Silver Surfers Program Manager

Senior Services of Southeastern Virginia•Norfolk, VA

6d•$51,825 - $61,058•Hybrid

About The Position

The Silver Surfers Program Manager is responsible for the strategic oversight, implementation, and day-to-day management of the Silver Surfers program-an innovative digital inclusion initiative aimed at reducing the digital divide for older adults. This leadership role ensures a person-centered, trauma-informed approach across all phases of the program while supervising Program Navigators, Volunteer Coaches, and community partners to deliver quality, inclusive services. Cultivating an interactive learning experience to promote greater independence for older adults, the Senior Program Manager leads the program planning and design along with daily operations, reporting directly to the Director of In-Home Services.

Requirements

Knowledge of basic office and administrative practices, including organizing information, maintaining records, and supporting program activities.
Basic knowledge of Microsoft Office applications, including Word, Excel, Outlook, and Teams, with the ability to learn agency-specific databases and software.
Ability to provide excellent customer service and communicate effectively and respectfully with older adults, persons with disabilities, community partners, volunteers, and agency staff.
Ability to explain basic technology concepts and assist participants with common digital devices and applications or demonstrate the ability and willingness to learn.
Strong organizational skills and attention to detail, with the ability to maintain accurate participant records, forms, schedules, and program documentation.
Ability to follow established policies, procedures, program requirements, and instructions related to participant services and documentation.
Ability to assist with program activities, outreach events, workshops, and participant enrollment activities.
Ability to communicate effectively, both verbally and in writing, with individuals from diverse backgrounds.
Ability to work collaboratively with staff, volunteers, community partners, and participants.
Ability to maintain confidentiality and exercise sound judgment when handling participant and agency information.
Ability to manage multiple tasks, prioritize assignments, meet established deadlines, and work independently with appropriate guidance.
Ability to travel to community and partner locations as required to support program activities.
Required Bachelor's degree in business, management, public administration or related field from an accredited college or university
Minimum of 2 years' experience in community-based services/human services
Supervisory experience required
Must possess a valid driver's license, auto insurance, good driving record, and acceptable criminal background check.

Responsibilities

Lead the planning, coordination, and execution of all program phases for participant experience
Support established program goals, deliverables, timelines, and performance benchmarks.
Develop and refine participant and coach-facing curriculum content, materials, and resources as needed.
Ensure use of programmatic forms to include evaluation tools (pre, post, and follow-ups at 30, 60, and 90 days).
Apply program procedures and, with training and guidance, maintain alignment with applicable Older Americans Act assistive technology service requirements.
Directly supervise team members (including volunteers assigned to program) and oversee coach training and engagement.
Guide staff and volunteers in the delivery of trauma-informed, person-centered service.
Provide onboarding, ongoing training, and performance evaluation for assigned team members.
Assist with and ensure program team meets recruitment, enrollment, and retention goals.
Assist with outreach activities designed to recruit and engage older adults, particularly individuals in underserved communities.
Maintain positive working relationships with community partners and assist with coordination of program activities at partner locations.
Represent the program at community events, meetings, workshops, and other activities as assigned.
Maintain accurate participant, volunteer, outreach, and program records in accordance with program standards and Agency procedures.
Lead program registration, tracking, database entry, and reporting.
Support program evaluation and preparation of outcome summaries and other program documentation.
Provide routine reporting, monitor budget and expenditure tracking for dept. leadership and Grants Admin. needs
Follow applicable funder requirements, agency policies, and program procedures with training and guidance.
Lead tracking program performance measures, milestones, and grant deliverables.
Lead preparation of progress reports, outcome summaries, and other documentation for supervisory review.
Maintain organized program records and assist with audits, monitoring visits, and other compliance activities as needed.