Program Manager
24 days ago
Gardena
Job Description Hope Mission Statement The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions. Position Purpose and Summary Every HTM interim housing site has people sleeping in it, staff working in it, contracts attached to it, and a community surrounding it. The Program Manager is accountable for all of it. Reporting to the Director of Interim Housing or Senior Director of Programs, the Program Manager is the primary site-level leader responsible for day-to-day operations, staff supervision, participant safety, and contract compliance at assigned interim housing locations. This role sets the tone for how services are delivered, how staff perform, and how the site functions — not just during business hours, but across every shift, in every interaction, and under every funder's lens. When things go wrong, the Program Manager responds. When documentation falls short, the Program Manager corrects it. When a participant's path to permanent housing stalls, the Program Manager ensures the team has what it needs to move it forward. The scope of this role is genuinely broad. It spans people management, compliance monitoring, incident response, cross-departmental coordination, community representation, and participant-centered service oversight — all within environments that operate around the clock and serve individuals navigating significant instability. That breadth is not incidental. Interim housing is not a simple program to run, and the Program Manager is the person the organization trusts to run it well. The quality of leadership at this level determines whether HTM's sites are places where people feel safe, supported, and moving toward something — or just places where people stay. Primary Duties and Responsibilities * Ensure program operations are compliant with all applicable funder requirements, Scope of Required Services (SRS), agency policies, and regulatory standards, while monitoring performance metrics, data integrity, and quality assurance processes to achieve contract outcomes. * Provide direct leadership and supervision to program staff, including hiring support, training, coaching, performance management, and accountability, to ensure consistent, high-quality, trauma-informed service delivery and operational coverage. * Oversee and continuously improve participant-centered service delivery using Housing First, Harm Reduction, and Trauma-Informed Care principles, while coordinating with internal departments, community partners, CES stakeholders, and public agencies to support participant outcomes and system alignment. Secondary Duties and Responsibilities * Support cross-departmental collaboration by coordinating with Finance, Facilities, HR, IT, Development, and Compliance teams to ensure timely reporting, budget tracking, procurement, facility readiness, and administrative requirements are met. * Respond to emergent operational needs, incidents, participant crises, and safety concerns; ensure incidents are documented, escalated appropriately, and followed through in alignment with agency policies and funder requirements * Represent the organization in meetings, site visits, trainings, and community forums as assigned; identify operational gaps and recommend improvements to policies, procedures, and service delivery practices. * Serve as the key point of contact in development of high-level communication to volunteers, leadership, and other stakeholders * Facilitate special events through effective interdepartmental communication, strategic planning, volunteer management, and engagement * Other duties, as assigned. (Location Specific or Nuanced Responsibilities ) * Oversee Family Interim Housing operations in compliance with the Family Interim Housing Scope of Required Services (SRS), including CES participation, Family Solutions Center coordination, mandated reporting obligation applicable to households with minor children. * Ensure adherence to site-specific (Interim housing) operational, health, and safety requirements as outlined in Program Standards, Facility Standards, and funder directives, including but not limited to personal property storage, sanitation, security coordination, medication protocols (if applicable), emergency preparedness, inspections, and Department of Public Health compliance. Preferred Qualifications * Strong ability to interpret and operationalize Scopes of Required Services (SRS), Program Standards, and funder requirements * Ability to monitor KPIs, identify compliance risks, and implement corrective actions * Working knowledge of different funder requirements, CES, City, County, and HUD regulations * Demonstrated ability to supervise, coach, and mentor multidisciplinary teams * Skill in performance management, accountability, training reinforcement, and coverage planning * Ability to lead in high-stress, 24/7 operational environments * Experience managing staffing ratios, schedules, and on-call escalation systems * Applied knowledge of Housing First, Harm Reduction, Trauma-Informed Care, and problem-solving/diversion models * Ability to assess participant acuity and guide staff on appropriate interventions * Strong de-escalation, crisis response, and conflict mediation skills * Participant-centered decision-making grounded in equity, dignity, and low-barrier access * Ability to oversee day-to-day site operations, safety protocols, and facility standards * Experience coordinating maintenance, sanitation, security, inspections, and DPH compliance * Skill in incident response, documentation, and follow-through * Capacity to manage motel, congregate, or village-style housing environments * Ability to collaborate effectively with CES partners, housing navigation, landlords, and service providers * Strong interagency communication and relationship-building skills * Experience representing the organization in meetings, site visits, and system coordination forums * Ability to facilitate warm handoffs and coordinated care planning * Strong written and verbal communication, including documentation, reports, and professional correspondence * Ability to analyze information, make timely decisions, and prioritize competing demands * Proficiency with Microsoft Office and basic reporting tools * Sound judgment, discretion, and professionalism in sensitive situations Required Qualifications * Bachelor’s degree preferred with equivalent experience considered; 3+ years in homeless or human services programs; 3+ years supervisory experience; knowledge of Housing First, Harm Reduction, and Trauma-Informed Care. * HMIS and/or CHAMP experience (preferred) * Valid CA Driver’s License and ability to meet background and health clearance requirements Mandatory Requirements: * Employment eligibility verification (1-9) * At minimum 25% travel required * Valid California Driver’s License, reliable transportation, and proof of insurance. * Ability to travel at minimum 25% * Ability to pass required background checks, including Live Scan fingerprinting. * TB clearance and drug screening as required. Exempt, primarily Monday to Friday; weekends as needed.
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