Manager of System Navigation

Housing Forward • Dallas, TX

6d • Hybrid

About The Position

The Manager of System Navigation leads implementation and performance of Housing Forward’s systemwide navigation model across Dallas and Collin Counties. Working closely with the Director of Shelter Access, the Manager integrates navigation into shelter operations and supports timely transitions from homelessness to permanent housing and stabilization services. The position supervises Housing Forward Navigation Coordinators, who oversee contracted System Navigators, and uses performance data to identify barriers, strengthen provider effectiveness, and reduce the time from navigator assignment to move-in.

The Manager leads implementation and continuous improvement across Diversion, Transitional Assistance, and Supportive Housing; establishes workflows and standards; manages navigation performance; and coordinates with shelter, navigation, landlord engagement, and other partners to address barriers to housing placements. The role provides leadership with performance analysis, recommendations, and updates on program implementation, risks, and progress toward housing goals. It reports to the Director of Shelter and Housing Flow.

The normal operating schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Some evening and weekend meetings may be required. Employees are currently expected to work at least three days per week in the office, and the position may require work at different sites, limited travel, and attendance at community or partner meetings.

Requirements

• At least five years of experience in human services, program management, housing services, or a related field.
• Reliable transportation, a valid state-issued driver’s license, and car insurance.
• Ability to travel on a limited basis and work at different sites as scheduled.
• Ability to maintain files and lift objects weighing up to 25 pounds.
• Ability to work some nights and weekends for partner or community meetings.
• Ability to work at least three days per week in the office under current Housing Forward guidelines.
• Strong analytical skills, including interpreting data, identifying performance gaps, and using findings to improve outcomes.
• Ability to develop actionable work plans, manage competing priorities and dependencies, and drive initiatives to milestones and intended outcomes.
• Ability to communicate emerging risks, barriers, and decisions needed from leadership, with timely escalation and actionable recommendations.
• Strong supervisory skills, including coaching and developing staff, setting clear expectations, and maintaining accountability.
• Ability to independently identify challenges, assess risks, develop practical solutions, and make sound decisions while recognizing when leadership intervention is needed.
• Ability to build trust and collaborate across teams and partners, and communicate priorities, responsibilities, and progress clearly.
• Ability to remain flexible, organized, and results-focused in a fast-paced environment while maintaining urgency and follow-through.
• Ability to facilitate shared problem-solving, build agreement, and align partners across organizations.
• Ability to improve complex, multi-program processes by identifying gaps and inefficiencies, aligning workflows, and implementing practical changes.

Nice To Haves

• Experience supervising staff, coordinating multi-partner programs, or managing performance-driven service delivery.
• Familiarity with homelessness response systems and housing interventions.

Responsibilities

• Lead implementation and continuous improvement of navigation models across Diversion, Transitional Assistance, and Supportive Housing.
• Integrate navigation into shelter operations by establishing clear workflows for navigator assignments, housing planning, and timely exits.
• Establish consistent service expectations and operational standards across contracted navigation providers.
• Identify opportunities to improve system coordination, efficiency, and housing outcomes.
• Manage navigation performance and its contribution to systemwide housing exit goals, particularly reducing the time from navigator assignment to move-in.
• Analyze provider performance and placement timelines to identify trends, bottlenecks, and factors affecting outcomes.
• Develop and implement data-informed performance improvement strategies and targeted technical assistance for navigation providers.
• Supervise Navigation Coordinators responsible for project management and performance coordination of contracted System Navigators.
• Set expectations, coach staff, provide performance feedback, and ensure Coordinators monitor progress and address operational challenges.
• Foster a collaborative, results-focused team culture emphasizing accountability, independent problem-solving, and continuous improvement.
• Partner with shelter operations, navigation and shelter providers, the Landlord Engagement team, the Padmission Journey team, and other partners to address barriers to housing placements.
• Identify systemic challenges requiring workflow, resource, or partner-coordination changes and lead efforts to implement solutions with appropriate workgroups.
• Provide leadership with performance analysis, recommendations, and updates on implementation, risks, and progress toward housing goals.

Benefits

• Flexible PTO policy for full-time employees.
• Office closure on New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day.
• MLK Jr. Day, Juneteenth, and Election Day designated as Days of Service.
• Employer-provided medical, dental, and vision insurance: 90% of employee coverage and 50% of family coverage paid by Housing Forward.
• Basic life insurance.
• Short- and long-term disability insurance.
• Laptop provided; phone and/or hotspot provided if needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed