Program Manager, Housing Navigation

The Program Manager, Housing Navigation works with individual families and single adults to improve outcomes through administration of housing-focused services to assist families and single adults to move on to permanent housing. The Program Manager, Housing Navigation oversees the department’s housing navigation teams and works closely with the housing location and shelter operations team to enhance the participant success in obtaining permanent housing through utilization of the agency’s range of programs and services.

The Program Manager, Housing Navigation oversees and supports the daily activities of Housing Navigation Case Managers, oversees assignment of cases, reviews case records to monitor progress, monitors outcomes, facilitates case conferencing, and supports skill development. The Program Manager, Housing Navigation ensures compliance with policy and procedures, implements best practices, and supports the Performance Quality Improvement (PQI) for program improvement.

Dimensions

Staff: Supervision (2-10), Direct Reports (1-4), Volunteers (15-20)

Budget: Direct financial assistance budgets within Housing Services

Agency-wide Committees: Management Workgroup

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

• Supervise and support assigned employees, including Housing Navigation Case Manager staff to succeed in daily work meeting agency work requirements. Ensure that employee training provides skill development and meets best practice standards, funding requirements, and all data collection guidelines.
• Provide response to red level incidents in off duty hours as assigned.
• Partner with HR in the recruitment and interviewing of new staff members. Plan and facilitate regularly scheduled staff meetings. Ensure employee training provides skill development, meets best practice standards, funding requirements, and all data collection guidelines.
• Assist in the management of all assigned contract budgets, including regular review of revenue and expense activity. Ensure all grant funding requirements are managed. Make recommendations for improvements in efficient program performance and operations.
• Oversee timely and accurate administrative processes including completion of payroll/timekeeping approvals and reporting.
• Support the collection, aggregation, and analysis of data in the Homeless Management Information System (HMIS), Data Link, 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.
• Provide strong, clear, and consistent communication with other agency programs and with external partners to ensure collaborative relationships to assist participants. Attend all required meetings internally and externally to ensure program goals are achieved.
• Respond to programming needs in crisis situations with flexibility and compassion for the residents we serve and support the needs of staff members.
• 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.
• 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.
• Participate in professional development opportunities and trainings based on performance reviews, to support grants and contracts compliance, best practice standards, and quality improvement
• Build and maintain collaborative relationships to assist participants in accessing services, shelter, and permanent housing.
• Build trusting relationships with persons experiencing housing instability and develop a rapport that leads to acceptance and openness to seeking help.
• 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 the Mission, Vision, and Values of Catholic Charities in the performance of all essential job functions and responsibilities.

Note: Catholic Charities considers this position to be a mandated reporter of child abuse and elder abuse.

Other Responsibilities

• Work with Diocese of Santa Rosa and local parishes as appropriate and requested.
• Perform other related duties as assigned.

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 years’ work experience in a human service field required with experience working with people experiencing homelessness strongly preferred; two to four years supervisory and management experience required; four to six years’ experience working with homeless 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, including Excel. 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.

Equal opportunity employer

Catholic Charities of the Diocese of Santa Rosa is an Equal Opportunity Employer, seeking the best and brightest. Our organization does not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, disability, age, marital status, membership or activity in a local human rights commission, or status with regard to public assistance. We support, educate, create opportunities for, and ensure the wellbeing of our staff for the betterment of those most in need.

CCDSR participates in E-Verify, an Internet-based system that compares information entered by an employer from an employee’s Form I-9, Employment Eligibility Verification, to records available to the U.S. Department of Homeland Security and the Social Security Administration.