Program Manager – Family Coordinated Entry

Catholic Charities is one of the largest and most comprehensive human services agencies in Northern California, serving more than 70,000 people annually across San Francisco, San Mateo, and Marin Counties. For more than 170 years, Catholic Charities has strengthened families and reduced poverty by providing services to people of all cultures and beliefs. Guided by our values of compassion, accountability, and respect, we provide essential services and advocacy through more than 30 programs that support individuals, families, and communities throughout the Bay Area.

Salary Range $74,000 - $77,000

Location: Onsite 5 days a week

Program & Position Summary

Catholic Charities Family Coordinated Entry (FCE) provides Problem Solving, homelessness prevention and diversion, shelter, Rapid Rehousing (RRH), and Permanent Supportive Housing (PSH) referral services to individuals and families experiencing homelessness or housing instability in San Francisco under the guidance of the San Francisco Department of Homelessness and Supportive Housing (HSH).

Under the general direction of the CCCYO FCE Program Director , the Program Manager plans, directs, manages, and oversees the day-to-day operations and service delivery of Catholic Charities’ Mission and Bayview Access Points. The Program Manager provides operational leadership for Access Point services and supports individuals and families experiencing homelessness or housing instability, including households with complex and multiple barriers to housing and stability.

The Program Manager is responsible for ensuring the effective and consistent delivery of low-barrier, trauma-informed, culturally responsive, harm-reduction-oriented, and client-centered services. The position provides leadership and supervision to program staff, including Problem Solvers, Housing Specialists, and other Access Point personnel, and works closely with the Program Director and Division leadership to implement program requirements, policies, procedures, service standards, and operational priorities.

The Program Manager provides direct operational guidance and technical assistance to staff regarding complex client situations, service coordination, housing barriers, crisis intervention, and access to appropriate community resources. The position supports the implementation of Coordinated Entry, Problem Solving, homelessness prevention and diversion, housing navigation, shelter and housing referrals, and other applicable San Francisco homelessness-response services.

The Program Manager develops and maintains effective working relationships with City and County departments, HSH, community-based organizations, housing providers, health and behavioral health providers, funders, and other community partners to ensure coordinated and timely services for individuals and families.

The Program Manager assists with program planning, policy and procedure development, staff development, quality assurance, contract compliance, reporting requirements, fiscal operations, and continuous improvement of service delivery. The position also serves as acting program leadership in the absence of the Program Director, as assigned.

Essential Duties & Responsibilities

Program Management & Operations

• Oversee the daily operations of the Mission and Bayview Access Points, ensuring effective, consistent, timely, and client-centered service delivery.
• Provide operational leadership and support to program staff and serve as acting program leadership in the absence of the Program Director, as assigned.
• Ensure that program policies, procedures, contractual requirements, service standards, and organizational expectations are consistently implemented.
• Assist the Program Director in planning, developing, implementing, and evaluating program services, procedures, protocols, and operational practices.
• Develop, maintain, and update written procedures and protocols to support consistent service delivery across both Access Point locations.
• Monitor program capacity, staffing, caseloads, service levels, referrals, client flow, and operational needs and make recommendations to program leadership as appropriate.
• Identify and resolve operational, staffing, client-service, and facility issues in collaboration with the Program Director and appropriate Catholic Charities leadership.
• Provide technical assistance and consultation to Problem Solvers, Housing Specialists, and other staff regarding complex client and program situations.
• Support staff in assessing individuals and families for appropriate services and determining appropriate interventions based on client needs, eligibility, available resources, and client choice.
• Collaborate with case management and housing staff in the development and implementation of individualized service plans and provide ongoing consultation and support regarding client needs.
• Support staff in addressing barriers to housing and stability, including housing availability, income, benefits, documentation, health and behavioral health needs, transportation, family stability, and other barriers.
• Ensure that the Access Points maintain a welcoming, safe, low-barrier, and trauma-informed environment.
• Participate in program activities, community events, and family-focused programming as required, including occasional evenings or weekends.
• Support emergency preparedness and response procedures and assist staff in responding appropriately to emergencies involving clients, staff, or program operations.
• Ensure appropriate procedures are followed for facility safety, client safety, and operational continuity.

