Program Manager, Navigation Center

Program Manager, Navigation Center Northeast Ohio Coalition for the Homeless - 2.0 Cleveland, OH Job Details Full-time $55,000 - $60,000 a year 17 hours ago Benefits Paid holidays Disability insurance Health insurance Dental insurance Paid time off Parental leave Employee assistance program Career development plan Vision insurance Professional development assistance Flexible schedule Life insurance Retirement plan Qualifications Staff supervision Teamwork Team supervision Working with trauma survivors Harm reduction Professional ethics Social service program staff supervision De-escalation techniques Master's degree Working with individuals experiencing homelessness Bachelor's degree Attention to detail Conflict management Organizational skills Leading team collaboration initiatives Working with individuals from underserved communities Quality data entry

Full Job Description Job Summary:

The Northeast Ohio Coalition for the Homeless (NEOCH) is seeking applicants for its Navigation Center Program Manager position. NEOCH is a 501(c)(3) nonprofit with a mission to eliminate the root causes of homelessness while loving our diverse community through organizing, advocacy, education, and street outreach. The Program Manager will lead, coordinate, and provide Center's supportive services in effort to ensure homelessness is brief, rare, and non-recurring. NEOCH's Navigation Center provides low-barrier, trauma-informed shelter for unhoused individuals in Cleveland/Cuyahoga County. The Program Manager supervises the Center's Housing Navigator(s), develops and provides intake assessments, crisis intervention, linkage to resources, and exits to positive housing outcomes. They work collaboratively and seamlessly with the Center's Operations Manager. This role is part of the Center Management Team and is critical to the Center and efforts to end homelessness in our community.

Supervisory Responsibilities:

Navigation Center Housing Navigator(s) Social Work Intern(s)

Hours:

As part of NEOCH's commitment to employee well-being and work-life balance, this position has the flexibility to set work hours that best fulfill the requirements of their role within the timeframe of 8:00 a.m. to 6:00 p.m. NEOCH's Navigation Center operates 24/7, 365 days a year. The first shift is 7a-3p; the second shift is 3p-11p; and the third shift is 11p-7a. Key Responsibilities (including but not limited to): Program Oversight Oversee all program components, including operational and financial processes for housing navigation, behavior health supports, and/or training; develop and monitor work plans, budgets, and reports Implement organizational policies and compliance standards Identify and resolve programmatic challenges proactively Pursue cross-departmental and community partner collaboration to optimize guest continuum of care from street outreach through housing navigation Provide oversight and implementation of social service access necessary to exit people from Center including: Intake/Needs Assessment for safety, mental health, substance abuse, trauma, and victimization, housing eligibility Connect persons to birth certificates, state ID, etc. Provide assistance with housing application processes for most appropriate and least restrictive housing levels of care e.g., community scattered site apartments, Permanent Supportive Housing, group homes/nursing homes, etc. Provide crisis intervention, service coordination, skill building, and education with sensitivity in relating to persons of varying backgrounds Use motivational interviewing to encourage self-agency and acceptance of services Connect individuals to services for healthcare, treatment, housing, and trauma healing, as needed Provide necessary follow-up aimed at establishing linkage or ongoing access to services Advocate for clients' access to community resources and services, ensuring that needs are met, and rights are maintained Coordination of transportation to critical appointments necessary for housing stabilization Staff Oversight and Supervision Provide direct supervision to designated staff at the Center. Scheduling staff to ensure coverage, direct coverage of shifts as needed, processing timesheets and time off requests, performance evaluations, and direct task supervision. Support team members in navigating challenging guest dynamics while modeling trauma-informed and housing-first practices. Provide scheduled at least weekly supervision with staff encompassing day-to-day tasks, program and agency goals, organizational standard adherence, and professional development of staff. Supervise and train social service interns dedicated to the Center. Ensure performance of assigned staff meet expectations of their respective job duties. Participate in weekly team debriefs and ongoing communication with program leadership. Coordinate social work internships with local universities. Crisis and Behavioral Health Support Ensure a welcoming, safe, and low-barrier environment by modeling and reinforcing trauma-informed, person-centered approaches. Provide real-time crisis management, de-escalation support, and team leadership. Screen for and understand behavioral health symptoms and linkage to immediate behavioral health needs including but not limited to: community mental health care, behavioral health urgent care, psychiatric probate, emergency room linkage, substance use treatment. Be point of contact for coordinating disability verifications. Understand and navigate the behavioral health system in Cuyahoga County on behalf of and in partnership with Center guests. Attend housing and behavioral health related meetings with community partners and be the representative for NEOCH's Navigation Center. Training Be a behavioral health information access point for all NEOCH staff. Provide Trauma-Informed Care training to NEOCH staff at least annually and to new staff. Provide Mental Health 101 training to NEOCH staff at least annually and to new staff. Provide Motivational Interviewing trainings to NEOCH staff at least annually and to new staff. Provide Compassion Fatigue and Vicarious Trauma training to NEOCH staff at least annually and to new staff. Provide other relevant training to NEOCH staff as helpful. Documentation, Data Collection & Reporting Maintain detailed progress notes, incident reports, and communication logs. Ensure staff submit all progress notes or other critical documentation in timely manner. Ensure accurate and timely data entry into the Homeless Management Information system (HMIS) in accordance with program requirements. Oversee data collection, date entry, and reporting for the Center's HMIS program requirements. Track and provide relevant program data to Director or other NEOCH departments as necessary for reporting.

