Title:

Program Manager Department:

Homeless & Housing Program:

Resource & Outreach Services Reports To:

Program Director The Program Manager of Resource & Outreach is responsible for overseeing the daily operations, staff performance, and service delivery of resource and outreach-based programs, including mobile services, community-based engagement, and resource coordination. This role ensures individuals and families can access basic needs, referrals, and problem-solving support through both mobile and site-based service delivery. The Program Manager provides supervision and accountability for program staff, including but not limited to YHDP, Faith-Based, and Resource & outreach staff, ensuring services are delivered consistently, safely, and in alignment with program expectations and agency standards. This position is responsible for operational decision-making, staff performance management, and maintaining a structured, responsive, and participant-centered service model. This role is primarily operational and oversight-focused, with the ability to step in during crisis situations or high-need circumstances to support staff and ensure safety and continuity of services.

Essential Job Functions:

• Oversee day-to-day operations of resource and outreach services, including mobile service delivery, community-based engagement, outreach, and problem-solving interventions
• Ensure consistent, low-barrier access to services, including basic needs, referrals, and problem-solving support across both mobile and site-based environments
• Oversee program services, including outreach, resources, engagement, and problem-solving interventions
• Ensure implementation, requirements, ensuring compliance, documentation practices, and alignment with funder expectations
• Ensure problem-solving practices are consistently applied across staff and aligned with program best practices
• Monitor program activity and service delivery to ensure timely, effective, and appropriate participant engagement
• Monitor program activity and utilization to identify trends and opportunities for improvement
• Support system navigation by ensuring participants are connected to appropriate next steps within the housing continuum
• Identify and address operational challenges, including service bottlenecks, staffing gaps, and resource limitations
• Supervise and support staff, ensuring accountability, productivity, and alignment with program expectations
• Provide clear direction and decision-making related to program operations, staffing, and service delivery
• Address staff performance concerns directly and implement corrective actions as needed in alignment with agency policies
• Support onboarding, training, and ongoing staff development to ensure consistent service delivery and adherence to program standards
• Manage staff workflow, assignments, and daily operations across multiple service areas
• Support staff in navigating complex cases, participant engagement, and service planning
• Ensure staff maintain appropriate documentation, data entry, tracking, and reporting related to service delivery and participant engagement
• Collaborate with internal programs, including Permanent Housing, Interim Housing, and Outreach teams, to ensure coordinated access to services and appropriate referrals
• Oversee coordination with faith-based and community partners, ensuring effective collaboration, engagement, and alignment with program goals
• Support expansion and maintenance of community partnerships to enhance resource availability and service access
• Represent the agency in community meetings, outreach events, and system coordination efforts
• Communicate program updates, challenges, and successes to leadership and stakeholders
• Oversee mobile service operations, including deployment of the shower trailer and supply distribution units, ensuring effective coordination, safety, and service delivery in community settings
• Ensure mobile services align with program goals and provide consistent access to basic needs and referrals
• Respond to crisis situations, safety concerns, and escalated incidents, providing guidance and support to staff while maintaining a safe environment
• Ensure appropriate escalation of incidents and communication with leadership as needed
• Maintain confidentiality and uphold agency policies and procedures
• Attend required meetings, trainings, and community events
• Perform additional duties, projects, and responsibilities as assigned by Supervisor in support of agency goals, program operations, and program outcomes, including responsibilities not specifically outlined in this job description

Knowledge, Skills & Abilities:

