POSITION: Senior Program Manager
DIVISION: Adult & Family Services
REPORTS TO: Executive Director
CLASSIFICATION: Exempt
PRIMARY FUNCTIONSThe Senior Program Manager is responsible for the day-to-day management and implementation of resident service programs, ensuring the delivery of high-quality, resident-centered services that support housing stability, self-sufficiency, and overall well-being. This position supervises Program Support Specialists and other assigned program staff, maintains a reduced case management caseload, and ensures programs are implemented in accordance with agency policies, contractual requirements, and best practices.
Working under the direction of the Executive Director, the Senior Program Manager provides operational leadership, staff supervision, program coordination, and quality assurance while fostering a collaborative, trauma-informed, and strengths-based service environment.
DESCRIPTION OF DUTIESManagerial Function- Supervise, coach, mentor, and evaluate Program Support Specialists and other assigned program staff.
- Participate in recruiting, interviewing, hiring, onboarding, and training new employees.
- Conduct regular staff supervision meetings to review performance, case management practices, professional development, and resident outcomes.
- Foster a collaborative, respectful, and accountable team culture.
- Lead program planning, implementation, monitoring, and evaluation to ensure services are delivered effectively, efficiently, and in alignment with organizational goals and funding requirements.
- Develop and implement program improvement strategies using performance data, resident feedback, and quality assurance findings to strengthen service delivery and outcomes.
- Provide day-to-day guidance and support to staff while promoting continuous learning and professional growth.
- Provide feedback to the Executive Director.
Resident Services- Maintain a reduced caseload of residents requiring intensive case management and supportive services.
- Coordinate with Property Management to address resident needs, support housing stability, and promote successful tenancy.
- Respond to resident crises and provide guidance to staff managing complex situations.
- Utilize trauma-informed, strengths-based, Housing First, and harm reduction approaches when providing services.
Community Engagement & Collaboration- Build and maintain effective working relationships with community partners, service providers, and referral agencies to support resident services.
- Engage residents to gather feedback, identify community needs, and collaborate with resident leaders and community partners to plan, implement, and evaluate community-building activities, educational workshops, and programs for youth, adults, and families.
- Collaborate with internal departments to coordinate agency events and resident engagement activities.
- Participate and represent the organization at community meetings, outreach events, and collaborative initiatives as assigned.
Administrative Function- Ensure resident documentation and service records are accurate, timely, complete, and compliant with agency policies, contractual requirements, regulatory standards, and HMIS data quality expectations.
- Oversee program operations to ensure compliance with grant requirements, contracts, agency policies, and applicable regulations
- Monitor and support accurate data entry, record maintenance, and reporting within the Homeless Management Information System (HMIS) and other agency data management systems.
- Conduct regular case file reviews to ensure documentation quality, service consistency, and compliance with program requirements.
- Monitor assigned program expenditures and communicate budget needs, concerns, and resource requests to the Executive Director.
- Prepare program reports, service data summaries, and performance updates to support program monitoring and continuous improvement.
- Maintain proficiency in agency databases, case management systems, and required reporting platforms.
- Coordinate program planning, workflow management, and resource allocation to maximize service effectiveness and operational efficiency.
- Protect resident confidentiality and uphold ethical standards in all aspects of service delivery.
- Participate in APC management meetings and contribute program updates, operational feedback, and resident service insights.
MINIMUM QUALIFICATIONS - Bachelor's degree in Social Work, Human Services, Psychology, Public Administration, or a related field preferred; equivalent education and experience may be considered.
- Minium of two years of experience supervising case management or social services staff.
- Minimum of four years of experience providing direct services to individuals or families experiencing homelessness, housing instability, disabilities, behavioral health challenges, or other barriers to self-sufficiency.
- Experience using trauma-informed, strengths-based, Housing First, harm reduction, and client-centered service approaches preferred.
- Experience using Homeless Management Information System (HMIS) platforms, including data entry, documentation review, data quality monitoring, reporting requirements, and compliance standards.
- Knowledge of case management documentation standards and compliance requirements related to agency policies, contracts, HMIS standards, and applicable regulations.
- Possession of a valid California Driver's License and the ability to meet agency insurability requirements.
ESSENTIAL KNOWLEDGE & SKILLS- Excellent written, verbal, and interpersonal communication skills.
- Ability to work effectively with individuals from diverse cultural, socioeconomic, and lived-experience backgrounds.
- Strong leadership, coaching, mentoring, and team development skills.
- Strong program management skills, including program planning, implementation, monitoring, evaluation, and continuous quality improvement.
- Experience managing multiple projects, priorities, budgets, and deadlines while maintaining high-quality service delivery.
- Ability to analyze program performance data, identify trends, and implement data-informed improvements.
- Ability to supervise, support, and collaborate with a diverse multidisciplinary services team.
- Knowledge of case management practices, resident engagement strategies, and community-based supportive services.
- Ability to maintain professional boundaries while building respectful and trusting relationships with residents, staff, administrators, and community partners.
- Proficiency in learning and managing electronic data systems, including HMIS and case management platforms.
- Basic computer proficiency, including Microsoft Word, Excel, Outlook, and other agency systems.
- Strong organizational skills with the ability to prioritize tasks, manage competing demands, and meet deadlines.
- Ability to work independently while contributing effectively as part of a collaborative team.
- Ability to provide leadership, take initiative, and support continuous improvement within program operations.
- Experience facilitating trainings, workshops, and educational programming for residents and staff.
- Familiarity with trauma-informed, wellness, recovery-oriented, harm reduction, and client-centered service models.
- Ability to exercise sound judgment, remain calm, and respond effectively in high-stress or crisis situations.
- Flexibility to adjust work schedules to meet program and resident needs, including occasional evenings or weekends.
This job description does not promise or imply that the functions listed are the only duties to be performed or that the position may not change or be eliminated. Employees are always expected to follow their supervisor's instructions and perform the tasks they request.
BENEFITS OF JOINING THE APC TEAM- Opportunities for professional development and growth are available within our organization.
- Full-time employees receive 100% paid medical premiums.
- Employees are provided with $50,000 in Life Insurance and Long-Term Disability coverage.
- 17 observed holidays throughout the year.
- 8 floating holiday hours, sick time accrual is set at 96 hours, and vacation accrual begins at 80 hours annually, increasing with tenure.
- Access to our Emergency Assistance Program (EAP) services.
- Receive a free AC Transit Easy Pass for public transportation.
