Program Manager - Direct Services

Job Title

Program Manager – Direct Services

Full-time, Exempt

$50,000 to $65,000

Chief of Advancement and Programs

Responsible for overseeing the operational management of the Direct Services team serving families with basic needs, including access to diapers, incontinence supplies, and community resources. This is a working manager position that requires consistent hands‑on participation in client enrollment alongside team supervision to ensure efficient enrollment and effective delivery of services to clients. This position works closely alongside the Chief of Advancement and Programs to enhance staff performance, ensure compliance with funding requirements, and continuously improve the scope and depth of services provided.

• Provide proactive hands‑on support with document verification, delivery form processing, and call queue management during periods of high demand
• Ensure Enrollment Specialists meet or exceed processing standards of 25 client delivery forms daily within the 10 business day response window
• Oversee the assignment of clients in Salesforce to Direct Services staff to maintain balanced workloads and optimal service delivery
• Operate from a strengths‑based perspective using active listening skills to show respect and demonstrate empathy for the lived experiences of a diverse clientele
• Maintain confidentiality concerning client stories and personally‑identifying information
• Expand and strengthen the network of wrap‑around partners addressing basic needs and social determinants of health

• Serve as the primary escalation point for client concerns related to diapering, menstrual products, and youth or adult incontinence services, working cross‑departmentally to achieve optimal client outcomes
• Assist with developing job descriptions, interviewing, training, and providing ongoing coaching of Direct Services staff, interns, and work‑study students
• Approve and submit timesheets and PTO requests for Direct Services staff while maintaining optimal staffing to meet client needs
• Conduct new hire and annual performance reviews for Direct Services staff and implement personnel improvement measures to meet or exceed programmatic goals
• Build staff capacity for holistic client assessment, wraparound service referrals, and care coordination to support expanded family services
• Monitor and report on key performance indicators, including total number of clients assisted by the Direct Services team and total number of wrap‑around referrals provided per service annually
• Develop and maintain Standard Operating Procedures (SOPs) for each direct services line to ensure consistency and quality across all programs
• Create and maintain knowledge base documentation to support staff in responding to client questions about supplemental documents and program requirements
• Serve as subject matter expert on Salesforce and its use in programmatic functions, providing training and troubleshooting support to team members
• Proactively identify skill gaps and coordinate training or professional development opportunities to enhance Direct Services team capabilities
• Lead Direct Services team response during emergencies, disasters, or community crises, collaborating with the Chief of Advancement and Programs on crisis communication and resource allocation
• Meet regularly with the Chief of Advancement and Programs to provide program updates, elevate and solve problems or risks to the program, and identify opportunities to innovate or improve policies and procedures

• Conduct weekly randomized reviews of client records to ensure accuracy, service quality, and compliance with documentation standards for funder requirements
• Reconcile Salesforce exception reports weekly, identifying and addressing systemic issues including duplicate records, incomplete intakes, missing data, and duplicate enrollments
• Design and implement client assessment tools, outcome measurement systems, and satisfaction surveys to evaluate program effectiveness and support continuous improvement
• Analyze referral source data to understand referral…