Interim Program Manager-Trust (Internal Candidates Only)

Position: Interim Program Manager, Day Shift

Location: Campbell and Morgan Hill, CA 

Employment Type: Regular Full Time, Exempt

Compensation: $95,917.50 Annually

Program Summary:

The Trusted Response Urgent Support Team (TRUST) program provides in-person mobile crisis support in San Jose and South County/Gilroy. The Interim 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 Interim Program manager will be located in the call centers in both San Jose and Morgan Hill. The Interim Program manager will hire and lead a team of Peer Specialists in providing support to those experiencing a crisis in the community. The interim manager assists to provide support and linkage to individuals accessing mobile crisis support in San Jose and Gilroy. This position is a 3-month position, with the possibility to extend.

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 ongoing 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 by conducting ongoing audits

· Oversee the schedules/locations of the outreach vans and assist peer specialists 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 through regular supervision and observation

· Ensure that follow up phone calls are made in a timely manner

· Establish working relationships with appropriate service providers and community agencies

· Participate in meetings with partner agencies and be a part of the community advisory board 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

· Assist staff through the application and completion of peer certification training

· Be available after hours and during all shifts of the staff to provide support, as needed

Minimum Qualifications:

• 1 year experience in a leadership role in the social services field, where there is direct employee management, strongly preferred 
• 1 year experience working in a social services setting, providing crisis support and other services, required

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 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

· Demonstrated ability to provide strong supervision, including addressing performance challenges

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 accommodation due to a disability, please let your recruiter know.

HomeFirst Services takes pride in its safety values, the wellness of our team, and respect for everyone we serve. Due to this commitment, HomeFirst Services mandates that all employees be vaccinated or render a religious or medical exemption effective September 13, 2021.