Title: Program Manager
Division: Glide Community Housing, Inc.
Reports to: Executive Director
FLSA Status: Exempt
Directly Leads: Support Services Teams at 149 Mason Street, 350 Ellis, and CW House
The Program Manager ensures all residents receive appropriate social services, case management and advocacy. This person supervises the delivery of services to residents, oversees the development and maintenance of the services program—including, but not limited to, program policies and procedures, assessment, and intervention tools. This person likewise provides vision for the support services program and program model, and participates in the ongoing development, supervision, training and evaluation of support services staff, interns, and volunteers. This person is expected to incorporate the value of culturally competent practice at all levels of the service program. The Program Manager is part of the management team and provides both oversight and overall vision to/for this team around clinical and service program related issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties can be assigned, and the duties and responsibilities of the job are subject to change without notice.
- Provide overall management and supervision to housing social service program(s) including hiring and supervision of staff, developing/implementing policies and procedures, participating in obtaining funds/grants and relevant budgeting; coordinating/integrating program with others in the organization.
- Ensure program and service-related decisions comply with the philosophy, core values, procedures and policies of the agency.
- Review objectives periodically, making changes to objectives (as relevant) to align with program goals, needs, and abilities.
- Assess the quality of services at housing sites, receive input from staff and ensure needed adjustments.
- Oversee annual review of GCH Policy & Procedures manuals. Work with management team, with input from direct staff, to add and/or make changes to existing policies, as needed;
- Review all reports of suspected abuse or neglect (or other significant events requiring attention) and assure appropriate actions are/were taken.
- Review all client/staff grievances and assure appropriate actions are/were taken.
- Provide consultation about support services and administrative issues to other resources, community agencies, as requested.
- Inform Executive Director of all relevant clinical and liability issues and make recommendations for any changes in procedures;
- Provide first line support/intervention and help provide overall vision for the team— including Executive Director--around clinical and service program-related issues.
- Prepare, edit, and ensure timely submission of contractor reports across sites and align requirements across sites, where applicable.
- Offer regular training, direction, and support to staff as needed around privacy and compliance and other relevant issues/needs.
- Coordinate closely with contractual partners to ensure positive, effective working relationship and overall compliance.
- Oversee the auditing of the resident charts/electronic database. Provide support and oversight to team around database and charting-related concerns, questions, and recommendations.
- Attend various community meetings and report relevant information to the management team and Executive Director. Participate in and actively support community advisory committees and community needs assessments.
- Develop, oversee, and direct graduate student and other internship opportunities;
- Meet professional obligations through the following: not inquiring about difficulties before having first built a foundation of competence, connection and hope; actively eliciting residents’ wisdom that could contribute to resolving difficulties in their lives; not using objectifying language in any discussions without considering how residents might experience it or how it might shape our thinking about residents; actively thinking about the ways in which our own assumptions about race, gender, class, and sexual orientation affect our interactions with all residents; and routinely soliciting residents’ feedback about their preferences for the direction of our work together and the effects of our actions on them.
Provide some minimal short-term, crisis-related individual, child, and/or family support/intervention, as necessary, across housing sites.
- Provide on-site and after hours on-call support and assistance with crisis management.
- Provide consultation, support, de-briefing around crisis intervention, as needed.
- Attend regular clinical/services-focused team meetings across sites.
- Lead and/or coordinate clinical trainings and in-service trainings for all clinical and program staff on Mental Health, AOD, harm reduction, and other clinical/case management-related topics.
- Act as liaison for graduate schools' intern placement programs.
- Work collaboratively with a multi-disciplinary team which includes Case Managers, Nurses, and community-based resources/programs to deliver the best services possible to residents;
Directly supervise case managers, MSW and BA-level social work students and volunteers;
- Coach, support direct reports around effective management and supervisory tools and strategies. Link to appropriate trainings, as needed.
- Recruit, train and evaluate MSW and BA-level social work students from various graduate schools on an annual basis.