Coordinated Entry, Housing & Client Services

• Support implementation of San Francisco’s Coordinated Entry and homelessness-response requirements.
• Oversee and support the delivery of Problem Solving, homelessness prevention and diversion, housing navigation, shelter referrals, Rapid Rehousing, Permanent Supportive Housing referrals, and related Access Point services.
• Provide guidance to staff regarding client eligibility, assessment, referrals, service coordination, and appropriate housing interventions.
• Ensure that clients receive timely information, referrals, warm handoffs, and connections to housing, benefits, health and behavioral health services, employment, education, and other community resources.
• Provide consultation and intervention on complex client situations, difficult phone calls, crisis situations, and issues requiring management-level assistance.
• Support a trauma-informed and harm-reduction approach when addressing client needs, behavioral health concerns, substance use, crisis situations, and housing instability.
• Ensure services are delivered in a culturally responsive manner and that client dignity, choice, confidentiality, and self-determination are respected.
• Support mobile outreach and engagement activities for individuals and families experiencing unsheltered homelessness, as assigned.
• Collaborate with staff and community partners to reduce barriers to services and promote successful connections to housing and supportive resources.

Staff Supervision, Development & Leadership

• Supervise, coach, develop, and evaluate assigned program staff in accordance with Catholic Charities policies and procedures.
• Provide ongoing supervision, consultation, coaching, and technical assistance to Problem Solvers, Housing Specialists, and other assigned staff.
• Assist with staff recruitment, interviewing, hiring, onboarding, performance management, and disciplinary processes in collaboration with the Program Director and Human Resources, as appropriate.
• Conduct and/or participate in staff performance evaluations.
• Develop and implement staff training, orientation, professional development, and technical assistance activities.
• Organize orientations and provide training to staff, collaborative partners, and other stakeholders as necessary to promote effective service coordination and accurate documentation.
• Co-facilitate staff meetings, case conferences, clinical consultations, and program meetings.
• Participate in individual and group clinical meetings and support implementation of trauma-informed practices.
• Provide guidance and support to staff regarding challenging client situations, crisis intervention, service coordination, and program requirements.
• Promote effective communication, teamwork, accountability, and professional development among staff.
• Participate as a member of the Catholic Charities Management Team and contribute to organization-wide service quality and mission-based initiatives.
• May act on behalf of the Program Director or other division leadership as assigned.

Policy, Compliance & Quality Assurance

• Ensure compliance with applicable Catholic Charities policies and procedures and requirements established by HSH, the City and County of San Francisco, Continuum of Care, funders, contractors, and other applicable regulatory entities.
• Assist the Program Director in developing, implementing, reviewing, and revising program policies, procedures, standards, and protocols.
• Communicate new and revised policies, procedures, and requirements to staff and program partners.
• Ensure staff understand and consistently follow applicable program requirements and service protocols.
• Monitor the timely and accurate completion of required client documentation, case records, service records, and program reports.
• Ensure accurate and timely data entry into applicable City and organizational systems, including the One/Clarity system or other designated databases.
• Assist with case record reviews and quality-assurance activities.
• Participate in Performance and Quality Improvement (PQI) activities and committees as assigned.
• Assist with required contractor, funder, and program reports and support preparation for audits, reviews, and site visits.
• Ensure that documentation and reporting requirements are completed accurately and within established timelines.
• Maintain confidentiality and ensure that staff comply with applicable privacy, mandated reporting, and documentation requirements.

Community & Partner Relations

• Establish and maintain effective working relationships with HSH, City and County departments, human service agencies, housing providers, health and behavioral health providers, funders, community organizations, and other collaborative partners.
• Develop and maintain positive professional relationships with community partners and stakeholders serving individuals and families experiencing homelessness.
• Coordinate with other Catholic Charities programs and departments to ensure effective service coordination and continuity of care.
• Collaborate with other program managers and supervisors to promote consistent practices and effective coordination across homelessness-response programs.
• Participate in community, interagency, City, and program meetings as assigned.
• Represent Catholic Charities and the Mission and Bayview Access Points professionally in community and interagency settings.
• Provide staff support to commissions, committees, task forces, and other community or program initiatives as assigned.
• Support communication and coordination between the Mission and Bayview Access Points while recognizing the distinct needs, resources, and service environments of each location.

