POSITION SUMMARY

The Program Manager oversees day-to-day operations of the EA Family Shelter Program site(s), ensuring full compliance with the EOHLC Scope of Service, achievement of rehousing and performance measures, and effective supervision of program staff across case management, housing search, direct care, and coordinator functions.

ESSENTIAL DUTIES & RESPONSIBILITIES

Hold accountability for contract performance metrics, including rehousing outcomes, inspection standards, and data quality/timeliness. Provide strategic and operational guidance to program staff in support of EOHLC's vision that family homelessness be rare, brief, and non-recurring. Facilitate staff connections to regional Continuums of Care (CoCs) and community/state agency partners (DMH, EEC, DESE, BSAS, DPH, DDS, ORI, MassAbility). Ensure adequate staffing, supervision, and training across all roles, including designated coordinator roles (Accessibility/ADAC, Child Services, DVSAHT, Employment, Family Noncompliance, Guest Rights and Grievance, Housing Navigation and HomeBASE, and Safety and Security), with identified backup coverage for each. Ensure staffing patterns meet EOHLC minimum requirements, including 24/7 on-site staffing at Congregate sites and 24/7 on-call coverage for emergencies. Oversee the shelter's response to EOHLC inspections, unit assessments, and any resulting corrective action plans, ensuring timely remediation. Oversee incident reporting protocols, ensuring submission within 24 hours and appropriate internal escalation to executive leadership when warranted. Represent the program during EOHLC mid-year and annual performance evaluations and in-person site visits, including staff and family interviews. Manage operational adjustments tied to shifts in shelter capacity or service model (e.g., activation of Flex Scattered Sites or Rapid Shelter Track), coordinating staffing pattern changes accordingly. Ensure compliance with Uniform Shelter Rules (USR), noncompliance procedures, and the family grievance process. Support hiring and retention of a diverse, bilingual workforce reflective of the families served. Ensure staff receive required training, including annual refreshers, and that training completion is documented and available for EOHLC review

QUALIFICATIONS

Bachelor's degree in Social Work, Public Administration, Human Services, or related field required; Master's degree preferred. Minimum 5 years of program management experience in shelter, housing, or homeless services; supervisory experience of multidisciplinary teams required. Strong knowledge of Massachusetts housing and homelessness systems, including EA Family Shelter and HomeBASE programs. Demonstrated experience managing government contracts, compliance requirements, and performance-based reporting. Excellent crisis management, supervisory, and organizational skills.

KNOWLEDGE, SKILLS & ABILITIES

Commitment to trauma-informed, person-centered, and culturally responsive practice with families experiencing homelessness. Ability to maintain professional boundaries and strict confidentiality of family and personnel records. Strong written and verbal communication skills; ability to communicate effectively with families, colleagues, and EOHLC staff. Ability to remain calm and exercise sound judgment in emergency or crisis situations. Commitment to non-discriminatory practice consistent with the Fair Housing Act and Americans with Disabilities Act (ADA). Bilingual/multilingual ability strongly preferred given the linguistic diversity of families served. Strong leadership and team-building skills across a multidisciplinary staff structure. Ability to manage competing priorities under regulatory oversight and tight compliance deadlines.

PHYSICAL DEMANDS & WORK ENVIRONMENT

Position is based at a shelter site and/or program office; may require travel between sites. Ability to sit, stand, walk, and climb stairs for extended periods; ability to lift/carry up to 25 lbs (e.g., supplies, linens). Ability to respond promptly to emergencies, including evacuation procedures, which may require rapid movement. Must successfully pass a CORI and SORI background check prior to hire and periodically thereafter, consistent with EOHLC policy. Flexibility to work some evenings, weekends, and holidays as program needs require. May require travel between multiple shelter sites and availability for urgent, after-hours program needs

SCHEDULE

Full-time; availability for on-call/emergency response as needed This job description reflects the general duties, responsibilities, and qualifications associated with this position within the FY27 Emergency Assistance (EA) Family Shelter Program, and is derived from the EOHLC Scope of Service. It is intended to convey the essential nature and scope of the position and is not an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified as program needs evolve. All positions are contingent upon successful completion of

CORI/SORI

background checks, in accordance with 101 CMR 15.00, 110 CMR 18.00, and 803 CMR 2.00, and are subject to periodic re-screening. Living Waters Shelter, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, religion, sex, gender identity, sexual orientation, disability, age, or any other protected characteristic.

Pay:

$70,000.00 - $80,000.00 per year

Work Location:

In person