Program Manager
What You’ll Do
The program manager of THP is responsible for working closely with the director of residential services to ensure the alignment, management and oversight of all programmatic components, including 24/7 staffing, culturally competent services, skills building support for parents, and alignment with children’s and case management services.
Provides general administrative and programmatic planning, design, service and support.
With direction from the Director, ensures the on-going development and daily operation of the program services.
Aid in the creation and implementation of new and innovative programs and support services to meet the ongoing and emerging needs of homeless families.
Work closely with the Program Director on various organizational activities and special projects.
What Your Day Looks Like
Assist staff with supporting participant efforts through a strength-based framework; promoting values of self-sufficiency and empowerment throughout work with families.
Oversee the training and implementation of harm reduction / trauma-informed care model, including Motivational Interviewing (MI) practices and techniques.
Attends case review meetings and case management department meetings in conjunction with the Family Services Manager and provides support to case managers as needed/in the moment.
Represent and act as a liaison for the program Transitional Housing with the City & County of San Francisco. And with the Superior Court of SF for our Family Treatment Court MOU.
Participate in the development and implementation of administrative and reporting systems.
Produce and submit reports and information documenting services and progress towards service objectives and goals.
Conduct audits, provide quality assurance oversight, and respond to inquiries and requests for information.
Attend other programs, organizational and outside community meetings as assigned.
Assist in representing the program to funders, volunteers, and donors as needed.
Provides QA of paperwork including salesforce notes, warnings, grievances, treatment plans, program agreements, NDOS and IDOS.
Aid in the development and revision of policies and procedures, operations manuals, emergency procedures and program materials.
Ensures that each family understands and is held to a standard programmatic agreement and tracks warnings, incidents and critical incidents on a weekly, monthly, quarterly and annual basis.
Administers and analyzes client satisfaction surveys.
Tracks budgets and spend downs as needed, in conjunction with the Director.
Addresses grievances and complaints in a timely manner, in writing, as required by our funder and internal protocols.
Provides trainings for staff on issues that impact service delivery.
Ensures P&Ps are up to date and meet contractual and compliance standards.
Aids in administering and tracking volunteer hours.
What Makes You Successful In This Role
You are an experienced people manager who leads with clarity, consistency, and accountability, especially in fast-paced, 24/7 residential or shelter environments.
You bring a deep understanding of homelessness, poverty, and the complex challenges families may face, including mental health concerns, substance use, domestic violence, and chronic health conditions.
You are comfortable supervising diverse teams, including union represented staff, and can apply sound judgment while upholding policies, procedures, and labor agreements.
You are highly organized and adaptable, able to manage multiple priorities, shifting schedules, and competing deadlines without losing focus on quality and safety.
You communicate clearly and professionally, both verbally and in writing.
You value collaboration and relationship-building, working effectively with internal teams, external partners, and community resources.
You are flexible and dependable, with the availability to work evenings, weekends, overnight shifts, and on-call rotations as required in a 24/7 shelter setting.