Title:                    Program Manager
 
Program:             Domestic Violence Services
 
Reports to:          Program Director
 
Status:                 Exempt
 
The emergency shelter is open 24-hours a day. With a 65-bed capacity, the shelter provides services to men, women and children of all ages who are victims of domestic violence. The shelter provides shelter to victims from around the world due to being one of the first shelters in the country to provide services to men. The shelter assist an average of 330 people per year. The following supportive services are provided to victims:
 

24-hour hotline	Response to hospital emergency room calls
Safety Plans & Emergency Safety Moves	Transportation
Case Management	Counseling for children
Peer Counseling	Social service advocacy
Emergency food and clothing	Court advocacy/accompaniment
Response to law enforcement calls	Household establishment
Legal assistance with temporary restraining orders/permanent restraining orders

 
Essential Job Functions:

• Assist in coordination of day to day operations of the domestic violence programs with direction and oversight of Supervisor
• Assist in supervising the 24-hour crisis line and 24/7 in-person response services that ensure survivors have immediate access to crisis intervention and counseling, safety planning, referrals, safe shelter, and accompaniment services to the hospital and law enforcement settings
• Assist in calendar scheduling of staff to have coverage 24/7
• Provide back-up coverage and on-call assistance for shelter coverage
• Assist advocates in addressing participant issues and provide direct support, crisis intervention, de-escalation, and mediation as necessary
• Facilitate and/or participate in routine orientations, trainings, and meetings on cleanliness protocols and emergency procedures
• Assist in intake process, creation of service plans and case management of participants
• Assist in implementing policies, procedures and forms that demonstrate the effective operation of intensive case management and delivery of high-quality services
• Assist in planning and adjusting on-going workload assignments, program and project priorities
• Review and submit accurate data to Statistician for billing purposes
• Validate data as derived from Apricot and/or Statistician and insure reports submitted are accurate
• Interact with participants utilizing a trauma-informed care approach while maintaining professional boundaries at all times and actively promote positive, nurturing interactions between adults and children
• Intervene and mediate all inter-participant disputes using effective communication skills and conflict resolution skills
• Assist with program planning, development, implementation and evaluation
• Assist Supervisor in carrying out goals and objectives of services
• Attend and facilitate, when needed, case reviews to ensure proper participant and participant care
• Assist in oversite of multiple programs; includes coordinating with funders, working with Agency Finance and Administration to administer contracts, implementing programs and monitoring program performance
• Ensure the safety and comfort of participants and staff by enforcing program and/or agency rules, policies and security protocols
• Advise staff to take positive action and accountability for their assigned work
• Utilize appropriate crisis intervention procedures and provide mediation between participants/participants when situations arise
• Maintain effective communication with staff on schedule changes and/or office activities
• Train, coach, and manage and supervise staff on program requirements, tools and methods to meet those requirements set in place by our funders
• Problem solve with Supervisor and staff on any issues or challenges that might inhibit them from achieving program goals
• In conjunction with Supervisor, audit and conduct quality assurance review of participant files
• Assist Supervisor in interviewing and selecting team members and volunteers
• Provide supervision and guidance to staff when working with individuals in crisis or experiencing symptoms of mental and/or physical illness
• Research best practice models for emergency shelters and related processes and practices and developing recommendations on how to implement them
• Be the main point of contact for all volunteers: conduct orientation, provide support and guidance and educate on Agency services, policies & procedures
• In collaboration with Supervisor assist in regular and on-going feedback to program staff including training, opportunities for growth, verbal and written improvement plans as necessary and regular evaluations
• Provide support, oversight, supervision and guidance to staff in onboarding, training, and throughout employment, including but not limited to: program requirements, scope of work, program standards, documentation, enrollments, verifications, data (Apricot), extensions, referrals, income, audits, safety and service plans, daily activities, status assessments, and participant issues
• In the absence of Supervisor, provide assistance in counseling and resolving issues related to staff performance and behavior
• Assist in reviewing staff time sheets and submitting for payroll
• Responsible for ongoing assessment of training needs for all staff and scheduling appropriate training opportunities
• Secure and provide monthly staff-development training
• Resolve grievances in accordance to Agency grievance procedures
• Conduct and attend regular supervision meetings to engage staff in critical reflection and aid in professional growth
• Assist and conduct trainings & webinars to Agency staff; as well as external community members and organizations
• Assist in managing program spending and program budgets to ensure performance measures are met
• Assist in oversight of all check requests submitted by program staff, petty cash tracking, placing orders, and credit card management, if applicable
• Assist with program/fiscal audits and monitoring visits
• Work collaboratively with co-located staff to see that contract obligations are executed
• Work in collaboration with all agency departments and programs to ensure a smooth transition between programs, ensuring referrals are completed in a timely manner
• Aide in obtaining services from agencies in the community who can assist in providing support that address housing and legal needs, immigration remedies, emergency food, clothing and other needs
• Assist in providing technical assistance and support to a variety of work groups, task forces, and committees emphasizing on best practices throughout the city/county
• Assist and support coordination and implementation of special awareness and educational events
• Represent Agency in the community educating stakeholders on program features and eligibility, when needed
• Remain current with best practices and emerging data regarding the impact of domestic violence on survivors and families
• In collaboration with Supervisor work with other program directors and leaders to identify programmatic challenges and gaps in services
• Provide technical support to staff, subcontractors and partners, including linkages to trainings and literature on best practices
• Inform subcontractors (if applicable) and community partners on program policies, procedures and regulations
• Participate in efforts to identify and obtain community resources to support the program and to raise awareness of domestic violence prevention
• Develop educational materials for advocates and community distribution
• In the absence of Supervisor, represent the Agency at various meetings held in the community; be an active participant in the community; act as a link to the community and the Agency
• Participate in staff meetings, individual and group supervision, case conferences and training as required
• Available to be on-call and respond as needed either on the phone or in person after hours, weekends and holidays.
• Ensure maintenance of a clean, safe and supportive environment for participants and staff
• Adhere to agency policies and procedures including confidentiality, child/elder abuse reporting, and code of ethics
• Additional tasks, projects and or responsibilities as assigned by Supervisor that are not outlined but which are an important part of the agency’s goals and/or program outcomes

