Resident Services Program Manager

Overview:

Housing Hope and HopeWorks are leading nonprofit organizations in Snohomish County and Camano Island, dedicated to reducing homelessness and poverty. We provide affordable housing and tailored support through programs such as social enterprises, children’s services, subsidized housing, employment, education, and training opportunities.

Purpose:

The Resident Services Program Manager leads the Resident Services programming across Housing Hope’s service regions. Reporting to the Senior Director of Resident Services, Employment, Education & Training, the Program Manager supervises three Regional FSC Leads and seven Family Support Coaches and is accountable for staff performance, service quality, program operations, and progress toward program and grant outcomes.

The Program Manager sets clear expectations, supports staff development, and promotes consistent, trauma-informed services for residents and program participants. Regional FSC Leads support coordination, peer learning, and community engagement within their regions, while the Program Manager retains formal supervisory and personnel authority.

**Essential Job Duties:**Include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

Program leadership and staff supervision

• Supervise three Regional FSC Leads and seven Family Support Coaches; set expectations and provide regular supervision, coaching, feedback, and support.
• Conduct performance reviews and address performance concerns, including developing and monitoring performance improvement plans when needed.
• Oversee recruitment, hiring, onboarding, training, and ongoing professional development for Family Support Coaches and Regional FSC Leads.
• Assign and adjust staff workloads and caseloads; coordinate schedules, leave, coverage, and overtime in accordance with agency policies.
• Review and approve timecards and ensure required mileage and expense documentation is completed and routed through the appropriate approval process.
• Clarify the Regional FSC Lead role and support Leads in coordinating regional calendars, peer learning, onboarding assistance, and identification of service barriers. Leads do not have formal supervisory authority.

Service quality, outcomes, and compliance

• Set and monitor expectations for timely, trauma-informed, and consistent services across all regions.
• Monitor program outcomes and grant deliverables; work with the Grants Compliance Manager and other partners to address gaps and support required reporting.
• Partner with Program Operations to maintain processes for reviewing case files, assessments, and documentation; ensure concerns are communicated to staff and follow-up occurs.
• Provide consultation and direction on complex resident or participant situations and routine escalations. Coordinate responses to emergencies and elevate significant safety, compliance, legal, budget, or organizational risks to the Senior Director.
• Use staff and participant feedback, program data, and service trends to identify barriers and recommend improvements.

Program operations and resources

• Monitor program budgets and expenditures related to resident and participant needs, program and pantry supplies, and community engagement activities.
• Review program purchases within delegated authority and coordinate with Program Operations and Finance on budget controls and purchasing processes.
• Provide input on grant applications, grant reporting, program planning, and service development.
• Coordinate with the Volunteer Coordinator and other partners to support access to resources across Housing Hope communities.

Community engagement and organizational representation

• Ensure community engagement activities are planned across the regions in partnership with Regional FSC Leads and site teams.
• Support resident and participant voice, regional partnerships, and community-based activities.
• Gather “Stories of Hope” or “Moments of Mission” for the main Board and Regional Boards; engage with Regional Boards as requested.
• Represent Resident Services priorities and initiatives at agency, departmental, partner, and interagency meetings.

Minimum Qualifications

• Bachelor's degree and three years of relevant experience, Associate degree and six years of relevant experience, or an equivalent combination of education and experience.
• Experience supervising staff and managing programs or services.
• Experience working with individuals experiencing homelessness or housing insecurity.
• Knowledge of trauma-informed and strengths-based practices.
• Strong leadership, communication, organizational, and problem-solving skills.
• Proficiency with case management and standard office software systems.
• Valid Washington driver's license, reliable transportation, proof of insurance, and ability to travel between sites as needed.
• Ability to work occasionally in the evenings.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this Job, the employee is regularly required to lift and/or move up to 15 pounds. The employee is occasionally required to lift and/or move up to 25 pounds. The employee is regularly required to sit for long periods of time; walk; use hands to finger, handle, or feel; balance; bend and reach with hands and arms; use feet to operate foot pedal operation; and talk or hear. Occasionally required to climb ladders, sit, stoop, kneel, squat, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Housing Hope believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. This position description is designed to outline primary duties, qualifications and job scope, but not limit our employees nor the organization to just the work identified. We expect that each employee will offer his/her services wherever and whenever necessary to ensure the success of the agency.

Housing Hope provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.