Metro Transit Program Manager

Metro Transit Program Manager

Canopy Roots is partnering with the Metropolitan Council to operate a mobile crisis response program to support riders across the Minneapolis & St. Paul Metro Transit's light rail and bus systems. This initiative deploys unarmed, culturally responsive and trauma-informed teams to engage riders experiencing behavioral health crises, homelessness, or unmet social service needs. The program's goals include improving safety and rider experience on transit, providing compassionate de-escalation and stabilization, and ensuring riders are connected to the resources they need through intensive referrals, housing navigation, and behavioral health support.

As the Program Manager for the Metro Transit Community Response Team Mobile Crisis Response Program, you will oversee the day-to-day operations, staffing, and quality assurance of this systemwide initiative. You will serve as the primary point of contact with the Metropolitan Council, ensuring strong communication, compliance with contract requirements, and alignment with transit system needs. You will directly supervise the Response and Support Team Advocates, support their training and development, and collaborate with internal teams and external partners to ensure effective program operations.

The Program Manager is expected to provide a steady, values-based presence for both staff and stakeholders. The role requires leadership and oversight for teams managing high-acuity, high-visibility situations, requiring sound judgment, rapid decision-making, and composure under pressure. The role includes strategic planning, stakeholder engagement, contract compliance, and data-driven program improvement. The Program Manager is a full-time employee of Canopy Roots and will be primarily community-based, with a mix of on-site presence at Metro Transit facilities and virtual/office-based responsibilities.

Expectations for this role include setting a consistent and exemplary example of Canopy's values in action.

Start Date:

As soon as possible

Location:

Twin Cities Metro Area (primarily community- and field-based, with required attendance at Metro Transit partner meetings and staff gatherings).

Hiring Salary Range: $100,000 - $110,000, starting salary will depend on your skills and demonstrated readiness for the role.

Hours/Day:
Full-time, 40+ hours per week; flexibility required for evening or weekend coverage as needed. This role must deliver on-call support to ensure continuous service coverage during operating hours

Job Type: Exempt, Employee of Canopy Roots (not subcontractor)

• Oversee daily operations of the Community Response Team Mobile Crisis Response Program, ensuring daily coverage as staffing scales.
• Directly supervise Response Team and Support Team Advocates, providing coaching, performance evaluation, and support
• Support responders in identifying, escalating, and managing complex cases, including referrals for Rule 25 assessments, diagnostic evaluations, and county crisis team involvement
• Ensure crisis response services are clinically sound, trauma-informed, culturally responsive, and in compliance with program standards and Metro Transit RFP Scope of Work
• Facilitate weekly team meetings focused on consultation, peer learning, and skill development
• Conduct in-field shadowing and case consultation to support staff development and service quality
• Partner with Canopy's People Operations on recruitment, hiring, onboarding, and ongoing staff development. Manage scheduling, deployment, and operational logistics to ensure staff coverage across priority transit lines and facilities
• Work with Business Operations to address operational requirements that support program delivery
• Participate in critical incident debriefings and clinical reviews to maintain staff wellness and program fidelity.

• Serve as the primary liaison with the Metropolitan Council, attending meetings, responding to emerging priorities, and ensuring contract deliverables are met
• Monitor budget compliance, reporting, and contract metrics in collaboration with Canopy Roots' Finance Manager and Contract Operations Manager
• Develop, analyze, and report performance data to drive continuous improvement
• Maintain strong relationships with transit officials, community partners, and county service systems in partnership with the Marketing & Outreach team

• Establish and maintain program policies and procedures to ensure safety, effectiveness, and alignment with Metro Transit and Canopy Roots standards
• Ensure robust documentation and data collection, supporting accurate reporting to the Council and effective outcome tracking
• Work closely with the Contract Operations Manager to maintain program compliance and support timely reporting to the Metropolitan Council
• Collaborate with responder and support staff to identify programmatic challenges, implement solutions, and enhance service delivery
• Facilitate weekly…