Job Summary
The Program Supervisor oversees case management services to individuals and families transitioning from emergency shelter at the Center of Hope and/or Booth Commons into independent housing placement. A key responsibility of the Program Supervisor is to monitor the case management service delivery, ensure clients are matched in most appropriate housing program and assess staff compliance with housing regulations, policies and procedures.
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Essential Functions:
This job description should not be interpreted as all-inclusive. It is intended to identify the essential functions and requirements of this position. The incumbent may be requested to perform job-related responsibilities and tasks other than those stated in this job description.
Supervisory Responsibilities (40%)
Supervises assigned staff; instructs and trains employees in the proper methods and procedures for conducting work; monitors work in process and assesses for compliance per local, state, and federal regulations. Holds regular staff meetings with direct reports. Implements and communicates procedural changes of program requirements based on program audit results. Conduct performance evaluations and consult with the HR Department regarding the recruitment and interview process. Respond to client issues and complaints at the Center of Hope and/or Booth Commons.
Program Development and Evaluation Responsibilities (30%)
Implement, develop, and evaluate program services based on clientele's changing needs; develop tracing mechanisms to ensure clients are assigned a case manager timely and effectively adhere to case plan.
Coordinates and communicates policies and procedures to ensure uniformity across emergency services teams.
In consultation with the Program Manager and/or Director of Program Services, assist with updating Standard Operations Procedural Manuals to keep staff apprised of program policy/procedural changes and provide related training for implementation.
Prepares for and coordinates program audits; serves as the program's contact person during audits; responds to audit questions; and formulates corrective actions necessary in response to audits.
Compliance Responsibilities (20%)
Supervises and monitors the emergency services' teams day-to-day activities, and ensures services are in compliance with established procedures.
Reviews and monitors all end-of-month reports and statistics as required; prepares statistical and other routine reports regularly; ensures their accuracy.
Provides program information for grants and contracts as requested.
External Partnership Responsibilities (10%)
Attends meetings within the center, other Salvation Army facilities, and the community at large; receives and evaluates information and instructions; disseminates information and instructions to appropriate programs and/or staff.
Provides guidance pertaining to any programmatic services and actively participates in community task forces, committees, work groups, etc., focusing on coordination and delivery of services to the homeless.
Conducts tours of facility; responds to external community partners’ requests for information or participation in monitoring reviews, research inquiries and/or surveys.
Attends and participates in scheduled supervisions with Program Director, Program Manager and/or any staff within a leadership role.
Ensures supervisory and/or management decisions are relayed to program staff; attends, participates, conducts, and leads supervisions with case management staff.
Builds and maintains effective working relationships with community agencies to maintain awareness of resources and make appropriate referrals; interacts directly with program contract monitors and specific funding representatives for the program.
Other Responsibilities:
Follows-up and responds to billing questions within the program. Carries a small caseload when necessary to meet program needs. Assist with emergency intakes when needed.
Attends conferences and seminars for continued personal and professional development. Performs other duties as assigned.
Experience:
Minimum of 5 years of experience in case management within Human Services, Social Services or a related field.
Education:
Bachelor’s degree in human services, social work, psychology, or related field required.
Master’s degree in human services, social work, psychology, or related field preferred.
Combination of relevant education and relevant experience accepted?: Yes
Licenses and Certifications
- Requires a valid state driver's license
- Requires state driving privileges.
- Must complete Safe from Harm, CPR, and First Aid training within 60 days of employment.
Knowledge, Skills, and Abilities
Knowledge of
- General social work principles and available resources
- Social services procedures, practices, and methods
- Social services related to federal, state, and local laws, rules, and regulations relating to provision of homeless services.
- Case management methods and techniques
- Services offered by the county and other local public and private community-based service agencies
Skills
- Interpreting and implementing local, state, and federal regulations that govern homeless services
- Explaining and advocating for the needs of children, families, the elderly, disabled adults and the impoverished
- Demonstrated leadership skills
- Excellent communication skills – both written and spoken
Abilities
- Adaptability: Maintaining effectiveness when experiencing significant changes in work responsibilities or environment; adjusting effectively to work within new work structures, processes, requirements, or cultures
- Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals
- Building Trust: Interacting with others in a way that instills confidence in one’s intentions and those of the organization
- Communication: Conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
- Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to conclude; using practical approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
- Delegating Responsibility: Allocating decision-making authority and/or task responsibility to appropriate others to maximize the organization and individuals’ effectiveness
- Managing Conflict: Dealing effectively with others in an antagonistic situation; using appropriate interpersonal styles and methods to reduce tension or conflict between two or more people
Physical Requirements/Working Conditions:
Duties are usually performed seated. Sitting may be relieved by brief or occasional periods of standing or walking.
Walking, standing, lifting, and carrying light objects (less than 25 lbs.) requires limited physical effort.
Work is usually performed in a typical office environment where there are little or no physical discomforts associated with changes in weather or discomforts associated with noise, dust, dirt, and the like, but may be performed in a shelter environment.
