Program Manager 1 Housing Services

Lutheran Community Services Northwest•Auburn, WA

1d•Hybrid

About The Position

This position oversees all aspects of the assigned program. The primary role of the Program Manager is to ensure service delivery consistent with the Compass mission, values, and vision through appropriate planning, implementation, operation, and evaluation of assigned program(s). The Program Manager also seeks meaningful cross-program collaborations through knowledge of other agency programs, initiatives, and strategic plans. The role involves managing staff scheduling, ensuring adequate coverage, facilitating quality service delivery, and maintaining data collection systems. The Program Manager is also responsible for ensuring timely reporting to funders, participating in service delivery, creating statistical reports, analyzing trends, and representing the agency in community advocacy efforts. Additionally, the role involves hiring, training, and supervising staff, providing leadership support, and serving as a member of the management team. The Program Manager directly supervises Program Coordinators and Housing Case Managers.

Requirements

Demonstrated ability to effectively oversee the operations and management of a complex program including the coordination, supervision, and direction of the people.
Demonstrated ability to negotiate and interpret contracts with the funders including municipal, state, and federal government agencies.
Demonstrated knowledge of local resources and services for individuals who are low-income and homeless, as well as the ability to develop a network of providers to serve the needs of agency clients.
Ability to set and maintain boundaries in a professional manner.
Ability to work in a fast-paced environment with frequent interruptions and crisis situations.
Promote a team environment that values, encourages, and supports differences.
Work independently and as part of a team, particularly to exercise sound decision making in the absence of supervision, with strong collaboration skills.
Relate openly and comfortably with diverse groups of people, while valuing their differences.
Model sound interpersonal boundaries and emotional intelligence.
Manage difficult interpersonal situations effectively.
Excellent written and verbal communication skills with ability to communicate effectively about technical problems and solutions.
Strong problem solving, time and project management skills required.
Aptitude for learning new technology skills with Microsoft products and other internet-based software.
Ability to learn new functions on office equipment and devices (printer, scanner, projector, mailing machine, copier).
A minimum of 4 years’ experience in a human service setting with housing instability or supportive housing, mental health, substance use, employment insecurity, and/or domestic violence, preferred.
A minimum of 2 years’ experience in direct supervision/management of people, preferred.
Experience in developing and enforcing operating and services procedures, identifying, and implementing best practices in working with homeless individuals, required.
Experience in outreach, case management and other direct service delivery for homeless individuals required.
Awareness and/or training around belonging, compassion, and meeting people where they are, preferred.
Fluent ability to read, write, and understand English, required.
Experience working in an environment where language may be a barrier, required.
Current WA State Food Handlers Permit, preferred (If not current, will be sponsored within 1-month of hire).
Valid WA driver’s license, proof of car insurance, and a driving record that meets Compass standards, required.
Work experience is a key factor for success in this role.
In addition, success in this role requires a passion for knowledge and drive for continuing professional development or education.
The employee is regularly required to talk and listen.
The employee is frequently required to stand, walk, use hands to finger/ handle/feel/type, and reach with hands and arms.
Requires the ability to occasionally push, pull, lift and/or carry supplies up to 20 pounds.
Work takes place in a social services shelter environment where long periods of sitting, working on a computer, walking to various work areas, going up and down stairs, and standing are required.
Travel to program sites and meetings outside the office and around the county is necessary.

Nice To Haves

A degree in social work or related field would be a complement to the required experience.

Responsibilities

Ensure financial performance for program(s) through proper budgeting along with monitoring of revenue and expenses.
Manage staff scheduling and ensure adequate coverage to provide service delivery.
Facilitate quality and timely service delivery by working with staff to review process workflows and update practices.
Ensure data collection systems are in place and that staff properly enter data in a timely fashion.
Monitor program revenue and expenses.
Ensure timely reporting to all program funders by producing all monthly, quarterly, and annual invoices, billing, and reports per funder requirements.
Ensure knowledge of operation and awareness of emergent issues by being available to guests/residents.
Occasional case management or the handling of other client issues as well as covering various shifts and other staff assignments.
Ensure timely and accurate data entry into all program-specific databases.
Create monthly statistical reports for internal and external purposes and analyze trends or critical findings.
Use data from monthly and quarterly reports to analyze service delivery revenue (participant program fee/rent collection) and vacancy rates to identify areas for improvement as well as identifying new sources of revenue.
Collaboration with existing partnerships, as well as developing new partnerships.
Represent agency in community advocacy efforts by serving on boards, coalitions and work groups that influence public policy and community efforts to end homelessness.
Build external relationships through coalitions and with contract monitors to foster positive working relationships and to secure future funds.
Develop and maintain sponsoring relationships with churches, community groups and business to obtain general financial support and in-kind donations and volunteers for each program.
At the direction of the division manager, provide data and other requested content in support of funding proposals.
Hire, train, and supervise both regular and relief staff to ensure effective delivery of trauma-informed services.
Develop schedule and ensure shift coverage to provide service delivery points.
Provide leadership support to all program staff.
Serve as the second point of contact for staff call outs and no shows, which may require finding relief coverage or covering the shift yourself, as needed.
Recognize the value that different perspectives and cultures bring to the organization.
Maintain a favorable working relationship with all other agency employees to foster and promote a cooperative and harmonious working climate.
Project a favorable image of the organization to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas of endeavor.
Perform all duties and responsibilities in a timely and effective manner in accordance with established agency policies to achieve the overall objectives of this position.
Serve as a member of the management team.
Facilitate regular team Staff Meetings.
Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
Take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
Handle conflict situations proactively and effectively, modeling good conflict resolution skills.
Create a climate where staff are challenged, supported, and motivated to do their best to help the individual, team, program, and agency meet its goals.
Build strong teams that apply their diverse skills and perspective to achieve common goals in a mutually supportive fashion.
Carry out supervisory duties in accordance with the agency policies and applicable laws.
Directly supervise Program Coordinators and Housing Case Managers.
Interview, hire and train staff.
Plan, assign and direct work.
Monitor performance.
Provide recognition to staff.
Provide coaching/counseling and corrective action, when necessary.
Address complaints and resolve problems.

Benefits

A 37.5 per hour work week to ensure work/life balance
Medical, dental, vision, and prescription benefits to keep you and your loved ones healthy
Employer-paid short- and long-term disability insurance
Life insurance coverage at no cost to you
Up to 2 weeks of vacation in your first year (based on hours worked)
Up to 2 weeks of sick leave (based on hours worked)
12 paid agency recognized holidays
2 floating holidays to use your way
403(b) retirement plan with employer matching (eligibility applies)
Access to our Employee Assistance Program (EAP) for you and your family
Potential eligibility for Student Loan Forgiveness through our 501(c)(3) nonprofit status