Program Manager

Full-time

Description

Job Summary:

The Program Manager is responsible for overseeing all support services at their assigned location. Core responsibilities include collaborative service delivery, team management, and program quality improvement through the identification of service gaps and support in implementing new initiatives. This mid-level leadership role supervises a team of direct service staff working varied shifts, including evenings, weekends, and overnights, and reports directly to the Director of Programs.

Essential Functions:

1. Program Quality and Service Improvement

a. Actively involve team members and lead the effort to identify improvements to client services and housing programs; communicate actionable suggestions to the Director of Programs.

b. Stay contemporary with community needs assessments and use that information to craft compelling proposals for new programs and improved service offerings.

c. Support the implementation of new program models, policies, and workflows as directed.

2. Collaborative Service Delivery

a. Coordinate with internal department and external partners to ensure delivery of consistent, trauma-informed, and client-centered services.

b. Maintain effective partnerships with agencies that complement or enhance CASS’s services.

c. Contribute to the development and refinement of operational procedures in collaboration with staff, peers, and leadership.

d. Represent CASS to funders and outside agencies on support services or housing programs as assigned.

3. Team Leadership and Staff Development

a. Maintain an updated staffing plan in alignment with approved budget and scheduling needs; work with the Director of Programs to make changes when appropriate.

b. Supervise a team of frontline staff; provide regular feedback, performance reviews, and development opportunities.

c. Ensure clarity of staff roles and responsibilities, maintaining up-to-date job descriptions and expectations.

d. Address performance and conduct concerns with appropriate coaching or corrective action, in collaboration with HR and the Director of Programs.

4. Program Performance and Accountability

a. Monitor key performance indicators, documentation quality, and service delivery benchmarks for your team.

b. Participate in the collection, analysis, and use of data to drive continuous improvement.

c. Respond to trends in service outcomes and client feedback in coordination with the Director of Programs.

Other Duties:

1. Support agency events or training as needed.

2. Assume the duties of direct reports as needed or assigned.

3. Perform other duties as required.

Needed Competencies and Proficiencies

1. Ability to build trust quickly and maintain strong, respectful relationships with staff, peers, and partners.

2. Demonstrated skill in leading frontline teams with a focus on accountability, coaching, and staff development.

3. Comfort working in a fast-paced, high-stakes environment while remaining calm, organized, and solution-oriented.

4. Ability to communicate clearly and professionally across different levels of staff and with external partners.

5. Strong organizational skills and attention to detail, particularly in implementing processes and tracking team performance.

6. Team-oriented mindset with a collaborative approach to solving problems and improving services.

7. Ability to role model strong work ethic with a focus on achieving performance goals.

Work Environment:

This job primarily operates in a professional office environment; however, occasional off-site venues and outside event areas in various weather conditions are expected. Limited travel in the Phoenix metro area using personal transportation is required. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. Visual acuity and physical ability to operate a motor vehicle.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. with time allotted for breaks/lunch. Evening and weekend work may be occasionally required as job duties demand. Travel is primarily local during the business day.

Requirements

Qualifications:

Required

1. 2 years post-secondary education.

2. 2 years’ experience in the non-profit/social services sector;

3. 1 year of experience in a supervisory or team leadership role.

4. Demonstrated ability to support team performance and manage day-to-day service delivery.

5. Strong verbal and written communication skills; proficiency in Microsoft Outlook, Word, and Excel.

6. State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one.

7. CPR-First Aid certification, Naloxone (Narcan) training, and Crisis Prevention Institute (CPI) training within 90 days of employment.

Preferred

1. Bachelor’s degree;

2. Experience working with individuals and/or families struggling to end their homelessness;

3. Familiarity and basic proficiency with Homeless Management Information System (HMIS);

4. Certification or formal training on trauma-informed care.

CPR-First Aid certification is required for your position, but it is not part of your job duties to use CPR and First Aid in your work at CASS. In an emergency situation, it is your choice whether you want to provide CPR and First Aid, and it is not an expectation or requirement that you do so.

Naloxone (Narcan) training is required for your position, and administering Naloxone (Narcan) in an emergency situation is part of your job duties at CASS. Because Naloxone (Narcan) can rapidly reverse opioid overdose, is simple to administer, and has no negative unintended consequences when administered, it is an expectation and requirement of you to administer Naloxone (Narcan) in an emergency situation.

Salary Description

$55,000