Program Manager - Services

Hope The Mission•Los Angeles, CA

3d•$0 - $74,915•Hybrid

About The Position

The Program Manager – Services plays a crucial role in ensuring Hope the Mission's (HTM) programs effectively guide individuals from homelessness to stable housing. This position oversees Access and Engagement or Housing Services programs, focusing on outreach, crisis response, system navigation, and ongoing support. The role involves supervising staff, maintaining service quality, ensuring contract compliance, and meeting stringent documentation, data, performance, and reporting requirements set by public funders. Responsibilities are tailored to specific programs like Street-Based Engagement/Outreach, Navigation Center/CES Access Point, or Day Labor Resource Center. This is a hands-on leadership role requiring active involvement in supervision, file reviews, escalation management, and team accountability, with a direct impact on participant outcomes.

Requirements

Valid California driver's license with an acceptable motor vehicle record qualifying for HTM's commercial insurance coverage.
Reliable personal transportation and proof of vehicle insurance.
Ability to travel locally across multiple program sites in Los Angeles County.
Availability to work evenings, nights, or weekends based on program operations and contract needs.
Compliance with HIPAA standards and all HTM company policies.
TB test clearance and any other required worksite clearances.
Ability to lift up to 25 lbs. and perform the physical demands described in the job description.
Legal authorization to work in the United States.
Bachelor's degree required.
Minimum 3 years of experience in homelessness services, including program or staff supervision.
Demonstrated experience with contract compliance, program operations, and performance management in a publicly funded environment.
Working knowledge of HMIS/Clarity and data quality standards.
Knowledge of Housing First, Harm Reduction, Trauma-Informed Care, Problem Solving, and Progressive Engagement frameworks.
In-depth understanding of homelessness systems including CES, housing navigation, and stabilization models.
Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.
Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.
Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.
Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.
Must have reliable transportation.
Must have proof of vehicle insurance coverage.
Must have a valid CA drivers license.
Must be able to qualify for HTM’s commercial insurance coverage.

Nice To Haves

Master's degree or clinical licensure preferred but not required.
Bilingual English/Spanish preferred.

