Program Manager IV

Join our Team! We offer an excellent benefits package.

3 weeks vacation * 12 days sick leave * 13 holidays* medical * dental* vision* life insurance * LTD * AD&D * pension * 403b * catastrophic & accident ins

Program Description: The Programs and Operations Manager leads the Safe Parking and Data teams for Family Housing Network (FHN), a housing program of Catholic Community Services Homeless Services division. FHN provides a continuum of services to vulnerable homeless families and children including, Permanent Supportive Housing, Rapid Rehousing, Coordinated Entry, Safe Parking, and Supportive Services For Veteran Families (SSVF). This position oversees and leads the Safe Parking Program as well as the Data Team. In addition, this position provides operational and clinical support to the Rapid Rehousing, Permanent Supportive Housing, and Coordinated Entry Programs. The Safe Parking Supervisor and the data team directly report to the Programs and Operations Manager. This position ensures that 15 FHN staff-including case managers, program supervisor, program generalists, and periodic interns-have appropriate supervision, training, and support to meet internal CCS and external funder standards and expectations. The Programs and Operations Manager assists staff with problem solving, resource management, and reviewing and auditing case files for ongoing quality assurance and training purposes. The Programs and Operations Manager is responsible for overseeing and evaluating the safety of families and children in the program, providing on-call crisis intervention support to case managers and/or directly to families, and managing program budgets, including temporary financial assistance funds for client needs. The Programs and Operations Manager is responsible for developing and implementing systems that improve the efficiency, qualify, and effectiveness of both services and operations. This position works closely with the Housing Services Director to support the overall objective to achieve identified outcomes toward ending homelessness, while providing strength-based, tailored case management to the families in the Family Housing Network programs.

CCS Homeless Services Philosophy:

In our service to people experiencing homelessness, Family Housing Network provides a variety of housing interventions centered on a core belief: every person has the right to a safe, affordable place to call home. Services are delivered with these core values in mind: Strengths-based, consumer-driven, flexible and responsive, individualized, culturally relevant, and with attention to safety of the family, children, and community.

MAJOR DUTIES AND RESPONSIBILITIES

Family Housing Network Programs Direct Oversight

· In coordination with the Housing Services Director and agency leadership, effectively manages the development and coordinated delivery of services to homeless families for the Safe Parking Program in accordance with the mission, vision, and core values of the Agency. Also stands in when the Housing Services Director is out or unavailable to make informed decisions for contracts and staff needs.

· Responsible for ensuring that the programs operate in accordance with agency policies, procedures; local, state, and federal requirements, and all regulatory obligations

· Supervise the Safe Park Program Supervisor and Data Team, and provide operational and clinical support to Rapid Rehousing, Coordinated Entry, and Permeant Supportive Housing Programs.

· Develop and implement systems that improve the efficiency, qualify, and effectiveness of both services and operations—for example contract review processes, information sharing and storage practices, data driven service and operations changes

· In conjunction with the Housing Services Director, develop FHN case management standards including but not limited to Housing Stability Plan Standards, ideal case management contact guidelines, and other critical components of providing high- quality case management to FHN families.

· Responsible for ensuring that all contract deliverables are completed including data tracking, reporting, response to monitoring, etc.

· Oversees day-to-day program operations and services while supervising and training program staff around specific service related issues.

· Works in collaboration with agency senior leadership in strategic planning, program development, and community relationships

· Promotes a productive, enjoyable, and diverse work environment.

· Ensures adequate staffing, oversees recruitment, hiring, interviewing, and training of open positions.

· Sets up, monitors, and manages program systems such as communication, problem solving, conflict management, program assessment, and implementation.

· Works with staff to develop a coherent, congruent mission focused sense of collaborative teams and workplace community that provides a foundation in which the mission of CCS is best embodied.

Fiscal Management

• Assist in annual budgeting and planning process for FHN annual budgets with Housing Services Director and other program staff.

