Program Support Lead

Lutheran Social Services of Southern California•Santa Ana, CA

About The Position

Under the leadership of the Program Manager, the Program Support Lead is responsible for additional monitoring, navigating and disseminating of housing-related community support within the program. The Program Support Lead role is to provide additional program support, capacity training and resources to a team of housing case managers to better serve unhoused individuals. Expertise in navigating and utilizing housing resources, strong leadership skills, and the ability to coordinate with multiple housing agencies are instrumental in guiding and supporting a team of housing navigators. This position requires a deep understanding of issues faced by individuals and families experiencing homelessness, compassion, and a commitment to promote fair access to housing opportunities.

Requirements

Bachelor’s degree required with three (3) years of experience in outreach, healthcare, case management, homeless services, or working with vulnerable populations.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include planning, assigning, and directing work of staff.
Assists with hiring employees and conducting performance appraisals.
Clear California Driver’s License (Must allow DMV check before hire with monitoring throughout employment) a working vehicle and proof of current vehicle insurance as required in the driving policy.
Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.
Interpersonal - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Inspires respect and trust; Accepts feedback from others; Provides vision and inspiration to peers and subordinates; Gives appropriate recognition to others; Displays passion and optimism; Mobilizes others to fulfill the vision.
Teaching: Works to address opportunities of improvement and communicate effective guidance in a clear and collaborative way.
Ethics - Works with integrity and ethically; Upholds organizational values.
Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Nice To Haves

Familiarity with supportive housing programs and with established property management partnerships is preferred.
Bilingual is preferrable.

Responsibilities

Ensures that delivery of program services are aligned with LSSSC's vision, mission, and values.
Provides guidance, support, and ongoing housing-related training to ensure the delivery of high-quality housing navigation services.
Provide direct supervision, coaching, and performance feedback to assigned program staff.
Ensure accurate and timely data entry across required systems in compliance with funder, regulatory, and organizational standards.
Serve as a member of the management team.
Carry a caseload, minimum of 20.
Develops and implements effective housing navigation strategies to assist individuals and families experiencing homelessness to secure stable housing options.
Acts as training liaison to all new staff, develop an individualized training plan for struggling staff in collaboration with program managers and Site Manager, and allow new staff to shadow on client outings for training purposes.
Provides monthly client hard-folder checks to ensure documentation and intakes remain consistent.
Provide back-up for program needs in the absence of staff or as directed by the Regional Director.
Provide shadowing for each case manager’s client meetings monthly and report growth opportunities in management meetings.
Provides a monthly audit of supervision.
Develops and disseminates training solutions and related support for each case manager based on issues raised in supervision.
Acts as liaison between case managers and management regarding staff sentiment, areas of growth, and program development.
Provides insight for program expansion based on field observation and audits.
Conducts comprehensive assessments of clients to identify their housing needs, preferences, and eligibility for various housing programs.
Coordinates and collaborate with local housing authorities, property managers, landlords, and community organizations to access housing resources and negotiate suitable housing options.
Stays updated with local housing market trends, availability, and eligibility criteria for different housing programs.
Maintains a comprehensive knowledge of housing laws, regulations, and subsidy programs, such as Section 8, Rapid Rehousing, and Permanent Supportive Housing.
Assists CalAIM team members in completing housing applications, ensuring accuracy and adherence to requirements and deadlines.
Provides advocacy and support for clients in resolving barriers to housing, such as landlord disputes, credit issues, or eviction prevention.
Collaborates with other service providers and community partners to coordinate support services to address client needs, including case management, employment support, and mental health services.
Monitors and tracks client progress in the housing placement process, ensuring timely follow-up and thorough documentation of outcomes.
Collects and maintains accurate data and records of client interactions, housing placements, and outcomes for reporting purposes.
Participates in staff meetings, training, and collaborative efforts with other agencies to enhance housing navigation practices and improve service delivery.
Establishes and coordinates outreach and training events which include the Mobile Wellness Unit.
Establishes and coordinates gatherings with property management to establish and maintain partnerships with property management throughout OC County.
Ensures compliance with program guidelines, contractual obligations, and funding requirements.
Participates in meetings related to program policies, funding, check-ins, and services.
Develops strong community partnerships to support CalAIM programming and its members.
Assures Confidentiality and HIPPA Privacy Rules Compliance.
Other duties may be assigned.