Assistant Manager

WHO WE ARE LOOKING FOR:

The Assistant Manager (AM) plays a key supporting leadership role within the El Portal Place program, working closely with the Properties & Services Manager (PSM) to ensure consistent, trauma-informed services and smooth daily operations. This position provides direct supervision to the Desk Clerk team, ensuring 24/7 front desk coverage, adherence to program procedures, and a safe, welcoming environment for residents, staff, and visitors. The AM helps maintain strong communication between shifts, promotes accountability, and supports staff in responding effectively to resident needs and on-site situations.

In collaboration with the PSM, the Assistant Manager helps coordinate support services, uphold quality assurance standards, and ensure that program operations align with agency policies and housing stability goals. This role requires adaptability, sound judgment, and the ability to respond to urgent situations while maintaining a calm, professional, and trauma-informed approach, ensuring that clients living at El Portal Place receive reliable, respectful, and effective support services.

Supervisory Responsibility: El Portal Desk Clerks, including per diem

WHAT WILL YOU DO:

Leadership Role:

• Active participation and contribution to the Hope Solutions Management Team.
• Cultivate and maintain successful relationships with key stakeholders and County leadership, including contract liaisons.
• Represent Hope Solutions with community stakeholders, as assigned. May require evening meetings.
• Provide timely and accurate reporting on program status, outcomes, and emerging issues to leadership, using a data-driven, trauma-informed and collaborative approach to support decision-making and continuous improvement.
• Build and maintain cross-functional partnerships, supporting internal and external collaboration to align programming with resident and agency needs.
• Provide on-site leadership presence during all work hours, unless off-site meetings have been scheduled.
• As directed, assist with onboarding of new staff by participating in the hiring process, training staff on team-specific Standards of Practice (SOPs) and documentation.
• Act as the point of contact in Manager’s absence, including providing supervision and guidance to all EPP staff, acting as liaison with contract partners, and assuring communication to leadership as needed and to Manager upon return.

Program Oversight:

• As directed, participate in/oversee comprehensive psychosocial, life skills, and financial assessments.
• Assure the provision of supportive mental health interventions as needed, including mental health crisis management.
• Ensure a trauma-informed approach to managing resident concerns and needs, partnering with support services staff to ensure additional support to residents as needed.
• Provide case conferencing of client cases, strategize on the provision of services, review action/housing plans, and review service documentation.
• Support direct reports to provide steady and friendly engagement with EPP residents, staff, and visitors, and to ensure consistent monitoring of the EPP site to maintain a safe environment. Ensure that incidents and emergencies are handled, communicated about and documented appropriately and in a timely manner.
• Ensure/provide mediation and advocacy with staff on behalf of clients to assist with obtaining and/or maintaining housing.

Data Responsibilities:

• Ensure timely and accurate documentation of visitors to EPP as well as incidents.
• As directed, complete entry of participant enrollments, annual assessments, and exits into Homelessness Management Information System (HMIS) within 72 hours of client admission.
• Ensure data quality pertaining to Desk Clerk shift change inspections.
• Ensure data quality in the Lobbytrack system pertaining to guests/visitors as well as Desk Clerk documentation of incidents.
• As directed, ensure data quality in the Apricot system, including but not limited to data entry, reporting, and analysis.
• As directed, review monthly and quarterly program data to ensure the program meets its targets and recommend course corrections.
• Partner with leadership to complete regular budget planning and to prepare for regular budget/program review meetings with the Finance Department.
• Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, protecting consumer rights, advocating on consumers' behalf, and assuring consumer safety.

Cultural Responsiveness:

• Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively.
• Knowledge of and commitment to concepts and issues tied to social justice, diversity, equity, and inclusion and belonging.
• Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility and authenticity backgrounds, and goals.
• Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law.
• Review and commit to our Diversity, Inclusion, Equity, and Belonging Commitment.

