Single Adult Emergency Shelter - Program Manager (Wed-Sat or Sun-Wed 11am-10:30pm)

The Program Manager is responsible for overseeing all supportive services at their assigned location. Core responsibilities include collaborative service delivery, team management, and program quality improvement through the identification of service gaps and support in implementing new initiatives. This mid-level leadership role supervises a team of direct service staff working varied shifts, including evenings, weekends, and overnights, and reports directly to the Director of Programs. Limited travel in the Phoenix metro area using personal transportation is required. 

Professional Behaviors & Expectations 

• Demonstrates professional, timely, and accurate communication when responding to questions or requests from staff, funders, partners, and clients; researches information as needed to provide informed and respectful answers. 
• Engages in collaborative problem-solving across all departments, approaching challenges with a solutions-focused mindset and a commitment to organizational success. 
• Maintains accountability for assigned duties and deadlines, following through on commitments and proactively communicating barriers or support needed to achieve results. 
• Models positive interpersonal behavior at all times, including refraining from gossip, negative commentary, or disrespect toward colleagues, clients, or partners; fosters a supportive, inclusive work environment. 
• Represents CASS with professionalism and integrity in all interactions, promoting the organization and its mission positively and upholding CASS values in daily decision-making and conduct. 
• Actively participates in meetings, trainings, feedback sessions, and daily interactions in an engaging, positive, and solutions-oriented manner; contributes constructively, listens respectfully, and supports a collaborative environment with coworkers, funders, and clients 

Essential Functions: 

1. Program Quality and Service Improvement 
2. Actively involve team members and lead the effort to identify improvements to client services and housing programs; communicate actionable suggestions to the Director of Programs.  
3. Stay contemporary with community needs assessments and use that information to craft compelling proposals for new programs and improved service offerings.  
4. Support the implementation of new program models, policies, and workflows as directed. 
5. Lead tours that showcase the program’s services, outcomes, and impact to prospective partners and stakeholders. 
6. Facilitate meaningful conversations among staff, clients, and community partners to foster collaboration and problem solving.

1. Collaborative Service Delivery 
2. Coordinate with internal department and external partners to ensure delivery of consistent, trauma-informed, and client-centered services.  
3. Maintain effective partnerships with agencies that complement or enhance CASS’s services. 
4. Contribute to development and refinement of operational procedures in collaboration with staff, peers, and leadership.  
5. Represent CASS to funders and outside agencies on supportive services or housing programs as assigned. 

1. Team Leadership and Staff Development 
2. Maintain an updated staffing plan in alignment with approved budget and scheduling needs; work with the Director of Programs to make changes when appropriate.  
3. Supervise a team of frontline staff; provide regular feedback, performance reviews, and development opportunities. 
4. Ensure clarity of staff roles and responsibilities, maintaining up-to-date job descriptions and expectations. 
5. Address performance and conduct concerns with appropriate coaching or corrective action, in collaboration with HR and the Director of Programs. 

1. Program Performance and Accountability 
2. Monitor key performance indicators, documentation quality, and service delivery benchmarks for your team. 
3. Participate in the collection, analysis, and use of data to drive continuous improvement. 
4. Respond to trends in service outcomes and client feedback in coordination with the Director of Programs. 

Other Duties: 

1. Work with Director of Programs to define key team performance measure and goals; work with your team and functional peers to collect, analyze, repot respond to performance data. 
2. Lead the effort to review and appropriately respond to data and feedback on your team’s performance. 
3. Perform other duties as assigned and required.

Needed Competencies and Proficiencies 

1. Ability to quickly build trust and strong relationships with staff, peers, partners, and other stakeholders. 
2. Demonstrated skill in leading frontline teams with a focus on accountability, coaching, and staff development. 
3. Comfortable working in a fast-paced environment with quickly evolving urgencies; able to remain calm and in control when issues arise by using long-term goals and objectives to help guide the way forward. 
4. Team oriented with a preference for working in a collaborative setting that values diverse opinions to include but not limited for problem-solving and improving services.   
5. Ability to communicate clearly and professionally across different levels of staff and with external partners.   
6. Strong organizational skills and attention to detail, particularly in implementing processes and tracking team performance.  
7. Enthusiastic at the prospect of engaging stakeholders (staff, clients, funders, government agencies, other service providers) to create and implement innovative programs and changes to further CASS’ mission to end homelessness. 
8. Ability to role model strong work ethic with a focus on achieving performance goals. 

Physical Demands: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. Visual acuity and physical ability to operate a motor vehicle. 

Position Type and Expected Hours of Work: 

This is a full-time position. Days and hours of work are Wed-Sat or Sun-Wed 11:00 a.m. to 10:30 p.m. with time allotted for breaks/lunch. Evening and weekend work may be occasionally required as job duties demand. Travel is primarily local during the business day. 

Required: 

1. Associate degree in Business Administration, Social Work, Public Administration, Nonprofit Management, or a related human services field. 
2. Minimum of 2 years of progressively responsible leadership experience in nonprofit or human services programs, including supervision of teams and programs. 
3. Demonstrated success in implementing and improving programs aligned with organizational and community goals. 
4. Experience interacting with cross-functional teams and supporting other mid-level managers in staff supervision and performance improvement. 
5. Strong interpersonal, coaching, along with clear written and verbal communication abilities, with a demonstrated ability to support performance growth and team success. 
6. Familiarity with trauma-informed care principles and client-centered service models. 
7. Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint). 
8. Must possess and maintain a valid driver’s license, with no moving violations or accidents within the past 39 months and meet company insurance eligibility requirements. Must also successfully complete behind-the-wheel training. 
9. CPR/First Aid certification and Naloxone (Narcan) training within 90 days of employment. 
10. CPI (Crisis Prevention Intervention) training within 90 days of employment. 
11. Possess a moderate level of proficiency in data entry, Microsoft Word and Excel.

Preferred

1. Bachelor’s degree in business administration, Social Work, Public Administration, Nonprofit Management, or a related human services field. 
2. Four or more years of experience in human services or nonprofit program leadership. 
3. Experience managing shelter, housing or supportive services programs and working with individuals and families experiencing homelessness. 
4. Knowledge of HUD funding, grant compliance requirements, and funder reporting protocols. 
5. Familiarity with Homeless Management Information System (HMIS) or similar client data systems. 
6. Certification or formal training in trauma-informed care models.