Intake Program Manager
About The Position
The Program Manager, Intake leads the design, implementation, and ongoing improvement of the intake process for the residents enrolled in the 2-year program under the Family Supportive Housing department. This role ensures that all intake practices are equitable, consistent, and compliant with Fair Housing laws, program requirements, and organizational policies. The Program Manager oversees intake operations, supervises intake staff, and serves as a key liaison between applicants, property management, and compliance teams. This role is responsible for standardizing processes, strengthening documentation practices, and ensuring transparent access to housing opportunities for all applicants. The Intake Program Manager reports to the Director of Family Supportive Housing.
Requirements
- Minimum - Bachelor’s Degree in Social Work or related field with minimum four years’ experience
- Minimum 2 years’ experience in working with the homeless or at-risk of homeless population
- Demonstrated experience supervising staff, including coaching, performance management, and scheduling.
Responsibilities
- Lead and manage the end-to-end intake process, including waitlist management, application review, eligibility screening, and leasing readiness, ensuring consistency, efficiency, and equitable access to housing.
- Oversee and continuously improve intake workflows, documentation, and procedures to align with program requirements and Fair Housing standards.
- Supervise Intake staff, including the Program Coordinator, Housing Navigator, and Leasing Consultant, providing regular supervision, performance management, and professional development support.
- Ensure all intake practices comply with Fair Housing laws, VAWA protections, and program policies, and provide guidance on complex or sensitive cases (e.g., transfers, accommodations).
- Partner with the Compliance team to ensure accurate income calculations, eligibility determinations, and consistent documentation standards across all applicants and properties.
- Serve as the primary point of contact for all intake-related questions and escalations, including applicant concerns, transfers, and interdepartmental coordination.
- Oversee the coordination of unit reservations and leasing timelines, ensuring alignment between intake, property management, and case management teams.
- Maintain oversight of applicant data and documentation, ensuring accuracy, completeness, and compliance with HIPAA and organizational standards.
- Train and support staff in reviewing leasing applications in adherence to program eligibility criteria, compliance requirements, and equitable processing practices.
- Review and approve applicant readiness for program entry, ensuring clear and consistent communication of next steps to applicants and property teams.
- Oversee income calculations and eligibility reviews to ensure compliance with applicable state and program guidelines.
- Monitor property coordination related to renewals and transitions to ensure continuity and alignment across teams.
- Serve as a liaison to external partners, including the Travis County Parenting in Recovery program, and represent the program in community meetings as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