Knowledge, Skills & Abilities:

• Clear understanding of the concepts of Housing First, Harm Reduction, Trauma Informed Care, Motivational Interviewing, and the dynamics of domestic violence
• Strong knowledge of case management ethics, HIPAA, Programmatic standards of operation and participant focused ideology
• Knowledge and understanding of policy, systems, and local programs that impact homeless persons and related public funding sources, regulations, requirements, and procedures
• Knowledge of best practice models for assisting survivors with varying degrees of needs/conditions and have a strong understanding of contractual requirements/compliance and applicable performance measures
• Knowledge of issues facing domestic violence victims (e.g. chronic health, substance abuse, mental health, sexual assault, human trafficking, immigration, etc.)
• Must be able to exercise initiative, independent good judgment, flexibility, discretion and solid decision making
• Knowledge of community social service agencies and resources
• Knowledge in hiring and training staff, assigning staff projects and management of multiple projects
• Ability to respond quickly and effectively to individuals who may be ill, using substances, lack of personal care, in crisis situations and/or potentially hostile situations
• Ability to respond quickly and effectively to individuals in crisis situations and/or potentially hostile situations
• Ability to work with a diverse population and provide culturally competent advocacy
• Actively promote positive, nurturing interactions between participants
• Work effectively under conditions of limited supervision, high stress and rapidly changing situations and circumstances
• Able to take appropriate steps to deal with emergency situations with the goal of maintaining the safety of all participants
• Promote cooperation and commitment within a team to achieve goals and objective; collaborate with team members, sharing ideas and differences openly; be receptive to new ideas and adapt to change as necessary
• Strict confidentiality must be observed as it relates to participant information, agency business, program decisions and all other personal information
• Must be able to successfully manage multiple priorities, meet deadlines, adjust to changing; circumstances, and demonstrate confidence working with diverse stakeholders
• Considers impact of personal and professional choices. Consistently make decisions in keeping with organizational values and Supervisor’s direction
• Excellent organizational skills and the ability to follow through from beginning to end on tasks
• Outstanding communication skills, both written and oral; must communicate professionally and positively with participants, co-workers, management, community partners, employers, landlords, and other service providers
• Proficient with office communication equipment and machines (telephone, copier, calculator, fax machine, personal computer, laptop, computer printer and scanner).
• Proficient in use of laptop/desktop computer, Microsoft Windows and Office software programs (Word, Excel, and PowerPoint) and Google drive
• Ability to work a flexible schedule; including nights, days, weekends and holidays
• Ability to respond to emergencies some evenings and weekends as necessary
• Use of a personal vehicle may be required to travel in and around Antelope Valley and/or Los Angeles County and periodically transport participants
• Maintain professional boundaries and work collaboratively with participants, volunteers and staff
• Accountability – be on time for scheduled shifts
• Be able to read and write English
• Bilingual Preferred but not required

Qualifications & Experience:

• Bachelor’s Degree in Social/Human Services or related field
• Minimum two years in a supervision/leadership role with programming/administrative experience in a nonprofit setting at an agency that services victims of domestic violence, sexual assault, human trafficking, or other vulnerable populations, and/or homeless, mentally ill, substance-using, or dually-diagnosed people is required
• Two years’ experience working with survivors of domestic violence/intimate partner violence
• Strong knowledge of the social services field and/or successful management and implementation of homeless programs in the non-profit, government or private sector
• Experience working in a residential facility setting strongly preferred
• Experience in public speaking
• Education may be substituted by years of experience

Agency Requirements:

• Must have a valid California Driver’s License;
• Reliable transportation;
• Auto Insurance;
• Clean driving record;
• Employment pending drug screen, background check and driving record

Work Conditions & Physical Demands:
The following are work conditions that one may encounter in the course of performing their job duties:

• May be in contact with individuals in crisis
• May experience unpleasant sensory demands associated with an individual’s use of alcohol and drugs, and lack of personal care
• May experience crisis situations and potentially hostile situations, must be ready to respond quickly and effectively.

An employee is required to:
Walk and climb stairs; Handle, grasp and feel objects and equipment; Reach with hands and arms; extend both arms above the head and/or reach below the waist; Communicate ideas and information verbally and written word; Be able to move oneself quickly and easily from place to place; Repeat various motions with hands, wrists, fingers; Climb on stools, steps and/or ladders; Be subject to outside environmental conditions, including but not limited to: Rain, heat, wind.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. If accommodation(s) are required, employee must inform Human Resources by the first week of employment. If an accommodation is not required at the time of employment, but is later required, you must inform Human Resources at the time it is needed.

Benefits:
 

Health	Employee Assistance Plan	Paid Sick
Dental	AFLAC	Paid Vacation
Vision	Cafeteria 125 Plan	Personal Days
Acupuncture/Chiropractic	Retirement Plan
Life Insurance	14 Observed Holidays

 
Schedule:
40 hours a week (may be required to work other than normal duty hours, to include evenings, weekends, holidays and/or on call status)
 
Salary:
 $66,560 - $68,640.00 Annually (Exempt)
 
An Equal Opportunity Employer: Selection will be based solely on merit and will be without discrimination based on age, race, sex, religion, national origin, marital status, sexual orientation, mental or physical disability.
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