H2O Pre-tenancy​/Tenancy - Program Manager

Program Manager

A New Leaf is committed to empowering individuals and enriching communities through transformative services. Our core values—Compassion, Passion for Results, Collaboration, Accountability, Integrity, and Conscientiousness—guide us in creating meaningful, lasting impacts in the communities we serve.

Job Summary:

The Program Manager is responsible for the day-to-day operational leadership and management of the H2O Program. Under the direction of the Director of Housing, Shelter & Support Services, this position oversees program operations, supervises Program Supervisors, and ensures services are delivered in compliance with AHCCCS requirements, contractual obligations, and agency standards. The Program Manager supports operational excellence, staff development, continuous quality improvement, and positive participant outcomes that promote housing stability.

Responsibilities:

• Provide day-to-day operational leadership and oversight of the H2O Program to ensure effective, efficient, and compliant service delivery aligned with agency objectives, contractual requirements, and organizational priorities.
• Supervise Program Supervisors and provide leadership, coaching, guidance, accountability, and support to ensure quality service delivery, employee development, and achievement of program goals.
• Recruit, hire, onboard, train, develop, and retain program staff in partnership with Human Resources.
• Monitor program operations, staffing, productivity, participant outcomes, workload distribution, and service delivery to identify trends, address operational challenges, and implement continuous quality improvement initiatives.
• Ensure appropriate staffing, resource allocation, and workload management to support operational effectiveness and continuity of services.
• Provide guidance and support to supervisors and staff in resolving complex participant situations, housing stabilization challenges, service delivery issues, and operational concerns.
• Partner with participants' Health Homes, Health Plans, Network Administrators (Solari/Banner), housing providers, and community partners to promote coordinated service delivery and positive participant outcomes.
• Collaborate with the H2O Compliance Manager and other leadership to monitor program performance, quality assurance activities, audits, corrective action plans, and compliance with AHCCCS requirements, contractual obligations, agency policies, and regulatory standards.
• Ensure timely, accurate, and compliant documentation, participant records, operational tracking, reporting, and record retention in accordance with agency policy, contractual requirements, and applicable regulations.
• Oversee operational processes supporting contracted service billing and invoicing to ensure services are accurately documented and submitted in accordance with funding requirements.
• Monitor documentation quality, operational performance, compliance indicators, and program outcomes, implementing corrective actions and process improvements as needed.
• Prepare, analyze, and present operational, compliance, performance, grant, and contractual reports for agency leadership, funders, and regulatory agencies as required.
• Lead operational preparation for internal and external audits and coordinate implementation of audit findings and corrective action plans.
• Participate in meetings with agency leadership regarding program operations, compliance requirements, contractual performance, organizational initiatives, and continuous quality improvement efforts.
• Collaborate with internal departments to support compliance monitoring, operational effectiveness, participant outcomes, and cross-functional initiatives.
• Coordinate implementation of compliance-related processes, operational changes, and program initiatives within assigned areas of responsibility.
• Oversee program onboarding, competency development, and ongoing training to ensure employees possess the knowledge and skills necessary to perform their responsibilities effectively.
• Partner with the Human Resources Compliance and Training Department to ensure employees complete all required onboarding, annual, regulatory, Relias, AHCCCS, and…