Community Services Program Manager

Summary of Job Description:  The Community Services Manager reports to the Vice President and is responsible for the overall operation of the Energy, and Housing Services. Under the guidelines established by funding sources and SMTCCAC, Inc., duties involve hiring and supervising program staff, ensuring program objectives are met, deve6oping, and maintaining a process to monitor and evaluate the program, and internal collaboration with other agency departments and initiatives. Ensure timely reporting to external funding agencies, as well as internal reporting requirements. Oversee compliance with contractual and regulatory requirements to avoid sanctions and other negative actions. Maintain working knowledge of OHEP regulations, Housing Regulations, current grant opportunities and trends in the state and nation. Manages customer satisfaction surveys and complaints. Responsible for oversight of Office of Home Energy and Housing Programs. Responsible for outreach and recruitment activities for all programs of oversight. Responsible for identifying, securing, and managing grant opportunities. The Community Services Manager will be responsible for all reports related to the community service block grant, Maryland Housing Counseling Fund, HUD Counseling, and Office of Energy Assistance reporting.

Summary of Requirements:  bachelor’s degree in human services, Social Services, Community Services, Community Development, Public Administration, or related field required (master’s degree preferred) and three years of experience in human service program management and team supervision. Experience working in the nonprofit sector and/or social services is preferred. Experience working with budgets, personnel management, customer database management, grants management/writing required. Experience in production-based environments preferred. A strong background in program management, personnel management, and community engagement is required. Resource development and grants management preferred. Other experience requirements include oversight of major programs; budgeting, planning, effective working relationships at the federal, state, regional, and local governmental levels; excellent written, verbal, and technology-driven communication and presentation skills; public speaking; and effective team-based leadership.

Must have skills using SharePoint, Microsoft Word, Excel, Outlook, CAP60, and other designated software applications associated with program management. Must demonstrate ability to retrieve data, create spreadsheets and reports. Ability to plan, organize, and prioritizes assignments to independently meet deadlines and complete tasks accurately, under the pressure of constant interruption. Demonstrated ability to analyze problems/issues, gather data and information, evaluate, and recommend alternative solutions, or effect solutions with a tolerance for ambiguity and change, when necessary. Must be guided by honesty, common sense, professional maturity, high discretion, and the ability to maintain confidentiality of highly sensitive information. 

Superior communication skills to deliver instruction and information effectively and professionally using tact and diplomacy. Demonstrated team-building skills to establish and maintain good working relationships with colleagues and staff, incorporating respect, collaboration, professionalism, proper discretion, and accountability. Knowledge of budget planning, preparation, and administration to make realistic, equitable fiscal decisions, present and defend budget concerns persuasively. Writing and grammar skills to independently draft correspondence about various subject matters' operations, policies, and procedures. 

Responsibilities and Duties:

Manages and monitors all business operations aspects of each assigned program, includes assisting with contract compliance, revenue management, funding, and regulatory requirements.

Effective management of remote teams that may be placed in satellite and outreach offices throughout the community. 

Direct line of supervision includes Lead Customer Service Coordinator, Certifiers, Housing Counselors, Community Services Specialist and Administrative staff. 

Assists with random and scheduled Compliance and Quality Assurance activities in the department. Involves participating in internal and external monitoring reviews. 

Assists in development and/or implementation of policies and procedures. Responsible for all programmatic policies, procedures, protocols, and dissemination of all related information; makes prompt updates to policies based on citations and is responsible for providing organized and documented training on new regulations to the management team as they are released by the regulatory entity. Serves as backup in processing and certifying applications as needed.

Assists Vice President as a back-up liaison between the agency and contractual or funding agencies; ensures positive, effective community relations, and assures contracts and relationships remain in good standing. Works cooperatively with community stakeholders and various governing agencies and regulatory bodies in assigned areas to maximize and improve the effectiveness of service delivery.

Leads monthly operational improvement discussions and projects with team and interrelated departments for purposes of continuous improvement and efficiency. 

Leads timely investigation and responses to grievances, complaints and external or politically sensitive matters. 

Ensure grant deadlines are met head of schedule for all programs of oversight. 

Develop and Monitor administer budgets and grants.

Maintain required files, records, and complete reports.

Oversee and review the client application process, determine program eligibility.

Conducted monthly documented Supervision with staff and timely performance evaluations.

Implement full utilization of CAP60 (or designated software) within programs of oversight. 

Maintain coordination with other agencies on collaborative initiatives and projects. 

Participates in meetings, trainings and conferences as needed; May represent VP at meetings; Attend various conferences, task force meetings, and related functions.

Seek alternate funding opportunities, to continue operations of Program activities and expansion. 

Prepare monthly programmatic, operational, outreach or other reports required by funding sources.

Prepare and research grant proposals, development in community needs assessments. This role will also prepare the agency’s annual reports. 

Develop programs, tools, and implement complex projects, to support the network in their strategic policy engagement, with a focus on Housing. 

Representation at community events which may involve evenings and weekends; Other special projects and duties as assigned.

Other Duties as Assigned

Licenses or Certificates:

None

Special Requirements:

State and Federal Bureau of Investigation Criminal Background Check, National Sex Offender Public Registry Check, Physical, Tuberculin PPD Tine Test at time of employment, and annually, or by physician requirement, thereafter, and Pre-Employment, Random, Post-Accident Drug and Alcohol testing.

Physical Demands:

Work requires limited physical effort. 

An Equal Opportunity/Affirmative Action Employer