Program Manager

Job description

Job Title: Program Manager Full Time or Part Time: Full Time; may include evenings, weekends, and holidays as needed FLSA Status: Exempt Temporary/Seasonal/Regular: Regular Salary: 62,500 to 65,000 Job Location: Tamarac Family Shelter Reports to: Site Director MISSION & VISION Mission: Creating pathways for individuals and communities who have faced adversity by providing meaningful employment and supportive services. Vision: A future where every individual has the opportunity to achieve stability, dignity, and self-sufficiency through meaningful work, compassionate support, and thriving communities. Bayaud Works will be recognized as the trusted leader in transforming lives through innovative workforce solutions, supportive services, and community partnerships. POSITION SUMMARY The Program Manager supports the Site Director in overseeing daily program operations for the Tamarac Family Non-Congregate Shelter, a HOST-funded family emergency shelter located at 7525 East Hampden Avenue. This role provides direct supervision to Lead Case Managers and Case Managers to ensure services are safe, equitable, inclusive, hospitable, and housing-focused, and align with HOST Program Standards, contract requirements, HMIS/OneHome expectations, and Bayaud Works’ mission. The Program Manager serves as the program point person for day-to-day coordination across departments, City partners, community stakeholders, and external service providers, with a focus on consistent resident engagement, documentation quality, housing stability, and positive family outcomes. ESSENTIAL DUTIES AND RESPONSIBILITIES Essential duties and responsibilities include the following. Reasonable accommodation will be made to enable individuals with disabilities to perform the following essential functions. Supervise Lead Case Managers, Case Managers, and family services staff in day-to-day program delivery. Ensure shelter programming follows a low-barrier, Housing First, trauma-informed, strength-based, and family-centered service model. Oversee housing-focused case management activities, including housing assessments, individualized housing plans, SMART goals, co-living coordination, landlord or partner engagement, housing retention preparation, and warm handoffs to housing navigators or partner agencies. Support Rapid Resolution and problem-solving conversations with families, including exploration of safe housing alternatives, family reunification, mediation, transportation support, and other appropriate diversion or stabilization strategies. Ensure families are connected to general case management supports such as life skills, benefit enrollment, vital documents, transportation assistance, workforce development, school enrollment, and referrals for behavioral health, medical, substance use, and other community-based services. Monitor HMIS, OneHome, Capacity Tracker, and internal documentation practices to support timely, accurate reporting, data quality, reimbursement readiness, and contract compliance. Review program data, resident engagement trends, case plan progress, documentation quality, and service gaps to identify coaching needs and operational improvements. Provide coaching, supervision, and performance feedback to ensure a positive, accountable, and professional work environment. Develop and maintain systems for onboarding, required training, staff development, cross-training, and ongoing competency in HMIS, OneHome, SharePoint, Excel, Rippling, and other required systems. Lead and oversee Rippling scheduling, timesheet review, coverage planning, and staff coordination related to program operations. Assist with audits, monitoring visits, contract performance reviews, corrective action planning, and documentation requests from HOST or other partner agencies. Facilitate clear communication between staff, residents, City partners, community organizations, schools, service providers, and internal departments. Lead or support crisis response, incident review, conflict de-escalation, mandated reporting consultation, and on-site leadership in the absence of the Site Director. Promote an inclusive, respectful, confidential, and resident-centered service environment for families, staff, partners, and community members. Support resident feedback processes and elevate family successes, barriers, concerns, and recommendations to leadership for continuous program improvement. Coordinate with operations, facilities, security, janitorial, food service, and other site functions as needed to promote a safe, hygienic, accessible, and hospitable shelter environment. Participate in community relations efforts, including coordination with neighborhood stakeholders, HOST representatives, and partner organizations to address concerns and support positive community relationships. Ensure staff protect confidential information, PII, HMIS data, paper files, and work-issued equipment in accordance with Bayaud Works policy, HOST requirements, and applicable privacy standards. Support completion of required program reports, narrative updates, documentation reviews, and internal quality assurance activities. Other duties as assigned by the Site Director or Leadership Team. OTHER DUTIES AND RESPONSIBILITIES Set clear expectations for staff performance, communication, guest engagement, safety, and documentation. Mentor, train, and support team members while addressing performance concerns promptly and professionally. QUALIFICATIONS Minimum Qualifications: Five or more years of progressively responsible experience in case management, care coordination, human services, homeless services, healthcare operations, family shelter, supportive housing, rapid rehousing, or a related field. This experience should include direct responsibility for client or resident service coordination, documentation, referrals, service planning, crisis response, and coordination with internal and external partners. Preferred Qualifications: Three or more years of experience leading programs, cross-functional projects, service coordination efforts, or process improvement initiatives involving case management, shelter operations, housing