Program Manager

Position Summary:

The Program Manager is responsible for leading all aspects of exceptional day-to-day service delivery at their assigned Opportunity Center(s). Depending on caseload size and proximity, Program Managers may be assigned to one large Opportunity Center or, they may be responsible for the oversight of several smaller centers. In larger Opportunity Centers, the Program Manager may have a peer that they work closely to manage their site’s workflow, performance and coaching of program staff.  

Essential Functions:

• Acts as a member of the Families Forward Leadership team.
• Collaborates with the Regional Director to manage a high performing, data driven team that is equally committed to the needs of individuals served and to achieving exceptional outcomes.
• Responsible for the management and delineation of respective responsibilities to a Site Supervisor 
• Upholds and ensures that all employees within their Opportunity Center(s) are fully informed of agency policies and expectations.
• Runs reports in Fedcap CARES and uses data to plan daily and weekly tasks and create longer term strategies for site achievement.
• Analyzes site data and metrics for strengths and areas for improvement in performance and efficiency while identifying priority areas for staff and their assigned caseload. 
• Conducts monthly case reviews to ensure compliance, quality, and adherence to standards. 
• Responsible for the hiring, orientation, and training of employees.
• Communicates effectively and transparently to ensure staff are aware of policy, program, and agency changes.
• Recognizes and escalates concerns that may compromise operations and contractual obligations.
• Coaches and supports staff in developing the skill sets and knowledge required to excel in their jobs.
• Provides regularly scheduled supervision for direct reports and conducts a staff meeting at least once a month.
• Evaluates staff performance and identifies needed training and professional growth opportunities.
• Coordinates all site operations including logistics, facilities, staffing, and adherence to program model and workflow.
• Investigates and provides follow up and mediation for program participant and staff concerns.
• Manages site calendar and PTO requests from staff to ensure coverage and business needs are met.
• Reviews and approves mileage and reimbursement requests to ensure their accuracy and adherence to agency policies.
• Represents Fedcap and Families Forward with all stakeholders and in the community in a positive and professional manner.
• Perform other related duties as assigned. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities.

Education and Experience:

• Bachelor’s degree or higher education and/or equivalent experience.
• Program management and supervisory experience preferred.
• Non-profit experience, preferred. 
• Demonstrated track record for building and developing community partnerships.
• Valid driver’s license, required.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Equal Opportunity Employer