• Participate in regular budget meetings with Housing Services Director and other staff including CCS leadership, members of the Accounting Department, members of the Operations Team, etc.

• Support in overseeing supply and staffing expenditures at all programs within the Family Housing Network.

• Attend funder meetings with the Housing Services Director.

Customer/Community Relations

· Participates in program related community collaborations and meetings: Maintains collaborative relationships with the Pierce County Coalition to End Homelessness, City of Tacoma, Pierce County

· Improve customer service experience, create engaged customers, and facilitate organic growth.

· Direct oversight of service related issues and resolution

· Develop service procedures, policies and standards and deploy strategies focused towards adhering to those standards alongside Housing Services Director

· Direct oversight of the grievance and complaint response

· Interacts with customers to provide information to address inquiries regarding services through internal grievance and complaint response and through other activities.

· Oversees fact finding investigations and Neighborhood Relations.

· Develop external relationships with appropriate contacts, e.g. IT, accounting department, and human resources.

Services and Supplies Department Management

• In Charge of inventory control and service contractors for FHN. Will lead the team of appropriate program supervisors to receive and record new supplies in support of budget reports. Maintain a good working relationship with supplies by communicating and dealing with concerns or problems, such as a delay in an order being processed. Constant awareness of other available suppliers in the area who may be willing to provide the programs with supplies and services as a better cost.

Safety Management

· Monitors and reports on Safety and Health performance throughout the program

· Ensures that different shelters meet safety and health requirements and apply corrective measures if necessary.

· Creates department policies, investigates cases of accidents, and implements mitigation procedures for Family Housing Network operations.

· Participates in the development of curriculum for trainings for Family Housing Network programs.

· Develop and execute health and safety plans in the programs according to CCS’s guidelines.

· Safety Management Ensures the following:

· Overseeing physical security equipment.

· Reviews departments Incident reports.

· Conducts post-accident investigation & prepares report identifying possible accident causes and hazards for use by CCS personnel and senior management.

· Plans and implements training for employees in work site safety practices.

· Recommend solutions to issues, improvement opportunities or new prevention measures in QI and COG activities

Strategic Planning

· Responsible for planning and directing strategic and long-range goals in partnership with the Housing Services Director and agency leadership.

· Works closely along-side our Grants manager for new funding revenues.

· Conducts organizational reviews to identify strengths and weaknesses and to evaluate operational effectiveness.

· Makes recommendations based on emerging trends, expansion opportunities, competitive threats, viability of outside business partners, and internal business process improvement.

· Responsible for all Emergency Operations. Including overflow operations alongside the Housing Services Director.

Perform other duties as assigned .

I. Minimum Qualifications

· Bachelor’s degree in social services or a related field, or five or more years’ experience in internal shelter operations, with at least three in a supervisory capacity.

· Understanding of problems homeless people often face, including alcohol and drug abuse, mental illness, domestic violence, and long-term homelessness.

· Demonstrated ability to develop and implement policies and procedures that comply with contract requirements.

· Ability and willingness to work in a team environment and promote a positive team spirit.

· Demonstrated strong financial and organizational skills with exposure to non-profit accounting and financial reporting requirements;

· Excellent interpersonal and customer service skills

· Excellent oral and written communication skills

· Strong organization skills and the ability to multi-task and handle multiple priorities under stressful circumstances

· Good computer skills and experience including Microsoft Word, Excel and Access at an intermediate skill level. Database experience.

· Ability to work as a member of a team and support other staff as requested.

· Support and uphold the mission, beliefs and values of Catholic Community Services and Catholic Housing Services and a knowledge of and commitment to working within the Social Teaching of the Catholic Church.

· Support and contribute to a creative, collaborative and respectful environment that promotes teamwork

· Demonstrates the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively in multi-cultural situations

Preferred Qualifications

· Master’s degree or higher in Social Work or a related field.

· 5 Years management experience in a Social Services setting.