Program Manager

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary 

Our interim housing sites are a connection point for participants, staff, community partners; and funders who set expectations for excellence. The Program Manager is responsible for all of it.

Reporting to the Director of Interim Housing or Senior Director of Programs, the Program Manager is the main leader at the site level. They are responsible for day-to-day operations, supervising staff, keeping participants safe, and making sure the site meets all contract requirements. This role sets the standard for how services are delivered, how staff show up, and how the site runs — not just during regular hours, but across every shift, in every interaction, and under the close watch of every funder. When something goes wrong, the Program Manager responds. When paperwork falls short, the Program Manager fixes it. When a participant's path to permanent housing slows down, the Program Manager makes sure the team has what it needs to move things forward.

This role covers a lot of ground. It includes managing people, monitoring compliance, responding to incidents, coordinating across departments, representing the organization in the community, and overseeing services that keep participants at the center. All of this happens in programs that run around the clock and serve people dealing with serious instability. That is not by accident. Interim housing is complex, and the Program Manager is the person Hope the Mission trusts to lead it well. The quality of leadership at this level determines whether HTM's sites are places where people feel safe, supported, and moving toward something better — or just places where people stay.

Primary Duties and Responsibilities 

Contract Compliance and Quality Assurance

• Ensures program operations comply with all applicable funder requirements, Scope of Required Services (SRS), agency policies, and regulatory standards

• Monitors performance metrics, data integrity, and quality assurance processes to ensure contract outcomes are met

• Ensures adherence to site-specific operational, health, and safety requirements as outlined in Program Standards, Facility Standards, and funder directives, including personal property storage, sanitation, security coordination, medication protocols, emergency preparedness, inspections, and Department of Public Health compliance

• Escalates areas of concern to the Director level for awareness and resolution.

Staff Leadership and Supervision

• Provides direct supervision to all program staff, including participation in hiring, onboarding, training, coaching, performance management, and accountability processes

• Ensures consistent operational coverage across all shifts and maintains high-quality, trauma-informed service delivery at all times

• Identifies staff development needs and supports ongoing growth through regular feedback, supervision, and coaching

Participant Services and Outcomes

• Oversees participant-centered service delivery grounded in Housing First, Harm Reduction, and Trauma-Informed Care principles

• Coordinates with internal departments, community partners, Coordinated Entry System (CES) stakeholders, and public agencies to support participant outcomes and system alignment

• Ensures participants are actively connected to housing pathways and that the team has the tools and direction needed to move cases forward

• Ensures that the interim housing site is maintained as a community; ensuring that maintenance, safety, and quality and compliance standards are met

Cross-Departmental Coordination

• Collaborates with Finance, Facilities, HR, IT, Development, and Compliance teams to ensure timely reporting, budget tracking, procurement, facility readiness, and administrative requirements are met

• Serves as a key point of contact for high-level communications to volunteers, leadership, and other stakeholders

• Facilitates special events with interdepartmental coordination and volunteer engagement

Incident Response and Operational Oversight

• Responds to emergent operational needs, participant crises, safety concerns, and incidents as they arise

• Ensures all incidents are documented accurately, escalated appropriately, and followed through in alignment with agency policies and funder requirements

• Identifies operational gaps and recommends improvements to policies, procedures, and service delivery practices

• Responsive and available to operational concerns across evenings, overnight shifts, and weekends, as needed.

Community and Stakeholder Representation

• Represents the organization in meetings, site visits, trainings, and community forums as assigned

• For Family Interim Housing sites: oversees operations in compliance with the Family Interim Housing SRS, including CES participation, Family Solutions Center coordination, and mandated reporting obligations applicable to households with minor children

General Responsibilities

• Performs other duties as assigned

Skills & Competencies

• Demonstrated ability to interpret and operationalize Scopes of Required Services (SRS), Program Standards, and funder requirements

• Experience monitoring KPIs, identifying compliance risks, and implementing corrective action with working knowledge of CES, City, County, and HUD regulations and funder-specific requirements

• Demonstrated ability to supervise, coach, and develop multidisciplinary teams in a human services setting

• Skill in performance management, accountability, training reinforcement, and coverage planning. Experience managing staffing ratios, schedules, and on-call escalation systems in 24/7 operational environments

• Applied knowledge of Housing First, Harm Reduction, Trauma-Informed Care, and problem-solving and diversion models

• Ability to assess participant acuity and provide staff with guidance on appropriate interventions. Commitment to participant-centered decision-making decisions grounded dignity and respect.

• Ability to collaborate effectively with CES partners, housing navigation teams, service providers and external agencies. Ability to facilitate warm handoffs and coordinated care planning across service systems

• Strong written and verbal communication skills, including documentation, reporting, and professional correspondence

• Ability to analyze information, make timely decisions, and manage competing priorities effectively

• Proficiency with Microsoft Office and basic reporting tools

Qualifications 

• Bachelor’s degree preferred with equivalent experience considered; 3+ years in homeless or human services programs; 3+ years supervisory experience; knowledge of Housing First, Harm Reduction, and Trauma-Informed Care.

• HMIS and/or CHAMP experience (preferred)

• Ability to drive as a part of work, meeting and maintaining all company requirements.

• Previous experience managing motel, congregate, or village-style interim housing environments

Requirements

• Background Screening – Employment is contingent upon the successful completion of  background checks as required per worksite.

• Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.

• Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record (meeting criteria of HTM’s commercial insurance), a CA drivers license, and proof of vehicle insurance coverage.

• Legal Eligibility to Work – Must maintain proof of legal authorization to work in the US.

• Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

• Must have reliable transportation.