Quality & Program Performance Manager

Job Title: Quality & Program Performance Manager

Department: Programs

Reports To: Vice President of Programs

FLSA Status: Exempt | Full-Time | non-bargaining

Salary: $60,000 - $70,000 (Compensation is commensurate based on experience, skills, education, and training.)

Location: On-site – La Casa Norte, Chicago, IL

Position Summary

La Casa Norte is seeking a mission-driven, data-savvy leader to serve as the Manager of Quality & Program Performance. This is a management-level position responsible for leading the organization’s efforts to evaluate program effectiveness, ensure contract compliance, and drive strategic improvements in service delivery across all program areas.

This role sits at the intersection of quality assurance, program analytics, risk mitigation and organizational leadership. It partners directly with the Vice President of Programs, Program Directors, and frontline managers to develop and execute systems that enhance impact, track outcomes, and promote accountability to internal and external stakeholders. The Manager will also serve as a liaison to the Board of Directors and lead the Board’s Ad-Hoc Committee on Program Evaluation, providing thought leadership on performance strategy and continuous improvement.

Key Responsibilities

Program Oversight & Management Policy Implementation

• Lead the development and implementation of organization-wide policies and procedures related to quality assurance, program fidelity, and performance standards.
• Exercise independent judgment in developing corrective action plans and recommending operational adjustments to senior leadership.
• Conduct regular and mock audits of client files, case notes, assessments, and database entries; use findings to develop program improvement plans and ensure fidelity to service models and contract requirements.
• Coordinate internal quality reviews with Program Directors and develop action plans for continuous improvement and model compliance.
• Develop and maintain quality standards, review tools, and program fidelity checklists across all program areas (housing, youth, workforce, health, and education).
  
  

Strategic Performance Management

• Develop KPIs and metrics in partnership with senior management.
• Independently interpret and analyze data to inform executive-level decisions on program continuation, redesign, or resource allocation.
• Serve as the lead internal consultant on program evaluation and policy execution, with authority to make recommendations that shape agency operations.
• Design and manage dashboards, KPI scorecards, and reporting templates to track progress toward outcomes and contractual goals.
• Prepare and present the agency’s annual performance report for internal and external stakeholders.
• Serve as the internal lead for producing La Casa Norte’s annual program performance and quality assurance report, inclusive of compliance trends, audit findings, and continuous improvement initiatives.
• Serve as the primary liaison to external oversight and reporting agencies—including DFSS, IDHS, DCFS, CHA, HUD, and other regulatory or funding bodies—ensuring timely submission of required reports, coordination during audits and investigations, and full compliance with all corrective actions, follow-up requirements, and documentation standards.
  
  

Confidential Leadership & Board Engagement

• Act as a key advisor to the VP of Programs and CEO on confidential programmatic performance matters that may impact funding, staffing, or strategic direction.
• Prepare confidential performance analyses that identify patterns of underperformance or excellence in programs to inform strategic decisions related to program expansion, program reductions, staff reassignment, promotions, and progressive discipline.
• Serve as primary staff liaison to the Board’s Ad-Hoc Committee on Program Evaluation.
• Present sensitive performance data and analysis to the Board and executive leadership.
  
  

Training & Supervisory Influence

• Provide oversight and technical guidance to frontline and managerial staff on performance-related procedures.
• Track staff retraining needs based on audit findings and collaborate with the Vice President of Programs to implement corrective training protocols or disciplinary measures to ensure compliance with program standards and contractual requirements.
• Contribute to hiring, discipline, and evaluation decisions by supplying performance-based input to program supervisors.
• Lead training initiatives focused on data integrity, quality improvement, and organizational learning.
• Train new and existing staff, including managers—on quality assurance practices, documentation standards, and effective use of data systems (HMIS, ClientTrack, and other reporting tools).
• Conduct targeted retraining as needed to maintain compliance, address audit findings, and ensure data accuracy.
  
  

Qualifications

• Bachelor’s degree required, Master’s in Public Administration, Social Work, Public Health, or related field preferred.
• Minimum 4 years of experience in nonprofit program evaluation, performance management, or compliance oversight, including 2 years in a managerial or leadership capacity.
• Demonstrated ability to work across departments and influence without direct supervisory authority.
• Knowledge of data systems such as HMIS and ClientTrack; strong Excel skills and familiarity with data visualization tools (e.g., Tableau, Power BI) a plus.
• Exceptional communication and facilitation skills, including comfort presenting to executive leadership and Board members.
• Commitment to La Casa Norte’s mission and values, with a deep understanding of trauma-informed, housing-first, and culturally responsive service models.
  
  

Compensation And Benefits Package Includes

• Paid Time Off: 14 vacation days per year.
• Personal Days: 7 personal days per year (may be carried over into the following year but must be used by December 31 of that year).
• Holidays: 10 paid holidays annually.
• Sick Leave: 6 sick days per year (up to 20 hours of unused sick time may be carried over year to year).
• Health Insurance: Medical coverage through Blue Cross and Blue Shield of Illinois (HMO or PPO options available).
• Dental and Vision Insurance: Comprehensive coverage options available.
• Retirement Savings: 403(b) retirement savings plan.
• Life Insurance: $25,000 in basic term life insurance (provided at no cost to the employee).
• Disability Insurance: Long-term disability insurance (provided at no cost to the employee).
• Flexible Spending Accounts (FSA): Options for pre-tax savings on eligible healthcare, transit, and dependent care expenses.
• Employee Assistance Program (EAP): Confidential support and resources for employees.
• Payroll: Direct deposit payroll for convenience.
  
  

Work Environment & Requirements

This is a full-time, on-site position based at La Casa Norte, with regular presence required at program locations. May occasionally work evenings or weekends to meet reporting deadlines or attend Board/committee meetings. Ability to lift up to 25 pounds, navigate multiple floors and buildings, and sit or stand for prolonged periods as needed.

Union Status

This is a non-bargaining, managerial/confidential position. The employee in this role will have access to confidential management and programmatic information, serve in an advisory capacity to senior leadership, and participate in the development and implementation of agency policies. This position is excluded from any collective bargaining unit.