Program Manager (Homeless Services) - Union Station Homeless Services

Salary Range: $67,200 - $70,000

FLSA-Status Management, Exempt

Location:Varied in Southern California, Locations Include the following.

• Pasadena
• Altadena
• Eagle Rock
• El Monte
• El Sereno
• Irwindale
• Pomona

Benefits:

• 5 Paid Flex Days
• 13 Paid Holidays
• 12 Paid Vacation Days
• Medical, Dental, Vision Insurance
• 403b Account Match

Summary:

Supervises human services staff assigned to programs in outreach, case management, housing navigation, employment, interim and permanent housing.

General Description

Positions allocable to this supervisory class report to an Associate Director and have responsibility for planning, assigning, evaluating, and supervising program staff assigned to perform outreach, case management, housing navigation, employment, interim and permanent housing support services. At this level, position incumbents exercise strong planning, interpersonal and communication skills in order to manage, coach, develop, and hold staff accountable. Position incumbents serve as a primary technical resource to staff on the full range of program policies, standard operating procedures, protocols and incident reporting requirements within their areas of assignment. Assignments also require position incumbents to prepare written materials, such as standard operating procedures, performance evaluations, disciplinary actions, and interoffice transmittals using software such as Google Workspace, MS Word and Outlook, etc.

Program Managers are also required to provide direct case management support, use discretion and care in the handling of confidential and sensitive client information, and coordinate with law enforcement and emergency personnel in response to incidents involving client threats and physical violence or requiring medical attention. At this level, position incumbents are required to possess thorough knowledge and skill in the application of best practices in case management and documentation. Assignments involving multidisciplinary team oversight require incumbents to possess a post graduate degree in a social work-related field or certification in alcohol and drug counseling. Program Managers are expected to demonstrate strong problem solving, reasoning and de-escalation skills in order to quickly assess and diffuse conflicts involving employee relations, client and/or tenant-landlord relationships.

At this level, position incumbents handle a variety of administrative assignments in areas such as safety and compliance, workforce engagement, contracts management, policy development, and training requiring reading comprehension, analytical, written and verbal communication skills.

EXAMPLES OF DUTIES: GENERAL MANAGEMENT

• Supervises and evaluates program staff involved in homeless outreach and support services, while training them on policies, procedures, crisis intervention, and mandated reporting to ensure effective client services.
• Administers key people management activities, including hiring, performance evaluations, coaching, attendance management, and disciplinary actions, while also responding to grievances and termination appeals per established procedures.
• Oversees the accurate and timely preparation and submission of facility operation reports, including weekly, monthly, quarterly, and annual program and fiscal reports, while conducting quality assurance reviews of case files for compliance and outcome tracking.
• Provides ongoing consultation and education related to supporting participants who have experienced trauma and/or complex medical or mental health conditions, including the development of strategic interventions in partnership with the participant’s treatment team.
• Consistently role models, teaches, and partners in interventions that are person-centered, in alignment with current best practices, and support the models of Harm Reduction, Housing First, and Trauma Informed Care.
• Provides direct interventions, including clinical services, with clients as needed.
• Attends funder required meetings, case conferencing, and training sessions and ensures that staff are current on required trainings.

EXAMPLES OF DUTIES: PERMANENT SUPPORTIVE HOUSING

• Assesses referrals to determine program eligibility and ensure proper intake documentation.
• Coordinates administration of rental subsidy with Public Housing Authorities, including reviewing applications, communicating with landlords, arranging unit inspection, and facilitating move-in.
• Oversees the planning and preparation for tenant move-ins, including but not limited to submitting check requests for security deposits and rental assistance, purchase of furniture goods and basic household items.
• Monitors the accuracy and adequacy of the documentation that establishes the client’s eligibility for services and the provision of services required by the Federal Department of Housing and Urban Development regulations and guidelines and other funders for all PSH Programs.

EXAMPLES OF DUTIES: INTERIM HOUSING

• Manages the acceptance, screening, and processing of referrals received through the Coordinated Entry System (CES) with support of appropriate referring staff.
• Oversees the intake and enrollment of eligible clients, including, as needed: assisting clients with gathering program eligibility documentation, completing program intake forms, and gathering documentation needed for permanent housing connections.
• Oversees perimeter inspections to ensure they are completed in accordance with established procedures and monitor security issues, safety hazards, health and fire code violations, and maintenance repair needs.
• Establishes internal controls to ensure compliance with interim housing facility policies and rules by monitoring client behavior, addressing violations, and following termination procedures as needed to maintain a safe and healthy living environment.

