Program Manager II

POSITION SUMMARY

This position provides direct program support to case managers and is a main point of contact for case management oversight within HFS. Responsibilities include training and direct supervision of HFS case managers in BFS and Community Based teams, improving and maintaining an effective case management system, conducting screenings with potential clients, and advocating for the homeless at relevant community meetings.

ABOUT US

CSS is a Catholic human and social services agency and behavioral health care provider that welcomes people of all faiths through its programs and employment. We provide help for our Alaskan neighbors through a variety of supportive service programs, including emergency shelter, food stability, housing, case management, and refugee assistance. CSS empowers individuals and families on their path to permanent stability, creating thriving communities for all. Located in Anchorage, Alaska, CSS is a nationally accredited organization through the Council on Accreditation (COA), which recognizes that CSS provides high quality services that meet best practice standards in the social service field.

Mission: We compassionately serve those in need, strengthen individuals and families, and advocate for the common good.

Vision: All Individuals and Families are Flourishing.

Impact Statement: Catholic Social Services empowers individuals and families on their path to permanent stability, creating thriving communities for all.

Guiding Principles: - Catholic Social Teachings - Reverence for humanity - Striving for excellence - Empowering personal fulfillment - Strengthening through collaboration

ABOUT OUR PROGRAM/DEPARTMENT

Homeless Family Services (HFS) is a housing case management program for adults experiencing homelessness and unsheltered families with children. HFS staff work with families and individuals to address challenges they face on their path to permanent stability. The goal of HFS is to connect clients to resources so they can find a place to call home.

REQUIRED COMPETENCIES

Accountability: Takes ownership for delivering on commitments; owns mistakes and uses them as opportunities for learning and development; openly discusses his/her actions and their consequences both good and bad; has an ability to identify strengths and developmental opportunities and leverages insight to adjust to improve their effectiveness; courage to have difficult conversations.

Adapting to Change: Accepts and adapts to change in a professionally appropriate and thoughtful manner. Is willing to offer a different perspective or approach and yet knows when and how to stand down graciously and accept a well-thought-out decision. Embraces change.

Confidentiality: Maintains the highest level of confidentiality regarding CSS’s records and information. Appropriately uses internal confidential information for business purposes only.

Communicating Effectively: Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.

Cultural Competence: Demonstrates cultural competence and sensitivity with diverse groups across lines of race, ethnicity, religion, gender, socio-economic group, sexual orientation, and other identifiers.

Decision Making/Judgment: Approaches problems and decisions methodically and objectively; involves others as needed; uses sound judgment in making decisions and understanding the impact to themselves, customers, their team, and the organization; conducts the appropriate analysis to identify the symptoms and root cause of issues; makes timely decisions.

Delivering High Quality Work: Makes sure responsibilities central to the role meet all requirements and expectations. Finishes tasks promptly and critically reviews work to ensure quality and accuracy. Considers impact of work to others and takes steps to mitigate.

Results Orientation: Is focused on outcomes and accomplishments; follows through on commitments; can be counted upon to successfully execute on goals; motivated by achievement and a need for closure; has an attention to detail and is both efficient and effective in achieving a high level of measurable outcomes; persists in achieving goals despite obstacles.

Teamwork: Interacts with people effectively. Encourages and respects the input of all team members. Communicates openly and honestly. Cooperates within the team and across the agency.

Stress Tolerance: Displays emotional resilience. Deals with difficult and adverse events while maintaining professionalism and caring. Responds appropriately in the face of tension, emotion, and resistance. Seeks support from others when necessary and uses appropriate coping techniques.

Empathy: Provides empathy towards clients who are receiving services. Focuses on individualizing care based on people’s needs. Provides nonjudgmental services.

Knowledge:

• Knowledge of Critical Time Intervention and Intensive Case Management Models.
• Knowledge of the Principles of Case Management and Critical Time Intervention.
• Knowledge of Motivational Interviewing.
• Knowledge of Trauma Informed Care.
• Knowledge of federal, state, and local regulations pertaining housing and homelessness.
• Knowledge of Housing First Model and Harm Reduction.
• Knowledge of low barrier service delivery principles.
• Fully proficient in Microsoft Office Suite.

RESPONSIBILITIES

Program Implementation/Design and Development/Evaluation: Fulfill program mission. Operate within mission/philosophy of agency. Implement program goals and objectives. Evaluate and measure outcomes of program services. Utilize data to inform recommendations and changes. Adjust service delivery based on changes to grant requirements, best practice standards, and continuous quality improvement activities.

Fiscal Management: Monitor all financial reports; code and approve check requests, operate within approved budget. Complete quarterly and annual grant reports. Complete duties within timelines and budget.

Client Services: Ensure smooth operations of program through regular physical file and Apricot audits. Ensure accurate and timely data entry in Apricot and Intacct.

Client Advocate: Attend to specific client needs as necessary, act as advocate on behalf of population served and/or individual clients, when necessary. Assist staff with complex problem solving around clients’ needs utilizing the resources of the program and strengths of the staff.

Personnel Management: Recruit, screen, hire; train, coordinate continuing education; support, supervise, evaluate; oversee health, morale, and welfare; discipline and terminate staff. Approve leave requests, authorize timesheets, handle other personnel actions. Draft/amend job descriptions. Meet regularly with direct reports and build rapport with staff across the program.

Maintain regular communication with Senior Director regarding the needs, successes, and outcomes of the program.

Maintain awareness of Anchorage community resources available to participants and maintain contact with personnel of these agencies as needed.

Inter/Intra agency relations: Attend BFS management meetings and other shelter meetings as required. Attend community meetings that would assist in reevaluating and revising case management policies, general program policies and contribute to the resources available to HFS participants.

Recommend to the Senior Director changes to the participant forms, files, policies, procedures, etc.

Complete over-the-phone surveys to past participants at 3 and 6 months post-discharge.

Performs other duties as assigned.

QUALIFICATIONS

Minimum Education Qualification: Bachelor’s degree in a health or human services field. Four (4) years of experience may be substituted for required experience.

Minimum Experience Qualification: Two (2) years of experience working with vulnerable adults. One year of supervisory experience required.

A relevant combination of education and experience may be considered.

WORK ENVIRONMENT

Work environment: The work environment is generally that of a typical shared indoor office space. Case Managers can also expect to do outreach and case management in shelters and agencies throughout the community, in housing obtained for clients or public settings for unhoused clients, such as libraries and dining areas.

Physical demands: Occasional lifting of up to 25 pounds. Frequently sitting or standing at a desk for several hours at a time. Driving is required.

Travel: Travel out of Alaska is rare. Travel within Anchorage is required.