Responsibilities

Provides overall leadership and direction for assigned Access & Engagement and/or Housing Services programs.
Ensures assigned programs deliver all services required by the applicable Scope/Statement of Work, including outreach and engagement, CES access, Problem-Solving, case management, housing linkage, supportive-service referrals, employment services, participant stabilization, and other contract-specific services.
Oversees implementation of street-based outreach and ICMS services, including outreach coverage, participant engagement and re-engagement, assessments, CES coordination, housing and supportive-service linkages, multidisciplinary care coordination, and transitions to ongoing services.
Oversees Navigation Center service delivery, including CES Access Point services, initial screening, Problem-Solving, emergency and supportive-service referrals, warm handoffs, document support, mail services, housing-focused case management, hygiene services, and participant access to required Navigation Center services.
Oversees employment-focused services including participant and employer outreach, job placement, worker-rights education, wage-theft assistance, multi-benefit screening, pre-employment services, immigrant integration resources, supportive services, information and referrals, and other contract-required Day Labor services.
Monitors program goals, performance benchmarks, and outcomes; implements timely adjustments to improve service delivery and participant results.
Ensures all participants are engaged with dignity, respect, and consistency, regardless of acuity or barriers.
Addresses participant concerns, conflicts, grievances, and complaints, escalating when necessary.
Maintains visible leadership presence within program operations, including site-based or field-based support as required.
Ensures services are delivered in a participant-centered, culturally responsive, equitable, and trauma-informed manner consistent with applicable program and funder requirements.
Ensures participant concerns, complaints, and grievances are appropriately received, documented, addressed, and escalated in accordance with agency and applicable funder requirements.
Ensures services operate in accordance with Housing First, Harm Reduction, Low Barrier, and Trauma-Informed Care principles and that unnecessary barriers are not imposed as conditions of service access.
Ensures participants fleeing domestic violence, human trafficking, sexual assault, or other applicable safety concerns receive appropriate screening, confidential services, emergency referrals, and warm handoffs consistent with LAHSA requirements.
Supervises, trains, and supports program staff through regular supervision, coaching, and performance evaluations.
Conducts weekly staff supervision, case conferencing, and file reviews to ensure service quality and documentation integrity.
Supports hiring, onboarding, and training of new staff in coordination with program leadership and HR.
Ensures staff adhere to program policies, procedures, and evidence-based practices.
Ensures staff complete and maintain documentation of all agency and funder-required training applicable to their assigned program and role.
Monitors staff assignments, caseloads, field coverage, schedules, service delivery, documentation, and performance to ensure contractual staffing and service requirements are maintained.
Ensures staffing coverage is maintained for required Navigation Center functions and monitors case management caseloads based on participant acuity and applicable LAHSA guidance.
Ensures required administrative and clinical supervision structures are maintained in accordance with the applicable contract and coordinates with qualified clinical supervisors where clinical supervision is required.
Oversees day-to-day operations of assigned programs, including staffing, participant flow and access, intake, service coordination, schedules, supplies, facilities, transportation, safety, and other operational requirements applicable to the program model.
Oversees the safe, secure, and contract-compliant operation of voluntary and mandatory personal property storage services, including storage access, renewals, pack-outs, inventory controls, release of property, prohibited-item procedures, records, and participant flow.
Oversees hygiene-service operations, participant flow, janitorial/facility coordination, security coordination, storage operations, and other required Navigation Center operational services.
Ensures the site operates during designated contract hours and maintains required participant access, fair job distribution processes, basic amenities, mediation/community-building activities, and safe and orderly site operations.
Oversees field operations, outreach schedules and geographic coverage, field safety, transportation, communication, referral response, and deployment of outreach staff in accordance with applicable County requirements.
Maintains a safe environment for participants and staff; coordinates with security and responds to emergencies as needed.
Ensures proper timekeeping, scheduling, and administrative compliance in coordination with payroll and HR systems.
Ensures incidents, safety concerns, participant crises, and emergencies are appropriately responded to, objectively documented, escalated, followed through to resolution, and reported within applicable agency and funder timelines.
Maintains a thorough working knowledge of all applicable Scopes of Required Services (SRS), Program Standards, and contract requirements.
Ensures compliance with applicable City, County, LAHSA, and other public funder requirements, including Scopes/Statements of Work, Program Standards, policies, documentation, service delivery, performance, and reporting requirements.
Oversees accurate, timely, and complete data entry and monitoring in HMIS/Clarity and other County funded systems such as Padmission and Champ.
Ensures participant contacts, enrollment, assessments, services, referrals, case notes, outcomes, exits, and other required activities are accurately documented in HMIS or other applicable funder-required data systems within established contractual timelines.
Monitors contract-specific performance indicators, service goals, data quality, participant outcomes, and required deliverables and develops corrective action strategies when performance falls below established expectations.
Conducts regular audits of participant files and program data to ensure readiness for monitoring visits, audits, and evaluations.
Prepares and supports required reports, funder submissions, and internal performance reviews.
Monitors Funders Navigation Center KPIs and required reporting, including HMIS data quality, contracted-to-serve performance, participant identification/documentation outcomes, and other applicable Funders performance measures.
Ensures Housing & Services Plans are developed, signed and updated with participants as applicable, tracked as services and uploaded into HMIS, and ensures required case management contacts, monthly updates, progress, and outcomes are documented.
Monitors outreach enrollment, engagement and re-engagement, CES assessments, document acquisition, interim and permanent housing placements, service connections, case closures, and other County-required ICMS SBE outcomes.
Ensures accurate tracking and reporting of unduplicated participants, jobs obtained, employer engagement, benefit screenings, wage-theft assistance, referrals, and other City-required Day Labor performance measures and deliverables.
Oversees participant service coordination, case conferencing, referrals, warm handoffs, and cross-program collaboration to promote continuity of care and prevent unnecessary duplication of services.
Ensures participants meeting Navigation Center case management criteria are offered housing-focused case management and receive Housing & Services Plans, regular case management engagement, monthly progress updates, document support, housing application assistance, mainstream-benefit connections, and other housing-placement support.
Coordinates with Street Outreach, Housing Navigation, Time-Limited Subsidy, Rapid Re-Housing, and other CES programs to prevent duplicative case management and ensure seamless transitions and warm handoffs when participants enroll in another housing intervention.
Ensures multidisciplinary coordination and continuity of care across medical, behavioral health, substance use disorder, housing, benefits, and other service systems based on participant needs.
Establishes and maintains collaborative relationships with City and County partners, LAHSA, County, Hom Inc, Brilliant Corner, CES partners, outreach teams, healthcare and behavioral health providers, employment/workforce partners, community-based organizations, interim and permanent housing providers, employers, and other stakeholders applicable to assigned programs.
Participates in required funder, CES, SPA, regional, case-conferencing, care-coordination, performance, community, and collaborative provider meetings applicable to assigned programs.
Coordinates with the applicable SPA/ECRC, LA HOP partners and participates in required outreach coordination activities to promote Navigation Center services and identify eligible participants.
Develops and maintains relationships with employers, workers, workforce-development organizations, immigrant-serving organizations, community stakeholders, and other resources necessary to support Day Labor program outcomes.
Represents Hope the Mission at community meetings, coalitions, and planning groups as directed.
Coordinates with internal departments — including Housing Services, Access & Engagement, Finance, Data, HR, and Operations — to ensure aligned service delivery.
Performs other duties as assigned.