Single Adult Emergency Shelter - Program Manager (Wed-Sat or Sun-Wed 11am-10:30pm)

CENTRAL ARIZONA SHELTER SERVICES INC•Charlottesville, VA

About The Position

The Program Manager oversees supportive services at an assigned single-adult emergency shelter location. This mid-level leadership role manages a team of frontline staff working varied shifts and reports to the Director of Programs. The position focuses on collaborative service delivery, team management, program quality improvement, identifying service gaps, and supporting new initiatives. It also requires limited local travel in the Phoenix metro area using personal transportation. The Program Manager promotes consistent, trauma-informed, client-centered services through coordination with internal departments and external partners. The role maintains community partnerships, contributes to operational procedures, represents CASS to funders and outside agencies as assigned, and leads tours for prospective partners and stakeholders. The position supervises and develops frontline staff, including maintaining staffing plans, clarifying responsibilities, providing feedback and performance reviews, and addressing performance or conduct concerns in collaboration with HR and the Director of Programs. The Program Manager monitors team performance indicators, documentation, service benchmarks, client feedback, and outcome data to support accountability and continuous improvement. The role requires an associate degree in a related field and at least two years of progressively responsible leadership experience in nonprofit or human services programs, including team and program supervision. The position is full-time, scheduled either Wednesday through Saturday or Sunday through Wednesday, 11:00 a.m. to 10:30 p.m., with breaks and lunch. Evening and weekend work may occasionally be required as job duties demand. Local business-day travel is primarily in the Phoenix metro area.

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, coaching, written communication, and verbal communication abilities, with the 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.
Moderate proficiency in data entry, Microsoft Word, and Microsoft Excel.
Valid driver’s license; no 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.
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 when issues arise.
Collaborative, team-oriented approach that values diverse opinions in problem-solving and service improvement.
Clear, professional communication across staff 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 staff, clients, funders, government agencies, and service providers in creating and implementing programs and changes that further CASS’s mission.
Ability to model a strong work ethic focused on achieving performance goals.

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 to identify and improve client services and housing programs, and communicate actionable suggestions to the Director of Programs.
Use community needs assessments to inform proposals for new programs and improved services.
Support implementation of program models, policies, and workflows as directed.
Lead tours showcasing program services, outcomes, and impact to prospective partners and stakeholders.
Facilitate collaboration and problem-solving among staff, clients, and community partners.
Coordinate with internal departments and external partners to support consistent, trauma-informed, client-centered services.
Maintain effective partnerships with agencies that complement or enhance CASS services.
Collaborate with staff, peers, and leadership to develop and refine operational procedures.
Represent CASS to funders and outside agencies on supportive services or housing programs as assigned.
Maintain an updated staffing plan aligned with the approved budget and scheduling needs, coordinating changes with the Director of Programs.
Supervise frontline staff and provide regular feedback, performance reviews, and development opportunities.
Ensure staff roles and responsibilities are clear and that job descriptions and expectations remain up to date.
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 to drive 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 work with the team and functional peers to collect, analyze, report, and respond to performance data.
Review and appropriately respond to data and feedback on team performance.
Perform other duties as assigned and required.
Communicate professionally and promptly with staff, funders, partners, and clients, researching information as needed to provide informed responses.
Collaborate across departments, follow through on assigned duties and deadlines, and communicate barriers or support needs.
Model respectful, inclusive, and professional conduct and participate constructively in meetings, trainings, feedback sessions, and daily interactions.