Program Manager-Shelter Hotline

United Planning Organization • Washington, DC

19h

About The Position

The Program Manager oversees the Shelter Hotline Program within the Community Health Division and assists the Program Director with planning and administering program operations. The position supervises transportation and logistics managers and the fleet coordinator, and supports transportation, dispatch, fleet readiness, outreach, and operational supplies for services transporting Washington, DC’s homeless population to and from shelters. The program operates seven days a week, generally from 5:45 a.m. to midnight, and runs 24 hours a day from November 1 through April 15. The role requires providing responsive service to internal and external customers and maintaining effective communication with shelter providers and District government agencies.

The Program Manager monitors program reports and schedules, supports contractual compliance, evaluates staff performance, coordinates training, and handles incident and accident investigations and reporting. The position also reviews and approves timecards, assists with updating program policies and procedures, and assumes responsibility for the program when the Program Director is absent. This is a full-time, regular, exempt position with a 37.5-hour workweek. Weekend and overnight work may be required during hypothermia season, and the position is designated essential during business closures.

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 people from diverse educational, socioeconomic, and cultural backgrounds.
• Successful completion of criminal background check and/or FBI fingerprinting and pre-employment drug screening, as applicable.

Nice To Haves

• Bachelor’s degree.
• Familiarity with DC shelter operations and homeless services operations.
• Familiarity with 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.
• Manage and supervise Transportation and Logistics Managers and the Fleet Coordinator; assign and oversee their tasks.
• Assist in developing program operational requirements and recommend actions.
• Monitor daily census, call logs, manifests, and other required reports for accuracy and timely submission.
• Ensure schedules are followed and make adjustments as needed.
• Assist with implementing 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 client needs.
• Assist with ongoing communication with District government agencies, including regarding alerts and operational concerns.
• Evaluate the performance of transportation and logistics managers and fleet personnel.
• Identify training needs and recommend, coordinate, and conduct required staff training.
• Implement program information and protocols and progressive disciplinary actions for supervised staff.
• Investigate or participate in investigating unusual incidents and accidents; maintain related reports and collaborate with appropriate parties.
• Respond to vehicular accident locations 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 program operations in the Program Director’s absence.

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% given as a benefit, with a 1% match of staff contribution.
• Sick leave accrued at 4.5 hours every pay period.
• Vacation leave accrued at 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