Required Qualifications:

Bachelor's degree in social work, counseling, or related field Unencumbered LSW/LPC level of licensure, or ability to have license within first 6 months of employment At least two (2) years of experience in shelter, residential, outreach, or direct service settings. Training in trauma informed care, conflict resolution, and harm reduction models Proven experience working with the public, developing and maintaining excellent relationships Awareness of and adherence to strict boundaries and professional ethics in the care of others Belief in the principles of self-determination, social justice, and equity Demonstrated leadership or supervisory experience. Ability to work independently and be self-motivated Strong crisis management and interpersonal communication skills. Ability to work in high-stress or unpredictable situations. Commitment to housing-first, trauma-informed and harm reduction principles. Experience with Microsoft Suite, data entry and documentation Excellent oral, written, and organizational skills with attention to detail. Reliable transportation and punctuality. The organization values lived experience and diverse career pathways; an equivalent combination of education, professional experience, and demonstrated leadership in housing or human services will be considered.

Preferred Qualifications:

Master's degree in social work, counseling, or related field Experience with HMIS or other client data systems. Lived experience of homelessness or housing insecurity is highly valued. Compensation & Benefits Competitive wage: $55,000-60,000 annually Benefits include: Generous vacation, sick time, and paid holidays Health, dental, and vision insurance Life and disability insurance Flexible hybrid work environment Emphasis on work-life balance and staff well-being Weekly team debriefs and supportive supervision Opportunity to make a meaningful impact on Cleveland's homeless response efforts Work Environment & Physical Demands This role is based in a congregate shelter setting and may involve a mix of standing, walking, cleaning, and guest interaction throughout the shift. It includes regular engagement in a variety of indoor and outdoor environments, particularly during guest intake and extreme weather emergencies. Occasional lifting of up to 25 pounds may be required. Reasonable accommodation will be made for individuals with disabilities. Team members regularly work with individuals in crisis and may be exposed to environmental or health-related risks such as cold weather, pest control products, or infectious materials. NEOCH prioritizes staff safety and will provide training and resources to minimize risk and promote a trauma-informed, supportive workplace. NEOCH's Commitment to Equity NEOCH is committed to dismantling systemic oppression including racism, sexism, transphobia, classism, and ableism. We strongly encourage applications from people of color, LGBTQ+ individuals, and those with lived experience of homelessness or poverty. We are proud to be an equal opportunity employer.

Pay:

$55,000.00 - $60,000.00 per year

Benefits:

Dental insurance Employee assistance program Flexible schedule Health insurance Life insurance Paid time off Parental leave Professional development assistance Retirement plan Vision insurance People with a criminal record are encouraged to apply

Work Location:

In person