission is to house and support the most vulnerable residents of the Sierra Region by enhancing the lives of people with mental illness by providing housing, employment, and supportive services.

Summary of primary job functions:

The Supportive Housing Program Supervisor provides day-to-day leadership, guidance, and oversight to supportive housing service staff and program activities. Guided by Housing First principles, the position supports the delivery of housing, supportive services, and individualized participant services with empathy, dignity, and respect, while promoting housing stability, participant choice, safety, independence, and overall well-being. The position supports consistent, high-quality service delivery by providing staff direction and coaching, coordinating workloads and caseloads, assisting with complex participant needs, and monitoring documentation, compliance, and program practices. The Supervisor also supports service coordination, participant advocacy, landlord and community relationships, and appropriate referrals and linkages to resources that promote long-term housing stability. Working under the direction of the Director of Supportive Housing, the Supervisor serves as a key resource to staff and assists with resolving participant and operational concerns, coordinating with internal and external partners, and ensuring services are delivered in accordance with AMI Housing policies, Housing First principles, contractual requirements, and applicable regulations. The position provides operational leadership within the program without assuming overall program management responsibilities.

Examples of essential duties may include but are not limited to the following:

General Leadership Expectations:

• Upholds lawful and ethical standards in both business operations and delivery of services, including maintaining a working knowledge of significant developments and trends in the field.
• Provides visionary leadership to champion AMIH’s mission to make meaningful change in people’s lives.

• Actively promotes the AMIH culture and values within the practice and communities.
• Manages and continually builds relationships in local communities to elevate the company's presence.
• Maintains current knowledge of changing laws that impact the housing programs.
• Upholds lawful and ethical standards in both business operations and delivery of services.
• Synthesizes operational efficiencies and proposes opportunities for improvement.
• Trains and mentors’ staff and others involved in employee development efforts.
• Utilizes strong supervisory and leadership skills; demonstrates ability to build productive teams of staff performing varied functions.
• Ability to establish and maintain effective relationships with contractors, employees, and the general public and to promote a positive team environment. Interact with staff in a caring and respectful manner and with due understanding of and consideration for cultural differences.
• Demonstrate the ability to deal with sensitive situations with tact and diplomacy. Manage and resolve issues of direct reports with other agency programs.
• Provide support to the CEO and other Senior Leadership members when requested.
• Perform other duties consistent with the goals and objectives of the program as assigned.

Housing Management

• Oversees assigned programs and service delivery to ensure operations align with established performance goals, accountability and compliance requirements, contractual obligations, and long-term housing and income stability objectives.
• Develops, implements, and monitors operational procedures and systems to promote consistent program practices, staff accountability, and effective service delivery.
• Ensures supportive services staff implement a Housing First approach consistent with AMIH policies and applicable funding requirements, connecting participants to safe, appropriate short-term and permanent affordable housing that meets applicable inspection, health, safety, and regulatory standards.
• Ensures staff maintain consistent and appropriate participant engagement based on assessed needs, program requirements, and funding guidelines.
• Implements and enforces AMIH policies, procedures, tenancy agreements, and program requirements while ensuring compliance with applicable landlord-tenant laws and regulations. Develops and implements strategies to prevent, address, and mitigate program or tenancy violations.
• Develops tools and educational resources that promote participant understanding of AMIH policies, tenancy responsibilities, and expectations for maintaining individual units and common areas.
• Provides guidance and consultation to staff regarding complex tenancy, housing, and participant matters and oversees the appropriate resolution of tenant complaints, policy violations, housing applications, transfer requests, and other housing-related concerns.
• Guides staff in effectively addressing and resolving complex tenant concerns, disputes, and behavioral issues and authorizes and prepares behavior notices, including three-day notices, when appropriate and in accordance with AMIH policies and applicable regulations.
• Ensures clients' files are maintained accurately, securely, and in accordance with AMIH policies, contractual requirements, confidentiality standards, and applicable privacy regulations.
• Oversees the quality, accuracy, completeness, and timeliness of required program data across applicable data collection and reporting systems, including Coordinated Entry, HMIS (Homeless Management Information System), the Mental Health Services Act (MHSA) reporting system, and other systems required by funding or contractual partners.
• Ensure staff case notes and participant documentation are entered in Welligent for Director approval to ensure documentation meets AMIH standards, program requirements, and applicable funding and compliance expectations.
• Prepares and reviews management information, program reports, and staff reports to support program oversight, accountability, contract compliance, and continuous program improvement.
• Collaborates with Placer County and community partners to address participant needs, resolve housing-related concerns, and support tenants in maintaining safe and stable housing.
• Participates in neighborhood and community associations and communicates relevant community, property, or operational concerns to Placer County and AMIH leadership, as appropriate.
• Represents AMIH and assigned programs at community meetings, events, committees, task forces, and other activities to strengthen community relationships, increase program awareness, and enhance the organization’s community presence.

