Senior Program Manager

Job Title – Senior Program Manager, Housing

Reports to –Senior Director of Housing and Program Development

Status – Full-time, Exempt

Organization Overview

United Friends of the Children empowers current and former foster/justice involved youth on their journey to self-sufficiency through service-enriched programs, advocacy, and consistent relationships with a community of people who care.

Founded over 40 years ago, United Friends’ is a leading provider of youth development services to current and former foster youth in Los Angeles County. Through its housing and education programs, the organization has helped thousands of young people imagine and actualize their own dreams and futures. United Friends’ programs focus on commitment, trauma-informed care, and empowerment by prioritizing a whole-person-development approach. Through a Social Justice Positive Youth Development (SJPYD) model, we center building relationships with youth over an extended period to achieve greater outcomes. Around those relationships, United Friends wraps an array of supportive services to help youth successfully transition to adulthood. As a result of services, United Friends alumni have greater housing and economic stability, higher educational attainment and a stronger sense of community and emotional wellbeing.

Position Overview

Pathways is a low-barrier to entry housing program that provides intensive case management and support services to transitional aged-youth (TAY), ages 18-24. The Pathways program utilizes the Housing First Approach in which assertive engagement with our youth is essential to ensure youth are aware of and participate in a myriad of resources and supportive services offered by the program. Reporting to the Senior Director of Housing, the Senior Program Manager (SPM) will be responsible for managing daily program operations and providing oversight of case management standards of practice. SPM will guide the team in navigating crises or emergencies and support them in triaging cases with a higher level of need. In collaboration with management, SPM will support the team to create an engaging community for youth and partner with external agencies to increase access to services and resources.

The ideal candidate will have a keen understanding of best practice service models, such as trauma-informed care, harm reduction, and social justice positive youth development. Specific knowledge related to transitional aged youth experiencing housing instability is a plus.

United Friends currently implements a hybrid work environment – schedule is determined at the discretion of management and the needs of the program and/or agency. This position will work full-time hours, Monday-Friday and on weekends and evenings as needed. The SPM is a part of the after-hours rotation schedule where they are required to respond to youth-related crises and emergencies. SPM will be required to work on-site between the housing locations, at least three days per week, and out of the DTLA office once a week. Locations and days may change based on agency and program needs. United Friends’ downtown office will serve as a hybrid work location to the SPM for administrative and meeting purposes (as specified). UFC can change the current hybrid schedule at their discretion based on the needs of the position and company.

Duties and Responsibilities

Leadership and Program Management

• Manage and oversee daily program operations, facilities, and case management, as well as the after-hour staff schedule.
• Provide leadership and support during crises, including emergencies, safety concerns, conflicts, and other critical incidents.
• Manage the program grievance process, ensuring concerns are addressed promptly, equitably, and in accordance with program policies and participant rights.
• Work in conjunction with property management, intake, and clinical services to bridge collaboration with the housing team and ensure high-quality service delivery.
• Provide oversight for the planning and delivery of youth programming (e.g. workshops and events).
• Support implementation of strategic program initiatives and deliverables.
• Develop and maintain policies and procedures consistent with best practices and program model.
• Oversee implementation and utilization of case management protocols and expectations.
• Develop and oversee peer mentorship services to elevate youth voice and create opportunities for youth to grow as leaders and contribute to program frameworks and youth experience.
• Utilize motivational interviewing, harm reduction and restorative justice practices to co-facilitate trauma-informed debriefings and care coordination meetings that intervene with early exits and reengage youth to progress towards their case plan goals.
• Manage budget line items related to direct services.

Data Management and Program Compliance

• Drive strong practices to ensure accurate and timely completion of required reports and documentation.
• Oversight of day-to-day data management and contract compliance (e.g. reporting and outcomes).
• Monitor data input in required management systems, Apricot and Homeless Management Information System (HMIS), to ensure data integrity.

Supervision and Support

• Responsible for hiring, onboarding, and training Program Managers, and overseeing case management training to ensure consistency, standardization, and continuity of practices across the team.
• Facilitate training sessions to ensure staff are equipped to perform essential job functions and remain current on program practices and requirements.
• Foster a collaborative, inclusive, and high-performing team environment.
• Provide support and consultation to the team and directly respond to after-hours crises and emergencies as necessary.

Other

• Other duties as assigned.

General United Friends Responsibilities

• Act as a role model within the organization to uphold and implement United Friends’ organizational values:
• Embrace program evaluation that leads to excellence and impact.
• Build effective and empowering partnerships with the youth, community and each other.
• Create a fun and exciting environment that inspires learning and innovation.
• Communicate openly, honestly and with humility across all groups.
• Work together as one organization.
• Staff hold a commitment to:
• A culturally responsive Trauma-Informed Approach to our population and client centered advocacy
• Strong knowledge of the communities served and centralize this cultural understanding into the work.
• Support in Justice, Equity, Diversity, and Inclusion (JEDI)
• Evaluating the completeness, accuracy and relevance of data to determine information value and improve client services.

Direct Reports

• Community Manager (2)
• Resident Site Coordinator

Required Qualifications

• Bachelor's Degree in Social Services, or related field
• 4 years of experience in program management and supervising staff.
• 4 years of experience working directly with populations experiencing homelessness.
• Ability to establish and cultivate respectful relationships with individuals from diverse backgrounds; helping to build and maintain a positive culture/workplace environment.
• Ability to respond effectively and urgently to critical incidents and support staff through complex incidents.
• Excellent communication and problem-solving skills with the ability to make sound decisions.
• Ability to manage competing priorities with strong organizational skills and attention to detail.
• Strength in hiring and training staff to elevate levels of responsibility and performance.
• Personal qualities of integrity, credibility, and a commitment to and passion for the United Friends mission.
• Demonstrated knowledge of trauma-informed and culturally responsive practices.
• Understand the communities served and centralize this cultural understanding into the work.
• High level of accountability in independent work and team settings.
• Must have valid California Driver’s License and an insured and reliable vehicle.

Preferred Qualifications

• Master’s Degree is Social Services, or related field.
• 2 years of experience working in residential settings with TAY population.
• Prior experience administering government-funded services.
• Knowledge of the resources available to transitional age youth and former foster youth in Los Angeles County.
• Knowledge of the Los Angeles County Coordinated Entry System.