Program Services Manager

SUMMARY OF DUTIES

(Responsibilities to include but not limited to the following)

Program Management

• Assess program applications to determine participant eligibility and placement within Keyway-run housing.
• Collaborate with the Application Review Team to gather applicant information and manage application records.
• Conduct on-site eligibility and needs assessments for prospective applicants at local courthouses and detention facilities.
• Coordinate with court stakeholders (e.g., judges, public defenders, probation officers) to gather collateral information, determine program fit, and expedite referral and placement decisions.
• Oversee participant admissions, discharges, and communication during the application and enrollment process.
• Investigate and resolve participant grievances.
• Ensure case management services and documentation comply with internal policies and funder requirements.
• Coordinate and oversee all aspects of the Emotional Wellness program to ensure it meets participant needs and organizational goals.
• Maintain a supportive and sober environment, including overseeing drug/alcohol testing, medication control, and incident responses.
• Ensure the accuracy and maintenance of case management documentation, reporting, participant files, and compliance with site visit requirements.
• Maintain proper documentation to support billing processes.
• Monitor participant adherence to program guidelines, address non-compliance, and document activities for accountability.
• Facilitate case staffing and evaluate program performance, identifying areas for improvement.
• Ensure proper submission of documentation and data for external funding.
• Monitor compliance with participant program fees and savings agreements.
• Collaborate closely with the House Operations Manager to ensure quality care delivery.
• Attending court hearings with participants and advocate on their behalf.
• Screen participants either at local jails or courthouses to assess eligibility and housing needs.
• Coordinate emergency placements from local jails to Keyway housing, ensuring seamless transitions for participants.

Staff Management

• Recruit, manage, and motivate a professional team of case managers, behavioral health specialist, and vocational specialist.
• Oversee the hiring process, including conducting interviews and making recommendations.
• Work with the Organizational Development Specialist to train and orient new employees.
• Develop staffing schedules, approve time off requests, and review payroll.
• Provide feedback and evaluation on performance expectations, file management, and service delivery.
• Organize ongoing staff training and continuing education in collaboration with the Organizational Development Specialist.
• Lead monthly team meetings and attend house monitor meetings.
• Handle on-call responsibilities, assist during crises, and coordinate with emergency personnel when needed.

Other Duties

• Perform assessments in field settings (e.g., courthouse, jail) as needed.
• Maintain participant confidentiality and follow established guidelines.
• Act as a member of the on-call team and rotation.
• Participate in staff training and development opportunities.
• Perform additional duties as assigned by leadership.

SUPERVISORY RESPONSIBILITIES

The Manager of Case Management Services supervises the following roles:

• Case Managers
• Behavior Health Specialist
• Vocational Specialist
• Supervision of Practicum Students as necessary.

KNOWLEDGE, SKILLS, and ABILITIES:

Education:

• Master’s degree or equivalent experience required.

Experience:

• Minimum of 2 years of management experience, with preference for residential settings.
• Training in trauma-informed care, motivational interviewing, mental health first aid, or conflict resolution preferred.
• Familiarity with case management databases preferred.

Additional Requirements

• Clinical license required
• Frequent local travel to courts and detention facilities; ability to comply with facility entry and safety protocols.
• Excellent communication and customer service orientation skills for engaging with diverse populations, including participants and team members.
• Professional demeanor and approachable communication style
• A compassionate demeanor with a commitment to healthy interpersonal boundaries.
• Strong leadership, problem-solving, and conflict management skills.
• Ability to multitask and adapt to a dynamic, 24/7 operational environment and remain effective.
• Detail-oriented with strong organizational and planning skills to ensure task completion.
• Proficient in basic computer usage with proficiency in Microsoft Word, Excel, and Outlook.
• Collaborative and independent working ability
• Possess a valid Class E driver’s license or be willing to obtain one within 1 month of hire.
• Have a safe driving record and ability to operate a vehicle to transport participants as required.
• Provide a Motor Vehicle Record and valid car insurance for personal vehicles yearly or as needed.

WORKING RELATIONSHIPS

• Daily communication with the Case Management team.
• Regular communication with the Director of Programs.
• Close collaboration with the House Operations Manager and Team.
• Close collaboration with Emotional Wellness Team.
• Regular interaction with community partners.

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Adaptability to a dynamic work environment while prioritizing personal and team well-being.
• Comfortable working in an environment with moderate noise levels and frequent interruptions.
• Potential for moderate eye strain due to documentation and computer work.
• Physical stamina to perform tasks that may include walking, stair climbing, moderate pushing, pulling, kneeling, stooping, bending, and lifting.
• Flexibility to work evenings and weekends as needed.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $55,000 - $65,000