Parker House - Program Manager

WHO WE ARE: We are more than a nonprofit organization. We are a ministry of service that includes nearly 500 paid, professional employees dedicated to helping those in need to rebuild their lives and reach their full potential. Founded locally in 1911, the Northern California & Northern Nevada affiliate of Volunteers of America (VOA-NCNN) is one of the largest providers of social services in the region, operating more than 40 programs including housing, employment services, substance abuse, and recovery services to families, individuals, veterans, seniors, and youth. In fact, VOA-NCNN provides shelter or housing to over 4,000 men, women, and children every night.

OUR MISSION: To change individual lives, instill hope, increase self-worth and facilitate independence through quality housing, employment, and related supportive services. Volunteers of America Northern California & Northern Nevada inspires self-sufficiency, dignity, and hope by providing critical health and human services to thousands of vulnerable individuals and families across Northern California & Northern Nevada.

PROGRAM AND LOCATION: VOA-NCNN, a Certified Great Place to Work, is recruiting for a full-time Program Manager for the Family Shelter at our Parker House program. Parker House is an 85-bed facility providing short-term emergency housing (up to 30 days) and intensive supportive services for homeless families with dependent children. Full-time employees (working 30 or more hours a week) are eligible for a benefits package that includes paid holidays, vacation, sick pay, health, dental, vision, life, and short-term disability insurance coverage. 

POSITION SUMMARY:

The Program Manager is responsible for the overall management and supervision of the Parker House Program, including case management services, drug testing, employment services, housing services, credit repair services, and support staff. The Program Manager is responsible for assuring quality service to all program participants through the management of programs, resources and daily workflow as it relates to overall organizational operations.  In addition, the Program Manager ensures that all work is performed in a cost-effective and service-oriented manner in accordance with negotiated contracts, appropriate procedures and established organizational areas. The Program Manager coordinates with all other agencies and has overall responsibility for the supervision and motivation of staff.

OBJECTIVES/ACTIVITIES:

A. Responsible for operations, monitoring and safety of the program.

1. Responsible for management of all financial and contractual aspects of the program services.
2. Assists the Director of Operations in the development and monitoring of annual budgets to assure a quality program that remains fiscally sound.
3. Serve as liaison to county contract personnel.
4. Provide all documentation to comply with contractual agreements.
5. Assist in the acquisition and renewal of grants.
6. Participates in developing community relations and maintaining the positive image of the program.
7. Complete reports, as needed, for senior management.
8. When available, refer new sources of funding to senior management and assist, as possible, in securing such funds.
9. Develops and maintains approved operations manuals and class curriculum.

B. Responsible for the management of daily operations and activities of the program services in compliance with company policies.

1. Work with collaborative partners in assuring safety and security of the site, referring all property maintenance issues to appropriate agency.
2. Respond to complaints from contracting agents, clients, property neighbors, and all other program-related affiliates.
3. Maintain accountability and inventory of program equipment and supplies.
4. Respond to all client grievances.
5. Supervise the coordination of all medical, psychological, psychiatric, and/or other necessary evaluations of clients.
6. Provide 24 hour on call emergency assistance to clients and staff as necessary.

C. Responsible for distribution and monitoring of staff’s workloads to achieve established objectives of the department.

1. Respond to personnel complaints and provide technical assistance to handle exceptions to standard policy.
2. Identify resources necessary to attain performance standards.
3. Develop daily, weekly and monthly staffing schedules in order to accomplish program objectives.
4. Maintain ongoing client contact to assure that employee performance is in line with client needs. This includes regular communication with clients, service providers and external county/state/city program representatives.
5. Direct available resources as needed.
6. Assist with daily workloads if necessary.

D. Responsible for training, development and motivation of staff.

1. Interview and hire qualified employees.
2. Work to immerse all staff in the “Therapeutic Community” philosophy.
3. Establish goals and objectives for staff and evaluate achievements of established goals.
4. Assist in department orientation and training for new employees to ensure quality work, taking corrective action as necessary.
5. Conduct ongoing performance appraisals and recommend salary adjustments for staff.
6. Provide progressive disciplinary action for employee performance improvement when necessary.
7. Maintain an above average working knowledge of fire, safety and health standards to assure a safe work environment for all personnel.

E. Responsible for self-development.

1. Continually learn and enhance technical and interpersonal skills.
2. Attend all mandatory training.
3. Attend all Program Director/Manager meetings.

F. Responsible for the dissemination of information to staff and senior management on new developments and the status of activities as it applies to the overall company operations.

1. Inform senior management of the status of potential workflow problems, allowing senior management to assist with workflow needs to meet program objectives and project future staffing needs.
2. Communicate new and established procedures and company policies to the staff and ensure proper implementation.
3. Serve as part of the organization management team by providing information and support for the development of quality operations.
4. Maintain professional working relationships with other Program Managers and Directors.

EQUIVALENT EDUCATION AND EXPERIENCE:

Bachelor’s degree in social work, psychology, public administration, nonprofit management, human services, or a closely related field is preferred.  A minimum of four years of experience is required in the human services field dealing with issues and challenges unique to homelessness, substance abuse, young adults, minorities, mental health, issues dealing with elderly, and people with disabilities. Three years of prior management experience or relatable leadership experience is preferred. Specific knowledge and experience with Twelve Step philosophy, addiction and recovery, and dysfunctional family dynamics is preferred. Must be able to utilize a range of interventions to work with clients with varying needs and levels of functioning. Valid California driver's license and ability to meet the organization’s insurance carrier guidelines are required. Must pass all required background clearances in accordance with agency, County, State, and federal standards. CPR/First Aid certification is required within 90 days of employment. Completion and maintenance of all required training and health clearances.

SPECIFIC SKILLS REQUIRED:

Leadership skills

Excellent oral and written communication skills

Ability to assist and motivate other people

Organizational skills

Analytical and decision-making ability

Statistical and mathematical skills

Microsoft suite experience; Outlook, Word, Excel, Teams, etc.

PHYSICAL REQUIREMENTS:

Ability to sit, stand, walk, bend, and stoop throughout the workday

Ability to occasionally lift and move up to 10 pounds

Ability to travel between campus and community locations as needed

Able to climb stairs as required