Support Services Manager

Job DescriptionJob Description:

Salary: $75k to $90k Annual Salary Exempt Support Services Manager ABOUT US Founded in 1991, Hope Solutions, formerly Contra Costa Interfaith Housing, is a vibrant and socially responsive non-profit agency that provides permanent housing and vital support services to over 2,000 homeless or at-risk families and individuals in Contra Costa County. Over 40 faith-based communities support our work, although there are no religious requirements or affiliations to receive services. Are you seeking a new role that fully utilizes your talents and potential—while helping to make the world a better place? If so, please read on What are you passionate about? At Hope Solutions—we envision a world in which everyone has a place to call home and the support of a strong community so that they can live with dignity and reach their full potential. We strive to be inclusive and responsive to community needs. We are committed to excellence and accomplish our work with integrity, respect, compassion, and humility. Hope Solution's mission is to heal the effects of poverty and homelessness by providing permanent housing and vital support services to highly vulnerable families and individuals. Could our mission be your mission? Learn more about us @ hopesolutions.org TEAM SNAPSHOT We're adding to our team of passionate folks—who are on a mission to help make the lives of others better—through services and support that lead to a higher quality of life for our clients. We'd like to learn more about you—apply for the role What's our team like? Here's a snapshot of some of the folks at Hope Solutions who help advance our vision to achieve—secure housing and the dignity of self-sufficiency for the homeless and at-risk families and individuals in Contra Costa County. A FEW OF US... Deanne—Chief Executive Officer—lives in Central Contra Costa County with her husband and three children. She enjoys hiking the East Bay hills, camping, reading, cooking, and cheering too loudly at her kids' games. Alex—Chief Operating Officer— lives in Walnut Creek with his wife, son, and dog. Alex has an MSW and is a self-described macro social worker. He is an avid reader and a huge baseball fan (Go Giants). He loves spending time at home with his family, making food, listening to jazz, and relaxing. Christina—Chief Financial Officer—lives in Pleasant Hill with her husband, three teenagers, and their dog. Christina has an MPA, a Graduate Certificate in Non-Profit Management, is a Certified Non-Profit Accountant, and has a Bachelor of Science degree in Accounting. She has over 20 years of finance and accounting experience, working the last several years in the non-profit sector. In her spare time, she enjoys traveling with her family and volunteers at her children's schools. Bill—Director of Properties and Support Services—lives in Central Contra Costa County with his partner and is involved in raising his godson. Bill is a licensed Marriage and Family Therapist who has been working with under-served populations for more than 20 years. He also serves on the Contra Costa County Healthcare for the Homeless Co-Applicant Board. He enjoys reading, gardening, and meditation. Tanya—Director of Rapid Re-Housing and Navigation—lives in East Contra Costa County. She is married with one daughter and two sons. Tanya has a Master's in Counseling Psychology and has worked with under-served populations for over 15 years. She enjoys music, comedy, movies, exercising, and watching basketball games. Beth—Director of Clinical and Support Services—lives with her sister and son in Central Contra Costa County. Beth is a licensed psychologist who has worked with children and families for over 30 years. She is incredibly passionate about working with young children, ages birth to 5 years old, and their families. She enjoys singing, cooking, gardening, and traveling with her family. Jasmine—Consulting Director of Strategic Initiatives—lives in Contra Costa County and is married with three children and three dogs. Jasmine has an MS in Organizational Leadership and Innovation. She is the co-convener of the Multi-faith ACTION Coalition. She serves on the boards of the Emergency Food and Shelter National Board Program as well as the Tourette Association of America. Debbie—Director of External Relations and Development—lifelong Bay Area native, Debbie grew up in Oakland and now lives in Central Costa Contra County with her husband, two teenagers, and their rescue mutt. Debbie leads the external relations and development team for Hope Solutions, which encompasses volunteer and in-kind donation coordination, events, marketing, and donor engagement. She joined Hope Solutions with over 20 years of marketing and communications experience, including time at Gap Inc., Accenture Consulting, and Ketchum Public Relations. Kristina—Director of Human Resources—lives in Cordelia with her spouse, child, and French Bulldogs. She has over 20 years of experience in leadership, operations, and people management. Kristina has a Bachelor's in Business Administration with a concentration in Human Resources and is SHRM-SCP certified. She enjoys spending time with family, yoga, indoor cycling, and hiking, and loves to laugh. She believes if you look for the good in all things, you will find it. WHO WE ARE LOOKING FOR: The Support Services Manager, responsible for overseeing both the CoC RAP and Project Home Safe programs, is a versatile professional who remains adaptable and responsive to address our client's needs. This individual excels in collaboration, working effectively with interdisciplinary teams and community partners to deliver comprehensive support. Leading by example, the Support Services Manager guides the provision of vital supportive services within the programs. These encompass ongoing assessment of client requirements, facilitating access to medical, mental health, recovery, financial, and legal resources crucial for sustaining housing stability. This role also involves nurturing constructive relationships with landlords and property managers, alongside offering essential eviction prevention services, thereby enhancing the well-being of subsidy recipients. At the core of the Support Services Manager's role lies a commitment to quality assurance. This entails ensuring that the process of securing and maintaining permanent housing for consumers is a seamless journey. With a strategic focus on collaborating effectively with the Housing Authority of Contra Costa County, the Health, Housing, and Homeless Department, and other community-based providers, the Support Services Manager fosters strong partnerships. This collaborative approach underscores the program's holistic impact and the Manager's dedication to making a positive change in the lives of individuals and the community as a whole. Supervisory Responsibility: (2) Senior Case Managers (CoC) & (Home Safe), (4) Case Managers, and a Housing Navigator. WHAT WILL YOU DO: Leadership Role: Active participation and contribution to the Hope Solutions Directors Team. Cultivate and maintain successful relationships with key stakeholders and County leadership, including contract liaisons from each funder. Represent Hope Solutions with community