EXAMPLES OF DUTIES: FAMILY SERVICES

• Collaborates with funders and stakeholders as the Lead Agency for the Family Coordinated Entry System in SPA 3, including Domestic Violence providers and partners.
• Monitors Family Solutions Center Call Log, including referrals from 211 and DPSS, facilitates the usage of screening and triage tools to determine vulnerability, assists households with collecting documents necessary for housing, and provides linkage to ongoing supportive services.
• Oversees provision of Problem-Solving, Prevention, Crisis Housing, Housing Navigation, Time Limited Subsidies, and financial assistance administration activities available under the different contracts.
• Engages and maintains rapport with landlords to ensure timely communication related to unit availability, owner verification, unit inspections, and rental payments.

EXAMPLES OF DUTIES: SOURCES CAREER DEVELOPMENT

• Acts as the primary contact to program funders such as Los Angeles Homeless Services Authority (LAHSA).
• Supports team to identify clients’ skills to create a personalized action plan for obtaining clients’ career goals in the future, as needed.
• Create opportunities with the team for continued vocational counseling to current clients, retention clients, as needed, assisting with obstacles and facilitating attainment of goals.
• Supports team to assist clients in completing job applications, developing resumes, writing cover letters and completing other employment documents.
• Supports team to assist clients in identifying and overcoming barriers to employment, addressing difficult questions and developing quantifiable selling points to market themselves to employers.

EXAMPLES OF DUTIES: HOUSING NAVIGATION

• Partners with Care Coordination team to manage referrals and warm hand-offs.
• Partners with Housing Location team to support landlord engagement and retention efforts in SPA 3.
• Collaborates with management team to address tenant/landlord conflicts and identify risk mitigation solutions. Accesses legal services referrals when necessary.
• Collaborates with the management team, Programs Financial Services, and Finance teams to process and track unit assistance requests, ensure due diligence regarding property ownership verification and housing inspections, and monitor spending.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong planning, time management, and delegation skills in order to effectively organize, assign, control, and evaluate operational and workforce activities.
• Strong interpersonal and people engagement skills in order to interact with employees, clients, community partners, funding source representatives, etc.
• Ability to make informed decisions under various conditions, including high pressure incidents, using critical thinking and reasoning.
• Ability to assert authority with tact, diplomacy and collaboration in order to effectively address and resolve situations involving employee or client violations of policies and procedures.
• Ability to remain calm and composed in challenging situations involving client interactions, medical emergencies, and incidents requiring law enforcement intervention.
• Ability to demonstrate sensitivity to diverse cultural backgrounds, mental health needs, substance use, and other individual circumstances affecting homeless populations in order to engage clients with respect and compassion.
• Strong written and oral expression skills in order to effectively communicate in writing and/or via in-person verbal interactions.
• Possess valid California driver's license and have access to properly registered vehicle required.

Essential Physical Characteristics

The physical characteristics described here are representative of those that must be met by an employee to successfully perform the essential job duties of this classification. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions of a job, on a case-by-case basis.

• Continuous: walking, standing, bending and twisting of neck, bending and twisting of waist, squatting, simple grasping, reaching above and below shoulder level, and lifting and carrying of materials over 25 pounds.
• Frequent: sitting, repetitive use of hands to operate computers, printers and copiers.
• Exposure to outdoor weather, noise, dust, fluctuating temperature, and Lighting.

Workplace Hazard Exposure

The workplace hazard exposure conditions described here are representative of those that an employee may likely encounter in the performance of the essential job duties of this classification.

• Exposure to potential physical and verbal attacks by clients
• Death threats
• Exposure to controlled substances and paraphernalia
• Exposure to fumes from controlled substances
• Exposure to smoke from cigarettes
• Exposure to communicable diseases, such as tuberculosis, scabies, lice
• Exposure to clients using weapons, such as knives and guns
• Exposure to bed bugs
• Exposure to the sun and heat
• Exposure to vicarious trauma
• Exposure to vehicle traffic conditions
• Exposure to bodily fluids (urine, blood, saliva, and fecal matter)
• Exposure to dog bites

EDUCATION, TRAINING AND EXPERIENCE

Option I: One year of experience planning, assigning, managing, and evaluating the work of staff engaged in case management activities involving people experiencing homelessness, or at risk of being homeless, including working with people experiencing chronic health issues, mental health needs, or with histories of substance use.

Option II: Two years of experience providing case management support to people experiencing homelessness, or at risk of homelessness, including working with people experiencing chronic health issues, mental health needs, or with histories of substance use.

Option III: Two years of experience in a lead capacity assisting supervisory or management staff with planning, assigning, managing and evaluating the work of staff engaged in activities involving people experiencing homeless, or at risk of being homeless, including working with people experiencing chronic health issues, mental health needs, or with histories of substance use.

DESIRABLE QUALIFICATIONS:

• Undergraduate or post graduate degree in psychology, sociology, or social work.
• Bi-lingual English/Spanish speaking skills.

PREEMPLOYMENT BACKGROUND CHECK

Following an offer of employment, all candidates will be required to pass background check consisting of a criminal and references check.