Job Title: Mobile Retention Services Program Manager

Department: Houseless Intervention Services

Reports to: Director of Mobile Retention Services

Salary Grade/Level/Family/Range : $75,000

Effective Date: 15-Apr-24

FLSA Classification: Exempt

Job Summary: The Retention Services Manager works closely with the Director of Retention Services to ensure that program operations run smoothly and that issues are addressed quickly and creatively as they arise. The Program Manager provides oversight and direction to ensure that department goals and initiatives are met in a timely manner and provides task supervision to a team of housing Retention Services Specialists as well as Behavioral Health staff. The Mobile Housing Retention Team is a new department within this agency, and the Program Manager will play an active role in determining the success of the team.

Duties/Responsibilities:

Administration, Compliance & Programming

1. Advocate for changes to departmental policies and procedures in response as appropriate.
2. Provide oversight of Client Assistance Funds, including monthly rent/utility payments for participants receiving subsidies.
3. Collaborate with the Director of Retention Services to ensure service provision oversight as required by any MOU’s or contracts that the agency has with other area providers or governmental agencies
4. Collaborate with the Director of Retention Services to ensure that all policies and procedures clearly reflect the goals of the program in a trauma-informed and equitable way
5. Ensure that all participant files, both paper and digital are up to date and complete.
6. Work collaboratively with the Director of Retention Services on department goals, projects and special projects to ensure timely and thorough completion of tasks.
7. Attend all department meetings, agency meetings and coordination meetings with other agencies as directed.
8. Coordinate office supply ordering
9. Position may require occasional work outside during inclement weather.

Supervisory & Training

1. Conduct regular supervisions with Retention Specialist staff to ensure that trainings, attendance and timecard usage, documentation and participant files are complete and accurate.
2. Address issues with staff performance through direct conversations with staff members, and/or HR guidance. Communicate issues to the Director of Retention Services in a timely manner.
3. Provide task supervision for a team of Mobile Retention Specialists
   • Ensure that supervisees documentation meets agency standards
   • Ensure that supervisees are providing adequate services to the participants on their caseload
   • Ensure that service plans and service plan reviews meet agency standards and are completed regularly
   • Ensure that staff are aware of and following agency and departmental policy and procedure.
   • Oversee all time and attendance for assigned staff in ADP
4. Ensure that RSS case load sizes reflect the needs of the agency and the capacity of the team.
5. Provide regular trainings to retention staff on topics related to this specialized role.
6. Track and ensure that all supervisees receive required trainings and are up-to-date with recurring trainings.
7. Coordinate with outside agencies for staff to attend trainings offered by outside agencies or vendors

Supervisory Responsibilities:

• This position is responsible for supervision of up to 8 people and will be responsible for assigning and reviewing work for supervisees.

Required Education/Credentials:

• None.

Required Skills/Abilities:

• Direct administrative or support services in a non-profit, housing, sheltering, or volunteer coordination.
• Proficiency with Microsoft Office products.
• Understanding of Housing First and Harm Reduction models.
• Understanding of and respect for many pathways of recovery.
• Ability to self-direct, initiate, and complete projects collaboratively and independently.
• Being open to change (positive or negative) and to considerable variety in the workplace.
• Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Must be able to maintain regular attendance and be punctual.
• Position may require occasional work outside during inclement weather.

Required Experience:

• 3-5 years’ experience in the human services working with houseless individuals. Must have a demonstrated trajectory of increased responsibility.
• Minimum of 2 years assisting individuals with resource navigation as a part of core job duties.
• 1 year or more of supervisory experience

Preferred Experience:

• Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.
• Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.
• Knowledge of principles and processes for providing personal services. This includes needs assessment, and meeting quality standards for services.

Preferred Qualifications:

• Experience working in housing retention with adult populations.
• CADC or MSW

Additional eligibility requirements :

• Sufficient manual dexterity and physical ability to perform assigned tasks.
• Must be able to pass a drug test upon request.

Work environment:

Working indoors and outdoors in heat and cold | Slippery and uneven walking surfaces | Working in close proximity to others | Exposure to offensive odors

Physical Requirements:

Ability to lift up to 50lbs | Bending, stooping, reaching | Sitting for extended periods of time | Standing for extended periods of time

Travel required:

Occasional travel to and from other work sites up to 40% of the time.

Competencies:

• Accountability – Accountable for measurable, high-quality, timely, and cost effective results.
• Initiative – Takes prompt action to accomplish tasks and meet goals and objectives.
• Problem Solving / Decision Making – Identifies and analyzes problems weighing the relevance and accuracy of available information. Generates and evaluates alternative solutions and makes effective and timely decisions.
• Quantity / Quality of Work – Pays close attention to detail. Strives to achieve accuracy and consistency in all tasks.
• Quality/Compliance: Achieving a standard of excellence with our work processes and outcomes, honoring University policies and all regulatory requirements.
• Service Orientation – Applies effective interpersonal and problem-solving skills when responding to participants. Actively looking for ways to help people.
• Attention To Detail – Is thorough when performing work and conscientious about attending to detail.
• Computer Skills – Uses computers, software applications, databases, and automated systems to accomplish work.
• Writing – Communicating effectively in writing as appropriate for the needs of the audience.
• Time Management – Managing one's own time and the time of others.
• Efficiency: Planning ahead, managing time well, being on time, being cost conscious, thinking of better ways to do things.
• Systems Evaluation – Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• Speaking – Talking to others to convey information effectively.
• Social Perceptiveness – Being aware of others' reactions and understanding why they react as they do.
• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
• Persuasion – Persuading others to change their minds or behavior.
• Negotiation – Bringing others together and trying to reconcile differences.
• Monitoring – Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Management of Personnel Resources – Motivating, developing, and directing people as they work, identifying the best people for the job.
• People management (for those with direct reports): Setting clear expectations, reviewing progress, providing feedback and guidance, holding people accountable.
• Judgment and Decision Making – Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Coordination – Adjusting actions in relation to others' actions.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Collegiality: Being helpful, respectful, approachable and team oriented, building strong working relationships and a positive work environment.
• Coachability: Being receptive to feedback, willing to learn, embracing continuous improvement.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.