stakeholders, as assigned. May require evening meetings. Assist with the planning and implementation of new programs when opportunities arise. Attend Hope Solutions Board Meetings as directed. Program Development and Ongoing Maintenance: Hire, onboard, supervise, develop, and evaluate the team, providing weekly individual supervision meetings and overseeing a monthly team meeting. Review individual work plans and support team members to achieve work plan goals. Provide case conferencing of client cases, strategize on the provision of services, review action/housing plans, and review service documentation. Support staff to employ the overall philosophy of Housing First and provide strength-based and Trauma-Informed services. Collaborate with the DHP and Human Resources to identify and plan useful training for direct reports. Ensure/provide mediation and advocacy with landlords on behalf of clients to assist with obtaining and/or maintaining housing. Develop relationships on behalf of Hope Solutions with providers who may provide adjunct support to Supportive Housing Program efforts. Ensure compliance with policies, procedures, standards of practice, and outcome measures for the program, consistent with the contract. In partnership with the leadership, lead the team in meeting its respective outcome goals. Create or update program flow, outreach materials, tracking tools, and communication systems for the programs. Maintain awareness of culturally diverse consumer populations and perform duties in a culturally competent manner.   Data Responsibilities: Ensure data quality in the HMIS system, including but not limited to data entry, reporting responsibilities, financial reconciliation, data analysis, and working with county staff to update HMIS as needed. Ensure data quality in the internal Apricot system, including but not limited to data entry, reporting, analysis, and working with HS staff to update Apricot as needed. Review monthly and quarterly program data to ensure the program meets its targets and recommend course corrections as needed. Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, protecting consumer rights, advocating on consumers' behalf, and assuring consumer safety. Cultural Responsiveness: Awareness of and aptitude to understand, respect, and adapt to cultural and identity-based differences within group environments appropriately and effectively. Knowledge of and commitment to concepts and issues tied to social justice, diversity, equity, and inclusion and belonging. Experience fostering and reinforcing an environment that values unique experiences, cultures, personal humility and authenticity backgrounds, and goals. Participate in and complete our new employee onboarding process, which includes reading and discussing a short chapter in the book, The Color of Law. Review and commit to our Diversity, Inclusion, Equity, and Belonging Commitment. Organizational/Administrative Responsibilities: Professionally represent Hope Solutions in all circumstances. Comply with all legal/ethical professional guidelines for maintaining consumer confidentiality, adhering to HIPAA guidelines, protecting consumer rights, advocating on consumers’ behalf, and assuring consumer safety. Establish and maintain professional boundaries in working with clients. Comply with all local, state, and federal regulations, policies, procedures, standards of practice, and outcome requirements of the Supportive Housing Program and Hope Solutions. Maintain knowledge of and compliance with Fair Housing regulations. Maintain and supervise maintenance of confidential data files that adhere to HIPAA regulations. Assist with the creation/distribution of client satisfaction/feedback surveys. Assist with data entry and completion of financial reports, tenant statements, billings, and correspondence. Attend all required meetings, including but not limited to: Hope Solutions staff meetings, program staff meetings, consumer case conferences, and linkage meetings with other agencies. Complete required personnel-related paperwork and complete expenditure reports for service expenses and/or mileage in a timely and accurate manner. On-call, after-hours, and backup work will be required. Other duties as assigned. Position Qualifications: Passion for and demonstrated experience successfully supporting vulnerable populations, especially homeless families or individuals with mental disabilities. Minimum of two years’ experience in the human service field, preferably with housing retention barriers such as substance abuse, mental health, and/or income challenges. Master's degree or substitution of experience for education as follows: B.A. Degree and four years’ experience in the human services field (for a total of at least six years, combined with the minimum of two years’ experience indicated above). License-eligible toward LCSW or LMFT, with commensurate experience preferred. Experience providing program management, staff supervision/oversight, and/or behavioral health care services within residential settings preferred. Extensive knowledge of Contra Costa housing resources/real estate, HIPAA, HMIS, and housing law is a plus. Bi-lingual in English/Spanish is a plus. Outstanding written and verbal communication skills. Computer proficiency in the use of Microsoft and database applications. Must have an operational vehicle, auto insurance, valid California driver's license, and be willing to drive for work. Must pass LiveScan screening and TB test. Salary contingent upon skill and experience Physical Qualifications: The person in this position may make home visits to consumers who live on second or third-floor apartments (without elevators) and will need to be able to climb stairs. May accompany consumers on walks to local resources (grocery store, childcare, parks) up to ½ mile in distance. Must be able to work in a desk setting for up to 3 hours at a time to make calls to consumers, research resources on the internet, and collaborate with community providers with calls/emails. Office setting activities are required, such as typing on a laptop/computer to respond to emails, entering case notes into a database, and copying/faxing forms and documents on a copy machine related to maintaining or obtaining housing. Occasionally must be able to lift and carry objects weighing up to 25 pounds, including furnishings for new residents, files, holiday gifts, and food donations. Ability to drive an automobile and transport oneself and consumers to appointments or meet at consumer homes, including driving at night. Compensation & Benefits:Flexible, dynamic work environment100% premium paid for employee Kaiser health and dental care.Matched 403b retirement savings.10 paid holidays, plus 2 floating holidays.Ability to accrue 2-4 weeks' vacation depending on tenure.Life insurance and Employee Assistance Program. We are an equal-opportunity employer. If you're a good fit, we want to meet you * Please be advised that we are unable to provide sponsorship for this position. The nature of the work at Hope Solutions does not qualify us to support sponsorship. Only candidates authorized to work in the USA without the need for sponsorship will be considered.

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