Description
Job Summary
The Homeless Services Manager is responsible for leading a team that provides best-in-class service and operations to families in the programs they oversee, so that the maximum number of families meet their goals and stabilize. They will ensure that programs under their supervision are at full capacity and follow all applicable policies, procedures, and best practices that reflect FPH's values and ensure compliance with funder requirements.
The Homeless Services Manager will collaborate and lead the Case Managers (CMs) under their supervision to ensure CMs are providing high-quality services to their clients that help the clients meet their goals, as evidenced by qualitative and quantitative documentation. The Homeless Services manager will prioritize creating a high-performing team that reflects FPH's values and provide meaningful support to direct reports so they can meet expectations and flourish professionally.
Family Promise of Hawaii is a 501(c)3 nonprofit that provides critical housing and wraparound services for families experiencing housing instability and homelessness. Our mission is to help homeless and low-income families in Hawaii achieve sustainable independence by mobilizing existing community resources and support. We provide emergency shelter, rental assistance, prevention/diversion services, and holistic case management.
Requirements
Essential Job Functions
Team Leadership Staff Supervision and Development (45%)
- Recruit, onboard, and supervise a team of compassionate and skilled staff members, providing regular feedback, coaching, and professional development opportunities.
- Build relationships and retain a high-performance culture by understanding individual strengths, advocating for the needs of the team, and providing team-building initiatives.
- Develop and provide onboarding and ongoing training plans and materials to program staff to enhance programmatic knowledge and understanding to improve the quality of case management and supportive services.
- Foster a collaborative and supportive work environment that promotes teamwork, innovation, and a client-centered approach.
- Collaborate with the Director of Family Services to create and maintain a schedule of responsibilities for direct service staff, ensuring in-person and phone coverage for nights, weekends, and time off for continuity of workflows.
- Conduct performance evaluations, address performance issues, and recognize outstanding contributions.
- Lead meaningful one on one and team meetings regularly to ensure staff success.
- Collaborate with the Director of Family Services and/or Chief of Staff to address programmatic or interpersonal concerns or complaints through effective conflict resolution practices.
Program Quality and Case Oversight (35%)
- Manage program and shelter vacancies, the program inquiry list, and assign eligible families to the appropriate Case Manager.
- Act as a subject matter expert across FPH programs and best case management practices through every stage such as intakes, assessments, individual weekly plans, referrals, housing assistance and placement, counseling, advocacy, and outreach.
- Proactively monitor changes to ensure compliance, and translate updates to administrative and program staff.
- Implement and maintain policies and procedures aligned with local and national best practices, funder requirements, government regulations, and FPH's strategic plan.
- Implement data and evaluation systems to measure program outcomes, inform decision-making, identify areas for improvement, and demonstrate impact.
- Assist the Director of Family Services with collecting and inputting program data.
- Ensure the integrity of program data, analyze data for grant reports as needed, and verify that case files are accurate and up-to-date by reviewing cases daily and auditing cases regularly. .
- Monitor program budgets and collaborate on grant proposals and reporting to ensure compliance and sustainable funding.
Compliance, Partnerships and Administration (20%)
- Build and maintain relationships with community organizations, government agencies, and other stakeholders to enhance service delivery and expand resources for families.
- Participate in networks and coalitions focused on homelessness services.
- Engage in growth-minded development; participate in conferences, workshops, and training sessions to remain current on the best practices and community needs.
- Participate in budget development and strategic planning as needed.
- Attend and report on external partner or programmatic meetings as needed.
Required Qualifications & Experience
- 5 years of progressively responsible experience in social services.
- Bachelor’s degree in human services field or equivalent experience.
- Fluidity with technology, data management, and/or reporting systems used in social services.
- Strong relationship builder with excellent communication, team building, and interpersonal skills, with the ability to also collaborate effectively with diverse stakeholders.
- Strong knowledge of trauma-informed care principles and best practices in family support services.
- A self-starter with excellent problem-solving skills.
- Demonstrates the ability to be proactive and critically think in fast-paced, high pressure situations.
- Reliable and able to keep confidences.
- Proficient in Microsoft Office and Google Workspace applications.
- Valid driver’s license and reliable transportation.
- Demonstrated ability to lead and advocate for a diverse and successful team by fostering an inclusive and trusting environment.
Preferred Qualifications & Experience
- Master’s degree in social work.
- Demonstrated experience in nonprofit program management, including program design, budgeting, and evaluation.
- Knowledge of federal, state, and local regulations and funding sources related to homelessness and social services.
- Proven leadership and supervisory skills, with the ability to inspire, motivate, and develop a team.
- Knowledge or understanding of systems such as the Homeless Management Information System (HMIS), Salesforce, and/or VisionLink.
