Program Manager-Shelter Hotline

United Planning Organization • Washington, DC

1d • $80,000 - $90,000 • Onsite

About The Position

The Program Manager oversees day-to-day operations of the Shelter Hotline Program within the Community Health Division and assists the Program Director with program planning, administration, and development of operational requirements. The program transports Washington, DC’s homeless population to and from shelters and operates seven days a week from 5:45 a.m. to midnight, expanding to 24-hour operation from November 1 through April 15. The position supervises transportation and logistics managers and the fleet coordinator, supports program compliance, and assumes responsibility for the program in the Program Director’s absence.

The role oversees transportation scheduling, dispatch, fleet readiness, outreach activities, supplies, staffing, reporting, training, and incident response. It requires effective communication with shelter providers and District government agencies, as well as responsive customer service to internal and external customers. The position is full-time, regular, with a 37.5-hour workweek; weekend and overnight work may be required during hypothermia season.

Requirements

• Associate degree.
• Five to seven years of management experience.
• At least two years of management or supervisory experience.
• Leadership ability and ability to plan, evaluate, and organize.
• Familiarity with human services in the District of Columbia.
• Excellent written and oral communication skills.
• Proficiency in Microsoft Office.
• Valid driver’s license.
• Must be insurable for agency bonding and liability purposes.
• Ability to work sensitively and effectively with individuals from diverse educational, socioeconomic, and cultural backgrounds.
• Successful completion of applicable criminal background check and/or FBI fingerprinting and pre-employment drug screening.

Nice To Haves

• Bachelor’s degree.
• Familiarity with DC shelter operations, homeless services operations, fleet management, or transportation services.
• Equivalent of five or more years of experience in social services activities and operations.

Responsibilities

• Assist the Program Director in planning and administering the Shelter Hotline Program and developing operational requirements.
• Manage and supervise Transportation and Logistics Managers and the Fleet Coordinator.
• Assign and oversee tasks for transportation and logistics managers and the fleet coordinator.
• Monitor and evaluate daily census reports, call logs, manifests, and other required reports for accuracy and timely submission.
• Ensure schedules are followed and make adjustments as needed.
• Help implement policies and procedures to maintain compliance with contractual requirements.
• Oversee scheduled and on-demand transportation, outreach activities, and operational supplies inventory.
• Communicate with shelter providers to ensure transportation and outreach activities respond to clients’ needs.
• Maintain dialogue with District government agencies, including Homeland Security, regarding alerts and other concerns.
• Evaluate the performance of transportation and logistics managers and the fleet manager.
• Determine training needs for managers, drivers, dispatchers, and the outreach coordinator; recommend training programs.
• Coordinate and conduct required training for Shelter Hotline employees to support contractual compliance.
• Communicate program information and protocols and implement progressive disciplinary actions for supervised staff.
• Investigate and participate in investigations of unusual incidents and accidents; maintain incident and accident reports and collaborate with appropriate parties.
• Respond to the scene of vehicular accidents as necessary, or designate a Transportation and Logistics Manager to respond when unavailable.
• Review and approve staff timecards for payroll processing.
• Assist the Program Director in updating the Shelter Hotline Policy and Procedures Manual.
• Assume responsibility for the program in the absence of the Program Director.

Benefits

• Health insurance through Kaiser, with a 70/30 split.
• Dental insurance through MetLife, paid for all employees.
• Vision insurance through VSP, paid for all employees.
• 401(k) Safe Harbor match: 5.5% provided as a benefit, with a 1% match of staff contribution.
• Sick leave accrual of 4.5 hours every pay period.
• Vacation leave accrual of 4.5 hours every pay period.
• Two personal days.
• Paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree