Engagment Center Program Manager

Job Title: Engagement Center Program Manager

Classification: Exempt (Salary)

Status: Full-Time

Location: Davis Square, Somerville MA

Department: Homeless Services

Reports to: Director of Homeless Services

The Somerville Homeless Coalition is a human services agency providing homeless families and individuals with emergency shelter, street outreach services, case management, housing search, permanent supportive housing, homeless prevention and connections to supplementary community-based services. We also operate a food pantry marketplace, grocery home delivery and community meals program - Project SOUP. Our programming is dynamic, fast-paced and impactful with people seeking a wide-range of services, support and resources.

To learn more, please visit SHC's website.

The Engagement Center Program Manager oversees and is responsible for managing the day-to-day operations of the Somerville Homeless Coalition’s day drop-in Engagement Center. The person holding this position will be empathetic, flexible, boundary conscious and professional. This position is responsible for supervising the Engagement Center’s front-line milieu staff and the housing search team. The Manager will also be responsible for overseeing the program facility/office environment out of which the Engagement Center operates.

• Develop, encourage and lead a positive, professional and productive program environment for all clients, staff, volunteers, providers and visitors
• Manage all aspects of the day-to-day program operations at the Engagement Center
• Directly supervise, coach and support program front-line and housing search/case management team
• Develop a program and team that consistently maintains structure, health boundary adherence and accountability for clients and staff
• Identify, address, and follow-through with constructive resolution of all issues arising within the programs, including resolving complex situations
• Implement and coach team members to provide program and behavioral interventions, within a trauma-informed and harm reduction context, in an assertive manner that is creative, consistent, reasonable and decisive
• Ensure fair and consistent enforcement of established rules, policies and procedures
• Troubleshoot maintenance related items for the office facility and adjacent building areas, including maintaining program supplies inventory

• Supervise, coach and professionally develop Housing Navigators on skills and knowledge necessary to be effective and impactful with their clients
• Create Housing Navigators’ caseloads based on level of vulnerability and other established parameters
• Oversee and assist homeless clients in applying for all housing opportunities, public benefits and connecting clients to other mainstream resources
• Oversee assessments, housing plans, case management and post-housing placement stabilization

• Consistently initiate communication and be responsive with supervisor on program activities
• Manage hiring, training, supervision and evaluation of staff in conjunction with HR
• Monitor staff time sheets and other personnel related paperwork such as performance reviews
• Ensure clear, detailed, organized, timely and objective record keeping of program activities
• Monitor and ensure compliance with contractual requirements, particularly administrative tasks that include timely data entry into HMIS for assessments, contacts and case notes
• Use and train on Motivational Interviewing, conflict resolution, de-escalation and harm reduction
• Provide reflective listening, empathy, encouragement, accountability and support
• Ensure completion of all program paperwork and protocols by deadlines
• Collaborate with the organization and operation of all volunteer and in-kind donation activities
• Facilitate weekly staff meetings, professional development and attend service provider meetings
• Collaborate with intra-agency staff/programs and providers to offer cohesive network of support
• Manage timely and accurate HMIS data entry, contacts and online assessments