Organizational/Administrative Responsibilities:

• Professionally represent Hope Solutions in all circumstances.
• Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on consumers’ behalf, and assuring consumer safety.
• Establish and maintain professional boundaries in working with clients.
• Comply with all local, state, and federal regulations, policies, procedures, standards of practice, and outcome requirements of the Supportive Housing Program and Hope Solutions.
• Maintain knowledge of and compliance with Fair Housing regulations.
• Maintain and supervise maintenance of confidential data files that adhere to HIPAA regulations.
• Assist with the creation/distribution of client satisfaction/feedback surveys.
• Assist with data entry and completion of financial reports, tenant statements, billings, and correspondence.
• Attend all required meetings, including but not limited to: Hope Solutions staff meetings, program staff meetings, consumer case conferences, and linkage meetings with other agencies.
• Complete required personnel-related paperwork and complete expenditure reports for service expenses and/or mileage in a timely and accurate manner.
• On-call, after-hours, and backup work will be required.
• Other duties as assigned.

Work Location Classification:

• Site-Based: Work is primarily performed at an assigned Hope Solutions location, with on-site presence as the standard expectation to support program operations, clients, and team collaboration. This classification applies to GPA, East County, Hacienda, Lakeside, Pomona, El Portal Place, and key roles at Taylor Office such as the Operations Manager and their direct reports.
• Work from home must be approved in advance by the Program Director or Manager. Written approval (email) is required.
• All new program employees are expected to work on-site for the first 90 calendar days. Any exception requires approval from the Program Director or Manager.
• Client-facing work may occur on-site or in the field, depending on the role and program needs, and may include appointments, sessions, engagements, support services, client-present coordination of community resources/services, and other direct service activities.
• This expectation may flex to accommodate operational needs, client availability, safety concerns, or urgent program priorities while still meeting performance expectations.
• When requesting to work from home, the employee must make the request to their direct supervisor in advance. The request must include the requested date/hours, the business reason, and a work plan for the day. For urgent same-day situations, the employee must notify leadership as early as possible and follow directions regarding work-from-home approval, schedule adjustment, or use of leave time.
• When approved to work from home, employees must maintain confidentiality, work from a professional/private environment, complete assigned tasks and documentation on time, and track time accurately.

Position Qualifications:

• Knowledge of and belief in “Housing First” philosophy and strategies.
• Passion for and demonstrated experience successfully supporting vulnerable populations, especially homeless individuals with mental disabilities.
• Experience with and/or interest in handling light maintenance skills is strongly preferred.
• AA or AS degree in a field applicable to Hope Solutions social services and/or a minimum of 3 years' experience.
• Knowledge of or willingness to learn HUD requirements, including tenant certifications and/or experience working with HUD-funded properties.
• Knowledge of Contra Costa housing resources and HIPAA/HITECH laws is a plus.
• Bi-lingual in English/Spanish is a plus.
• Outstanding written and verbal communication skills.
• Computer proficiency in the use of Microsoft and database applications.
• Must have an operational vehicle, auto insurance, valid California driver’s license, and be willing to drive for work.
• Must pass LiveScan screening and TB test.
• Salary contingent upon skill and experience.

Physical Qualifications:

• The person in this position may make home visits to consumers who live on second or third-floor apartments (without elevators) and will need to be able to climb stairs.
• May accompany consumers on walks to local resources (grocery store, childcare, parks) up to ½ mile in distance.
• Must be able to work in a desk setting for up to 3 hours at a time to make calls to consumers, research resources on the internet, and collaborate with community providers with calls/emails.
• Office setting activities are required, such as typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine related to maintaining or obtaining housing.
• Occasionally must be able to lift and carry objects weighing up to 25 pounds, including furnishings for new residents, files, holiday gifts, and food donations.
• Ability to drive an automobile and transport oneself and consumers to appointments or meet at consumer homes, including driving at night.

Compensation & Benefits:

• Flexible, dynamic work environment.
• 100% premium paid for employee Kaiser health and dental care.
• Matched 403b retirement savings.
• 11 paid holidays, plus 3 floating holidays.
• Ability to accrue 2-4 weeks' vacation depending on tenure.
• Life insurance and Employee Assistance Program.

We are an equal-opportunity employer. If you're a good fit, we want to meet you!

Compensation & Benefits:

• Flexible, dynamic work environment.
• 100% premium paid for employee Kaiser health and dental care.
• Matched 403b retirement savings.
• 11 paid holidays, plus 3 floating holidays.
• Ability to accrue 2-4 weeks' vacation depending on tenure.
• Life insurance and Employee Assistance Program.

Bi-lingual in English/Spanish is a plus.