Fiscal & Administrative Responsibilities

• Assist the Program Director with development and monitoring of program budgets.
• Support sound fiscal management practices and ensure program activities are conducted within approved budgets and organizational requirements.
• Assist with purchasing, ordering, office supplies, invoices, and other program-related administrative functions.
• Assist with billing, coding, and submission of required documentation to Accounts Payable or other appropriate departments.
• Monitor program resources and supplies to support effective day-to-day operations.
• Assist with contractual and administrative requirements as assigned.

Program Leadership

• Work collaboratively with the Program Director and Division leadership to establish program priorities, service standards, staffing needs, and operational improvements.
• Assist in determining appropriate program service levels and enhancements based on client and program needs.
• Provide technical advice and operational guidance to staff, other departments, community partners, and external agencies as appropriate.
• Identify operational challenges, service barriers, and client concerns and work collaboratively with leadership and staff to develop and implement appropriate solutions.
• Promote consistent application of best practices and Catholic Charities standards across both Access Point locations.
• Support program initiatives, special projects, community activities, and organizational priorities as assigned.
• Perform other related duties as required.

POSITION SCOPE

The Program Manager is responsible for the effective day-to-day operation of the Mission and Bayview Access Points, including service delivery, staff supervision, client-service coordination, program compliance, community partnerships, fiscal and administrative support, and implementation of program policies and procedures.

The position requires independent judgment and initiative in resolving operational and client-service issues, providing technical guidance to staff, coordinating across multiple service systems and agencies, responding to urgent situations, and ensuring that program services are delivered effectively and consistently.

The Program Manager works closely with the Program Director and Division leadership and may assume program leadership responsibilities during the Program Director’s absence. The position regularly interacts with clients, staff, community partners, City and County agencies, funders, and other stakeholders.

Qualifications

The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Education & Experience

• Bachelor's Degree in Human Services or related field; or three years related experience, program experience working with unhoused/homeless populations (working in coordinated entry, shelter, housing human services, social work).
• 3 years of management experience required.

Licenses & Certifications

• Must have a valid California Driver’s License and be able to provide proof of DMV record and personal insurance.

Knowledge, Skills & Abilities

• Must be Bilingual (Spanish/English).
• Functional knowledge of Microsoft Office Products, the ONE / Clarity system (preferred)
• Knowledge of mandatory reporting requirements for people working with adults.
• Knowledge of issues facing unhoused/homeless.
• Must be able to read and write English and possess written and verbal communication skills.
• Achievement oriented.
• Teamwork and cooperation.
• Client centered.
• Organizational awareness.
• Strong coordination skills.
• Knowledge of community resources for target population.
• Strong knowledge of substance abuse and mental health issues and treatment models, including Harm Reduction Ability to assess emergency situations and react accordingly by accessing appropriate medical/social systems.
• Ability to prioritize tasks with strong organizational skills.
• Knowledge of San Francisco County social services networks.
• Ability to design systems and processes to track data and monitor progress.
• Demonstrates the necessary attitudes, knowledge and skills to deliver culturally competent services and work effectively in cross-cultural situations.

Physical Requirements

• Frequently bends, stands, stoops, kneels, reaches, twists, and walks in the performance of job duties.
• Occasionally lifts, pushes, and pulls objects.
• Frequently performs repetitive movements involving the wrists, hands, and fingers.
• Must be able to exert up to 20 pounds of force occasionally and up to 10 pounds of force frequently to move objects.
• Requires close visual acuity to perform tasks such as reviewing and analyzing information, working at a computer, and reading.

Working Conditions

The work environment described reflects the typical conditions under which this position operates. Reasonable accommodations will be provided, consistent with applicable law, to enable qualified individuals with disabilities to perform the essential functions of the role.

• This is an on-site position and requires regular in-person attendance at the assigned work location.

Prerequisites Required Prior to the First Day of Employment:

• Fingerprints
• First Aid Certification Required (can be obtained within the first 180 days)

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Catholic Charities is an Equal Employment Opportunity Employer and is committed to providing equal employment without regard to race, color, creed, religion, national origin, ancestry, age, sex, sexual orientation, gender identity, legal domicile status, veteran status, disability, AIDS/HIV status, or any other characteristic protected under federal or state law.

We provide reasonable accommodations for qualified individuals with disabilities, pregnancy-related needs, and religious practices.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.