Program Manager

Catholic Charities Diocese•San Diego, CA

1d•Onsite

About The Position

As a member of the Catholic Charities Homeless Services management team, the Program Manager provides day-to-day leadership for Rachel’s Promise Center for Women and Children, an emergency shelter serving single adult women and women with children. The Program Manager plans, implements, and evaluates shelter and supportive services for both populations, ensuring a safe, trauma-informed environment and coordinated access to housing-focused case management, health and behavioral health supports, and community resources. The Program Manager also reviews and updates program policies and procedures in collaboration with the Senior Program Manager and the Homeless Services leadership team to support resident stability and successful transitions to safe, stable housing.

Requirements

Bachelor’s degree in human services, social behavioral sciences, or related field plus three or more years related experience or equivalent combination of education and experience required.
Minimum of two years of combined supervisory experience in a residential and/or case management program serving individuals experiencing homelessness required.
At least one year of experience providing shelter services and/or case management to women, children, and families experiencing homelessness, substance use disorders, and/or mental illness required.
Demonstrated understanding of and commitment to implementing services from a safety-focused, trauma-informed perspective.
Strong working knowledge of homelessness, housing first models, and the ability to practice and train in diversion techniques.
Experience applying crisis intervention, conflict resolution and de-escalation strategies and Motivational Interviewing skills in a wide range of situations; ability to effectively diffuse situations
Strong written and verbal communication skills.
Successful completion of background check.
Valid Driver’s License and a clean driving record.
Computer literacy, including proficiency in Microsoft Office Software and databases.
Ability to provide excellent customer service to residents, staff team members, volunteers, community partners, and donors.
Team-oriented and collaborative with colleagues inside Catholic Charities and during interactions with outside community agencies.
Ability to thrive in a flexible, fast-paced environment.

Nice To Haves

Direct experience implementing harm reduction and low-barrier approaches to service delivery and/or assisting adults living with co-occurring mental health needs and substance use disorders in a residential setting preferred.

Responsibilities

Ensure that services at Rachel’s Promise Center for Women and Children are provided in a manner consistent with all contract requirements imposed by federal, state, and/or local funders and are responsive to the needs of both single adult women and women with children.
Oversee shelter operations to support safety, privacy, and appropriate accommodations for both single adult women and family households (women with children), including coordination of age-appropriate spaces, supplies, and routines.
Review, investigate, and resolve complaints/problems from team members and residents and, in collaboration with the Senior Program Manager, implement responsive corrective actions and keep the Senior Program Manager apprised of complaints and their outcomes.
Implements and reinforces practices that foster a trauma-informed, safety-focused culture within the shelter, including services and routines appropriate for single adult women and for women with children.
Trains team members to accurately identify resident needs for both single adults and family households, establish realistic, achievable goals (including housing stabilization and family stability goals as applicable), and accurately document all services provided.
Review resident files for both single adult women and women with children to determine what is working well and where adjustments are needed to improve outcomes; reviews files for accuracy and completeness.
Identifies internal gaps in services and, in collaboration with teammates and the Senior Program Manager, adjusts existing program activities to support residents’ transition from homelessness to safe, stable housing, including family-centered supports for women with children.
Maintains collaborative working relationships with homeless outreach teams and referral partners to identify potential shelter residents and coordinate appropriate placement and services for single adult women and for women with children.
Establishes and nurtures collaborative relationships with colleagues from other agencies providing similar or complimentary services, including behavioral health service partners and family-serving resources (e.g., early childhood, education, child welfare, and parenting supports as available).
In collaboration with the Senior Program Manager, maintains up-to-date knowledge about community resources and develops/updates referral pathways as needed.
Facilitates bi-monthly program team care coordination meetings to review resident progress toward stated goals, including housing stability goals for single adults and family stability/child-related needs for women with children as applicable; elevates barriers and recommended service adjustments to the Senior Program Manager as needed.
Interview, supervise, and develop staff. This includes providing employees with positive feedback, acknowledging exceptional performance, and, when necessary, identifying and promptly addressing areas for improvement with clear and direct descriptions of expected changes.
Train shelter staff to complete residents’ intakes, needs assessments, and related documents in a manner that builds rapport and results in clear, accurate documentation. Additional training needs identified through the weekly file review process referenced above will also be addressed.
Consistently communicate with residents, employees, and community partners in a positive, respectful style and hold employees to the same standard, while providing exceptional customer service.
Provide or schedule staff training on relevant topics, including consistent application of trauma-informed care and harm reduction principles in a residential setting while continuously reinforcing safety-focused trauma-informed and low-barrier practices.
Review case management notes at least monthly and provide regular individual supervision for all team members.
Research and explore best practices related to homeless services and, in collaboration with the Senior Program Manager, implement new ideas for the benefit of residents.
Maintain current knowledge of agency policies and procedures as they relate to personnel management, timekeeping, and labor laws.
Ensure all shelter entries and exits are documented in Clarity HMIS on the day they occur, and case management notes accurately reflect all services provided and meet established standards; follow up with team members to correct errors.
Support with preparing monthly program reports for internal review and submission to funders.
Work collaboratively with the Contract Compliance Coordinator to verify the accuracy and completeness of data collected, identify errors, and provide staff training when indicated.
Acknowledge and follow the financial policies of the agency and use agency resources wisely.
Develop annual revenue projections and support the achievement of Agency financial goals.
Understand budget management and strive to keep costs within budget.
Other duties as assigned.