Program Manager

Position Summary and Primary Duties

Under direction of the Director of Programs, responsible for all programs and advocates involving the Women’s Center of East Texas (WCET) main office and the provision of non-residential services for survivors of domestic violence and sexual assault from a client-centered philosophy. Identify the needs of the programs and ensure compliance with requirements set forth by agencies funding the programs.

Essential Duties

The following are the duties and responsibilities associated with the position. Reasonable accommodation will be provided, as needed.

• Ensure clients are supported through trauma-informed, client-centered care and empowerment, domestic violence education, and physical and mental health services.
• Supervision of non-residential advocates, hotline advocate, and youth advocate.
• Ensure appropriate coverage at WCET’s non-residential service site, including directly providing client services as needed.
• Lead non-residential advocates by demonstrating all job duties, offering appropriate guidance and training, modeling healthy boundaries and unconditional positive regard for all clients.
• Ensure that clients are served in compliance with grant and regulatory standards and in accordance with WCET’s client-centered philosophy.
  • Assist all clients, as needed, by coordinating with other agency resources and departments according to clients’ self-identified needs and desires.
  • Oversee and demonstrate case management for all clients in collaboration with advocates.
  • Lead and support non-residential advocates to encourage and support clients’ scheduling of advocate appointments and assisting them in attaining their self-identified goals.
• Work closely with the Director of Programs to ensure that all advocates are appropriately trained to perform their jobs to the best of their ability.
• Ensure that non-residential advocates answer and respond to 24-hour hotline offering safety planning, problem solving, resources, and assistance with client’s immediate needs.
  • Utilize active listening skills and quality telephone crisis intervention and complete the necessary documentation.
  • Determine client eligibility and/or the immediate needs of caller including, but not limited to law enforcement, MHMR, CPS, APS, etc. or another appropriate referral.
  • Schedule outreach appointments for the soonest available time. Ensure appointments are scheduled with the appropriate outreach office and advocate, and that the advocate has been notified.
  • Arrange and/or provide emergency transportation for eligible callers to access shelter services.
• Proactively and strategically evaluate non-residential strengths, weaknesses, opportunities, and threats (SWOT) and make recommendations to the Director of Programs for improvement solutions.
• Responsible for non-residential operations, including approving client assistance, staffing client scenarios, and connecting with resources in the community.
• Model healthy and positive relationships within the agency, as well as with other essential community partners, to ensure optimal utilization of resources and efficient management of the program.
  • Develop and maintain strong personal contacts with organizations and agencies that provide services to victims of domestic violence, sexual assault, and/or trafficking.
  • Network with other family violence shelters, rape crisis centers, human trafficking task force members and other related agencies.
• Ensure that non-residential advocates accurately complete paperwork and document services provided within 24 hours.

• Assess the strengths and weaknesses based on the identified needs of sexual assault and domestic violence survivors for support services in the service area and recommend programs and referrals to the Director of Programs to address these needs.
• Work towards continually improving skills/knowledge related to job duties by attending appropriate workshops, seminars, trainings, and conferences, as directed by the Director of Programs and/or CEO.
• Participate in volunteer training including Advocate Training.

General Supervisory Duties

• Oversee staff timekeeping, including scheduling, time submission for payroll, and time off requests.
• In conjunction with Chief Operating Officer and Director of Programs, follow processes making hiring, disciplinary, and termination decisions.
• Provide regular and ongoing encouraging and critical feedback necessary for staff team members to grow and develop.
• Conduct timely performance reviews.

Key Performance Indicators (KPI)

• Deadlines met and reporting accuracy of residential staff.
• Goals as determined by the Director of Programs.
• Recruiting and retention of staff.
• Effective and efficient staff scheduling.

Minimum Qualifications

• Minimum combination of 3-5 years’ social services, residential, and/or management experience.
• Bachelor’s degree in social work or related field, or a combination of education and experience.
• Knowledge of Microsoft Office tools and ability learn database software program.
• Strong leadership, strategic planning, problem-solving, and communication skills.
• Able to work with minimal supervision.
• Excellent written and verbal communication skills.

Physical Requirements/Environmental Conditions

With reasonable accommodation, must have the ability to:

• Respond to telephones, written correspondence, and other auditory and visual stimulation.
• Remain calm under stress and have the emotional and physical stamina to deal with a variety of stressful situations.
• Frequently sit, stand, bend, kneel, and walk.
• Frequently lift and carry items up to 40 pounds.
• Occasionally climb stairs or inclined surfaces.
• Occasionally work outside during night hours and/or inclement weather.