The Program Manager provides operational oversight to shelter sites serving homeless families. S/he supervises a team of supervisors, family case workers and direct care staff who work both on-site at residential family shelters and also who perform outreach to scattered-site single-family shelter units. S/he works within the Agency’s team model, establishing open communication, support, and accountability among co-workers.

Responsibilities

• Orientation, training, and supervision to a team of rehousing/case management and direct care staff
• Coordinates and implements program-wide initiatives and programming under the supervision of the Asst. Director
• Monitors site compliance with contracted rehousing, case management, and database management activities
• Engages in risk management for the site and responds as needed to crises
• Interacts with families in order to assess their needs, provide information, respond to their concerns, discuss problems, and encourage growth and development
• Assists in team-building efforts across Homelessness Services programs, Home-BASE Stabilization, EA Prevention and Diversion
• Adheres to program procedure manual and assists in its ongoing review and development
• Provides clinical supervision to supervisors, family case workers and direct care staff
• Participates in recruitment, hire, and onboarding of new supervisors, family case workers and direct care staff; implements corrective and disciplinary action as needed and under the supervision of the Asst. Director
• Participates in program management meetings
• Delivers services to any client on site in the event that the assigned staff is unavailable
• Participates in on-call system to ensure staff coverage and resolve crises
• Schedules site’s staffing according to contract guidelines and health and safety considerations
• Approves or denies vacation and time off requests according to program policies and in response to the needs of the site
• Arranges coverage in the event of staff call-out
• Cooperates with administrative staff in approving or denying overtime requests according to program policies
• Staffs a given shift/position in the event of unresolved staffing shortage for any reason (staff call-out, illness, emergency, etc.)
• Maintains awareness of, and liaises with CHD maintenance department and/or property Management Company regarding, facilities repair and maintenance issues
• Assists compliance staff in maintaining family records, both written and electronic, according to the funder guidelines
• Coordinates operational processes with administrative staff, vehicle access, supplies ordering
• Maintains personnel records in accordance with standard format and timetables
• Conducts regular team supervisions and staff meetings
• Actively participates in bi-weekly supervisory meetings with Asst. Director works within processes and procedures of referral source
• Represents agency in communication with outside providers and family supports as needed
• Strengthens working relationship with significant resources in family’s support network, HAP Housing, New England Farm Workers, Department of Transitional Assistance
• Able to react to change productively and to handle other tasks assigned due to changing environments
• Seeks and uses training opportunities external to the Agency
• Attends Agency-required trainings
• Knowledge of families behavioral dynamics
• Knowledge related to rehousing support and general case management
• Ability to motivate, direct, and supervise individuals and groups
• Ability to respond effectively to crisis

Requirements

• Bachelor’s degree in related field preferred
• Knowledge related to rehousing support and general case management
• Valid driver’s license; reliable transportation
• Will be required to pass First Aid and CPR certification
• Physical and mental demands are located at end of job description