Program Manager II

Ccsww•Seattle, WA

1d•Hybrid

About The Position

Catholic Community Services of Western Washington and the Archdiocesan Housing Authority (doing business as Catholic Housing Services and Coordinated Care Agency) are outreaches of the Catholic Church in Western Washington. Rooted in the Gospel message of love and hope, we recognize the sacredness and dignity of every human person. Our focus is on those individuals, children, families, and communities struggling with poverty and the effects of intolerance and racism. The Housing and Essential Needs (HEN) program at Catholic Community Services (CCS) provides rent and utility assistance, bus passes, and essential needs products to disabled adults who are experiencing housing instability. Over 4,000 people are currently being served by HEN King County through a staff of 50, with dozens of new people added onto a rental interest list every week. The program has Rental Assistance and Homeless Services case management teams, a team of resource specialists that respond to the HEN Resource Line, an ORCA Lift program that provides free annual bus passes, and an Essential Needs team that creates hundreds of health & hygiene bags each month. HEN is a statewide program, and eligibility is determined through DSHS. CCS has contracted with King County to deliver the services. The program operates out of the Randolph Carter Center (RCC) and Phoenix Center (Phoenix) in central Seattle as well as CCS family center in Kent. If you are looking for meaningful work, make a tangible difference, and drive positive change, find out more at: https://ccsww.org/careers/

Requirements

Bachelor's degree in social services or a related field, or commensurate experience in social services.
At least two years of experience in direct provision of social services, preferably with homeless people.
At least one year of experience of supervision in a social service setting
Demonstrated ability to implement policies and procedures with attention to detail.
Familiarity with trauma informed care and harm reduction principles.
Understanding of problems people in poverty often face, including alcohol and drug abuse, mental illness, domestic violence, and long-term homelessness.
Excellent written and oral communication.
Good office computer skills, with ability to maintain complex client records and produce flyers and informational materials.
Commitment to social justice the mission, goals and objective of Catholic Community Services.
Ability to set priorities and work independently as well as on a team.
Ability to work under pressure in a multi-task environment with time and resource constraints; strong time-management and organization skills; ability to manage several projects simultaneously.
Proven ability to conduct trauma-informed and culturally appropriate customer service and staff management.
Ability to pass background check.
Ready access to a reliable vehicle and willingness to travel throughout King County often; requires a valid WA state driver’s license and insurance.

Nice To Haves

Master’s degree in social work or a related field.
Experience in social service administration.
Knowledge and experience in organizational effectiveness and operations management.
Demonstrated leadership and vision in managing staff groups and major projects, continuous initiative and improvement driven vision.
Entrepreneurial spirit and sense of humor.
Familiarity with WA/King County procedures around homeless services programs, Coordinated Entry for All, and HMIS.

Responsibilities

Program Leadership & Compliance: Educate team regarding program and agency policies and HEN standard operation procedures and monitor for compliance.
Manage data entry on clients into the Homeless Management Information System (HMIS) and the ORCA LIFT Fare Registry.
Observe/follow guidelines on rights of clients and ensure team is meeting confidentiality requirements and that client records meet agency and contract standards for storage.
Assist with developing and drafting new standard operation procedures and provide oversight in implementation of them.
Ensure RCW regulations and guidelines from the Department of Commerce, King County Human Services, and CCS are understood, followed, and documented by staff.
Meet with HEN leadership and compliance teams periodically to review contract and policies and make recommendations for improvements.
Produce and review detailed reports to evaluate program data quality and program trends.
Follow up with staff to ensure data quality.
Regularly review data base entry procedures for accuracy and efficiency, make changes or provide training as needed.
Assist with evaluation of HEN Program.
Support program audits and site visits by funding and regulatory bodies.
Supervision & Training: Provide trauma-informed supervision and staff management of 1 Resource Supervisor, 7 Resource Specialists, 1 ORCA Lift Outreach/Enrollment Coordinator and 2 Essential Needs staff.
Provide general management/supervisory support for all HEN team when on-site manager.
Fill in for team staff when staffing shortages.
Participate in hiring, training, supervision, and evaluation of HEN staff on responsible teams.
Lead, mentor and motivate staff and set clear expectations
Contribute to a positive, team-oriented work environment.
Use a strengths-based approach to identify and implement opportunities to develop your team’s knowledge of resources and build skills.
Ensure quality on the job training for direct staff, including making sure staff attend required trainings.
Attend trainings required of employees as scheduled.
Participate as both leader and team member in staff and supervisory meetings as required.
Contribute to and support a positive, team-oriented, anti-racist work environment; participate with other staff members in group decision-making process.
Maintain accurate record of hours worked and turn in timesheets on schedule.
Develop, maintain and oversee robust training program for responsible teams.
Program/Service Responsibilities: Responsible for overseeing and implementing ORCA LIFT/Subsidized Annual Pass Program to include outreach events and partnership development, card inventory and distribution, and reporting.
Establish and maintain strong supplies in/out inventory system for Essential Needs offerings.
Place orders for Essential Needs supplies and update tracking records for accounting.
Develop comprehensive resource library for clients that is regularly updated and used by Resource team as well as other HEN staff members.
Assist with inventory and tracking of HEN team program equipment.
Collaborate with Resource Supervisor to ensure that all daily and weekly administrative tasks are complete.
Troubleshoot HEN Resource line calls and emails from program participants and landlords, and provide backup assistance as needed.
Support all staff in providing high level customer services to clients experiencing a wide range of barriers including mental health challenges, substance use, and domestic violence concerns.
Receive and address/resolve client complaints and grievances.
Establish and maintain positive relationships with relevant organizations, landlords, King County Metro/other transportation authorities and vendors.
Evaluate and adjust program expenditures to ensure appropriate Represent HEN at external meetings or outreach events.
Solely responsible for ordering/purchasing, inventory, distribution and invoicing of Essential Needs involving several vendors.
Evaluate and adjust program expenditures to ensure appropriate contract spending and propose program adjustments if expenditures are not in alignment with contract spending.
Solely responsible for all HEN team program equipment inventory and tracking.
Advocacy: Participate in agency advocacy efforts around common issues the affect the majority of HEN clients.
Assist in organizing client participation in meetings with state legislatures regarding the HEN program.
As needed, assist in organizing annual Housing Advocacy Day, develop informational fliers, and gather client stories.