Program Services Director

Brief Description

Responsibilities & Duties

Responsibilities

As a member of Gospel Rescue Mission’s Leadership Team, the Program Services Director is responsible for but not limited to the following:

Management of the Program Services Department: Guest Services and Pastoral Services

• Establish and build healthy Christ-honoring relationships with guests and staff while maintaining the Code of Ethics. Responding professionally and ethically, including cultural responsiveness and trauma-informed best practices, is essential.
• Pray with, coach, lead, and develop all Program Services Managers and Staff.
• In collaboration with the Senior Program Director, actively participate and maintain the Standard of Excellence.
• Assist the managers in overseeing, providing guidance, direction, and supervision to both Guest Services Managers, the Pastoral Services Manager, and Children’s Services, and evaluating work performance.
• In collaboration with the Senior Program Director, evaluate and implement the program manual.
• Coordinate ongoing meetings with managers to discuss guest or program services issues.
• On occasion, observe program classes and services to ensure that the teaching and environment are of high standard and effectiveness.
• Ensure the appropriate and successful implementation of the organizational culture, including the vision, mission, and core values.
• Support the Program Director in leading guests in the accountability process.
• Teach devotions or classes as needed.
• Along with the Program Director, monitor and maintain thorough and complete records and ensure compliance with GRM policies, procedures, and web-based guest record system expectations.
• Work in collaboration with GRM Community Partnership Liaison regarding partnership services.
• Monitor budget financial matters, including the approval of department expenditures, in collaboration with the Senior Program Director.
• Develop and maintain positive relationships with outside agencies, referral sources, and partner organizations.
• Help develop and maintain healthy and productive relationships between GRM Teams, including coordinating schedules or activities to meet the needs of other GRM Teams.
• In collaboration with the Senior Program Director, develop and implement service delivery or program service changes.
• Ensure that directives of the Senior Program Director are carried out.
• Communicate and coordinate needs with the Safety and Security Team, reporting and resolving security or safety issues.
• Ensure that staff follows required best practices, such as proper mandated reporting, guest confidentiality and documentation, and notification of child abuse to authorities.
• Intervene in volunteer issues with the program services managers and the Volunteer Team.
• Coordinate and plan staff retreats in collaboration with the Senior Program Director.
• Intervene in guest conflict resolution or unusual guest needs as needed.
• Approve all guest and staff outings and assist when needed.
• Oversee and assist Program Service Managers with developing community service outreach projects.
  
  

Leadership Team Expectations

• Be consistent with meaningful communication. Give recognition and praise. Provide feedback, mentorship, and training. Find ways to foster a sense of community at work. Create a safe space for failure. Provide strong leadership and a clear vision. Hold yourself and others accountable. Demonstrate good problem-solving skills and abilities. Avoid micromanaging – provide empowerment. Be an effective decision-maker/solution provider. Put people first. Be honest. Be dedicated. Uphold healthy work/life balance.
• Provide leadership and supervisory support to Guest Services, Workforce Development, Children Services, and GRM teams.
• Manage, address, and coach team situations and responsibilities in collaboration with the senior director of the program and director of human resources.
• Uphold policy (including vision, mission, and values), applying sound ethical judgment regarding behavior, conduct, and GRM practices; and escalate management and report issues with transparency and accountability.
• In collaboration with the Director of Human Resources and Senior Director of Program, participate in interviewing, hiring, training, evaluating, coaching, recognition, disciplining, and termination of direct reports as necessary.
• Assist the Senior Director of the Program and Executive Team in resolving all complaints from guests, staff, volunteers, and partner/outside agencies or entities.
• Attend professional training and networking opportunities as directed.
• Manage employees’ web-based time and attendance records.
• Support and attend GRM team meetings.
• Provide weekly reports as directed.
• Perform other duties as assigned.
  
  

Strategic Plan Implementation

• Assist managers with establishing and accomplishing goals and objectives for each service area.
• Frequently evaluate the service delivery effectiveness of each service area.
• Coordinate ongoing meetings with managers to review overall service delivery.
• In a moderate to fast pace, achieves weekly, monthly, quarterly, and annual success goals (and others) as approved by GRM benchmarks and strategic plan.
  
  

Employment Status: Full-time exempt; eligible for benefits; eligible for paid time off

Reports to: Senior Program Director

Vacation Level: 3

Requirements

• A degree in Social Services, Behavioral Services, Business Administration, or a related field and advanced specialized certification. 7 years of equivalent experience may count in place of a degree
• 7 years of prior operational experience in the function of, and direct services to the homeless population dealing with addictive behaviors, trauma, and mental health
• 7 years of prior experience in hospitality services; hotel, restaurant, or event planning industries with a high emphasis on customer service
• 7 years of prior operational experience in pastoral leadership, human services, adult vocational services, or social services
• Maintain a valid Arizona Driver’s License and must have a clean driving record
• Bilingual English/Spanish a plus
• Must be an evangelical Christian, living a life dedicated to Christ, and be an instrument of God’s love, grace, hope, and forgiveness to all
  
  

Essential Experience, Skills, and Competencies include but are not limited to 10 years of experience in leading and supporting a team. Ability to develop and execute team initiatives independently as well as collaboratively. Outstanding interpersonal relational skills. Proficient in written communication, reading comprehension, and comprehensive listening skills. Proficient in MS Office and business software, with the ability to quickly adapt to new technologies; familiarity/expertise. Demonstrated leadership ability, confidence, and executive presence - ability to motivate staff while optimizing performance. Forward-thinking with an interest in making a positive impact. Strong focus on continuous process improvement and quality.

Physical Demands

• Ability to travel
• It requires frequent sitting, standing, and walking and lifting, carrying, pushing, and pulling objects weighing up to 50 pounds
• This individual may encounter individuals who are ill and contagious and must take precautions to ensure the health and safety of everyone
  
  

Mental Demands

• The population we serve is typically in crisis. This can cause emotional stress and compassion fatigue. GRM highly promotes employee self-care
  
  

It is the policy of Gospel Rescue Mission to complete a background check, drug test and motor vehicle authorization on applicants in the conditional offer stage.

Employees of Gospel Rescue Mission Choose To Participate in our Grace Based Environment by:

• Role modeling Christ-like attributes and values through our personal actions, words, and attitudes.
• Maintaining a safe, transparent, and healing environment that is based on Grace, Truth, and Love, and encourages trust and authenticity without fear.
• Embracing the accountability process, that leads to self-evaluation personally and for guests.
• Teaching and mentoring guests in every opportunity by using Biblical precepts.
• Building healthy, loving, and compassionate relationships with guests, and staff while establishing healthy and safe boundaries.
• Maintaining a personal lifestyle of integrity, honesty, and responsibility.
• Praying with guests, and staff.
• Agreeing in principle and in practice with the statements of Vision, Mission and Values of the Gospel Rescue Mission of Tucson.
  
  

Summary

Gospel Rescue Mission is a 501 (c)(3) not-for-profit religious organization that provides social service programs to the homeless and working poor populations. Everything we do in this ministry should be centered in the will of God and in honoring the name of Jesus Christ.