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Program Manager

PURPOSE of ROLE: This position develops and manages housing, employment and services program(s) designed to increase residential stability for individuals and families experiencing or at risk of homelessness who meet program eligibility requirements. 



Manage program and staff to achieve all program and contractual deliverables.

Develop and maintain policies/procedures manual for assigned program(s).

Manage service-related expenditures and overall approved program budget according to established policies/procedures.

Manage public and private contracts related to program(s), develop and accomplish applicable scope(s) of work and serve as point-of-contact for funders.  Assist with grant applications and contract negotiations.  Research, identify, and coordinate within agency to obtain new funding, support, and partnerships.

Prepare reports for timely submission as required, provide progress reports for internal and external customers, assist in the preparation of year-end grant reports, and other analyses as requested.

Coordinate program-level and collaborative activities and meetings.

Conduct periodic case reviews with case managers to monitor applicant’s needs assessment, eligibility confirmation processes, monitor progress, and fine-tune intervention strategies and techniques.

Perform regular file reviews to ensure that case files and service data in HMIS system remains up-to-date, accurate, and complete.

Ensure completion of participant follow-up at 1, 2, 3, 6, 9 and 12 months to document long-term outcomes.

Communicate promptly and effectively with other teams to assure close coordination in service delivery.

Continually evaluate the overall quality and effectiveness of program design and services; recommend adjustments to improve outcomes and contractual obligations; prepare for and present program reviews

Provide top quality external and internal customer service with an emphasis on responsiveness, confidentiality, consistency, and non-discrimination.

Establish and develop initiatives, partnerships, services, and programs. 


Establish and monitor caseloads and work activities of direct reports to ensure service delivery and contract outcomes.

Quickly identify and address performance-related concerns, following agency policies and procedures. Ensure staff knowledge of, and adherence to, all applicable laws and regulations, professional standards, and agency Code of Conduct.

Conduct hiring process following agency Talent Acquisition process. Conduct and coordinate onboarding activities following agency policies and timelines.

Actively engage in staff development through agency performance management process, ongoing feedback (including regular One-on-Ones), and identification of training opportunities.


Model and promote agency values, customer service, professional standards and Code of Conduct.

Other duties as assigned.

Utilize evidence-based “best practices” to maximize effectiveness of program(s).

Independently and in coordination with Data Analytics and Analytics staff, develop opportunities for program staff and participants to provide input/feedback on program goals and the means of achieving them including exit surveys to gather program participants’ input/feedback to identify opportunities for program improvement.

Represent the agency in the community. Develop, recognize, document, and strengthen partner relationships to improve programs and outcomes.

Promote internal collaboration through service coordination meetings, committees, and leadership initiatives to ensure agency outcomes, effective services, good communication, workplace safety and overall staff development.

Other duties as assigned.


Program, budget, and contract management experience including analytical skills to successfully monitor and manage program budgets and contractual reporting requirements.

Personnel management and development experience.

Extensive knowledge of best practices in the homeless intervention field, i.e. housing first/rapid re-housing, strength-based resiliency model, trauma-informed care, motivational interviewing, etc.

Thorough knowledge of social services network and experience developing collaborative partner relationships with community allies

Leadership skills including capacity to set and achieve goals, plan and facilitate meetings and group processes, negotiation and mediation skills, maintain patience and tolerance, tact/diplomacy in stressful situations, integrity and cultural competence, commitment to support diversity, equity, and inclusion, and ability to provide and received constructive feedback, ethics

Professionalism and leadership in maintaining confidentiality with all records, including organizational and individual information, setting appropriate boundaries, knowledge of, and adherence to, applicable laws and regulations.

Professional and administrative skills including oral/written communication, listening skills, quality control practices, accuracy and thoroughness, monitoring own work to ensure quality, and the use of office equipment, computer applications and databases.

Well-organized, with ability to effectively manage multiple assignments and competing priorities for self and staff.

Self-motivated and accountable for work time and other agency resources.  


Bachelor’s degree in social work, social sciences or a closely related field of study (significant related work experience in lieu of a credential will be considered).

At least 3 years of experience working with low income and/or homeless individuals and families.

At least 2 years of experience in supervising three or more staff.

Typing skills and computer proficiency (Microsoft Word, Outlook, PowerPoint and Excel).

Experience with HMIS systems, databases and administrative/office management responsibilities.

Ability to add, subtract, multiply and divide, using whole numbers, fractions, and decimals, including ability to compute rate, ratio, and percent, and use skills to analyze budgets and program outcomes.

Ability/willingness to work flexible hours. 

Personal experiences or empathy that demonstrates the ability to relate to those experiencing homelessness and making the transition to housing stability and greater self-sufficiency.

Experience working in diverse settings with people across all socio-economic spectrums and a wide variety of personalities and roles - staff, residents, local agencies, contractors, lenders, etc.

Must drive personal car on behalf of agency business and have a DMV record that permits driver to be insured under SHELTER, Inc.’s automobile coverage.

Must successfully pass criminal background check. 


Master’s degree in social work, social sciences, or an applicable field of study

Experience and current professional credential or licensure equivalent to MSW, LCSW, MFT, etc.

5 years of direct experience working in housing or service programs working directly with low-income, homeless, and disadvantaged persons.

3 years of experience in providing supervision to five or more direct service staff.

Bilingual English/Spanish.

SHELTER, Inc. Benefits:

Competitive pay, 8 Medical Plans to choose from, Principal Dental, VSP Vision, Life Insurance, AD&D, LTD, EAP, Aflac Voluntary Insurances, Wishbone pet insurance, Flexible Spending Account, 403b Retirement Plan with matching, 15 paid holiday (including one on or around your birthday) and 18 days of Paid Time Off to start!


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