Program Manager

The Program Services Manager provides oversight of the day-to-day delivery of program services to youth ages 18-24 across the Community Service Center and Transitional Living Program (ROPAL). The manager serves as a key leader and point of contact for program team members, community partners, and service-related activities, ensuring consistent communication, effective coordination, staff accountability, and successful implementation across programs. The manager supports timely access to services, promotes high-quality service delivery, and ensures program operations align with agency goals, contractual requirements, and the needs of the youth served. ESSENTIAL DUTIES AND RESPONSIBILITIES: Covenant House Florida reserves the right to unilaterally modify, remove, or add to any of the following: Provide administrative oversight, leadership and professional support to program services, ensuring services are delivered in accordance with established goals, policies, procedures, and contractual requirements while promoting quality and consistency across programs. Oversee the provision of case management services to ensure consistent youth engagement, timely service delivery, effective referral coordination, and achievement of program goals related to housing stability, self-sufficiency, and successful client outcomes. Maintain expertise of HUD requirements, and local housing programs, resources, ensuring team members remain informed, trained, and current in applicable regulations, resources, and best practices. Track data for grant outcomes and reporting. Lead, supervise, coach, and develop direct care team members, establishing clear expectations and accountability for service delivery, documentation, youth engagement, follow-up activities, professional conduct, and scheduling to maintain appropriate team-youth ratios. Support the recruitment and onboarding of team members and assist with the placement, training, and ongoing supervision of CHF volunteers and interns. Coordinate daily program operations and service workflows. Plan and organize daily and weekly activities in collaboration with team members and program leadership. Work closely with the team to assess service delivery needs, identify opportunities for improvement, implement program enhancements, and monitor progress toward program goals and service initiatives. Oversee program implementation and cultivate collaborative relationships with community partners and landlords to promote coordinated and responsive services. Support positive interactions between youth and team members, providing guidance on resolving conflicts and improving service quality. Maintain safety by assisting in de-escalation when necessary, using appropriate verbal behavioral de-escalation techniques. Must be certified and up to date in Nonviolent Crisis Intervention Training. Oversee and monitor assigned grant-funded programs to ensure quality assurance, accurate client records, and compliance with state licensing requirements, funding sources, grant objectives, and agency policies and procedures. Ensure staff accountability for timely documentation and prepare monthly and quarterly reports to support program performance monitoring, funding requirements, and continuous quality improvement Collect, review, and maintain program data and performance indicators related to enrollment, engagement, service delivery, and housing outcomes, utilizing the agency's Efforts to Outcomes (ETO) information system and other assigned databases, including HMIS, to ensure data accuracy, reporting integrity, and compliance. Support the implementation of program policies and procedures and identify barriers, trends, and performance gaps affecting service delivery. Collaborate with the Director of Program Services to develop and implement corrective action plans and continuous quality improvement strategies that promote program effectiveness, quality service delivery, and compliance with organizational and funding requirements. Participate in assigned meetings, training, and professional development activities to maintain current knowledge of best practices in youth-centered services, harm reduction, and supportive housing. Support the delivery of a comprehensive and collaborative system of care by applying learned practices to program operations and service delivery. Provide oversight of the upkeep and maintenance of CHF equipment and property, including cleanliness, inventory management, and routine monitoring of agency vehicles, storage units, the CSC Food Pantry, and other program spaces. Coordinate with staff and vendors as needed to help ensure facilities, equipment, and resources remain safe, organized, and operational. Drive agency vehicles to escort youth to and from various appointments if needed and perform home visits. Other duties as assigned.

JOB REQUIREMENTS:

EDUCATION:

Bachelor’s Degree required (Masters strongly preferred) in a field related to Human Services.

EXPERIENCE:

Minimum of five years of human services experience and two (2) years of relevant experience in a leadership or team-support role, ideally within case management or a related field. Two years of case management experience working with at risk youth preferred. Relevant education, certifications, and/or work experience may be considered

SKILLS:

Knowledge of adolescent development, case management, crisis intervention and de-escalation. Ability to assess complex situations and determine appropriate next steps. Strong written and oral communication skills, excellent organizational and leadership skills to include excellent communications skills, ability to take initiative, provide constructive feedback, ability to problem solve and resolve conflicts. Strong interpersonal and public speaking skills. Must be a self-starter and team player with the ability to work with other staff members, clients, vendors, the public and community partners. Computer literacy including Microsoft Suite, Teams, and Zoom. Ability to lead, coach, model and address staff and program concerns.

SCHEDULE:

This position requires flexibility to meet the needs of youth which may take place outside of regular Monday-Friday business hours; this may include evenings, weekends, and mid shifts. However, this position is typically scheduled Monday-Friday between the hours of 8am-6pm. This position is onsite and does not have the ability to be remote.

TRANSPORTATION:

Must have a valid Florida driver’s license and a good driving record and ability to drive CHF vehicles.

WORKING CONDITIONS:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this position, the employee may occasionally work outdoors and travel between program or service locations during the workday. The role requires the ability to lift and carry up to 25 pounds on an occasional basis, as well as bend, sit, stand, and walk for extended periods of time. The work environment typically involves a moderate to occasionally high noise level.

SUPERVISORY DUTIES

The position serves as direct supervisor for assigned staff and is responsible for performance management, coaching, employee development, administrative support, crisis management, Administrative On-Call (AOC) and Supervisor-on-Duty (SOD) coverage as assigned.

EQUIPMENT USED:

Must be able to utilize a computer, tablet and cell phone as well as word processing programs, email, and web based programs.

Due to licensing requirements, Covenant House Florida applicants will not be permitted to begin employment service until they have been cleared by a Florida and national criminal background search. Please see the link below to the new Care Provider Background Screening Clearinghouse Education and Awareness website. This site was implemented under the directive of HB 531 (2025). https://info.flclearinghouse.com All applicants for employment will be responsible for the cost associated with instituting background checks and will be eligible for reimbursement after 90 days of service. Equal opportunity is a fundamental principle at Covenant House Florida. Employment and promotional opportunities are based upon individual capabilities and qualifications without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, marital/parental status, political affiliation, citizenship, disability, genetic information, veteran/ military status, or any other protected characteristic as established under law.