Program Manager II

Overview:

Catholic Community Services of Western Washington and the Archdiocesan Housing Authority (doing business as Catholic Housing Services and Coordinated Care Agency) are outreaches of the Catholic Church in Western Washington. Rooted in the Gospel message of love and hope, we recognize the sacredness and dignity of every human person. Our focus is on those individuals, children, families, and communities struggling with poverty and the effects of intolerance and racism.

The Housing and Essential Needs (HEN) program at Catholic Community Services (CCS) provides rent and utility assistance, bus passes, and essential needs products to disabled adults who are experiencing housing instability. Over 4,000 people are currently being served by HEN King County through a staff of 50, with dozens of new people added onto a rental interest list every week. The program has Rental Assistance and Homeless Services case management teams, a team of resource specialists that respond to the HEN Resource Line, an ORCA Lift program that provides free annual bus passes, and an Essential Needs team that creates hundreds of health \& hygiene bags each month. HEN is a statewide program, and eligibility is determined through DSHS. CCS has contracted with King County to deliver the services. The program operates out of the Randolph Carter Center (RCC) and Phoenix Center (Phoenix) in central Seattle as well as CCS family center in Kent.

If you are looking for meaningful work, make a tangible difference, and drive positive change, find out more at: https://ccsww.org/careers/

How YOU can make a difference:

This position lives within the HEN Homeless Services team and reports to the Program Director. It is responsible for the management, operations, and staff supervision of the Resource, Essential Needs, and ORCA Lift teams, including direct supervision and management of up to 12 staff across multiple site locations. The Resource Team manages the HEN program phone line and email account and helps with client scheduling, participant check\-in/communication, mailing, providing resources, and other general HEN program support. The Essential Needs team manages supplies and creates and distributes health and hygiene bags. The ORCA Lift team provides bus passes directly to HEN and CCS clients, as well as to other people in the community via community outreach events.

This position is also a member of the HEN Leadership team and works collaboratively to ensure management staffing coverage and general program support across the team, as well as that program policies and procedures are implemented in keeping with the program contracts. This position is co\-located to provide support at the RCC (2 days/week), the Phoenix Center (2 days/week), with 1 optional remote day/week. Occasional travel to south end CCS sites is also required.

Work location:

Main site located in Central Seattle

Some travel to our Phoenix Center and Kent locations.

Benefits \& Compensation:

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This is a Full\-time, 40\-hour position starting at $32\.13 \- $35\.74/hr (D.O.E) with a competitive benefits package:

• Medical, Dental, Vision, Life Insurance and Long\-Term Disability
• Health Savings Account (HSA) and Flexible Spending Account (FSA)
• Generous paid time off (PTO), paid sick time, 15 days of paid vacations
• 12 days of paid holidays, plus one (1\) personal holiday
• CCS/AHA 403(b) Employee Savings Plan
• Employee Assistance Program (EAP)

Responsibilities:

Program Leadership \& Compliance

• Educate team regarding program and agency policies and HEN standard operation procedures and monitor for compliance.
• Manage data entry on clients into the Homeless Management Information System (HMIS) and the ORCA LIFT Fare Registry.
• Observe/follow guidelines on rights of clients and ensure team is meeting confidentiality requirements and that client records meet agency and contract standards for storage.
• Assist with developing and drafting new standard operation procedures and provide oversight in implementation of them.
• Ensure RCW regulations and guidelines from the Department of Commerce, King County Human Services, and CCS are understood, followed, and documented by staff.
• Meet with HEN leadership and compliance teams periodically to review contract and policies and make recommendations for improvements.
• Produce and review detailed reports to evaluate program data quality and program trends. Follow up with staff to ensure data quality.
• Regularly review data base entry procedures for accuracy and efficiency, make changes or provide training as needed.
• Assist with evaluation of HEN Program.
• Support program audits and site visits by funding and regulatory bodies.

Supervision \& Training

• Provide trauma\-informed supervision and staff management of 1 Resource Supervisor, 7 Resource Specialists, 1 ORCA Lift Outreach/Enrollment Coordinator and 2 Essential Needs staff.
• Provide general management/supervisory support for all HEN team when on\-site manager.
• Fill in for team staff when staffing shortages.
• Participate in hiring, training, supervision, and evaluation of HEN staff on responsible teams.
• Lead, mentor and motivate staff and set clear expectations
• Contribute to a positive, team\-oriented work environment.
• Use a strengths\-based approach to identify and implement opportunities to develop your team’s knowledge of resources and build skills.
• Ensure quality on the job training for direct staff, including making sure staff attend required trainings.
• Attend trainings required of employees as scheduled.
• Participate as both leader and team member in staff and supervisory meetings as required.
• Contribute to and support a positive, team\-oriented, anti\-racist work environment; participate with other staff members in group decision\-making process.
• Maintain accurate record of hours worked and turn in timesheets on schedule.
• Develop, maintain and oversee robust training program for responsible teams.