services, or community-based supports. This experience should include supervising or guiding staff, improving workflows, reviewing outcomes or performance data, and supporting implementation of program improvements. Bachelor’s degree in Social Work, Human Services, Public Administration, Healthcare Administration, Nonprofit Management, or a related field preferred. Bilingual Spanish/English preferred. KNOWLEDGE, SKILLS, AND ABILITIES Demonstrated ability, gained through related case management or human services experience, to supervise housing-focused services including assessments, housing plans, referrals, documentation quality, and housing stability planning. Working knowledge of family homelessness, low-barrier shelter operations, Housing First, trauma-informed care, Rapid Resolution, coordinated entry, HMIS, OneHome, and case file standards. Demonstrated ability, gained through program leadership or process improvement experience, to analyze workflows, service outcomes, documentation quality, and program performance metrics to identify coaching needs and operational improvements. Ability to develop recommendations, procedures, training tools, or process improvements based on data, quality assurance findings, staff input, resident feedback, and contract requirements. Strong communication and collaboration skills with leadership, frontline staff, residents, City partners, community providers, schools, landlords, healthcare providers, subcontractors, and external partners. CERTIFICATES, LICENSES, REGISTRATIONS A valid driver’s license is required. Must be able to complete a Background/MVR check and be insured by Bayaud Works’ motor vehicle insurance carrier. Additional training may be required based on shelter sites, contract, or partner requirements. Supervisory Responsibilities This position directly supervises Lead Case Managers, Case Managers, and other assigned program staff. The Program Manager ensures staff receive appropriate onboarding, training, supervision, coaching, schedule support, and accountability while maintaining compliance with Bayaud Works policies, HOST Program Standards, HMIS and OneHome requirements, privacy and confidentiality expectations, and trauma-informed service practices. Expected Hours of Work Schedule may vary and may require evenings, weekends, holidays, emergency response, staffing coverage changes, or other adjustments based on program needs. Dependability and punctuality are paramount. Alternative Work Plan This position is not eligible for an Alternative Work Plan. Duties must be performed on-site at assigned shelter locations, Bayaud Works offices, or other work sites as needed. Special projects or temporary remote work may be considered on a case-by-case basis with supervisor approval. Travel Requirements Local travel may be required for client appointments, community meetings, housing inspections, outreach activities, partner agencies, or other program-related needs. May be required to travel between shelter sites, Bayaud Works offices, or other assigned work locations as needed. Physical Demands Sit, stand, and walk for extended periods. Use hands and fingers to operate computers, tablets, phones, and office equipment. Communicate effectively with clients, staff, community partners, and emergency responders. Move throughout shelter facilities and community locations. Occasionally bend, stoop, kneel, crouch, reach, or climb stairs. Transport files, supplies, food, clothing, hygiene items, or other materials weighing up to 25 pounds and occasionally up to 50 pounds. Respond to emergency, crisis, or safety situations requiring rapid movement throughout shelter facilities. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work Environment This position primarily works on-site in a family shelter environment and may also work in Bayaud Works offices or other community-based locations. Work may include interaction with residents, staff, visitors, vendors, emergency responders, City partners, and community providers. Schedule may include evenings, weekends, holidays, or changes based on program needs, emergency response, staffing coverage, or contract requirements. Additional Qualifications Must be 18 years of age or older. Must pass company and any applicable client background check and reference check upon offer of employment. Eligibility to work in the United States is required. Benefits: Health/Dental/Vision FSA/HSA Disability/Life Paid Vacation/Sick time/Holidays 401K Employee Assistance Program EEOC Equal Employment Opportunity Statement Bayaud Works is an equal opportunity employer committed to fostering an inclusive and diverse workforce. We provide equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, marital status, protected veteran status, or any other characteristic protected by federal, state, or local law. Employment decisions at Bayaud Works are based on business needs, job requirements, and individual qualifications. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Please redact or remove information that identifies applicant's age, date of birth, or dates of attendance at or graduation from an educational institution from the resume or other application documents prior to submitting the application. As a proud Second Chance Employer, Bayaud Works actively supports fair hiring practices and welcomes individuals who are rebuilding their lives after involvement with the justice system. We believe in the potential of every person and are committed to providing opportunities that promote stability, professional and personal growth, and long-term success. Discrimination or harassment of any kind will not be tolerated. We are dedicated to maintaining a respectful and supportive work environment for all. COMPANY Bayaud Works is a subsidiary of AC Disaster Consulting. Our Temporary Staffing Service partners with Federal, State, City, County, and private employers to provide high-quality staffing and operational support. Bayaud Works was created to provide opportunities for individuals with barriers to employment and has since expanded to include shelter management, safety patrol, janitorial services, and transportation operations.