Title: Program Manager
Salary: $70,000 Annually, Exempt
Shift: Monday-Friday 8:00am-5:00pm
Location: North Portland Drop-In & Outreach Center
Reports To: Director of Housing and Retention Services
This position has an introductory probationary period of 90 days.
THE POSITION: Program Managers (PMs) are creative and dynamic leaders who oversee program/ site teams and manage the overall operations of their respective program. This position will mentor their direct reports with kindness, compassion, equity, and trauma-informed care. The PM is responsible for maintaining a calm and neutral presence for all staff and participants in the program. The ideal candidate will have management experience in houseless services, a background working with Veterans and other marginalized communities, as well as an understanding and passion for community engagement and team building.
This Program Manager will oversee a team of staff and the daily operations of the upcoming North Portland Drop-in Day Center, and a dedicated North Portland Street Outreach team. The PM will immediately assist in the initial development of the Street Outreach team, and will later assist in the development of the Drop-in Day Center team when the site’s remodel construction is completed. Before the physical site becomes fully operational, the Program Manager will be responsible for contacting local businesses to inform them about the services the Outreach team offers and how to request assistance. The Program Manager will also identify areas, neighborhoods, or businesses for engagement and develop a rotating schedule for weekly, bi-weekly, and monthly site visits based on the needs identified during initial contacts with the community.
THE PROGRAM: The program offers a physical location (North Portland Drop-in Day Center) in addition to street outreach services (North Portland Street Outreach) for individuals experiencing houselessness. This program serves adults only, and will include LGTBQIA2S+, BIPOC and Veteran participants. Couples and pets on leash/in carriers will be welcomed. Drop-in center hours/days are TBD. Additionally, there is the potential for regular hours to be extended to 24/7 during severe weather conditions, therefore all program staff are considered essential workers.
- The North Portland Drop-in Day Center will be a drop-in style program offering task-oriented services to participants. Staffing will include 1-2 Peer Wellness Specialists and a Navigation Specialist.
- The North Portland Street Outreach team will provide hygiene supplies, food, water, first aid, harm reduction supplies and/or referrals to requested services to participants as needed. Staffing will include 2-3 Peer Wellness Specialists.
HIPAA REQUIREMENTS: This position may have access to Protected Health Information (PHI) during the course of their work activities. Applying the minimum necessary standard of HIPAA, the designated record sets to which this position may have access include all sections of the medical record, patient demographic information in the practice management system, etc. This position is required to read the content of these records only to the extent needed to accomplish the assigned tasks.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Program Operations
- Assist in the development of program policies and procedures for maintaining oversight and consistency of service delivery across both the North Portland Drop-in Day Center and Outreach services. Ensure that program policies and procedures are consistent with Do Good’s mission, values, policies, and procedures.
- Collaborate with the Director of Housing & Retention Services, community partners, and the JOHS to develop a referral process for the North Portland Drop-in Day Center and Outreach services.
- Present participant assistance fund requests to the Director of Housing & Retention and CFO for sign-off within 7 business days of submission.
- Work closely with the Director of Housing & Retention Services and CFO to maintain the participant assistance, program supply, and shelter event budgets. Submit other monthly and quarterly reports according to program requirements.
- Ensure maintenance of program equipment and submit purchase requests for program supplies to the Director of Housing & Retention.
- Attend and participate in all required meetings within the scope of practice (i.e. internal leadership and management, community partners/funders, any other meetings assigned by the Director of Housing and Retention).
- Achieve program outputs/goal outcomes as outlined by the program’s funders while ensuring that the dignity and safety of participants and staff are always prioritized and advocated for. If outcomes are not met, come within acceptable goal ranges as established by Do Good Leadership, Contract Managers, and/or program funders.
Documentation & Reporting
- Work with the CFO and Director of Housing & Retention to develop documentation standards and ensure that staff are regularly updating participant files including CaseWorthy, Individual Service Plans, and HMIS.
- Regularly update HMIS to reflect program data and outcomes while ensuring all data entries are timely, accurate, and up to date.
- Conduct monthly CaseWorthy and HMIS audits.
- Meet all monthly data reporting and tracking guidelines.
Staff Supervision & Training
- Give direction and delegate mission-centered tasks to all North Portland program staff and volunteers. Empower staff to take initiative and problem solve.
- In collaboration with the Director of Housing and Retention Services, hire/onboard and provide direct and indirect supervision to all program staff, including monthly individual supervisions and annual performance reviews.
