Program Manager at Otto's Place

ABOUT THE POSITION: This position oversees all aspects of the assigned program(s). The primary role of the Program Manager is to ensure service delivery consistent with the Compass mission, values, and vision through appropriate planning, implementation, operation, and evaluation of assigned program(s). The Program Manager also seeks meaningful cross-program collaborations through knowledge of other agency programs, initiatives, and strategic plans.

ABOUT THE PROGRAM: Otto’s Place Enhanced Shelter removes barriers for individuals transitioning out of homelessness by combining overnight shelter with 24/7 on-site support services and intensive case management, behavioral clinician, including housing navigation. In addition to services, we offer 155 individual sleeping areas for male-identifying guests, meals, laundry, and service pets. This combination of shelter and services enables us to meet people where they are and build a supportive community to help people currently living in tents or encampments to move toward stability. Referrals are directed from the City of Seattle’s The Hope Team.

ABOUT THE ORGANIZATION: Compass Housing Alliance develops and provides essential services and affordable housing for individuals and families experiencing housing instability in the greater Puget Sound region. We envision a world in which every person lives in a safe and caring community. Compass offers an open, supportive, and challenging work environment committed to promoting the dignity and well-being of each person that we serve. We consider the diversity of the staff, guests, residents, and community partners to be an important asset. We recognize the value that different perspectives and cultures bring to the organization. Compass is proud to be an affiliate agency of Lutheran Community Services Northwest (LCSNW). LCSNW partners with individuals, families and communities for health, justice, and hope by providing support services in key areas such as behavioral health, child welfare, refugees, and support to aging adults and people with disabilities to live independent lives. To learn more about the agency visit www.compasshousingalliance.org.

• LOCATION: Pioneer Square Neighborhood (Seattle, WA)
• REPORTS TO: Director of Emergency Services
• FLSA STATUS: Exempt
• SCHEDULE: Weekdays plus evenings and weekends as needed
• MEAL PERIOD: Paid (30-minutes)
• SALARY RANGE: $80,000-$88,000 Annual DOE

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties, responsibilities, and activities may change or be assigned at any time with or without notice. The employee in this position must be able to read, write, and understand English.

Planning & Operations

• Ensure financial performance for program(s) through proper budgeting along with monitoring of revenue and expenses.
• Facilitate quality and timely service delivery by working with staff to review workflows and update practices.
• Ensure program specific data collection systems are in place and that staff properly enter data in a timely fashion.
• Monitoring program revenue and expenses.
• Ensure timely reporting to all program funders by producing all monthly, quarterly, and annual invoices/billing/reports per funder requirements.

Participation in Service Delivery

• Partner with other Program Managers, Director, and/or Deputy Director in the facilitation of program improvements and development.
• Ensure knowledge of operation and awareness of emergent issues by being available to residents.
• Occasional case management or the handling of other resident issues as well as cover various shifts and other staff assignments.
• Ensure timely and accurate data entry into all program-specific databases. (HMIS/FCS)
• Create monthly statistical reports for internal and external purposes and analyze trends or critical findings.
• Use data from monthly and quarterly reports to analyze service delivery revenue (participant program fee/rent collection) and vacancy rates to identify areas for improvement as well as identifying new sources of revenue.

Representation & Advocacy

• Collaboration with existing partnerships such as NeighborCare, CREW and REACH, as well as developing new partnerships.
• Collaborate with the maintenance and/or Property Management company to ensure Compass policies and practices are adhered to.
• Represent agency in community advocacy efforts by serving on boards, coalitions and work groups that influence public policy and community efforts to end homelessness.
• Build and enhance external relationships through coalitions and with contract monitors to foster positive working relationships and to secure future funds.
• Develop and maintain sponsoring relationships with churches, community groups and business to obtain general financial support and in-kind donations and volunteers for each program.
• Support proposal development by providing data and other requested content in support of funding proposals.

Staffing

• Hire, train, and supervise Housing Case Managers, Program Assistants/Counselors, and Relief Staff to ensure effective delivery of trauma-informed services.
• Develop schedule and ensure shift coverage to provide service delivery points.
• Serve as the first point of contact for staff call outs and no shows, which may require finding relief coverage or covering the shift yourself, as needed.

Leadership

• Advance diversity, equity, and inclusion in all aspects of the work. All employees are expected to make efforts in their work and in their conduct to advance diversity, equity, and inclusion at every level.
• Maintain a favorable working relationship with all other agency employees to foster and promote a cooperative and harmonious working climate.
• Project a favorable image of the organization to promote its aims and objectives and foster and enhance public recognition and acceptance of all its areas of endeavor.
• Perform all duties and responsibilities in a timely and effective manner in accordance with established agency policies to achieve the overall objectives of this position.
• Serve as a member of the management team.
• Facilitate regular team Staff Meetings.
• Keep immediate supervisor promptly and fully informed of all problems or unusual matters of significance.
• Take prompt corrective action where necessary or suggest alternative courses of action which may be taken.
• Handle conflict situations proactively and effectively, modeling good conflict resolution skills.
• Create a climate where staff are challenged, supported, and motivated to do their best to help the individual, team, program, and agency meet its goals.
• Build strong teams that apply their diverse skills and perspective to achieve common goals in a mutually supportive fashion.

