Program Manager, Resident Services

Central City Concern is an innovative nonprofit agency providing comprehensive services to single adults and families in the Portland metro area who are impacted by homelessness, poverty, and addictions. We hire people who are skilled and passionate to meet our mission to end homelessness through outcome-based strategies that support personal and community transformation.

SUMMARY: The Program Manager, Resident Services is responsible for direct oversight and supervision of the staff supporting residents in PSH, including Case Managers, Peers, and Resident Services Coordinators. This position is responsible for the development and implementation of program improvements and system changes both within CCC’s permanent housing. This position is responsible for outcomes management. This position has a large role in ensuring the connectedness between both housing and CCC services and will work strategically across departments to ensure residents are accessing care that meets their specific needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide leadership, oversight, training, support, and supervision to Permanent Supportive Housing Resident Services Staff.
• Implement best practices to ensure access and establish integrated outcomes measures.
• Manage program implementation and process improvements for all Program they are responsible for with a focus on integration.
• Collaborate with all City, County, State and Federal agencies to improve, create, and implement programs funded by these agencies in collaboration with designated and non- designated community partners.
• Attend Workgroups, Stakeholder meetings, and other Community Events that relate to Housing and Supportive Housing, and the intersection between Housing and Health, and represent CCC’s best interest within those meetings.
• Monitor outcomes in accordance with both CCC and Funding requirements.
• Monitor and respond to budget revenues, expenses and variances within the scope of this position.
• Monitor occupancy and vacancy of units and vouchers to ensure occupancy is at an optimum level.
• Work closely with Property Management teams to ensure both the Services team and Community Management teams are coordinating efforts and working as a team.
• Monitor notices, interventions and evictions, within the supportive housing portfolio.
• Develop and implement improved intake and referral processes.
• Ensure housing, income attainment, and education programs are maintained in permanent housing portfolio.
• Monitor and support coordination with Property Management, Occupancy, and Healthcare teams.
• Monitor, and assist as appropriate, staff efforts to connect residents with appropriate services to support tenant self-sufficiency goals.
• Monitor, and assist as appropriate, staff efforts to connect residents to appropriate community-based resources.
• Maintain oversight of staff input into HMIS. (Homeless Management Information System)
• Work with Program Support & Operations Manager on required internal and external reports in an accurate and timely manner.
• Assist in problem solving issues with both staff and residents.
• Ensure all staff are up to date with mandatory trainings.
• Work directly with Supportive Housing Team to ensure all resident service programs are implemented at each housing site.
• Work directly with Supportive Housing Team to ensure that all department outcomes are reported and monitored and all activities to ensure set outcomes are in place.
• Participate in compliance, quality assurance and quality improvement activities as directed.
• Adhere to all state and federal privacy and security regulations applicable to the program, and to CCC policies and agreements regarding confidentiality, privacy, and security.
• Perform other duties as assigned.

SKILLS AND ABILITIES:

• Understanding and knowledge of ADFC Housing and Programs, Permanent Supportive Housing, and Resident Services
• Ability to think strategically and make program and system improvements based on data and outcomes.
• Knowledge of chemical dependency as a disease, chronic homelessness issues, health and mental health issues as they relate to issues of homelessness.
• Ability to work as a team member and to establish priorities.
• Ability to display a non-judgmental attitude, and a willingness to learn new skills.
• Demonstrated ability to work without supervision.
• Demonstrated knowledge of community and social agencies, and self-help groups.
• Ability to maintain accurate records and necessary paperwork.
• Ability to manage time and meet deadlines.
• Ability to communicate clearly and concisely, both orally and in writing.
• Ability to plan, organize, prioritize, implement and multi-task.
• Creative, innovative, and progressive problem-solver.
• Sufficient manual dexterity and physical ability to perform assigned tasks.
• Ability to communicate clearly and concisely both verbally and in writing.
• Knowledge of how to work with tenant/client who displays behaviors that are combative.
• Ability to work in an environment where people may be verbally hostile.
• Ability to manage time and meet deadlines.
• Ability to understand and follow verbal and written instructions.
• Ability to work courteously with the general public, tenants, and co-workers.
• Detailed oriented; ability to maintain accurate records and necessary paperwork.
• Ability to learn and apply training instruction.
• Knowledge of de-escalation methods or ability to be trained in de-escalation methods.
• Ability to effectively communicate with clients, co-workers, corrections personnel, police, merchants, the public at large and supervisor.
• Ability to provide leadership.
• Ability to provide advocacy, as appropriate.
• Professional maintenance of appropriate boundaries.
• Ability to establish and maintain cooperative working relationships with those contacted during the course of work.

MINIMUM QUALIFICATIONS:

• High School Diploma or GED required.
• 2. 5 years of experience working in supportive housing, behavioral health, social services, or related environment with 2 years of supervisory/lead experience required. Bachelor’s degree preferred.
• Experience with program design, implementation and measuring outcomes.
• Must be able to proficiently use Microsoft Office including Excel, Outlook, and Word.
• Must pass a pre-employment drug screen and background check.
• Must not actively be on parole or probation.
• Will be required to carry an agency cell phone for work use. Cell phone will be provided by Central City Concern.
• Must possess a current driver’s license, access to a vehicle, qualify as an Acceptable Driver as designated in Central City Concern’s Fleet Safety policy. Must pass an initial driver’s training within 60 days of being an approved driver and continued recertification training. Must maintain vehicle insurance coverage of a minimum of $100,000/$300,000 personal auto liability coverage.
• Must be able to perform considerable intra-city travel.
• Must be able to climb stairs several times a day.
• Must adhere to agency’s non-discrimination policies.
• Ability to effectively interact with co-workers and clients with diverse ethnic backgrounds, religious views, political affiliation, cultural backgrounds, lifestyles and sexual orientations, and treat individuals with respect and dignity.
• Ability to adhere to Central City Concern’s drug-free workplace which encourages a safe, healthy and productive work environment and strictly complies with the Drug-Free Work Place Ace of 1988. An employee shall not, in the workplace, unlawfully manufacture, distribute, dispense, possess or use a controlled substance or alcohol.

Benefits: Central City Concern offers an incredible benefits package to our Regular/FT employees:

• Generous paid time off plan which provides up to 4 weeks of PTO accrual in the first year. Accrual increases with longevity.
• Amazing 403(b) Retirement Savings plan with competitive employer match with 4.25% in the first year, 6% in the second year, and 8% in the 3rd year.
• 11 recognized Holidays 2 Personal Holidays
• Comprehensive Medical, Vision, and Dental insurance coverage.
• Employer Paid Life, Short Term Disability, AND Long Term Disability Insurance!
• Excellent relocation package for those roles that qualify.
• Sabbatical Program offering extended time off at years 7, 14, and 21.

This description is intended to provide a snapshot of the work performed and is not designed to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of the position.

As an agency deeply rooted in recovery, part of our policy and commitment to a drug and alcohol-free workplace includes post-offer, pre-employment drug screens. Please note we follow Federal Guidelines regarding prohibited substances, even for those legal at the state level.

Central City Concern is a second chance employer and complies with applicable laws regarding consideration of criminal background for employment purposes. Government regulations, contractual requirements, or the duties of this job may require CCC to conduct a background check and take appropriate action to address prior criminal convictions. 

Salary : $100,000 - $300,000