Program Manager - Services; TLS

Program Manager – Services

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

The path from homelessness to stable housing is rarely straightforward. It moves through outreach, crisis response, system navigation, and ongoing support — often all  Program Manager – Services makes sure HTM's programs work together as a clear, effective path through all of it.

Reporting to the Director of Programs, this role leads Access and Engagement or Housing Services programs, including outreach, problem solving, housing navigation, and stabilization. The Program Manager – Services, is responsible for supervising staff, maintaining service quality, ensuring contract compliance, and meeting documentation, data, performance, and reporting requirements established by applicable City, County, LAHSA, and other public funders. Responsibilities vary based on assigned program and may include Street-Based Engagement/Outreach, Navigation Center/CES Access Point, Day Labor Resource Center, or other Access & Engagement services.

This is a hands-on leadership role. The Program Manager – Services is present in the work — holding supervision meetings, reviewing files, responding to escalations, and holding the team accountable. The programs this role oversees are where people first connect to the system and where they either move toward housing or don't. That outcome is a leadership responsibility.

Primary Duties and Responsibilities

• Provides overall leadership and direction for assigned Access & Engagement and/or Housing Services programs
• Ensures assigned programs deliver all services required by the applicable Scope/Statement of Work, including outreach and engagement, CES access, Problem-Solving, case management, housing linkage, supportive-service referrals, employment services, participant stabilization, and other contract-specific services, as applicable to the assigned program.
• Street-Based Engagement/Outreach Programs:
  Oversees implementation of street-based outreach and ICMS services, including outreach coverage, participant engagement and re-engagement, assessments, CES coordination, housing and supportive-service linkages, multidisciplinary care coordination, and transitions to ongoing services in accordance with applicable County requirements.
• Navigation Center Programs:
  Oversees Navigation Center service delivery, including CES Access Point services, initial screening, Problem-Solving, emergency and supportive-service referrals, warm handoffs, document support, mail services, housing-focused case management, hygiene services, and participant access to required Navigation Center services.
• Day Labor Resource Center Programs:
  Oversees employment-focused services including participant and employer outreach, job placement, worker-rights education, wage-theft assistance, multi-benefit screening, pre-employment services, immigrant integration resources, supportive services, information and referrals, and other contract-required Day Labor services.
• Monitors program goals, performance benchmarks, and outcomes; implements timely adjustments to improve service delivery and participant results
• Ensures all participants are engaged with dignity, respect, and consistency, regardless of acuity or barriers
• Addresses participant concerns, conflicts, grievances, and complaints, escalating when necessary
• Maintains visible leadership presence within program operations, including site-based or field-based support as required

Participant Services and Service Access

• Ensures services are delivered in a participant-centered, culturally responsive, equitable, and trauma-informed manner consistent with applicable program and funder…