Program Manager

Job Location:

Phoenix, AZ 85008, Position Type:
Full Time, Education Level: 2 Year Degree, Salary Range: $79,043.00 - $79,043.00 Hourly,

Job Shift: Day, Job Category:
Shelter Services,

Reports to:

Regional Director, Emergency Services

Emergency Shelter

Maricopa County

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.

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

Goal:
Positively advance Agencies reputation in the broader community.

• Maintain active involvement with neighbors and program partners
• Maintain active involvement with community service organizations

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

• 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

• Confidentiality and the legal and ethical issues pertaining to case management
• Effective documentation and guidelines

• 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…