Program Manager, Shelters

The Program Manager, Shelters oversees the operations of a shelter and provides leadership for the operation of the 24-hour facility embracing Housing First principles and practices to administer housing-focused shelter services for all residents. This role manages all shelter operational functions including the supervision of shelter staff in daily activities and provision of services for participants through the use of agency programs and services and the services of partner agencies. The Program Manager manages the operational budget and interactions with partner agencies and the neighborhood community. The Program Manager is responsible for the oversight and maintenance of all operational and client documentation, including case records. This role ensures compliance with policy and procedures, implements best practices, and supports the Performance Quality Improvement (PQI) for program improvement. Dimensions Staff: Supervision (3-10), Direct Reports (3-5), Volunteers (5-20) Budget: Management of programmatic expenses Agency-wide Committees: Management WorkgroupSafety Steering Committee Management Team Functions Responsible for the implementation of strategic initiatives, annual goals, budget guidelines, operational timelines, and data/service integration. Recognize opportunities for improvement and make recommendations for efficiency. Facilitate cross-department collaboration and integration. Manage to agency approved budget and make ongoing recommendations for reductions or additives in expenditures where possible. Manage day to day risks. Measure performance to improve the quality of services provided internally and externally. Responsible for day-to-day operations and delivery of the organization’s services. Make recommendations for innovation within assigned service areas. Support all staff in compliance and fidelity to related policies and procedures. Create peer to peer partnerships to establish strong working relationships internally and externally. Complete reports and assist with requests for data and reporting for internal and external evaluation. Work with individual staff to develop personalized training goals and expectations. Implement data systems and gather data to ensure high quality service internally and externally Actively implement all available approaches to support the growth and success of staff. Actively role model and create actions and conditions for agency alignment with mission, vision, and values. Essential Functions People Management and Leadership Supervise and support assigned staff members to succeed in daily work meeting agency requirements. Ensure that employee training provides skill development and meets best practice standards, funding requirements, and all data collection guidelines. Establish a culture of growth, development, and feedback with team members. This includes coaching and regular check-ins that foster communication, trust, and engagement. Partner with HR in the recruitment, interviewing of new staff members - make thoughtful hiring decisions that align with agency needs, values and integrity. Onboarding - demonstrate agency values and teach new staff in a supportive manner ensuring to provide feedback early on, establishing a relationship of open communication. Plan and facilitate regularly scheduled staff meetings. Ensure employee training provides skill development, meets best practice standards, funding requirements, and all data collection guidelines. Provide direct supervision to Site Supervisors and/or Shift Supervisors to support their success in each of their essential functions. Oversee timely and accurate administrative processes including completion of payroll/timekeeping approvals and reporting. Budget Management Operates within the approved budget. Maximizes usage of budget allocated and ensures efficiency in the use of agency resources. Manages and oversees appropriate use of budget and demonstrates accountability. Keeping use of resources in line with operational and personnel budget limits. Grant and Contract Implementation Management Ensure program implementation, operations, and deliverables are in alignment with grant contract requirements. Participate in professional development opportunities and training based on performance reviews, to support grants and contracts compliance, best practice standards, and quality improvement Manage all documentation, data collection, and reporting. Ensure accuracy and timeliness and ensure report completion within required timelines. Operations and Safety Management Provide response to red level incidents in off duty hours as assigned. Monitor facility maintenance. Submit work orders as needed. Manage the implementation of safety protocols and the CCDSR Safety Manual in coordination with the Director, Operations. Respond to programming needs in crisis situations with flexibility and compassion for the residents that we serve and to support the needs of staff members. Make recommendations to the Director for improvements in efficient program performance and operations. Ensures successful incident report policies and procedures are implemented and practiced. Client Service Management Build trusting relationships with persons experiencing housing instability and develop a rapport that leads to acceptance and openness to seeking help. Ensure that all client services are equitable and compassionate in nature. Lead direct service with a housing first approach, with a commitment to removing barriers to shelter and housing. Demonstrate an approach of being trauma informed, and honoring the individual, their unique journey, and their right both to autonomy and a self-directed life. Collaboration, Relationship Building – Internal/External Partnerships Build and maintain collaborative relationships to assist participants in accessing services, shelter, and permanent housing. Build long-lasting relationships with community partners. Meet with community partners to discuss assisting participants in ending their period of homelessness and providing support services. Support working relationships with community partners, the Diocese of Santa Rosa, federal and local governmental agencies, businesspeople, and community members. Ensure professional representation of the agency in public and private forums. Management of Documentation, Data Collection, Reporting Support the collection, aggregation, and analysis of data in the Homeless Management Information System (HMIS), Data Link, ETO, and other software programs to ensure grant compliance and to support program improvement. Complete monthly, quarterly, and annual reports as assigned. Assist with requests for data and reporting to ensure compliance with grants and funding agency requirements and continuous improvement. Oversee the maintenance of case records and case record reviews to monitor participant progress and operational documentation, ensure HIPAA compliance, and assure that corrective actions are made to all case records as indicated by case record review reports. Support the performance and quality review process and continuous improvement. Perform Job Functions in line with CCDSR Policies and Procedures Ensure implementation of program policies and procedures in line with best practice standards. Implement performance and quality improvement process in compliance with agency’s process. Support the Mission, Vision, and Values of Catholic Charities in the performance of all essential job functions and responsibilities. Work with the Diocese of Santa Rosa and local parishes as appropriate and requested. Perform other related duties as assigned. Note: Catholic Charities considers this position to be a mandated reporter of child abuse and elder abuse. Agency Culture It is essential that all employees of Catholic Charities aspire to the following: A commitment to the agency’s mission, vision, and values. A commitment to excellence in everything we do. A commitment to performance and quality improvement. A commitment to outcomes and measured results. A commitment to innovation and to what is possible. Education, Experience and Skills Required Bachelor’s degree and two to three years’ experience working with marginalized populations; and collectively three to five years’ supervisory and management experience required; an additional four to six years’ experience working with homeless/marginalized populations may be considered as a substitution for a degree. Demonstrated ability to implement and manage budgets. Ability to accurately collect and report on data required for grants and other funding sources. Ability to lead, organize, inspire people from all walks of life; understanding of people from different cultures and value systems and understanding of the causes of poverty and vulnerability. Computer literacy required, including experience with Microsoft 365. Ability to teach and supervise others in how to implement online tools. Excellent written and verbal communication, organizational skills, conflict resolution, and problem-solving skills. Excellent interpersonal skills, cooperative, friendly, proactive, and helpful attitude with clients and co-workers of all ages and socio-economic backgrounds. Ability to work closely with other employees to ensure positive, constructive environment within the program or department, and throughout the agency. Passion and enthusiasm for the mission of Catholic Charities and its clients. Valid driver license and at least state required minimum of automobile insurance, clear DMV driving record and ability to provide own transportation. Must be willing and able to travel between agency sites. Must pass DOJ background clearance (fingerprinting) in accordance with the Diocese of Santa Rosa’s policies, prior to start of employment. Bilingual (English/Spanish) preferred, but not required. Job Analysis/Job Description Physical Requirements 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 sit and use hands to finger, handle, or feel. The employee frequently is required to reach with hands and arms and talk or hear. The employee is often required to stand, walk, travel, and stoop or bend. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to sit or stand for extended periods while using a computer. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequent incoming telephone calls, scanners, and copiers as well as a wide range of clients or at times clients in distress contribute to a noise level of average to above average.

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