Program Manager

The Salvation Army USA Central Territory•Chicago, IL

1d•$50,813 - $60,975•Onsite

About The Position

The Program Manager ensures the consistent, safe, and effective operation of the program by providing leadership, supervision, and direct support to staff and clients during assigned shifts. The Program Manager oversees daily program operations, ensures compliance with agency policies and program standards, and maintains a safe, welcoming, and trauma-informed environment for all participants. This position is responsible for supervising staff during assigned shifts, coordinating client services, distributing essential supplies, and serving as a liaison with donors, community partners, service providers, and other stakeholders. The Program Manager provides operational support to the Program Director and Case Management team to ensure the delivery of high-quality services and timely client placements. The Program Manager also assists the Program Director with the preparation and submission of required monthly, quarterly, and funder reports by maintaining accurate documentation, supporting data collection, and ensuring effective written and verbal communication. All responsibilities are performed while maintaining the highest standards of professionalism, confidentiality, and compliance with organizational policies and applicable regulations.

Requirements

Minimum of high school diploma or GED equivalent
2 years’ work experience working with homeless families or individuals.
Willing to promote the mission of The Salvation Army.
Excellent communication (verbal and written) and interpersonal skills.
Knowledge of or a willingness and aptitude to learn the concepts involved with serving low-income families.

Nice To Haves

Associate Degree preferred.

Responsibilities

Assist the Program Director with human resource functions, including onboarding, employee separations, benefits administration, personnel file maintenance, and ensuring compliance with organizational policies, employment laws, and Salvation Army procedures.
Coordinate and facilitate new employee orientation and ongoing staff training to ensure employees understand program policies, procedures, safety requirements, and service expectations.
Assist the Program Director in maintaining adequate staffing levels by monitoring schedules, coordinating coverage for vacancies or call-offs, and supporting recruitment and onboarding efforts as needed.
Oversee the intake process for families entering the Emergency Homeless Assessment and Response Center by conducting orientations, assigning rooms, and ensuring timely access to services. Collaborate with Case Managers and shelter partners to coordinate prompt placement into appropriate shelter programs. Ensure staff maintain real-time communication with referral shelters regarding bed availability.
Document and promptly communicate any disclosed medical, mental health, disability-related, or dietary accommodation needs to the Program Director and Case Management team to ensure appropriate services are provided.
Complete incident reports, program violation reports, and other required documentation accurately and within required timeframes.
Immediately notify leadership of incidents affecting the safety, health, or well-being of guests or staff. Coordinate emergency response efforts, including contacting 911 and emergency personnel when necessary.
Coordinate room turnover by notifying housekeeping and program staff of admissions and discharges. Oversee the storage and documentation of guest belongings according to program policy and ensure timely follow-up for unclaimed property. Inspect, prepare, and coordinate cleaning of vacant rooms to support timely occupancy.
Conduct daily facility inspections to ensure a safe, secure, and clean environment. Secure designated areas, identify maintenance or safety concerns, and report issues for immediate resolution.
Maintain strict confidentiality of all clients, employees, and organizational information in accordance with agency policies, HMIS standards, and applicable privacy regulations.
Accurately enter client information into HMIS and other required databases. Prepare daily, monthly, and program-specific reports, ensuring accuracy and timely submission of demographic and performance data.
Maintain ongoing communication with referral shelters to monitor real-time bed availability and facilitate timely placements for eligible families.
Assist the Program Director in preparing and submitting monthly, quarterly, annual, and funder-required reports within established deadlines.
Monitor HMIS data quality by reviewing entries for accuracy, completeness, and compliance, and correcting errors as needed.
Develop and maintain collaborative relationships with community agencies, service providers, government partners, and homeless service networks to improve service coordination and resource availability.
Partner with Case Managers to ensure families enrolled in the Emergency Homeless Assessment and Response Center transition to appropriate emergency shelter or stable housing within established program timelines (typically 10–12 days).
Monitor and manage inbound shelter referrals and service requests through Salesforce, ensuring timely follow-up, documentation, and coordination of placements.
Participate in a rotating on-call schedule to provide leadership support, respond to emergencies, and address operational issues outside normal business hours.
Monitor client compliance with program rules and expectations by providing coaching, conflict resolution, and corrective interventions that promote a safe, respectful, and supportive living environment.
Conduct room inspections and property searches, when appropriate and consistent with agency policy, to identify prohibited items and maintain a safe environment for all residents and staff necessary to prevent the concealment and storage of alcohol, drugs, weapons, and/or hazardous materials (i.e., combustible/fire agents, smoking materials or other dangerous items).
Provide immediate assistance to clients as needed and ensure they are connected with the appropriate Case Manager for ongoing services related to housing, employment, behavioral health, financial stability, parenting, substance use, or other identified needs.
Promote a trauma-informed, client-centered environment that reflects Safe from Harm standards. Identify, document, and report policy violations, safety concerns, and incidents promptly while taking appropriate corrective action.
Identify, document, and report facility maintenance and repair needs to the Program Director and maintenance/janitorial staff. Follow up as needed to ensure issues are addressed in a timely manner.
Collaborate with internal departments and external partners to support coordinated service delivery, promote effective communication, and achieve program goals.
Attend and actively participate in required staff meetings, trainings, case conferences, and organizational meetings. Share relevant updates and contribute to continuous program improvement.
Perform other duties and special projects as assigned to support program operations, organizational priorities, and the mission of The Salvation Army.