Resource Services Program Manager

About the role

Mid-Willamette Valley Community Action Agency invests in people and their futures to reduce the impacts of poverty. We envision a just future, where our communities are empowered to reach positive outcomes and everyone is respected for their infinite worth. Working at MWVCAA means becoming part of a mission-driven community dedicated to equity, dignity, and opportunity for all.

As a Resource Services Program Manager, you will provide leadership and operational oversight of MWVCAA's Resource Services programs, including Health-Related Social Needs (HRSN), Eviction Prevention, and Resource Services sites in Salem, Woodburn, Mill City, and Gussie Belle. This position supervises staff, oversees daily operations, develops and implements program policies and procedures, ensures quality service delivery and compliance with agency standards, and fosters a client-centered, trauma-informed approach to service.

Responsibilities

• Provides leadership and operational oversight of the Health-Related Social Needs (HRSN) Program, Eviction Prevention Program, and Resource Services sites in Salem, Woodburn, Mill City, and Gussie Belle.
• Supervises, coaches, and evaluates program staff while establishing clear expectations and promoting accountability and professional growth.
• Oversees daily operations across multiple locations, ensuring consistent, high-quality, client-centered service delivery.
• Develops and implements program policies, workflows, and standard operating procedures to improve efficiency and consistency.
• Oversees HRSN services, ensuring timely eligibility determinations, service delivery, documentation, and quality assurance.
• Provides leadership and oversight of Eviction Prevention services, ensuring timely housing stabilization and client support.
• Ensures Resource Services sites provide accessible, welcoming, trauma-informed services that address community needs.
• Coordinates staffing, scheduling, and service coverage across all Resource Services locations.
• Reviews case files, documentation, and program activities to ensure compliance with agency policies and quality standards.
• Ensures accurate, timely, and complete documentation in HMIS, Need Nav, and other required data systems.
• Evaluates program performance using data, client feedback, and staff input to identify opportunities for service improvement.
• Collaborates with internal departments and community partners to strengthen service coordination and improve client outcomes.
• Represents MWVCAA at community meetings, collaborative initiatives, and stakeholder groups related to housing, homelessness, and resource navigation.
• Models and enforces compliance with agency policies, including safety, confidentiality, ethics, and professional conduct.
• Performs other reasonably related business duties as assigned by immediate supervisor and other management as required.

Supervisory Responsibilities

• Directly supervises approximately 4-10 employees.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws, including interviewing, hiring, and training employees.
• Plans, assigns, and directs work, appraising performance, rewarding and disciplining employees, and addressing complaints.

Requirements

• Associate's degree in Administration, Social Services, or a related field.
• Minimum of two years of supervisory experience in administration or program management/coordination in a social service or community services setting.
• Knowledge of or experience with the principles of trauma-informed care, trauma awareness, working with unsheltered or vulnerable populations, as well as best practices in homeless service delivery is preferred.
• An equivalent combination of education and experience is acceptable.
• Valid driver license, insured vehicle available for use on the job, and a satisfactory driving record for the previous three years.
• Basic Life Support/First Aid Certification required within the first 90 days of hire.
• Must pass a comprehensive MWVCAA background screening prior to employment.
• Must pass pre-employment and random drug screenings.

Skills

• Intermediate to advanced computer skills, proficient in Microsoft Word, Excel, Outlook, database software, online tools, and video conference platforms.
• Ability to read, analyze, and articulate technical procedures, legally binding contracts, and governmental regulations.
• Excellent planning, organization, and time management skills.
• Effective oral and written communication skills.
• Demonstrates tact, diplomacy, and empathy when communicating with clients, staff, and program partners.
• Exhibits a positive attitude and engages with others in a cooperative and supportive manner.
• Ability to effectively de-escalate heightened interactions.

Physical and Mental Demands

• Ability to work outside of normal business hours, including nights, weekends, and holidays.
• Regularly lift and/or move 10 pounds and occasionally lift and/or move up to 50 pounds.
• Manual dexterity for handling office equipment.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• Occasional driving in all weather conditions to community and agency sites in Polk and Marion counties.
• Regulates emotions and handles pressures of frequent demands for attention, time, and work tasks.
• Ability to physically and mentally tolerate escalated and occasionally destructive behavior from clients.
• Able to de-escalate others and respond calmly, leading others in a crisis.

Work Environment

• Works in conjunction with ARCHES and community partner programs serving client populations experiencing homelessness, substance use disorders, and/or severe and persistent mental illness, and/or unpredictable behavior.
• Indoor work environment with frequent interruptions and demands.
• Working with customers/clients over the phone and in-person.
• This position requires on-site work and driving in all weather conditions.
• Occasionally exposed to outside weather conditions, trash, and potential biohazards.
• Variable and flexible work hours.

Benefits

• 401k contribution after 1 year.
• Employee Assistance Program.
• Life insurance.
• Health, Vision, and Dental Insurance.
• For some positions, employees may be eligible for company-sponsored continuing education.

Schedule

Monday to Friday, day shift with flexibility required.