Program manager

SAMU is seeking interested candidates for an upcoming opportunity. This position is not currently open. Employment is contingent upon contract award and funding availability.

Program Overview

The Sunaire Emergency Shelter Program is a trauma-informed, low-barrier, and person-centered initiative designed to stabilize individuals and families experiencing homelessness in the City of Mesa. The program aligns with the City’s Office of Homeless Solutions and HUD’s HOME-ARP framework, targeting Qualifying Populations (QP1–QP4), including those experiencing or at risk of homelessness, survivors of domestic violence, and individuals facing special challenges such as disabilities or aging out of institutions.

Role and Responsibilities

The Program Manager (or Shelter Program Manager / Site Director) is the senior operational and programmatic leader responsible for oversight, strategic direction, compliance, financial management, staffing, and external partnerships. They ensure the shelter program meets its mission, performance goals, donor/funder requirements, and regulatory obligations, while maintaining high standards of care, safety, and continuity.

Key responsibilities include:

• Define the vision, objectives, and programmatic model.
• Ensure the program remains aligned with funding guidelines (e.g. HOME-ARP, city contracts, HUD, local grants).
• Monitor performance metrics, outcomes, and key indicators; analyze trends and lead continuous improvement/quality assurance efforts.
• Lead program evaluations, audits, and reviews; ensure corrective actions and lessons learned are applied.
• Ensure that all facets of shelter operations function smoothly: intake, security, resident services, maintenance, supply chain, data systems, scheduling, transportation, etc.
• Approve or oversee major operational decisions, especially those affecting capacity, service model changes, or resource allocation.
• Ensure policies and procedures are up-to-date, documented, and adhered to by all staff.
• Hire, train, mentor, and evaluate supervisors, case managers, support staff, security, and other personnel.
• Set staffing levels, shift patterns, and staffing models.
• Conduct performance reviews, disciplinary actions, and professional development planning.
• Facilitate regular staff meetings, leadership meetings, policy briefings, and culture-building.
• Ensure staff compliance with trauma-informed practice, cultural humility, de-escalation, crisis response training, and other required skill sets.
• Develop and manage the program budget, monitor expenditures, ensure cost controls, and align spending with funding sources.
• Oversee procurement, purchasing, and supply management.
• Serve as the external face of the program: liaise with city agencies, funders, partner service providers (e.g. behavioral health, legal aid, housing authorities).
• Represent the program in community meetings, coalitions, planning bodies, and advocacy forums.
• Negotiate MOUs, service agreements, referral partnerships, and collaborative protocols.
• Set standards for resident care, dignity, complaint resolution, feedback loops, and satisfaction monitoring.
• Ensure resident orientation, rule enforcement, grievance processes, and exit planning are administered consistently.
• Oversee resident transitions, follow-up supports, and monitoring of longer-term outcomes (post-exit follow-ups).
• Monitor grievances, incident trends, and use findings to inform policy improvements.

Qualifications and Requirements

• Bachelor’s degree in Social Work, Public Administration, Nonprofit Management, Human Services, or related; Master’s preferred. 3-5 years managing experience in shelter, emergency management, or social services.
• Relevant certification and/or licensure (e.g., certified addictions counselor) may substitute for educational requirements.
• Experience assisting clients with public benefit applications (e.g., SNAP, Social Security, Medicaid).
• Strong organizational, problem-solving, and communication skills.
• Ability to build trusting relationships with vulnerable populations and work effectively within a multidisciplinary team.
• Familiarity with trauma-informed, harm reduction, and culturally competent service approaches.
• Bilingual (English/Spanish) preferred but not required.
• Proficiency in maintaining case documentation and adhering to confidentiality standards.
• Able to thrive in a fast-paced, multicultural environment.

Non-Negotiable Expectations

• Punctuality and attendance on all scheduled shifts.
• Communicating with clients and colleagues in a professional, respectful, and constructive manner.
• Treating clients with dignity.
• Upholding confidentiality at all times.
• Commitment to a safe, harassment, and discrimination-free workplace.

Physical Demands

• Use of manual dexterity, tactile, visual, and audio acuity.
• Use of repetitive motion, prolonged periods of sitting, and sustained visual and mental applications and demands.
• Occasional lifting (up to 25 pounds), bending, pulling, and carrying.

Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

Blingual (English/Spanish) preferred but not required.