Program Manager

Reports to: Regional Director, Emergency Services

Department: Emergency Shelter

Region: Maricopa County

Job Summary: The Program Manager is responsible for overseeing the day-to-day operations of the Emergency Shelter Program, ensuring a guest-centered and housing-focused approach. Key duties include coordinating program services, developing community partnerships, and supervising staff, including case management and outreach teams. This position contributes to maintaining facility security, managing budgets, and fostering positive relationships with community partners, while upholding the agency’s values and mission.

Essential Duties and Responsibilities:
Emergency Shelter Program
Goal: Ensure a safe, housing-focused and client-centered shelter that maintains accurate data and strong communication with community partners

• Oversee Guest Services and ensure a guest-focused, trauma-informed delivery
• Coordinate with Case Management, Outreach, and Leasing Agent teams, ensuring a housing-focused operation
• Encourage and discuss progress toward housing with shelter guest
• Coordinate calendars and services provided by partner agencies
• Oversee the collection and distribution of donations
• Assist with monitoring facility security and maintenance
• Ensure enforcement of our good neighbor policies
• Assist with securing necessary resources
• Oversee collection, input, and distribution of intakes/summary sheet /reports
• Develop new partnerships with other agencies in order to enhance our current services
• Manage program budget
• Facilitate Resident Advisory Council and Partnership Meetings

Community Relations

Goal: Positively advance Agencies reputation in the broader community.

• Maintain active involvement with neighbors and program partners
• Maintain active involvement with community service organizations

Staff Management
Goals: 1) Elicit optimal performance from staff; 2) Promote Mercy House staff values

• Provide oversight and lead by example in the direction of Site Leads, Intake Specialists, Overnight Coordinators, and Logistics Team
• Oversee the onboarding of new direct reports and coordinate on going trainings
• Foster a spirit of teamwork and culture that is consistent with the agency's values
• Maintain transparent communication with staff, supervisors, and all agency partners. Appropriately communicate organization information through group meetings, one-on-one meetings, emails, and regular interpersonal communication
• Assist in various aspects of staff's duties
• Assist in coordinating and managing on-site volunteers
• Assist in coordinating and managing special group events and holiday events
• Provide crisis/conflict intervention
• Conduct 90-day, midyear, and annual reviews

Miscellaneous

• Must participate in networking functions and community meetings
• Attend staff meetings and training workshops as needed
• Assist with general duties (stocking supplies, copies, fax, phone calls, etc.)
• Enhance job performance by applying up-to-date professional knowledge gained by attending seminars and conferences and reviewing professional publications
• Perform ad hoc projects as appointed by Supervisor

Knowledge of

• Confidentiality and the legal and ethical issues pertaining to case management
• Effective documentation and guidelines

Education and Experience

• Associate's degree and at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations and have a working knowledge of mental health and addictions issue
• Possess a high level of tolerance and understanding for individuals who present for services with urgent multiple case management and health needs
• Ability to perform crisis intervention as needed
• Ability to complete job duties that are guest-focused, trauma-informed, and housing-focused

General

• Ability to work effectively with a diverse population; plan, organize and prioritize duties; speak effectively before small groups; perform crisis intervention as needed; clearly communicate information and instructions verbally and in written form; maintain a positive, professional and safe environment while on duty; and establish and maintain effective working relationships with others
• Dependability, responsibility and the ability to communicate effectively and respectfully are required skills
• Desired skills include organizational skills, strong written and verbal communication skills, strong creative thinking skills, attentiveness to details and being customer oriented
• Fluency in Spanish is of significant value

Physical Requirements

• Ability to lift up to 50 pounds
• Prolonged periods sitting at a desk and working on a computer