Program Manager

Job Title: Program Manager

FLSA Status: Full Time - exempt
Reports to: Family Housing Director

Schedule: 40 hours weekly
Supervises: Lead Access/Intake Case Manager, Access/Intake Case Manager, Lead Resource Case Manager, Resource Case Manager, EOC Contract Manager, On-Call Case Manager

Rate of Pay: $64,000.00 annually

Closing Date: 4/15/2026

Benefits: Standard; Full-Time, Exempt employees are eligible for but not limited to the following:

• Health, vision, dental, life as well as voluntary life and disability insurance
• Sick leave benefit – 1 day per month, 12 sick days per year (accrual and availability begins at hire)
• Vacation benefit – 20 vacation days per year, accrued at the rate of .0769 hours for each hour worked (accrual begins at hire but may not be used until the completion of six months of employment)
• One floating day off for use (accrued immediately, and again annually, but may not be used until the completion of the initial three-month introductory period of employment)
• Pension Plan (after one year of continuous service)
• Voluntary Tax-Deferred Annuity Plan (403(b)plan)

Position Summary

The Connection Center Program Manager supports the provision of social services in Denver Metro and throughout the Intermountain Division by managing the call center, customer service focused workforce development program, utility assistance and the Denver Metro family shelter access point. The Connection Center operates from 7:00am to 9:00pm Monday through Friday, Saturdays and Sundays 8:00am to 12:00pm, The Salvation Army holidays 10:00am – 2:00pm, and other hours as agreed upon when the City of Denver activates for cold weather vouchering. It serves as a front door for families experiencing homelessness, it also serves individuals and couples. The center ensures that households calling into the center are connected to appropriate resources in the community through triage, assessment, and internal or external referrals; some households are provided ongoing case management support until connected with housing. The Manager ensures the team utilizes best practice approaches of progressive engagement, diversion, rapid resolution, and eviction prevention strategies, as well as high quality customer service. The Manager is responsible for managing and training staff, producing reports to promote program services and efficacy, collaboration with community organizations, and other duties as assigned, to support the goals of The Salvation Army’s Connection Center.

Duties and Responsibilities

A. Program Management and Oversight

• Assist with oversight, vision, and direction of all components of the Connection Center, Family Shelter Access & Intake, Energy Outreach Colorado and Customer Service Workforce Development programs.

• Facilitate program monitoring and improvement to ensure the highest quality service provision, while in alignment with The Salvation Army’s Denver Metro Social Services mission.

• Collaborate with other TSA staff in grant writing, grant billing, and managing grants/contracts that fall under the Connection Center.

• Assist with program budget administration, including monthly, quarterly, and yearly budget planning.

• Provide oversight to accounting processes, including approving check requests and reconciling monthly grant billings.

• Lead policy/procedure development and monitor to ensure the implementation of program policies and procedures.

• Responsible for the appropriate management of HR issues, hiring, termination, and approving and submitting time sheet and time off requests for Connection Center employees.

• Assist with implementing emergency housing assistance to community at large.

• Address Connection Center and staff or client grievances.

B. Manage and Train Staff, Volunteers, and Workforce Development

• Responsible for the effective management of HR issues including, but not limited to: hiring, discipline, termination, and timesheet management of Connection Center employees/volunteers/trainees.

• Training and task supervision of team including staff workforce development trainees.

• Develop training curriculum and videos.

• Provide or ensure training for all new systems/processes for staff and volunteers.

• Ensure staff documentation is correct.

C. Reporting

• Work with the Connection Center and social services staff to prepare monthly statistical reports as required for various contracts, program monitoring, and evaluation.

• Ensure timely reporting as outlined in program contracts and grants.

• Produce efficacy reports in HMIS and WellSky Databases

• Other data collection projects as requested

D. Community Partnership and Collaboration

• Facilitate relationships with outside agencies, business, faith-based communities, and government agencies as they relate to the Connection Center program which includes:

• Represent TSA and ensure adherence to all OneHome, MDHI, ESG, HOST, EOC and all other collaborations and funding sources including grant management.
• Represent TSA and support the objectives of the Family Shelter Access & Intake program in a collaborative and community building approach with community partners.
• Maintaining records and filing reports.
• Facilitate collaboration with HOST and other partners to ensure cold weather vouchering for families, per the HOST grant contract.

E. Special Projects

• Assist supervisor with other special assignments and projects. In some cases, whole projects may be assigned, in other instances only selected aspects of a project may be assigned.

• Assist with serving high need or escalated clients.

• Provide information about community resources for other The Salvation Army departments.

• Performs other duties as required.

Education/Experience

• Master’s degree in social work or related field required. Baccalaureate degree or equivalent experience, including three years each of supervisory and program management experience, may be accepted in lieu of a masters degree.
• Two years of experience providing casework services.
• Two years of supervisory experience.
• Experience working with individuals from a variety of backgrounds and educational levels.
• Previous experience with HMIS and human services databases, preferred.

Skills

• Commitment to the mission of The Salvation Army
• Strong communication and people skills
• Demonstrated history of providing professional, effective case management services
• Competence in providing a positive, solution-focused approach to working with troubled program participants
• Able to conceptualize, teach and model case management skills, including motivational interviewing and trauma informed care.
• Experience providing supervision to staff
• Software-related skills: Computer proficiency with Microsoft Word and Excel. Working knowledge of integrated database applications and ability to use new software programs with basic training.
• Desire to serve others by building on their strengths
• Competence in working independently within clear parameters in a team environment
• Supportive of The Salvation Army’s mission
• Able to reflect and model the high standards of our organization
• Supportive of The Salvation Army’s mission
• Able to reflect and model the high standards of our organization

Requirements

• Driving

If the position requires driving:

• The employee must be 21 years old at minimum (for insurance provision) and possess a valid in-state driver’s license
• An MVR will be processed every year in accordance with The Salvation Army’s policies

• Background Check

• Continued employment will be contingent upon a biennial (every two years) background check that is processed in accordance with The Salvation Army’s policies

• Physical

• Ability to maneuver, to remain in a stationary position, to grasp, push, pull, and reach overhead, to lift 25 pounds, to access and produce information from the computer, to operate telephone, to understand written information
• Qualified individuals must be able to perform the essential duties of the position with or without accommodation. A request to modify or adjust these requirements may be made to your supervisor and HR. The Salvation Army would attempt to satisfy requests if the accommodation needed is reasonable and presents no undue hardship.