Program Manager - Interim Housing

Hope The Mission•Van Nuys, CA

About The Position

Hope the Mission’s Program Manager is the site-level leader responsible for day-to-day operations at an interim housing site. Reporting to the Director of Interim Housing or Senior Director of Programs, the manager supervises staff, supports participant safety and services, and ensures the site meets contract, funder, agency, and regulatory requirements. The position sets service and operational standards across all shifts in programs that operate around the clock. The role oversees contract compliance and quality assurance, staff supervision and development, participant services and housing outcomes, coordination with internal departments and outside partners, incident response, and community representation. It also addresses operational gaps, escalates concerns to Director-level leadership, and responds to operational needs across evenings, overnight shifts, and weekends as needed. For Family Interim Housing sites, the role also oversees compliance with the Family Interim Housing SRS, CES participation, Family Solutions Center coordination, and mandated reporting obligations concerning households with minor children. The position is full-time and exempt. Work includes driving in and around Los Angeles County, using computers and office equipment, and working with people and families experiencing crisis and instability. The environment may involve crisis or potentially hostile situations, exposure to unpleasant sensory conditions, and periods of pressure during crisis intervention. The role requires reliable transportation and the ability to meet the stated physical demands, including lifting up to 25 pounds.

Requirements

At least 3 years of experience in homeless or human services programs.
At least 3 years of supervisory experience.
Knowledge of Housing First, Harm Reduction, and Trauma-Informed Care.
Ability to interpret and operationalize Scopes of Required Services, Program Standards, and funder requirements.
Experience monitoring KPIs, identifying compliance risks, and implementing corrective action, with working knowledge of CES, City, County, HUD regulations, and funder-specific requirements.
Ability to supervise, coach, and develop multidisciplinary teams in a human services setting.
Skill in performance management, accountability, training reinforcement, and coverage planning.
Experience managing staffing ratios, schedules, and on-call escalation systems in 24/7 operational environments.
Ability to assess participant acuity and guide staff on appropriate interventions.
Commitment to participant-centered decisions grounded in dignity and respect.
Ability to collaborate with CES partners, housing navigation teams, service providers, and external agencies, and facilitate warm handoffs and coordinated care planning.
Strong written and verbal communication skills, including documentation, reporting, and professional correspondence.
Ability to analyze information, make timely decisions, and manage competing priorities.
Proficiency with Microsoft Office and basic reporting tools.
Ability to drive as part of the work and meet company requirements; must have a California driver's license, acceptable driving record, proof of vehicle insurance, and reliable transportation.
Must maintain proof of legal authorization to work in the United States.
Must comply with company policies and HIPAA standards, including safety, confidentiality, and conduct standards.
Employment is contingent on applicable background screening and passing pre-employment and ongoing drug and alcohol screenings.
Must meet the physical demands of the role, including mobility and lifting up to 25 pounds.

Nice To Haves

Bachelor’s degree preferred; equivalent experience will be considered.
HMIS and/or CHAMP experience.
Previous experience managing motel, congregate, or village-style interim housing environments.

Responsibilities

Ensure program operations comply with funder requirements, Scopes of Required Services (SRS), agency policies, and regulatory standards.
Monitor performance metrics, data integrity, and quality assurance processes to ensure contract outcomes are met.
Ensure compliance with site-specific operational, health, safety, facility, sanitation, security, medication, emergency-preparedness, inspection, and public-health requirements.
Escalate areas of concern to Director-level leadership for awareness and resolution.
Supervise program staff, including participating in hiring, onboarding, training, coaching, performance management, and accountability processes.
Maintain consistent operational coverage across all shifts and support trauma-informed service delivery.
Identify staff development needs and support ongoing growth through feedback, supervision, and coaching.
Oversee participant-centered services grounded in Housing First, Harm Reduction, and Trauma-Informed Care principles.
Coordinate with internal departments, community partners, CES stakeholders, and public agencies to support participant outcomes and system alignment.
Ensure participants are connected to housing pathways and that staff have the tools and direction to move cases forward.
Maintain the interim housing site as a community and ensure maintenance, safety, quality, and compliance standards are met.
Coordinate with Finance, Facilities, HR, IT, Development, and Compliance on reporting, budget tracking, procurement, facility readiness, and administrative requirements.
Serve as a key contact for high-level communications with volunteers, leadership, and other stakeholders.
Facilitate special events with interdepartmental coordination and volunteer engagement.
Respond to operational needs, participant crises, safety concerns, and incidents.
Ensure incidents are accurately documented, appropriately escalated, and followed through in accordance with agency policies and funder requirements.
Identify operational gaps and recommend improvements to policies, procedures, and service delivery.
Remain responsive and available to operational concerns across evenings, overnight shifts, and weekends as needed.
Represent the organization in meetings, site visits, trainings, and community forums as assigned.
At Family Interim Housing sites, oversee compliance with the Family Interim Housing SRS, including CES participation, Family Solutions Center coordination, and mandated reporting obligations for households with minor children.
Perform other duties as assigned.