Program Manager IV - Homeless Services

Ccsww•Seattle, WA

1d•$37 - $41•Onsite

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. The program has Homeless Prevention and Homeless 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. The program operates out of the Randolph Carter Center (RCC) and Phoenix Center (Phoenix) in central Seattle, as well as a CCS family center in Kent. HEN is a statewide program with an annual budget of $25 million. Eligibility is determined through DSHS and CCS is contracted through King County to deliver the services. If you are looking for meaningful work, make a tangible difference, and drive positive change, find out more at: https://ccsww.org/careers/ How YOU can make a difference: The Program Manager IV (Senior Program Manager) is responsible for the overall leadership, management and operations of the Homeless Services portfolio within the HEN Division. This portfolio includes the Rapid Re-Housing (RRH) Team, Resource/Operations Team, and the ORCA Lift program. The position provides strategic and operational oversight to ensure effective service delivery, compliance and alignment with program strategic goals. The Senior Program Manager directly supervises the RRH Program Manager, Operations/Resource Team Program Manager and the ORCA Lift Coordinator, and through them oversees a multidisciplinary team of approximately 21–23 staff. This position serves as operational and supervisory backup in the absence of these and other team Program Managers as needed to ensure continuity of services and leadership. The Senior Program Manager maintains and cultivates key relationships with community partners, funders and system stakeholders. The role provides leadership in the development, planning, organization and direction of program activities, including exploring and implementing new program opportunities in response to community needs and funding initiatives. The Senior Program Manager works closely with the Program Director on program development and fiscal oversight, funding applications and contract management. This position supports the Program Director as needed with contract monitors and funders, represents the HEN Division at community and system meetings, and participates in local, city, and state-level advocacy related to homelessness and housing stability. The HEN Division operates an annual budget of approximately $25 million, for which the Senior Program Manager plays a key role in management, planning, and accountability. Work location: Phoenix Center (Rainier Ave) in Seattle

Requirements

Bachelor’s degree in social services or a related field, or equivalent combination of education and significant professional experience in social services.
Minimum of five (5) years of experience in the direct provision of social services, preferably serving individuals and families experiencing homelessness.
Minimum of five (5) years of demonstrated supervisory and staff management experience.
Minimum of seven (7) years of program management experience, including program/project planning, implementation, monitoring and results driven, budget development, fiscal oversight and strategic planning/implementation.
Strong understanding of the complex challenges faced by people experiencing homelessness, including substance use disorders, mental health conditions, domestic violence, and chronic homelessness.
Working knowledge of trauma-informed care and harm reduction principles, with the ability to apply these approaches in program design and service delivery.
Excellent written and verbal communication skills, with experience preparing reports, correspondence, and program materials.
Proficient in office and database software, with the ability to maintain complex client records and produce informational materials such as flyers and program documents.
Demonstrated commitment to the mission, values, and objectives of Catholic Community Services of Western Washington.
Valid Washington State Driver’s License and ability to meet the requirements of the agency’s driving policy.

Nice To Haves

Master’s degree in Social Work or a closely related field.
Demonstrated experience in social services administration and staff supervision.
Direct experience working within Homeless Services systems, including Coordinated Entry for All (CE) and HMIS.
Minimum of seven (7) years of combined supervisory and program management experience.
Strong knowledge of government, nonprofit, and community-based resources within King County.
Fluency in one or more languages in addition to English is highly desirable.