• Strong understanding of Housing First, Harm Reduction, Trauma-Informed Care, Motivational Interviewing, and the Coordinated Entry System
• Knowledge of homeless services systems, public benefits, and community resources available to individuals and families experiencing homelessness
• Understanding of barriers impacting participants experiencing homelessness, including domestic violence, behavioral health, substance use, and economic instability
• Knowledge of HMIS, CHAMP, and similar housing assistance or case management systems
• Ability to supervise, mentor, and hold staff accountable for performance and productivity
• Ability to make sound operational decisions and resolve staffing and participant-related concerns
• Ability to promote cooperation, teamwork, and commitment toward program goals
• Ability to provide constructive feedback, coaching, and corrective action when necessary
• Ability to exercise sound judgment and recognize when escalation or leadership support is needed
• Excellent verbal and written communication skills
• Ability to communicate professionally and effectively with participants, staff, leadership, community partners, and funders
• Ability to maintain professional boundaries and confidentiality
• Ability to work collaboratively with internal staff, County partners, community providers, volunteers, and diverse populations
• Ability to demonstrate professionalism and maintain composure in sensitive or high-stress situations
• Strong organizational skills and attention to detail
• Ability to analyze data, monitor program performance, and implement improvements
• Ability to translate program data and trends into actionable workflow improvements and staff expectations
• Strong problem-solving, critical-thinking, and decision-making skills
• Ability to manage multiple projects, meet deadlines, and adapt to changing circumstances
• Strong time management and multitasking abilities in a fast-paced environment
• Ability to effectively engage participants experiencing crisis or high levels of stress
• Ability to respond appropriately to crisis situations and potentially hostile environments
• Ability to support staff and participants dealing with behavioral health, substance use, homelessness, and related challenges
• Ability to provide culturally responsive and participant-centered services
• Proficiency in Microsoft Office, Google Workspace, HMIS, and ability to learn new systems quickly
• Ability to operate standard office equipment
• Ability to maintain accurate records, documentation, and reporting requirements
• Ability to work a flexible schedule, including evenings, weekends, and emergency response services as needed
• Ability to travel throughout Antelope Valley and Los Angeles County; use of a personal vehicle may be required
• Ability to read and write in English; bilingual abilities preferred but not required
• Demonstrated accountability, reliability, punctuality, and attendance consistency

Role Clarification:

The Manager of Resource & Outreach holds full supervisory and decision-making authority for assigned programs and staff. This includes responsibility for staff performance management, corrective action, program operations, and final decision-making related to service delivery. This role is responsible for resolving the majority of operational, staffing, and participant-related issues at the program level, including day-to-day decision-making, workflow management, and service delivery. Escalation to the Director is appropriate for complex, high-risk, or system-level concerns, including those that impact program performance across service areas, require significant operational or staffing changes, or present risk related to compliance, funding, or safety. This role is primarily supervisory and administrative in nature and is not intended to function as a direct service position; however may step in during complex cases or critical situations to support program continuity and performance.

Qualifications & Experience:

• Bachelor's Degree in Social/Human Services or a related field, preferred; equivalent combination of education and experience will be considered
• Minimum two (2) years of supervisory or leadership experience in homeless services, outreach, access programs, or related programs serving vulnerable populations
• Minimum one (1) year of supervisory or administrative experience in a nonprofit or human services setting serving individuals experiencing homelessness, mental illness, substance use, domestic violence, sexual assault, human trafficking, or other complex needs
• Minimum one (1) year of direct service or case management experience working with individuals experiencing homelessness or similar populations
• Strong knowledge of the social services field and demonstrated experience in the implementation and/or management of programs within nonprofit, government, or private sector settings
• Experience with community-based service delivery, outreach, or engagement-focused programming strongly preferred
• Experience with Homeless Management Information System (HMIS) or comparable database systems preferred
• Experience with mobile service delivery, resource coordination, or low-barrier service models strongly preferred
• Ability to manage staff, program operations, and service delivery across both mobile and site-based environments
• Relevant experience may be substituted for education.

Agency Requirements:

• Valid California Driver's License required
• Reliable transportation required
• Current auto insurance required
• Clean driving record required

Physical Demands & Work Conditions:

To successfully perform the essential functions of this position, an employee must be able to meet the following physical demands and work conditions:

• May interact with individuals experiencing crisis, illness, substance use, or challenges related to personal hygiene and safety awareness
• May encounter unpleasant environmental or sensory demands associated with substance use, mental health symptoms, or lack of personal care
• May experience crisis situations and potentially hostile situations, must be ready to respond quickly and effectively.

An employee is required to:

• Walk and climb stairs
• Handle, grasp and manipulate objects and equipment
• Reach above shoulder level and below waist
• Communicate effectively verbally and in writing
• Move quickly and safely between locations
• Perform repetitive hand, wrist, and finger motions
• Climb stools, steps, or ladders as needed
• Work outdoors in varying weather conditions
• Lift and carry up to 10 lbs.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions of the position. Employees requiring accommodations should notify Human Resources as soon as the need becomes known.

Benefits:

Health Employee Assistance Plan Paid Sick Dental Cafeteria 125 Plan Paid Vacation Vision Retirement Plan Personal Days Life Insurance 14

Observed Holidays Schedule:

Monday through Friday 8:00 a.m. to 5:00 p.m.; however, evenings, weekends, holidays and on call responsibilities may be required based on program or agency needs

Compensation:

Salary:

$70,304 annually This is a full-time, exempt position.

An Equal Opportunity Employer:

Selection will be based solely on merit and will be without discrimination because of age, race, sex, religion, national origin, marital status, sexual orientation, mental or physical disability.

Pay:

$70,304.00 per year

Work Location:

In person