Head of Programme Management

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Full Time Regular Full-Time Washington, DC, US

The United Planning Organization (UPO) is the designated Community Action Agency for Washington, District of Columbia, and has served the residents of the District since 1962. A city of thriving communities and self-sufficient residents”; The Shelter Hotline Program, Community Health Division, is seeking an energetic and experienced individual to join our dynamic workforce. The ideal candidate must be a self-starter who is able to work in a fast paced, ever changing work environment, and a team player with the ability to lead and supervise a diverse team of drivers and dispatchers who are tasked with transporting Washington DC’s homeless population to and from shelters throughout the city. This future employee will be expected to deliver a high level of customer support and service to both internal and external customers. DIVISION/OFFICE: Shelter Hotline Program - Community Health Division

Plan, administer, and supervise Shelter Hotline operations and programs for the provision of transportation and outreach services to homeless individuals and families in the District of Columbia. Plan and administer a year-round (365 day) transportation and outreach program. Manage and supervise staff and consultants. Collaborate with government, outreach and social services agencies, and homeless program service providers.

Develop, update, and implement policies and procedures for Shelter Hotline operations, including the acquisition, maintenance, and operation of vehicles; outreach and transportation of individuals experiencing homelessness; management of communication systems; and incident tracking, reporting, and management.

Assess staff training needs and develop and implement training programs to ensure staff competency and program effectiveness.

Continuously assess and evaluate Shelter Hotline operations to ensure efficient and effective service delivery.

Develop and implement statistical and operational reporting methods to measure program performance, ensure effectiveness, and meet funding source reporting requirements.

Ensure Shelter Hotline operations comply with all contractual requirements, agency policies, and applicable regulations.

Develop and maintain effective outreach strategies to connect individuals experiencing homelessness with shelter and supportive services.

Assist the Division Director in establishing and maintaining partnerships with public and private homeless service providers and community organizations.

Supervise, coach, and evaluate the performance of direct reports using UPO's performance management system, including annual performance evaluations and progressive discipline procedures.

Prepare and provide reports on program performance and outcomes to the Division Director and ensure timely and accurate data entry into UPO reporting systems (e.g., Communicate effectively with staff, leadership, funders, community partners, and stakeholders while fostering teamwork and productive relationships.

Provides effective leadership, supervision, coaching, and performance management to develop a high-performing team and ensure staff accountability, engagement, and professional growth.

Plans, coordinates, and evaluates Shelter Hotline operations to ensure effective service delivery, operational efficiency, and alignment with program goals and community needs.

Develops, implements, and monitors policies, procedures, and operational practices to ensure compliance with contractual requirements, agency standards, and applicable regulations.

Analyzes challenges, identifies opportunities for improvement, and develops data-informed solutions to support program sustainability and continuous improvement.

Collects, analyzes, and utilizes operational data to measure outcomes, improve services, meet reporting requirements, and support decision-making.

Builds and maintains partnerships with service providers, government agencies, and community organizations to enhance access to shelter and supportive resources.

Assess training needs, develops staff development initiatives, and ensures effective onboarding and ongoing learning opportunities.

Supports responsible management of program resources, including staffing, vehicles, equipment, and budget considerations, to maximize operational effectiveness.

Demonstrates flexibility in responding to changing priorities, emergency operations, and community needs while maintaining a commitment to serving individuals experiencing homelessness with dignity and respect.

Bachelor’s degree in social work, public administration or related field and 3-5 years’ experience in human services, public administration, management, policy, or planning. Must have experience in managing transportation operations or logistics environment of similar size, scope and complexity. Strong time management and organizational skills and the ability to manage and prioritize multiple projects; Proficient skills in Microsoft Office. Comprehensive geographic knowledge of the District of Columbia, social service providers and community resources. Flexibility to work variable schedules including evenings, weekends and holidays. Experience in managing homeless services programs. Ability to prioritize tasks, analyze data, problem solve, think critically and create and improve organizational systems. In the event that an offer is extended, the candidate will be required to successfully complete a criminal background check and/or FBI fingerprinting, as well as pre-employment drug screening, as applicable for the position.

EMPLOYMENT TYPE : ( Full Time / Regular ( 37.5 Hour Workweek)

UPO designates an employee as essential if s/he is required to work during a business closure (e.g., federal/District holidays, snow closures, pandemic) in order to meet operational requirements. Essential employees who are customer -facing (e.g., nurses, transportation, facilities) who deliver essential services are not eligible for Teleworking/Remote Work.

Dental/MetLife, all employees paid

2 Personal Days

Paid Holidays

This position IS NOT in the collective bargaining unit of the CWA Union .

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