Manager of Empowerment Centers

[Job Title]: Manager of Empowerment Centers

[Location]: Statewide

[Reports To]: Director of Empowerment Services

[Role Type]: Full-time

[Remote/In-Office Policy]: On-site

About Friendship House: FH is a 501c3 nonprofit whose mission is to unite people facing

homelessness with loving, supportive communities they can call home. For more than 35 years,

Friendship House has served the Delaware community with the support of volunteers, donors,

faith, and community partners. At FH, we strive to ensure every person is ultimately connected

to a loving, supportive community, and this outlook extends to our workplace.

Position Description: The Manager of Empowerment Centers is responsible for leading

Friendship House’s efforts to prevent homelessness through coordinated, person-centered

interventions. This role ensures individuals and families facing housing instability receive timely,

effective, and dignified support that removes barriers and promotes long-term stability. The

Manager supervises program staff, ensures operational excellence, and strengthens

coordination across Friendship House and One Big House systems to reduce entry into

homelessness. This position requires a leader who can balance compassion with accountability,

urgency with strategy, and direct service with systems thinking. The Manager will be

encouraged to work directly with clients, adhering to the Case Manager job description, and fill

in at any Empowerment Center as needed.

Core Responsibilities

Program Oversight & Service Delivery

• Lead and oversee Empowerment Center Case Management, including:
• Financial Assistance (rent, utilities, emergency stabilization funds, fines and fees,

expungement)

• Case Management (housing resources, job readiness, system navigation,

homeless prevention)

• Help Line Operations (intake, triage, referrals)
• Ensure services are delivered in a timely, equitable, and dignified manner
• Establish and maintain clear eligibility guidelines, workflows, and service standards

• Monitor program outcomes with a focus on prevention effectiveness (diversion,

stabilization, reduced returns to crisis)

Staff Supervision & Team Leadership

• Supervise and support program staff
• Provide regular coaching, performance management, and professional development
• Foster a team culture rooted in dignity, accountability, and problem-solving
• Ensure staff are equipped to navigate complex participant needs and system barriers

System Coordination & Continuum Integration

• Coordinate closely with other One Big House programs
• Ensure seamless referrals and warm handoffs across the continuum of care
• Identify gaps, redundancies, and barriers within the system and propose solutions
• Support the broader One Big House vision of a coordinated, integrated system of care

Financial Assistance Oversight

• Oversee the distribution of financial assistance funds with strong accountability and

documentation

• Ensure compliance with grant requirements and funding guidelines
• Work with leadership to track spending, forecast needs, and identify funding gaps
• Balance flexibility for participant needs with responsible stewardship of limited resources

Help Line Oversight

• Ensure Helpline is responsive, accessible, and effective as a first point of contact
• Monitor call volume, response times, and outcomes
• Strengthen triage protocols to prioritize urgency and appropriate service connection
• Use Helpline data to identify trends and emerging community needs

Data, Reporting & Continuous Improvement

• Track key program metrics (requests for assistance, approvals/denials, outcomes,

recidivism)

• Use data to inform program improvements and strategic decision-making
• Prepare reports for internal leadership and external stakeholders as needed
• Contribute to evaluation of prevention strategies and long-term impact

Community Partners

• Assess community needs and assist in finding resources to fulfill those needs.
• Help staff provide meaningful and comfortable volunteer experiences.
• Ensure interns are properly trained and receive a meaningful internship experience that

fulfills their school’s requirements.

Qualifications

• Bachelor’s degree required; Master’s degree in social work, public administration, or

related field preferred

• 3–5+ years of experience in housing stability, homelessness services, or related field
• Supervisory or team leadership experience required
• Strong understanding of homelessness prevention strategies, financial assistance

programs, and system navigation

• Experience managing multiple programs or service areas simultaneously
• Strong organizational, problem-solving, and decision-making skills
• Ability to work with urgency while maintaining attention to detail and compliance
• Deep commitment to dignity-centered, low-barrier service delivery
• Ability to lift items weighing at least 20 pounds.

Pay & Benefits Summary:

• Salary based on experience
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401(K)

Salary based on experience

Health insurance

Dental insurance

Vision insurance

Paid time off

401(K)