- Review service plans, case notes and written correspondence and provide relevant trainings support at housing sites;
- Assure that performance reviews are completed annually for staff under direct supervision, including establishing specific, individual professional development goals;
- Work with Executive Director and HR to resolve personnel issues in accordance with Glide Community Housing, Inc.’s policies and procedures.
- Ability to establish a set of priorities based on identification of the most critical or outstanding issues, and to multi-task within specific timelines.
- Demonstrated ability to work well under pressure and manage stress effectively in a demanding and fast paced environment.
- Demonstrated creativity in developing models of care for marginalized populations.
- Superb attention to detail around data and tracking systems.
- Excellent interpersonal skills. Ability to establish and maintain effective working relationships with others;
- Demonstrates a creative, team building, cooperative approach to job performance.
- Possesses excellent organizational and project management skills.
- Strong analytical skill. Ability to interpret data, evaluate programs and interpret outcomes.
- Understanding and ability to adhere to basic ethics and standard of care regulatory practices;
- Demonstrates Cultural Humility. Has the ability to work effectively across cultures.
- Demonstrates a commitment to staying curious, learning, communicating, and working respectfully with people different from themselves.
- Commitment to the mission, values, and philosophy of Glide Community Housing.
EDUCATION and/or EXPERIENCE:
- Masters’ in Social Work or related field from an accredited university and registered with the Board of Behavioral Science as an Associate Clinical Social Worker (ASW) or Intern Marriage Family Therapist (IMFT) and/or registered as a Licensed Clinical Social worker (LCSW) or Licensed Marriage Family Therapist (LMFT)
- 5+ years’ program management experience preferred.
- Supervisory experience is required (clinical supervisory experience is preferred, but not required).
- Experience working in a community based social service agency with adults and families in relationship to homelessness and poverty and the problems that often come alongside these experiences.
- Experience working with staff and program participants to co-develop and co-lead spaces of celebration, learning and exchange of knowledge
CERTIFICATES, LICENSES, REGISTRATIONS: None
- Proficiency in a second language desired.
- Excellent verbal communication skills are essential, including the ability to reason diplomatically and productively.
- Proficiency in spelling, grammar and writing needed to draft detailed instructions, case care plans and other required documentation.
- Proficiency and accuracy in math required for reporting data;
- Able to develop and analyze statistical data and present reports.
- Proficiency in MS Office Suite Proficiency in MS Office. Very strong computer proficiency with Excel;
- Knowledge of database management, Internet navigation and e-mail systems.
PHYSICAL REQUIREMENTS The physical demands described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
- Ability to see details of objects at close range.
- Ability to hear within normal range, and communicate effectively in person or via telephone in a manner which can be understood by those with whom the person is speaking, including a diverse population.
- Use standard office equipment and access, input, and retrieve information from a computer. Use computer keyboard with manual and finger dexterity and wrist-finger speed sufficient to perform repetitive actions efficiently for extended periods of time. Stationed at computer keyboard 50% of working time.
- Requires physical ability to sit and keyboard for long periods of time. As this position requires long periods of sitting and repetitive use of a telephone, computer and other office equipment, this person must take short breaks and integrate stretching into her/his daily duties to avoid musculoskeletal disorders.
- Activities that occur frequently are standing, walking, and handling. Activities that occur infrequently are: bending, squatting, crouching, kneeling, twisting, reaching straight, above, and below shoulder level with both shoulders individually or at the same time, carrying and lifting up to 25 pounds.
- Ability to move about. Will come and go from the work area repeatedly throughout the day. Ability to move quickly to address emergency or potentially dangerous situations.
- Ability to use public and/or private modes of transportation. Duties are office based, but travel to various San Francisco venues is required.
WORK ENVIRONMENT The work environment described here is representative of that which an employee encounters while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
- Community based social service office environment that serves residents who can struggle with their relationships to anger and fear in ways that manifest as aggressive behavior.
- Noise level is moderate, and lighting is conducive to completion of work;
- Potential exposure to a range of pests and other occupational hazards related to working in a housing site in the Tenderloin.
- Glide Community Housing, Inc.’s buildings are in the Tenderloin, a high-crime neighborhood. Due to our surroundings, it is important to always be aware of what is going on around you while walking around the neighborhood.