Program Manager - Single Adult Shelter

CENTRAL ARIZONA SHELTER SERVICES INC•Phoenix, AZ

3d•$60,000 - $63,800•Onsite

About The Position

The Program Manager oversees supportive services at an assigned single adult shelter location. This mid-level leadership role coordinates collaborative, trauma-informed, client-centered service delivery; supervises frontline staff; and improves program quality by identifying service gaps and supporting new initiatives. The Program Manager reports to the Director of Programs and works with internal departments, community partners, funders, and outside agencies to support service and housing programs. The position includes leading service-improvement efforts, contributing to program proposals and operational procedures, monitoring team performance and service outcomes, and developing staff through feedback, reviews, coaching, and corrective action when appropriate. It also requires maintaining staffing plans, responding to data and client feedback, and representing the organization professionally. The role is full-time, Monday through Friday, 8:00 a.m. to 5:00 p.m., with occasional evening and weekend work as duties demand. It primarily operates in a professional office environment, with occasional work at off-site venues and outdoor events in varying weather. Limited local travel in the Phoenix metro area using personal transportation is required. The position regularly uses standard office equipment and involves movement around facilities, between buildings, and across multiple sites.

Requirements

Associate degree in Business Administration, Social Work, Public Administration, Nonprofit Management, or a related human services field.
At least 2 years of progressively responsible leadership experience in nonprofit or human services programs, including supervision of teams and programs.
Demonstrated success implementing and improving programs aligned with organizational and community goals.
Experience interacting with cross-functional teams and supporting other mid-level managers in staff supervision and performance improvement.
Strong interpersonal and coaching abilities, clear written and verbal communication, and ability to support performance growth and team success.
Familiarity with trauma-informed care principles and client-centered service models.
Proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
Ability to obtain and maintain eligibility for an Arizona Level One Fingerprint Clearance Card.
Valid Arizona driver’s license; no more than two moving violations or accidents within the past 39 months; and eligibility under company insurance requirements.
Successful completion of behind-the-wheel training.
CPR/First Aid certification and Naloxone (Narcan) training within 90 days of employment.
CPI (Crisis Prevention Intervention) training within 90 days of employment.
Ability to build trust and strong relationships with staff, peers, partners, and stakeholders.
Demonstrated ability to lead frontline teams with a focus on accountability, coaching, and staff development.
Ability to work in a fast-paced environment with changing urgencies and remain calm and in control when issues arise.
Collaborative, team-oriented approach that values diverse opinions in problem-solving and service improvement.
Ability to communicate clearly and professionally with staff at different levels and with external partners.
Strong organizational skills and attention to detail, particularly in implementing processes and tracking team performance.
Ability and enthusiasm to engage stakeholders in creating and implementing programs and changes that further the organization’s mission.
Ability to model a strong work ethic and focus on achieving performance goals.
Ability to meet physical demands including regularly talking or hearing; frequently standing, walking, handling objects, and reaching; frequently lifting or moving up to 10 pounds and occasionally up to 25 pounds unassisted; self-transferring and moving throughout facilities, between buildings, and around multiple sites; and operating a motor vehicle.

Nice To Haves

Bachelor’s degree in Business Administration, Social Work, Public Administration, Nonprofit Management, or a related human services field.
Four or more years of experience in human services or nonprofit program leadership.
Experience managing shelter, housing, or supportive services programs and working with individuals and families experiencing homelessness.
Knowledge of HUD funding, grant compliance requirements, and funder reporting protocols.
Familiarity with Homeless Management Information System (HMIS) or similar client data systems.
Certification or formal training in trauma-informed care models.

Responsibilities

Lead efforts with team members to identify improvements to client services and housing programs, and communicate actionable suggestions to the Director of Programs.
Use community needs assessment information to develop proposals for new programs and improved services.
Support implementation of program models, policies, and workflows as directed.
Lead tours demonstrating program services, outcomes, and impact to prospective partners and stakeholders.
Facilitate conversations among staff, clients, and community partners to encourage collaboration and problem-solving.
Coordinate with internal departments and external partners to support consistent, trauma-informed, client-centered services.
Maintain partnerships with agencies that complement or enhance the organization’s services.
Contribute to developing and refining operational procedures with staff, peers, and leadership.
Represent the organization to funders and outside agencies on supportive services or housing programs as assigned.
Maintain a staffing plan aligned with the approved budget and scheduling needs, coordinating changes with the Director of Programs.
Supervise frontline staff; provide regular feedback, performance reviews, and development opportunities.
Ensure staff roles and responsibilities are clear and job descriptions and expectations are current.
Address performance and conduct concerns through coaching or corrective action in collaboration with HR and the Director of Programs.
Monitor team key performance indicators, documentation quality, and service delivery benchmarks.
Participate in collecting, analyzing, and using data for continuous improvement.
Respond to trends in service outcomes and client feedback in coordination with the Director of Programs.
Work with the Director of Programs to define team performance measures and goals, and with the team and functional peers to collect, analyze, report, and respond to performance data.
Review and respond appropriately to data and feedback on team performance.
Perform other duties as assigned and required.
Travel locally in the Phoenix metro area using personal transportation.
Obtain CPR/First Aid certification and Naloxone training within 90 days of employment; administer Naloxone in an emergency as required by the position.
Complete CPI training within 90 days of employment.