Responsibilities

Provide senior leadership and operational oversight for HEN Homeless Services programming, including Rapid Re‑Housing (RRH), Resource/Operations and ORCA Lift, ensuring services are delivered in alignment with King County Consolidated Homelessness Grant (CHG) requirements, HUD Continuum of Care (CoC) standards, agency and program policies, and the program’s Standard Operation Procedures (SOP).
Lead program planning, implementation and system integration across multiple CCS-King County sites, ensuring services align with Coordinated Entry for All (CEA) processes, funder priorities, and community need.
Establish and advance program vision, performance outcomes and continuous quality improvement initiatives using data-informed decision making, HMIS system reports and contract performance measures.
Directly supervise the Rapid Re‑Housing Program Manager, Operations/Resource Team Program Managerr, ORCA Lift Coordinator and other staff as assigned; ensure supervisory practices align with agency standards and expectations.
Oversee staffing operations including recruitment, onboarding, training, supervision, evaluation, and corrective action for managers, supervisors, case managers, resource specialists, essential needs staff, interns and volunteers in compliance with CCSWW and King County requirements.
In coordination with the Homeless Prevention Program Manager (PM) IV, provide coverage for Program Director duties during absences, including operational decision-making, contract responsiveness and escalation management.
Serve as the on-site senior manager at the Phoenix Center, overseeing all HEN-funded programming at the site and ensuring compliance with funder, safety and operational standards.
Collaborate with CCS Phoenix leadership and facilities partners to support building safety, operational continuity and risk mitigation including planning and participation in monthly safety and incident review meetings.
Provide oversight of the ORCA Lift Program including contract-aligned implementation, staff supervision, ensuring Case Managers are trained and serving as liaison with King County Metro and Public Health – Seattle & King County.
Plan and facilitate weekly Phoenix leadership meetings with Program Managers to review staffing, service delivery, compliance, data and operational challenges.
Respond to, document and resolve client grievances, complaints, and escalated concerns involving staff, clients, landlords and community partners, in accordance with agency grievance procedures and contract requirements.
In collaboration with the Program Director and Homeless Prevention PM, plan and lead Monthly Leadership Meetings focused on performance outcomes, compliance status, staffing, HEN strategic goals and system coordination.
Serve on the Quality Improvement (QI) Team supporting activities related to: HMIS data quality and integrity, contract compliance and monitoring preparedness, file and chart reviews, performance reporting and corrective action planning and continuous improvement aligned with HUD System Performance Measures.
Review and analyze HMIS and internal program reports; develop and implement recommendations to improve service delivery, client outcomes, provider coordination and funder satisfaction.
Represent the HEN Division at local and county-level coalitions, planning groups and system meetings, including CoC- and CHG-related forums and present program updates and outcomes as requested.
Partner closely with the Homeless Prevention PM IV to coordinate client services, inter-program referrals and resolution of complex client, landlords or third party cases.
Promote participant voice and equity in program design and evaluation by overseeing distribution, collection, analysis and follow-up on HEN Participant Satisfaction Surveys and other feedback mechanisms.
Implement HEN program strategic objectives and contribute to ongoing policy refinement, operational improvements and funder-aligned program development.
Train, coach and mentor direct reports to strengthen leadership capacity, supervisory skills and compliance knowledge.
Address staff performance issues, conflicts, complaints and disciplinary actions in accordance with HR policies, union contracts (if applicable), and funder expectations.
Assist the Program Director with monitoring overall program operation, contracts, maintaining required documentation and supporting audit readiness and funder monitoring activities in accordance with King County, CHG and HUD requirements.
Ensure accurate and timely data entry and management of client records in agency databases and the Homeless Management Information System (HMIS) in compliance with data quality standards.
Oversee program documentation to ensure all client files and records meet agency, CHG and HUD contract standards including completeness, accuracy and timeliness.
Utilize HMIS, internal dashboards and PowerBI reports to support real-time program monitoring, performance management and data-informed decision-making with program teams.
Collaborate with HEN Compliance team to ensure timely execution of contract-driven requirements, including BVS, CIC, landlord letters, participant notices and other compliance-related documentation.
Support the Program Director in the preparation and submission of funding applications, including state, county, foundation and private funding sources.
Review program operations and make Exception to Policy (ETP) recommendations to the Program Director in alignment with contract requirements and funder guidance.
Assist with fiscal oversight of the HEN Division budget , comprised of state, county and local funding sources subject to audit and monitoring.
Regularly review program expenditures to ensure allowable, allocable, and contract-aligned spending and recommend operational or budgetary adjustments when essential needs expenditures are not aligned with contract requirements.
Track all HEN policy updates, contract changes and training requirements, ensuring timely implementation and staff training on revised policies and procedures.
Ensure staff complete all required trainings, including contract-mandated, compliance and system trainings.
Lead and support the development, revision and implementation of Standard Operating Procedures (SOPs) to ensure consistency, compliance and operational clarity across HEN programs.
Lead the development, implementation and ongoing oversight of HEN Homeless Services programming to ensure unhoused HEN clients are identified, prioritized and appropriately enrolled into King County’s Coordinated Entry for All (CEA) system and supported to obtain housing interventions that best meet their needs.
Ensure program operations align with HUD Continuum of Care (CoC) and CHG system standards, including equitable access, referrals and housing placement pathways for unhoused HEN participants.
In partnership with the Resource/Operations Program Manager, develop and maintain a centralized HEN Resource Library of high-demand referral resources, including shelter, housing, behavioral health, and basic needs services; establish a quarterly review and update process to ensure accuracy and relevance.
Actively cultivate and maintain internal CCSWW partnerships and external community, provider, and system-level partnerships to expand referral options and strengthen access to shelter, housing resources, and supportive services for unhoused HEN clients.
Ensure all unhoused HEN clients are entered and maintained in King County HMIS, fully enrolled in Coordinated Entry and Triage Tools, and placed on all applicable subsidized housing and housing resource waitlists in accordance with funder requirements.
Support the CEA Lead by tracking available CAPER-aligned and other housing resources and coordinating with RRH and TEN Case Managers to prepare and submit eligible client nominations for housing opportunities.
Monitor Coordinated Entry participation and referral outcomes using HMIS and system-generated reports, and identify barriers, gaps, or process improvements to enhance housing access and system navigation for HEN clients.
Utilize a strengths-based, trauma-informed and equity-centered approach to identify and implement opportunities to enhance staff knowledge of community resources, systems navigation and professional skill development.
Complete all required trainings in accordance with agency policy, contract requirements and regulatory standards, including compliance, safety, fiscal and system-related trainings.
Participate as both a leader and collaborator in staff, supervisory, leadership and cross-program meetings as required to support effective communication, coordination and decision-making.
Contribute to and actively support a positive, inclusive, anti-racist, and team-oriented work environment, and participate in shared and participatory decision-making processes consistent with organizational values.
Conduct, oversee and support procurement processes including purchasing of Essential Needs (EN) items and supplies ensuring all purchases are allowable, reasonable and aligned with contract and budget requirements.
Review, approve and support processing of vendor and reimbursement invoices, including EN-related expenditures, ensuring accuracy, proper documentation, timely submission and compliance with funder and accounting standards.
Coordinate with Accounting/Finance, Compliance and Program teams to ensure procurement and invoicing practices meet audit, documentation and agency/contract monitoring requirements.
Maintain accurate and timely records of hours worked and ensure submission of timesheets and related administrative documentation in accordance with Payroll, HR and agency requirements.
Perform other job-related duties as assigned to support program operations, compliance and organizational goals.