Program/Service Responsibilities

• Responsible for overseeing and implementing ORCA LIFT/Subsidized Annual Pass Program to include outreach events and partnership development, card inventory and distribution, and reporting.
• Establish and maintain strong supplies in/out inventory system for Essential Needs offerings.
• Place orders for Essential Needs supplies and update tracking records for accounting.
• Develop comprehensive resource library for clients that is regularly updated and used by Resource team as well as other HEN staff members.
• Assist with inventory and tracking of HEN team program equipment.
• Collaborate with Resource Supervisor to ensure that all daily and weekly administrative tasks are complete.
• Troubleshoot HEN Resource line calls and emails from program participants and landlords, and provide backup assistance as needed.
• Support all staff in providing high level customer services to clients experiencing a wide range of barriers including mental health challenges, substance use, and domestic violence concerns.
• Receive and address/resolve client complaints and grievances.
• Establish and maintain positive relationships with relevant organizations, landlords, King County Metro/other transportation authorities and vendors.
• Evaluate and adjust program expenditures to ensure appropriate
• Represent HEN at external meetings or outreach events.
• Solely responsible for ordering/purchasing, inventory, distribution and invoicing of Essential Needs involving several vendors.
• Evaluate and adjust program expenditures to ensure appropriate contract spending and propose program adjustments if expenditures are not in alignment with contract spending.
• Solely responsible for all HEN team program equipment inventory and tracking.

Advocacy

• Participate in agency advocacy efforts around common issues the affect the majority of HEN clients.
• Assist in organizing client participation in meetings with state legislatures regarding the HEN program.
• As needed, assist in organizing annual Housing Advocacy Day, develop informational fliers, and gather client stories.

Job Conditions

This position requires the employee to work in an office environment where there may be interruptions and a moderate amount of noise from telephones and conversations among employees. Extensive use of computers and related office equipment is typical of this position. This job also requires travel to outreach events throughout King County.

Physical and Mental Acuity Requirements

The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to prioritize multiple tasks, and to work independently and as a team member.
• Able to concentrate on task and sustain high attention to detail and ability to troubleshoot client and staff questions.
• Able to make independent decisions and apply sound judgment in performing job duties.
• Able to understand and observe safety rules.
• Able to ascend and descend stairs quickly to move from one floor to the other in order to respond to emergency situations.
• Able to hear telephone rings, face\-to\-face and phone conversation, door bells, and emergency alarms.
• Able to speak clearly in person and on the telephone.
• Able to hand write legibly.
• Able to read normal size print and handwritten log entries.
• Able to sit for sustained periods of time.
• Mobility/dexterity of hands/arms to enable keying into a unit or other locked area as well as using office equipment.
• Regularly able to perform duties as assigned.
• Able to lift and carry up to 50 pounds and push/pull up to 400 pounds (for EN supplies)

Qualifications:

Minimum Qualifications

• Bachelor's degree in social services or a related field, or commensurate experience in social services.
• At least two years of experience in direct provision of social services, preferably with homeless people.
• At least one year of experience of supervision in a social service setting
• Demonstrated ability to implement policies and procedures with attention to detail.
• Familiarity with trauma informed care and harm reduction principles.
• Understanding of problems people in poverty often face, including alcohol and drug abuse, mental illness, domestic violence, and long\-term homelessness.
• Excellent written and oral communication.
• Good office computer skills, with ability to maintain complex client records and produce flyers and informational materials.
• Commitment to social justice the mission, goals and objective of Catholic Community Services.
• Ability to set priorities and work independently as well as on a team.
• Ability to work under pressure in a multi\-task environment with time and resource constraints; strong time\-management and organization skills; ability to manage several projects simultaneously.
• Proven ability to conduct trauma\-informed and culturally appropriate customer service and staff management.
• Ability to pass background check.
• Ready access to a reliable vehicle and willingness to travel throughout King County often; requires a valid WA state driver’s license and insurance.

Preferred Qualifications

• Master’s degree in social work or a related field.
• Experience in social service administration.
• Knowledge and experience in organizational effectiveness and operations management.
• Demonstrated leadership and vision in managing staff groups and major projects, continuous initiative and improvement driven vision.
• Entrepreneurial spirit and sense of humor.
• Familiarity with WA/King County procedures around homeless services programs, Coordinated Entry for All, and HMIS.

Note to Internal Candidates: HR reviews internal compensation and determines any increase based on their experience and also agency internal equity factors. Please let us know if you need special accommodations to apply or interview for this position. Catholic Community Services is an Equal Opportunity Employer. Visit www.ccsww.org to learn more.