Residential Housing Program Manager

Saint Francis House Inc•Boston, MA

1h•Onsite

About The Position

The Program Manager provides leadership and oversight of a Permanent Supportive Housing (PSH) program serving individuals and families transitioning from homelessness. Rooted in the mission of St. Francis House, this role ensures a safe, dignified, and community-oriented living environment while promoting long-term housing stability. The Program Manager supervises Awake Overnight Counselors and the Residence Life Coordinator, oversees enrollment into internal/external services, and serves as the primary liaison with property management and security to support lease-up efforts and building safety.

Requirements

Excellent verbal and written communication skills.
Strong organizational, planning and time management skills.
Ability to work in a team environment with shared responsibilities and decision-making.
Knowledge of community resources such as housing options, behavioral health, and benefits and services for low-come, hard-to-reach, and vulnerable populations.
Ability to work in a variety of settings with culturally diverse persons and communities with the ability to be culturally sensitive and appropriate.
Strong ability to effectively resolve and cope with immediate conflict and/or crisis situations.
Proficient use of computers, basic Microsoft Office software and any other database software(s) used to track work outputs and run reports.
Excellent leadership skills with a hands-on, lead-by-example work style.
High School Diploma or equivalent required.
5 years’ experience working in a non-profit, direct care setting serving vulnerable populations.
Experience working with homeless individuals and/or stabilization case management in a direct care or supervisory/management role.
Supervisory experience demonstrated skills in staff coaching, team building, and training.

Nice To Haves

Bachelor’s degree in human services related field a plus.
Lived experience with homelessness and/or recovery a plus.

Responsibilities

Provide day-to-day oversight of program operations to ensure alignment with Saint Francis House mission, values, and service model
Ensure compliance with billing requirements, funder expectations, and internal policies
Monitor program performance, maintain accurate reporting, and support continuous quality improvement
Promote a Housing First, trauma-informed, and harm reduction approach across all services
Provides constructive and timely performance communication.
Handles progressive warning and recommends termination of employees in accordance with agency policies/procedures.
In conjunction with the Director of Residential Services, designs, develops, and implements management practices and protocols of the Residential Services of LaGrange including but not limited to program guidelines, funding requirements and outcomes.
Serves as first point of contact for property management in all housing services matters needing supervision or intervention, providing consistent supervision and constructive feedback to direct reports.
Intervenes in escalated and/or severe crises needing a supervisor, balancing the need for safety for all involved. Seeking appropriate assistance from emergency services as needed.
Works in collaboration with the property manager to develop resolutions and address any issues related to lease violations, evictions, unusual and/or severe property damage, and complaints regarding housing services.
Ensure all resident files, including electronic and paper, are accurate, up to date, and adhere to any government or agency documentation requirements.
Establishes and monitors recordkeeping protocols, implementing program quality assurance practices regularly.
Acts as the primary point of contact during monitoring visits by funders. Ensures all contract requirements are met.
Provides input on the creation of the residential services budget. Monitors property management costs to ensure spending is within budget. Submits monthly expenditure tracking to Director of Residential Services
Works with Clinical Supervisor and Director of Residential Services to ensure timely reports are complete and available for the finance department, funders and other stakeholders including but not limited to Quarterly Performance Reports, Annual Performance Reports, Ad-hoc Reports, Board Report and Management Reports.
Ensures program compliance in accordance with all applicable laws, regulations, and contractual requirements.
Serves as liaison between the referral agencies, property management, security, service agencies and other stakeholders for Residential Services and develops a positive relationship with community partners.
Acts as the agency’s subject matter expert on supportive housing and contributes insights and resources to SFH staff as needed.
Represents agency at community events and meetings and serves as the Residential Services primary contact.
Works collaboratively within the larger management and leadership teams at St. Francis House to provide integrated services that aligns with agency priorities and values.
Applies a Recovery Oriented, Person-Centered, and Trauma-Informed approach to the programming and supervision adopting key best practices such as Motivational Interviewing and Harm Reduction.
Is available for on-call guidance, supervision, and emergency response on a rotating schedule with other housing team leaders.
Adheres to agency code of conduct.
Performs other duties as assigned.