SUPERVISORY RESPONSIBILITIES

Carry out supervisory duties in accordance with the agency policies and applicable laws. May directly supervise Program Coordinator(s), Shift Supervisor(s), and Housing Case Manager(s). Responsibilities include the following: Interview, hire, and train staff; Plan, assign and direct work; Monitor performance; Provide recognition to staff; Provide coach/counseling and discipline, when necessary; and Address complaints and resolve problems.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated ability to effectively oversee the operations and management of a complex program including the coordination, supervision, and direction of the people.
• Demonstrated ability to interpret contracts, fulfill funder requirements and comply with regulations related to government contracts.
• Demonstrated ability to negotiate contracts with the funders including municipal, state, and federal government agencies.
• Demonstrated knowledge of local resources and services for low-income men and women and the ability to develop a network of providers to serve needs of agency clients.
• Demonstrated knowledge of best practices in “housing first”, harm reduction, de-escalation, mental health, chemical dependency and other related models and techniques.
• Experience with a permanent supportive housing model that is based on collaboration between program and property management.
• Work independently and as part of a team, particularly to exercise sound decision making in the absence of supervision, with strong collaboration skills.
• Relate openly and comfortably with diverse groups of people, while valuing their differences.
• Model sound interpersonal boundaries and emotional intelligence.
• Manage difficult interpersonal situations effectively.
• Excellent written and verbal communication skills with ability to communicate effectively about technical problems and solutions.
• Strong problem solving, time and project management skills are required to be successful in this role.
• Aptitude for learning new technology skills with Microsoft products and other internet-based software.
• Ability to learn new functions on office equipment and devices (printer, scanner, projector, mailing machine, copier).

EDUCATION AND/OR EXPERIENCE

• A minimum of 4 years’ experience in a human service setting with homelessness or supportive housing, mental illness, substance abuse, employment, or domestic violence organization, required.
• A minimum of 2 years’ experience in direct supervision/management of direct service employees, required.
• Experience in developing and enforcing operating and services procedures, identifying, and implementing best practices in working with homeless and low-income individuals, desired.
• Experience in outreach, case management and other direct service delivery for homeless and low-income families and individuals, desired.
• Experience in managing an affordable housing facility including dealing with landlord-tenant-related issues, desired.
• Experience in grant writing and contract negotiation, desired.
• Awareness and/or training around issues of equity, intersectionality, and belonging, desired.
• Experience working in an environment where language may be a barrier, desired.
• Valid WA driver’s license, proof of car insurance, and a driving record that meets Compass standards, required.
• Work experience is a key factor for success in this role. In addition, success in this role requires a passion for knowledge and drive for continuing professional development or education. A degree in social work or related field will be seen as a complement to the required experience.

PHYSICAL DEMANDS

• 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 talk and listen.
• The employee is frequently required to stand, walk, use hands to finger, handle, or feel, type, and reach with hands and arms; and requires the ability to occasionally lift office products and supplies up to 20 pounds.
• Work takes place in an office environment where long periods of sitting, working on a computer, walking to various work areas, going up and down stairs, and standing are required.
• Travel to program sites and meetings outside the office and around the county are necessary.
• Mental efforts like attention to detail, interacting with others in-person and through email, using critical thinking skills to strategize, develop and implement business plans, create, and edit documents, listen and participate verbally at meetings.
• In compliance with the ADA Amendment Act, should you have a disability that requires assistance and/or reasonable accommodation with the job application process, please contact the Human Resources department via phone at 206-474-1100 or via e-mail at HRInfo@compasshousingalliance.org.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is normal to high. Compass programs are housed within a human services environment in the Greater Seattle area. Our diverse client/guest/resident community includes many single, formerly homeless adults who lack any family support system. Compounding the constraints of poverty, our community includes individuals who are physically and/or mentally disabled, persons living with AIDS, those who struggle with chemical dependencies, veterans, and vulnerable, elderly adults. Working at Compass will mean that you will be near the people we serve.
• This position is eligible for occasional remote work per manager approval.
• Compass facilities are monitored with camera surveillance equipment for safety and security purposes. The cameras will generally be utilized only in public areas where there is not a reasonable expectation of privacy. However, please be aware that in our housing facilities, some residents may choose to utilize their own private surveillance equipment within their units.