Program Manager

What Is a Program Manager?

The Program Manager ensures the successful delivery of high-quality services by providing administrative oversight and supervisory leadership to the program staff through a hands‑on, lead-by-example approach. Responsibilities of the Program Manager include:

• Carrying a small caseload of more challenging and complex clients
• Providing field‑based case management and service coordination services designed to assist clients

• Overseeing day‑to‑day service delivery by providing direct supervision to program staff, facilitating case consultation, guiding delivery, and providing support with complex or challenging issues
• Ensuring the development and implementation of a team‑based approach to service delivery that incorporates evidence‑based practices, leverages the strengths of individuals and the group as a whole, and fosters professional growth
• Monitoring and verifying services provided to each client to determine quality and effectiveness of services
• Acting as the primary point of contact to address client‑level and structural problems as they arise
• Conducting supervisory meetings and providing regular feedback, guidance and training to case management staff
• Recruiting, hiring and training new staff as needed
• Fundraising
• Office management
• Additional duties as assigned

• Implement policies, procedures and practices that ensure the delivery of quality services that are in compliance with contractual obligations and agency standards
• Coordinating services with partner agencies including the creation of written documentation that accurately reflects partnerships

• Ensuring that all documentation standards set forth by the program contract and policies are maintained through monitoring and regular audits
• Reviewing client service plans to ensure that services are appropriate, documentation is accurate and complete, and that all standards have been adhered to
• Generating regular reporting, assessing outcomes, and analyzing and communicating observed trends or needs that may impact services

• Display excellent leadership skills with a hands‑on, lead‑by‑example approach
• Have experience in case management, mental health and community resources
• Demonstrate knowledge and understanding of evidence‑based practices in service delivery such as intensive case management, motivational interviewing, harm reduction, critical time intervention and housing first
• Demonstrate strong interpersonal skills and the ability to work in a variety of settings with a diverse range of individuals in a culturally sensitive and appropriate manner
• Maintain and execute confidential information according to HIPAA standards
• Possess a high level of tolerance and understanding for individuals with urgent and multiple case management and health needs
• Work just as well independently as they do on a team
• Exercise mature judgement, and are highly motivated, self‑starting and proactive
• Are excellent at communicating, whether in writing or verbally
• Have a strong sense of prioritization and can coordinate multiple demands in a high‑pressure environment
• LPCC/LPC/LISW or LSW strongly preferred

• Have at least 2 years of experience in a leadership role in social services or related field
• Be able and willing to work flexible hours which may include evenings or weekends
• Have or be able and willing to obtain CPR/First Aid training
• Have reliable transportation and:
  • A valid driver’s license
  • Auto Insurance
• Successfully complete the following as a condition of hire:
  • Background Screening
  • Education verification