Program Manager

Reports to:

Regional Director, Emergency Services Department:
Emergency Shelter Region:
Maricopa County

Job Summary:

The Program Manager is responsible for overseeing the day-to-day operations of the Emergency Shelter Program, ensuring a guest-centered and housing-focused approach. Key duties include coordinating program services, developing community partnerships, and supervising staff, including case management and outreach teams. This position contributes to maintaining facility security, managing budgets, and fostering positive relationships with community partners, while upholding the agency’s values and mission.

Essential Duties and Responsibilities:

Emergency Shelter Program Goal:
Ensure a safe, housing-focused and client-centered shelter that maintains accurate data and strong communication with community partners

Oversee Guest Services and ensure a guest-focused, trauma-informed delivery

Coordinate with Case Management, Outreach, and Leasing Agent teams, ensuring a housing-focused operation

Encourage and discuss progress toward housing with shelter guest

Coordinate calendars and services provided by partner agencies

Oversee the collection and distribution of donations

Assist with monitoring facility security and maintenance

Ensure enforcement of our good neighbor policies

Assist with securing necessary resources

Oversee collection, input, and distribution of intakes/summary sheet /reports

Develop new partnerships with other agencies in order to enhance our current services

Manage program budget

Facilitate Resident Advisory Council and Partnership Meetings Community Relations Goal:
Positively advance Agencies reputation in the broader community.

Maintain active involvement with neighbors and program partners

Maintain active involvement with community service organizations

Staff Management Goals:
1) Elicit optimal performance from staff;
2) Promote Mercy House staff values

Provide oversight and lead by example in the direction of Site Leads, Intake Specialists, Overnight Coordinators, and Logistics Team Oversee the onboarding of new direct reports and coordinate on going trainings

Foster a spirit of teamwork and culture that is consistent with the agency's values

Maintain transparent communication with staff, supervisors, and all agency partners. Appropriately communicate organization information through group meetings, one-on-one meetings, emails, and regular interpersonal communication

Assist in various aspects of staff's duties

Assist in coordinating and managing on-site volunteers

Assist in coordinating and managing special group events and holiday events

Provide crisis/conflict intervention

Conduct 90-day, midyear, and annual reviews

Miscellaneous

Must participate in networking functions and community meetings

Attend staff meetings and training workshops as needed

Assist with general duties (stocking supplies, copies, fax, phone calls, etc.)Enhance job performance by applying up-to-date professional knowledge gained by attending seminars and conferences and reviewing professional publications

Perform ad hoc projects as appointed by Supervisor Knowledge of Confidentiality and the legal and ethical issues pertaining to case management

Effective documentation and guidelines

Education and Experience Associate's degree and at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations and have a working knowledge of mental health and addictions issue

Possess a high level of tolerance and understanding for individuals who present for services with urgent multiple case management and health needs

Ability to perform crisis intervention as needed

Ability to complete job duties that are guest-focused, trauma-informed, and housing-focused

General

Ability to work…