Program Manager

Location: 924 North Christiana Ave, North & Central Illinois Division

Reports to: Program Director

FLSA Category: Exempt

Status Type: Regular Full-Time

Pay Range: $50,813–$60,975

About the Role

The Program Manager ensures the consistent, safe, and effective operation of the Emergency Homeless Assessment and Referral Center (Shield of Hope) by providing leadership, supervision, and direct support to staff and clients during assigned shifts. This position oversees daily program operations, ensures compliance with agency policies and program standards, and maintains a safe, welcoming, and trauma-informed environment for all participants. The Program Manager serves as a liaison with donors, community partners, service providers, and other stakeholders while supporting the Program Director and Case Management team to deliver high-quality services and timely client placements.

Responsibilities

• Assist the Program Director with human resource functions, including onboarding, employee separations, benefits administration, personnel file maintenance, and compliance with organizational policies, employment laws, and Salvation Army procedures.
• Coordinate and facilitate new employee orientation and ongoing staff training to ensure understanding of program policies, procedures, safety requirements, and service expectations.
• Assist in maintaining adequate staffing levels by monitoring schedules, coordinating coverage for vacancies or call-offs, and supporting recruitment and onboarding efforts.
• Oversee the intake process for families entering the Emergency Homeless Assessment and Response Center, including conducting orientations, assigning rooms, and ensuring timely access to services. Collaborate with Case Managers and shelter partners to coordinate prompt placement into appropriate shelter programs.
• Ensure real-time communication with referral shelters regarding bed availability and document disclosed medical, mental health, disability-related, or dietary accommodation needs for appropriate service provision.
• Complete incident reports, program violation reports, and other required documentation accurately and within required timeframes. Notify leadership of incidents affecting the safety, health, or well-being of guests or staff and coordinate emergency response efforts.
• Coordinate room turnover by notifying housekeeping and program staff of admissions and discharges. Oversee the storage and documentation of guest belongings and inspect vacant rooms for timely occupancy.
• Conduct daily facility inspections to ensure a safe, secure, and clean environment. Identify maintenance or safety concerns and report issues for immediate resolution.
• Maintain strict confidentiality of all clients, employees, and organizational information in accordance with agency policies, HMIS standards, and applicable privacy regulations.
• Accurately enter client information into HMIS and other required databases. Prepare daily, monthly, and program-specific reports, ensuring accuracy and timely submission of demographic and performance data.
• Monitor HMIS data quality by reviewing entries for accuracy, completeness, and compliance, and correct errors as needed.
• Develop and maintain collaborative relationships with community agencies, service providers, government partners, and homeless service networks to improve service coordination and resource availability.
• Partner with Case Managers to ensure families transition to appropriate emergency shelter or stable housing within established program timelines (typically 10–12 days).
• Monitor and manage inbound shelter referrals and service requests through Salesforce, ensuring timely follow-up, documentation, and coordination of placements.
• Participate in a rotating on-call schedule to provide leadership support, respond to emergencies, and address operational issues outside normal business hours.
• Monitor client compliance with program rules and expectations by providing coaching, conflict resolution, and corrective interventions to promote a safe and supportive living environment.
• Conduct room inspections and property searches, when appropriate and consistent with agency policy, to identify prohibited items and maintain a safe environment.
• Provide immediate assistance to clients as needed and ensure they are connected with the appropriate Case Manager for ongoing services related to housing, employment, behavioral health, financial stability, parenting, substance use, or other identified needs.
• Promote a trauma-informed, client-centered environment that reflects Safe from Harm standards. Identify, document, and report policy violations, safety concerns, and incidents promptly while taking appropriate corrective action.
• Identify, document, and report facility maintenance and repair needs to the Program Director and maintenance/janitorial staff. Follow up to ensure timely resolution.
• Collaborate with internal departments and external partners to support coordinated service delivery, promote effective communication, and achieve program goals.
• Attend and actively participate in required staff meetings, trainings, case conferences, and organizational meetings. Share relevant updates and contribute to continuous program improvement.
• Perform other duties and special projects as assigned to support program operations, organizational priorities, and the mission of The Salvation Army.

Requirements

• Minimum of a high school diploma or GED equivalent; Associate Degree preferred.
• 2 years of work experience working with homeless families or individuals.
• Willingness to promote the mission of The Salvation Army.
• Excellent communication (verbal and written) and interpersonal skills.
• Knowledge of or a willingness and aptitude to learn the concepts involved with serving low-income families.

Skills

• Demonstrated ability to use initiative and be a self-starter.
• Attention to detail, procedures, processes, and policies.
• Positive attitude and ability to be flexible in light of changing job situations/priorities.
• Ability to work with confidential material.
• Ability to manage projects and priorities in a constantly changing environment.

Benefits

This position is eligible for benefits administration as part of human resource functions.

Physical Demands

• Light physical work; ability to lift 35 lbs, push and pull objects up to 50 pounds.
• Regular use of standard office equipment and PC.
• Work environment includes a residential setting with low to moderate noise levels.
• Ability to walk up three flights of stairs.

Performance Measurements

This position will be evaluated on how effectively the outcomes are achieved, as well as the timeliness, accuracy, and completeness of accomplishing assigned goals. A 30, 60, and 90-day performance review will be conducted.