CalFresh Community Works Program Manager

POSITION SUMMARY

The Program Manager provides day-to-day leadership and management of the CalFresh Community Works Program (CCWP), including program implementation, administration, compliance, and continuous improvement, under the strategic oversight of the Senior Director, Volunteer & Grocery Operations.

The Program Manager serves as the primary liaison between Project Open Hand, the San Francisco Human Services Agency (SFHSA), program participants, and internal Project Open Hand departments serving as Host Sites.

The Program Manager is responsible for overseeing participant engagement, attendance monitoring, compliance reporting, conflict resolution, data management, and achievement of all grant deliverables and performance objectives. This position serves as a coach, advocate, and problem-solver for participants, balancing accountability with compassion to support successful program participation, skill development, and workforce readiness.

This is an ideal position for a highly organized, results-oriented leader who thrives in building new programs from the ground up. The successful candidate will be a self-starter who can work independently, establish systems and processes, manage competing priorities, meet deadlines, and ensure compliance with grant requirements. They will possess strong interpersonal and conflict-resolution skills, balancing accountability with compassion while effectively supporting participants, collaborating with staff, and fostering positive relationships across the organization and with external partners.

QUALIFICATIONS REQUIRED

• Must have at least three years of program management experience in workforce development, volunteer engagement, human services, community programs, or related fields, including coordinating multi-site or partner community service or volunteer programs.
• Experience managing government-funded grants, contracts, or compliance requirements.
• Experience supervising staff and coordinating cross-functional teams.
• Experience managing databases and reporting systems (Salesforce and Launchpad preferred).
• Strong organizational, project management, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work with individuals from diverse backgrounds and abilities.

QUALIFICATIONS DESIRED

• Bachelor's degree in Social Services, Public Administration, Nonprofit Management, or related field.
• Experience working with CalFresh, workforce development, or employment programs.
• Salesforce experience.
• Bilingual (Spanish, Cantonese, Mandarin, Vietnamese, or Tagalog).

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Program Management

• Lead the implementation and day-to-day management of the CalFresh Community Works Program.
• Develop and maintain policies, procedures, and workflows to ensure compliance with grant requirements.
• Monitor program performance and ensure achievement of all service and outcome objectives.
• Manage program budgets, grant deliverables, and reporting deadlines.
• Prepare for audits, monitoring visits, and program reviews.
• Develop and implement continuous quality improvement initiatives to enhance participant and program outcomes.

Participant Engagement and Support

• Provide leadership and oversight for participant intake, onboarding, orientation, placement, and support services.
• Supervise the Intake Coordinator and ensure timely enrollment, placement, and participant follow-up.
• Monitor participant engagement, attendance, and overall program participation.
• Identify participants with observable or self-reported barriers to participation and coordinate appropriate interventions, referrals, and communication with SFHSA.
• Facilitate participant reassignment when necessary.
• Manage six-month participant performance evaluations and assessments of workforce readiness.

Compliance, Data Management, and Reporting

• Oversee participant attendance tracking, compliance monitoring, and reporting.
• Ensure timely submission of weekly attendance and compliance reports through SFHSA's Launchpad system.
• Maintain participant files, program records, and confidential information in accordance with agency and grant requirements.
• Analyze program performance and prepare monthly, quarterly, annual, and ad hoc reports.
• Track participant enrollment, retention, service hour completion, performance evaluations, referrals, and program outcomes.

Internal Coordination

• Serve as the primary liaison between the CCWP team, Volunteer Services, POH departments serving as Host Sites, and SFHSA.
• Support Volunteer Services in addressing attendance, performance, conduct, and participant engagement concerns.
• Mediate disputes between participants and POH staff and work collaboratively toward resolution.
• Collaborate with agency departments to ensure positive participant experiences and successful program outcomes.

POH COMPETENCIES:

• Team Player: Demonstrates cooperative spirit, respects professional boundaries, and is successful at sharing responsibilities with others.
• Self-led: Knows and completes responsibilities within assigned timelines and seeks clarification when needed.
• Sensitive: Demonstrates awareness of the circumstances and needs of vulnerable populations and responds with professionalism and compassion.
• Customer Oriented: Works effectively with internal and external stakeholders, promotes a positive image of the agency, and works diligently to resolve issues.
• Poised: Maintains a calm, positive, and constructive attitude when interacting with diverse populations, including in challenging situations.
• Ethical: Honest, accountable, and maintains confidentiality.
• Decisive: Thoughtful when considering options, seeks input from others, and makes difficult decisions when necessary.
• Knowledgeable: Understands facets of the job and keeps job knowledge current.
• Well Organized: Maintains organized and accessible information, manages time effectively, and develops efficient systems and processes.
• Strong Communicator: Demonstrates excellent verbal and written communication skills.
• Technical Savvy: Skilled with computers and job-related technology, learns new systems quickly, and uses technology to enhance performance.
• Agile: Able to move effectively between strategic priorities and day-to-day operational responsibilities.
• Takes Initiative: Takes action, seeks opportunities for improvement, and works to see projects and goals through to completion.
• Problem Solver: Uses analytical thinking and sound judgment to address and resolve complex issues.
• Leadership II: Leads and gains results through others through example, communication, delegation, coaching, and accountability. Serves as a representative of Project Open Hand internally and externally.
• Results-Driven: Establishes goals, monitors progress and ensures achievement of program deliverables and performance objectives.
• Project Manager: Monitors project status, manages competing priorities, tracks details, and ensures accountability for successful outcomes.
• Audience Engagement: Ability to effectively engage participants, staff, community partners, and external stakeholders.
• Detail Oriented: Meticulous and thorough when reviewing, maintaining, and reporting program information.
• Open-Minded Collaborator: Works effectively across departments and with external partners to achieve shared goals.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: The Program Manager works primarily in an office and program environment and regularly uses standard office equipment. Duties require frequent communication and collaboration with participants, staff, community partners, and government agencies and may involve periods of sitting, standing, walking, facilitating meetings, and conducting trainings. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.