Program Manager

This position focuses on the supervision and coordination of the mobile outreach team and the services provided to and engagement of people at risk for or experiencing homelessness in local hot-spot areas within Luzerne and Wyoming counties. While this position has many administrative responsibilities, the employee should expect to also provide direct service and case management support to those being served. Responsibilities of the employee in this position include oversight of the data collection of the team, orchestration of the outreach schedule, receiving and responding to reports received via the hotline, establishing and evaluating progress towards program goals, etc. The Program Manager also develops and maintains community partnerships and serves as a key representative in the community on behalf of the program.

Scope of Duties:

Demonstrate knowledge and professionalism while interacting with employees, individuals served, partner agencies, and the greater community. Develop trusting relationships with employees and individuals served.

Stay abreast of external resources, information, and tools, including evidence-based practices and other research, to help equip and inform the program’s approach to outreach and/or homeless services generally.

Ensure that the program’s hotline phone is always charged and that the voicemail is able to accept incoming messages. Guarantee that emergency calls are promptly answered and addressed and that all other calls are returned within 24 hours (exceptions for weekends and holidays).

Develop collaborative relationships with outside social service agencies, law enforcement partners, and housing resources to increase community awareness and referral options.

Develop and implement policies and procedures in coordination with the Associate Director of Homeless Services and Area Director.

Create and maintain a routine schedule for the team and ensure mobile outreach is performed daily at local hot spot locations. Interact with and then assess individuals who are potentially facing homelessness who are encountered during outreach. Demonstrate knowledge and professionalism during all encounters.

Rapidly respond to the emergent needs reported by unsheltered individuals and determine the parameters of the services being offered to them by the team. Ensure that all services are delivered in a culturally competent manner.

Perform assessments and complete the proper paperwork as needed. Receive files from the team and review them for accuracy. Enter data collected into the PAHMIS database.

Oversee the professional development of program employees through frequent training opportunities. Ensure training opportunities are strategic based on the team’s identified strengths and weaknesses. Create opportunities for open communication by facilitating weekly client reviews and frequent team meetings.

Inform VOAPA immediately of any emerging potential hot spot areas, changes in trends among the unsheltered, the imminent needs of the encampments, etc.

Communicate effectively with law enforcement, local business owners, and other community members to ensure safety and service continuity for all involved.

Cooperate in the planning of fundraising and community events on behalf of the program.

Engage in public speaking or media relations specific to the program as requested with the prior approval of the Associate Director of Homeless Services and/or the Area Director.

Attend and participate in staff meetings and follow directives accurately.

Attend community-based meetings and provide reports when requested.

Clock in and out daily on Paychex and ensure that correct working hours are submitted to the supervisor. Review and approve employee time cards biweekly.

In situations where policy is questioned or in case of emergency, the supervisor is to be contacted.

Perform other duties as needed.

Hard Skills:

Advocacy – educating entities and organizations about the issues experienced by the community served.

Cultural Competency – understanding the nuances of cultural sensitivities and how they may impact the organization’s delivery of services.

Motivational Interviewing – the use of verbal and nonverbal communication and interpreting social contexts from a strengths perspective to build rapport.

Relational Social Skills – establishing trust and helping employees understand and articulate their needs to overcome barriers.

Diversity, Equity, and Inclusion – the ability to mitigate inequities and reduce barriers to health equity for all.

Strength-Based - must approach relationships from a strengths-based/motivational interviewing and healing-informed approach

ADA Essential Functions:

Regularly required to stand, walk, sit, use hands to handle or feel, reach with hands and arms, climb stairs, talk, hear, and smell.

Must be able to withstand being outside in all weather conditions.

Regularly lift and move up to 50 lbs.

Ability to identify and/or distinguish colors.

Ability to observe an area that can be seen up and down or to the left and right while remaining fixed on a given point.

Credentials/Abilities:

The employee in this position must possess a Bachelor’s Degree related to the human services field and/or at least (3) years of experience in the field of social services. Management experience preferred. A driver’s license is required; the employee will drive for meetings, community events, etc. The employee must possess a strong ability to make immediate decisions when faced with crisis or unusual situations. The employee must have a working knowledge of computer software, specifically Microsoft Office; including Outlook, Excel, and Word, as well as effective written and verbal communication skills.

EEO of "Individuals with Disabilities" and "Veteran Status"/AA

About Volunteers of America of Pennsylvania

Volunteers of America of Pennsylvania’s (VOAPA) ministry of service is to empower vulnerable communities, families, and individuals through support and resources that lead to health and stability. We use evidence-based, data-driven information to develop community-based, contextualized, holistic, and empowering interventions. Our core values are: Person-Centered; Empowering; Community-Based; Responsive. VOAPA has regional offices located in Northeast, Lehigh Valley, Central, and Southwest Pennsylvania Communities.