Program & Site Manager

Job description

Job Overview

The Program & Site Manager is responsible for all aspects of transitional housing services, including supervising case management staff, creating meaningful engagement opportunities for residents, and promoting a culture of collaboration and teamwork. The Program & Site Manager ensures the agency provides a strengths-based approach to case management and supportive services that empowers veterans to pursue and achieve permanent housing, substance abuse recovery, mental health support, and improved quality of life.

Please note that some flexibility in working hours is required, including on-call availability to address timely situations that may occur outside of regular business hours (e.g., resident incidents, maintenance issues, move ins/outs, etc.). This Program & Site Manager may also have the flexibility of a hybrid work schedule, and work from home one day per week.

Responsibilities

Key areas of responsibility for the Program & Site Manager include, but are not limited to:

Case Management Supervision

• Develop and maintain a thorough understanding of the Department of Veterans Affairs Grant & Per Diem (GPD) Program, including target populations, service methodologies, and specific models such as Service Intensive (SITH) and Bridge Housing (Bridge).
• Coordinate with VA Liaison(s) and community-based partners to ensure veterans receive comprehensive services, including: mental health, legal assistance, entitlement benefits, health care, substance abuse treatment, job training and housing assistance.
• Contribute to the creation of a positive, productive, and supportive work environment.
• Supervise team of (3) case managers, supporting areas for growth and development.
• Coordinate resident meetings at DC; offer life skills training and provide education programs a minimum of (2) times per month.
• Develop and lead client engagement strategies in order to create a more dynamic, positive community for all clients.
• Develop resources and/or referrals agency wide to assist in positive housing outcomes.
• Intervene in crisis situations to help de-escalate clients, promote positive solutions, and re-establish stability in community environment.
• Participate in case conferences as needed to review client progress.
• Coordinate weekly meetings for DC staff, including review of client progress toward goals
• Partner with case managers to review client files (both hard copy and HMIS) on a monthly basis to ensure all are current/complete and reflect comprehensive and thorough case management practices. If files are not properly maintained, work with case manager to create a plan and timeframe for getting current and recheck accordingly. Files must be updated within 48 hours of client interaction or case management activities related to the client.
• Initiate a case conference to advocate for veterans, including VA liaison, to prevent discharge due to non-compliance with program guidelines. Refer to VA outpatient services and monitor contract until completed.
• Represent OD at meetings with public agencies, community groups and residents.
• Work in partnership with resident council/community to develop and implement individual and group service activities.
• Perform case management duties, including housing and job search assistance, as needed

Community Development & Client Engagement:

• Represent OD at meetings with public agencies, community groups and residents.
• Work in partnership with resident council/community to develop and implement individual and group activities.
• Function as a role model to case managers, exhibiting competency in personal recovery and use of coping skills; serve as an advocate, providing information and peer support for clients.
• Train case managers to utilize tools such as the Wellness Recovery Action Plan (WRAP) to assist clients in creating their own individual wellness and recovery plans.
• Utilize and teach problem-solving and de-escalation techniques to case managers for use with residents and groups; engage clients in discussions wherein clients share common problems in daily living and methods they have employed to manage and cope with such problems.
• Develop ongoing group sessions designed to provide a forum that allows group members to share their experiences, challenges, goals, etc.
• Identify literature, media, etc. and community resources for utilization by case managers to assist clients in achieving their goals.

Communications and Record-Keeping:

• Maintain thorough, accurate and up-to-date files, including progress notes, case plans and other pertinent documentation for each client, meeting programmatic and contractual requirements.
• Responsible for helping collect data for monthly, quarterly, and annual reports for the VA and other granters in order to meet funding requirements.
• Ensure that case notes and supportive services provided for each client are reflected in the Homeless Management Information System (HMIS) system.
• Maintain professional relationships/boundaries with clients and co-workers; ensure strict client confidentiality.
• Compile reports for occupancy and send to the appropriate parties.
• Engage in effective and productive communications with the VA and community partners.

Site Management:

• Work with the Program Director to relay any program or maintenance issues and follow up on participant requests.
• Follow-up on incident reports in a timely manner until a satisfactory resolution is attained.
• Maintain occupancy rates of at least 85% by working proactively with Program Coordinator to successfully fill programs, qualify potential residents, verify applications, and assess participant appropriateness for GPD program models as needed.
• Coordinate move-ins with all team members (e.g., Program Coordinator, Maintenance Supervisor, Case Managers), and move-outs to ensure rooms are properly prepped and any maintenance issues are addressed.
• Ensure that case managers conduct room checks on a monthly basis every month, bringing another staff to accompany them as needed.
• Responsible for emergency maintenance issues and lock outs, with the support of Program Director and Maintenance staff.

Permanent Housing Units at Dignity Commons

• Provide light support to residents of the (up to) eight permanent housing units as needed.
• Work in collaboration with the Director of Permanent Housing on any time-sensitive postings for the permanent units.