Position: Program Manager

Location: Boccardo Reception Center (BRC)

Employment Type: Regular Full Time, Exempt

Compensation: $91,350

Program Summary:

The TRUST program is a new program in Santa Clara County providing in-person mobile crisis support in San Jose and South County. The Program Manager position is responsible for the day-to-day operations and direct management of peer specialists operating from a call center and outreach vans. The Program Manager will hire and lead a team of Peer Specialists in providing support to those experiencing a crisis in the community. The manager assists to provide support and linkage to individuals accessing mobile crisis support in San Jose and Gilroy. Peer Specialists will be stationed at our call center near San Jose, providing support and triage over the phone. They will also be stationed in our outreach vans in San Jose and Gilroy, providing direct support to clients in the community.

Responsibilities:

• Hire and manage the shift schedules of employees in the call center and in the outreach vans
• Cross train staff in both call center-based services and outreach- based services
• Manage and oversee the phones at the call center, and provide training and support to the staff in triaging the calls and making the appropriate referrals
• Train staff on the Salesforce database
• Ensure all services, progress notes, and phone call data are documented in the Salesforce database
• Oversee the schedules/locations of the outreach vans and assist in dispatching them when they are needed to respond to an in-person crisis
• Ensure that proper telephone support and excellent customer service is provided in the call center
• Ensure that follow up phone calls are made in a timely manner, within 24 hours
• Facilitate a collaboration with the clinicians in triaging and providing support to those calling in crisis
• Establish working relationships with appropriate service providers and community agencies
• Participate in meetings with partner agencies and community advisory meetings
• Monitor and evaluate staff work performance to ensure compliance with all expectations and contract deliverables
• Participate in the development and upkeep of a program operations manual
• Ensure that all staff receive mandatory trainings
• Conduct regular team meetings to ensure successful team communication
• Maintain professional conduct in the workplace
• Utilize supervision to communicate and provide program updates/ideas
• Be available after hours and during all shifts of the staff to provide support, as needed

Minimum Qualifications:

• Bachelor’s degree in the social services field, required
• Bachelor’s degree may be substituted by 4 years social services experience
• 2 years’ experience in a social service setting, preferred
• 1 year experience in a leadership role, preferred

Skills, Abilities, and Knowledge:

• Demonstrated ability to manage multiple tasks and directions
• Demonstrate professionalism in the workplace
• Ability to communicate with and work as part of a small team
• Ability to communicate effectively with others, both verbal and in writing
• Ability to remain calm in crisis and emergency situations
• Work from a strengths-based and harm reduction model
• Ability to work effectively with and provide equal support to individuals with different values, ethnicities, cultural backgrounds, and disabilities.
• Ability and desire to work collaboratively with those experiencing mental illness, substance abuse issues, homelessness, justice system issues, and to work with those who are considered high risk
• Demonstrated knowledge of community resources, or ability to obtain knowledge about them
• Demonstrated ability to exhibit excellent customer service when interacting with individuals

Other:

• Able to perform sedentary work;
• Able to lift up to 30 lbs. on occasion;
• Ability to use keyboard and read computer screens for extended periods;
• Able to stand/sit for extended periods, kneel, reach and bend related to the completion of duties;

About HomeFirst Services:

Established in 1980, with 40+ years of experience, we are the premier Silicon Valley provider of homelessness services. We believe that everyone has the potential to get housed and stay housed. We relentlessly focus on eliminating barriers to housing and creating stability for everyone we serve.

HomeFirst Services serves more than 6,000 adults, veterans, families, and young adults each year at multiple locations from Gilroy to Menlo Park – all of Santa Clara County as well as southern San Mateo County.

Services include:

• Homelessness prevention
• Emergency and cold-weather shelters
• Comprehensive Veterans’ Services
• Rapid Rehousing programs
• Bridge Housing Communities
• Emergency Interim Housing
• Affordable permanent housing
• Permanent Supportive housing
• Street-based outreach

Benefits of joining the HomeFirst team:

• Professional growth opportunities within the organization
• 100% medical coverage for employees with an opportunity to add dependents at a shared cost
• 401k match up to 4%
• 12 observed Holidays
• Generous PTO, accrual begin with 120 hours annually and increase with tenure
• 4 hours of Community Engagement provided annually
• Access to our Emergency Assistance Program (EAP) services
• Pet Insurance options available

HomeFirst Services is proud to be an Equal Opportunity and Affirmative Action employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other status protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Additionally, HomeFirst Services participates in the E-Verify program, as required by law.

HomeFirst Services is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Recruiter Contact: Naya Kaur

nkaur@homefirstscc.org