Manager - Program

HopeSource•Ellensburg, WA

9d•Onsite

About The Position

The manager of the Care Navigator team is responsible for overseeing the delivery of high-quality, client-centered support services. This includes recruiting, training, and mentoring a team of skilled Navigators who assist clients in accessing HopeSource programs and a wide range of community resources. The manager ensures that each team member is equipped with the tools, knowledge, and guidance needed to effectively address client needs related to housing, food, transportation, utilities, workforce development, healthcare, and other supportive services. To maintain a high standard of service, the manager provides ongoing professional development opportunities, facilitates regular team meetings, and fosters a collaborative environment where best practices and resource updates are shared. They monitor performance metrics, provide coaching and feedback, and ensure compliance with organizational policies and funding requirements. The manager also plays a strategic role in building and maintaining partnerships with community agencies, ensuring that Navigators have access to a robust and current network of referral options. By removing operational barriers and streamlining workflows, the manager enhances the team's ability to deliver seamless, coordinated care that improves outcomes and client satisfaction.

Requirements

Facilitating, supporting and contributing to the professional growth of others.
Analyzing all aspects of a situation to make consistently sound and timely decisions.
Establishing courses of action to ensure that work is completed effectively.
Effectively and tactfully handling difficult or sensitive issues using tact and diplomacy, demonstrating genuine concern for others.
Effectively communicates, building rapport and relating well to individuals with diverse backgrounds regardless of differences.
Collaborates with others to meet objectives, sharing responsibility with team members for successes and failures, recognizing and appreciating the contributions of team members.
Competent computer skills with proficiency in Microsoft Office products and ability to learn new technical skills.
Ability to demonstrate flexibility and to adapt when faced with internal or external barriers, or when faced with differing points of view.
Ability to anticipate next steps, be proactive and collaborate with coworkers and stakeholders.
Ability to use integrated technology platforms and virtual care coordination tools.
Ability to use good judgment and problem-solving skills, able to effectively respond to difficult situations and resolve conflicts.
Ability to work independently in a fast-paced environment.
Ability to organize and prioritize workload; effective time and task management skills in achieving program initiatives and priorities.
Ability to successfully complete tasks with little or no supervision.
Ability to anticipate patient and team member needs.

Nice To Haves

Bi-lingual English/Spanish preferred

Responsibilities

Review and analyze data migration and reporting between Zoho and Apricot systems.
Conduct regular audits in Apricot to ensure all clients are assigned to Care Navigators and followed through appropriately.
Accept and process client referrals; assign appropriate staff (Care Navigators) based on client needs.
Ensure high-quality engagement between Navigators and clients.
Monitor client meetings through periodic direct observation and documentation review.
Provide quarterly summary reports of client meeting audits to the Senior Manager.
Maximize billable units for Family Care Specialists through strategic oversight and support.
Provide supervision, evaluation, and coaching to staff to support professional growth.
Approve staff timecards and manage time-off requests.
Conduct new hire onboarding and annual performance reviews.
Manage performance issues and implement disciplinary actions when necessary.
Facilitate weekly one-on-one meetings with direct reports.
Lead recruitment and selection processes for new staff.
Oversee role-specific training and development of individualized goals for team members.
Resolve conflicts between staff and between staff and clients effectively and professionally.
Develop and maintain process guides for key functions and workflows.
Lead community outreach efforts in collaboration with other departments to support referral generation and client acquisition.
Support staff integration within HopeSource and promote alignment with organizational culture.
Enforce organizational rules, procedures, and compliance with auditing and legal standards.
Ensure timely and accurate submission of all required reports and documentation.
Drive continuous improvement initiatives to enhance efficiency and meet program objectives.
Build and maintain relationships with external vendors and partners; identify and develop new partnership opportunities.
Stay current with industry trends and best practices by participating in educational opportunities, reading professional publications, and engaging in relevant professional organizations.