- Lead weekly collective check-in meetings for all Outreach team members.
- Manage the monthly schedules and bi-monthly timecards of direct reports.
- Collaborate with the People & Culture Department, Senior Manager of Training & DEI, and Director of Housing & Retention to identify onboarding and ongoing training needs/plans for Outreach team members. Identify and assign additional training as needed, especially those needed to maintain staff certifications.
- Work closely with the People & Culture Department to address individual employee concerns and matters related to site culture, while maintaining appropriate confidentiality.
- Model and encourage direct and respectful communication and collaboration among staff members across the organization, with participants, and with community partners to ensure a positive support network.
Direct Participant Support
- Assist the Outreach team in providing supplies and service referrals to individuals experiencing houselessness in North Portland, and provide services and support to participants at the Drop-In Center as needed.
- Oversee and provide the initial level of review for all participant assistance, ensuring that every file is complete with proper documentation and record-keeping for finance review in a timely manner.
Program Safety & OSHA compliance
- Provide a safe and sanitary environment for participants and staff while following all OSHA and Oregon Health Authority food and safety practices.
- Ensure all program staff, including the Program Manager, complete all OSHA required training at onboarding and maintain their certification(s) throughout employment.
External Communications
- Attend and, when appropriate, ask program staff to attend applicable community facing meetings (i.e. Multnomah County/JOHS, community and neighborhood association, HADIN, Veteran-by-Name-List, Coordinated Access).
- Navigate public conversations and guide the narrative around the Drop-in Center and Outreach teams and their role in the neighborhood. This will include, but is not limited to attending neighborhood association meetings, collaborating directly with community partners and donors, and assisting in storytelling opportunities involving participants.
- Collaborate with the Director of Development and Director of Communications in establishing key and meaningful data collection points, funding opportunities, storytelling, and communicating resource needs and value of the program.
Miscellaneous Duties
- Adhere to all state and federal privacy and security regulations applicable to the program, and to Do Good Multnomah’s policies and agreements regarding confidentiality, privacy, and security.
- Perform other duties as assigned.*
- This job description reflects the assignment of essential functions; it does not prescribe or restrict the potential tasks assigned and does not state or imply that these are the only duties performed. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by an authorized individual to give instructions or assignments.
SKILLS & ABILITIES:
- Institutional Knowledge: An understanding of houselessness and the systemic factors and barriers that contribute to houselessness. Extensive knowledge of applicable resources and the network of service providers in North Portland and the greater Portland Metro area.
- Direct Service Experience & Familiarity with Target Population: Knowledge of and experience with addressing and supporting an escalated participant through proper trauma-informed de-escalation and engagement techniques. Ability to apply motivational interviewing techniques, strengths-based advocacy, and trauma-informed care. Ability and willingness to treat people experiencing houselessness with compassion, dignity, and respect.
- Leadership: Ability to provide humble leadership, establish priorities, and collaborate as part of a team. Willingness to learn new skills and ability to continuously learn, apply training instruction, and take constructive feedback.
- Active Listening & Effective Communication: Ability to positively interface with businesses and neighbors who may not be immediate supporters of the work attempting to be accomplished. Ability to represent Do Good Multnomah and the intention of this program in a way that promotes trust and understanding. Willingness to take time to understand the points being made and ask questions as appropriate. Consistent, clear, and courteous communication with participants, staff, referrals, community partners, and vendors. Ability to communicate clearly and concisely both verbally and in writing.
- Strategic Thinking & Complex Problem-Solving: Ability to analyze complex problems and provide effective solutions, utilizing systematic and analytical approaches to make informed decisions that align with the organization's goals and values. Demonstrated ability to work independently, problem solve, and complete tasks in a timely manner.
- Confidentiality: Ability to maintain confidentiality and use discernment when sharing information. Ability to build and maintain trust with stakeholders by consistently demonstrating a commitment to confidentiality and ethical behavior. Ability to maintain appropriate professional boundaries with both participants and staff.
- Equity Mindset: Ability and willingness to engage in Do Good’s equity, inclusion, and anti-racist work at the full-staff, program-specific, and individual levels. This includes a commitment to managing internal biases and judgments. Ability and willingness to contribute to a positive, inclusive, collaborative, and supportive environment.
- Flexibility: Willingness to engage with a unique, rapidly expanding, and ever-changing organization, including the ongoing development of program processes to support organizational needs. Ability to maintain calm and compassion under pressure.