Human Resources Management and Leadership:

• Provides direct supervision and leadership to assigned supportive services staff, including Service Coordinators, Peer Counselors, and other program staff, as applicable.
• Ensures the multidisciplinary team delivers services using an empowering, trauma-informed, and client-centered approach that promotes housing stability, income stability, independence, and overall participant well-being.
• Oversees staff performance and provides ongoing direction, coaching, mentoring, and support to promote effective service delivery and professional development.
• Participates in the recruitment, interviewing, selection, and onboarding of staff with the skills, experience, and interpersonal abilities necessary to support program goals and AMIH’s mission.
• Ensures new staff receive appropriate organizational and program-specific orientation, training, and ongoing professional development.
• Manages the performance management process for assigned staff, including ongoing performance monitoring, regular feedback, documentation, and annual performance evaluations.
• Addresses performance and conduct concerns in a timely and consistent manner and administers corrective or disciplinary action, when appropriate, in accordance with AMIH policies and procedures and in coordination with the Program Director and Human Resources.
• Collaborates with the Finance Team in the development and monitoring of annual program budgets and tracks expenditures across multiple funding sources to ensure Permanent Housing services operate within approved budgets and comply with applicable funding requirements.

Knowledge:

• Knowledge of Housing First principles, supportive housing models, tenant rights and responsibilities, and housing stability practices.
• Knowledge of case management, service coordination, trauma-informed care, harm reduction, and motivational interviewing.
• Knowledge of community resources and services related to housing, healthcare, behavioral health, employment, education, and social services.
• Knowledge of supportive housing documentation, confidentiality, data management, and program compliance requirements.
• Knowledge of HMIS, Coordinated Entry, Electronic Health Records, housing subsidy programs, or similar systems preferred.

Skills:

• Strong supervisory and leadership skills, including the ability to coach, mentor, motivate, and hold staff accountable.
• Strong case consultation, assessment, and problem-solving skills.

• Strong de-escalation and conflict-resolution skills.

• Excellent communication skills (verbal and written), interpersonal and customer service skills
• Experience in budget preparation and monitoring
• Knowledge of supportive housing program models and services, including knowledge of landlord/tenant laws

• Must multitask with attention to detail while working in a fast-paced and sometimes chaotic environment.
• Ability to plan, organize, and prioritize work.
• Computer skills sufficient to perform duties promptly (including documentation data entry).

Ability to:

• Ability to establish and maintain effective relationships with contractors, tenants, and the general public and to promote a positive team environment.
• Demonstrated ability to work under pressure, multi-task conflicting demands, meet deadlines, and work independently.

• Compile and maintain extensive records files and submit reports within expected timelines.
• Use household cleaning products and supplies, including pushing, pulling, sweeping, and lifting.
• Continuously sit at a desk and stand at the counter for extended periods; use a keyboard to communicate through written means; run errands; lift lightweight.
• Continuously sit at a desk for long periods; intermittently walk, stand, bend, climb, squat, twist, and reach while retrieving or returning files or making field visits. Intermittently twist to get equipment surrounding desk; perform simple grasping and fine manipulation; see with correctable acuity sufficient to read characters on a computer screen; hear and speak with enough sense to communicate with others.
• Make rapid and accurate arithmetic calculations, including addition, subtraction, multiplication, and division.
• Understand the organization and operations of the AMIH and community partners as necessary to assume assigned responsibilities.
• Operate a variety of office machines/computers and software systems.

Education/Background:

• High school diploma or equivalent required.
  • Associate degree in Social Work, Psychology, Human Services, Behavioral Health, Sociology, Housing, Public Administration, or a related field preferred.
• Bilingual fluency (English/Spanish) is preferred.
• Complete and pass pre-employment background checks (fingerprints, drug and alcohol testing, credit check and criminal background checks).

Work experience may include :

• Minimum of three (3) years of progressively responsible experience in supportive housing, case management, behavioral health, homelessness services, or a related human-services field.
• Minimum of one (1) year of supervisory, lead, or team-lead experience is required.
• A minimum of three years of experience working in housing services or social service-related fields and/or with individuals with serious mental illness and a background of homelessness.
• Experience with Housing First programs, housing subsidies, HMIS, Coordinated Entry, or other housing/service-delivery systems preferred.
• Minimum of three years providing clinical services to individuals with mental health and/or substance abuse struggles

Licenses and Certification :

• The position requires a valid driver's license with a clean driving record.
• Proof of adequate vehicle insurance and medical clearance may also be required.

Computer Proficiency :

• Strong computer proficiency (i.e., Microsoft Word, Excel, App Folio, Welligent, PowerPoint, Outlook, SharePoint, Microsoft Teams, Zoom, Adobe, DocuSign, Google Docs, Internet, and Calendar) to complete daily duties within the expected timeframes with little to no supervision.

Personal Characteristics :

• Possess strong interpersonal skills to collaborate with colleagues and stakeholders effectively. Be welcoming and supportive.
• Displays a solid desire to advance the agency’s mission and help people with mental illness improve their lives by becoming independent, successful community members.
• Possesses strong leadership skills to manage staff, resources, and delivery of services effectively.
• Excellent communication skills to effectively communicate with staff, customers, and other stakeholders.
• Have the ability to think strategically and develop plans to achieve organizational goals.
• Have the ability to identify and solve problems quickly and efficiently.
• Organization: Be highly organized and able to manage multiple tasks and projects simultaneously.
• Possess a strong understanding of the technical aspects of the organization’s mission.
• Have a strong understanding of business concepts and principles.

Monday - Friday 8:30am - 5:00pm