Drop-In Program Manager

• Location 1458 Chicago Ave,Evanston, IL, 60201,United States
• Base Pay $70,000.00 / Year
• Employee Type PT Exempt

Description

The Drop-In Program Manager is based on-site across CFTH's Drop-In locations and is responsible for the daily operational and people management of Drop-In frontline and case management staff. The Program Manager directly supervises all Program Support Specialists and Community Case Managers, is accountable for staff performance, consistency, and the overall functioning of Drop-In programs, and oversees HMIS/data quality. This role also provides significant, hands-on support to staff and Participants as part of a shared, program-wide approach to crisis response, not as a responsibility that sits with the Program Manager alone.

The Program Manager works in close partnership with the Drop-In Program Support Lead on day-to-day frontline coordination, and reports to the Director of Drop-In & Outreach Programs.

• Work in close, collaborative partnership with the Drop-In Program Support Lead on day-to-day frontline coordination and operations, including aligning on daily priorities and operational needs as they arise; formal supervision and performance management of the Drop-In Program Support Lead remain with the Director
• Help co-lead, take notes for, and prepare agendas for weekly team meetings and other staff meetings
• Collaborate closely with the Coordinated Entry and Training Manager, who provides ongoing HMIS mentorship and technical guidance (a defined, collaborative relationship, not a supervisory one)
• Collaborate regularly with the Health Team to ensure streamlined, effective whole-person care for Participants

• Supervise, manage, and mentor all Program Support Specialists and Community Case Managers across Drop-In locations (8 direct reports)
• Conduct regular individual supervision with each direct report, at least monthly and more frequently based on role, onboarding status, performance, or program need; conduct weekly check-ins with onboarding staff and staff on Performance Improvement Plans (PIPs)
• Co-lead monthly group, role-based supervision sessions (frontline and case managers held separately) alongside the Director
• Provide timely coaching and documentation of performance and conduct concerns as they arise; reinforce expectations consistently across the team; elevate significant concerns to the Director as appropriate
• Provide regular performance reviews and conduct performance management, including PIPs, for direct reports
• Approve staff timecards and manage time-off requests for direct reports
• Delegate work assignments to direct reports in accordance with agency and program policies
• Ensure the implementation of evidence-based practices, CFTH's Core Values, and Philosophy of Care within Drop-In programs; provide mentorship and training to staff as needed
• Develop agendas for and lead regular program and team meetings to ensure coordination of care

• Oversee the quality and consistency of case management practice across Community Case Managers, including documentation and case notes
• Support and monitor progress toward housing-focused outcomes for Participants
• Facilitate or participate in case consultation to support Community Case Managers with complex or high-need cases
• Support Community Case Managers with new Participant intakes and onboarding into case management as needed, working collaboratively and providing backup capacity.
• Reinforce professional boundaries and ethical practice standards in case management work

• Monitor the incident reporting log and follow up as needed with participants and staff when incidents occur, including supporting…