Residential Housing Program Manager - LaGrange

About the role

Homelessness is a public health, social and racial justice issue! Since 1984, St. Francis House has committed itself to healing the wounds of those impacted by an inequitable society and breaking down the barriers, including systemic racism that prevent all people from living lives of dignity. St. Francis House is the State’s largest provider of day services supporting people who are at risk of or are experiencing homelessness. Located in the heart of downtown Boston, we compassionately welcome nearly 500 adults through our doors every day who are seeking a safe and dignified refuge and opportunities to rebuild their lives. Our holistic approach allows us to deepen our impact by offering integrated programing that helps our guests achieve stability in the areas of housing, income, and behavioral health. Joining our team would provide for you a dynamic opportunity to work with an interdisciplinary team of providers dedicated to solving this public health crisis.

The Program Manager provides leadership and oversight of a Permanent Supportive Housing (PSH) program serving individuals and families transitioning from homelessness. Rooted in the mission of St. Francis House, this role ensures a safe, dignified, and community-oriented living environment while promoting long-term housing stability. The Program Manager supervises Awake Overnight Counselors and the Residence Life Coordinator, oversees enrollment into internal/external services, and serves as the primary liaison with property management and security to support lease-up efforts and building safety.

Responsibilities

• Provide day-to-day oversight of program operations to ensure alignment with St. Francis House mission, values, and service model.
• Ensure compliance with billing requirements, funder expectations, and internal policies.
• Monitor program performance, maintain accurate reporting, and support continuous quality improvement.
• Promote a Housing First, trauma-informed, and harm reduction approach across all services.
• Provides constructive and timely performance communication.
• Handles progressive warning and recommends termination of employees in accordance with agency policies/procedures.
• In conjunction with the Director of Residential Services, designs, develops, and implements management practices and protocols of the Residential Services of LaGrange including but not limited to program guidelines, funding requirements and outcomes.
• Serves as first point of contact for property management and security in all housing services matters needing supervision or intervention, providing consistent supervision and constructive feedback to direct reports.
• Intervenes in escalated and/or severe crises needing a supervisor, balancing the need for safety for all involved. Seeking appropriate assistance from emergency services as needed.
• Works in collaboration with the property manager to develop resolutions and address any issues related to lease violations, evictions, unusual and/or severe property damage, and complaints regarding housing services.
• Ensure all resident files, including electronic and