Program Manager

Program Managers contribute to the smooth and effective operations of the department by supervising and managing staff, ensuring staff have appropriate and timely training and clinical support, and providing backup client services. Program Managers develop relationships with healthcare providers and community resources, actively promote department services, and advocate to eliminate health inequities across systems.  

This Program Manager position oversees Housing Services in addition to Medical Case Management services for 25% of their time. As such, this position manages the transitional housing and motel program in Snohomish, Skagit, San Juan and Whatcom Counties. When housing staff are out of the offices, this position serves as a backup to the housing case managers.

The Program Manager reports to the Senior Operations Manager. This is a regular, full time, exempt, non-union, position based in Everett.

Diversity, Equity, and Inclusion Commitment

Program Managers demonstrate a commitment to DEI through continuous self-awareness, professional development, modeling inclusive behaviors, and proactively managing bias both personally and on their team. In partnership with HR, they will support the leadership team in ensuring equitable experiences, strengthening inclusion initiatives, and promoting a culture of inclusivity and belonging that embraces the contributions and experiences of all team members and clients.

Essential Duties:

Team Leadership

• Create positive and collaborative team morale and culture by developing a sense of belonging, celebrating successes, fostering open dialogue, and promoting inclusion.
• Participate in the development of new staff positions including recruitment, interviewing, and onboarding of new staff. 
• Actively engage in enhancing organizational efficiencies and client-centered operational processes, providing feedback on how strategic decisions affect operations and client services. Embrace leadership within committees, as appropriate.
• Participate in the cross-collaboration between departments, promoting positive relationships and clear communication.
• Maintain effective, timely, and thorough communication in all directions to ensure staff, partners, community stakeholders, clients, funders, and senior management are well-informed and knowledgeable of the status of the program and related issues and projects.
• Comply with federal, state, and local requirements, enforcing adherence to requirements, advising management on needed actions.

Staff Supervision

• Maintain good supervisory relationships, including responding and relating well to supervisors/supervisees; being comfortable with coaching; embracing challenge and professional development.
• Manage employee performance of assigned staff by providing clear and concise job expectations, supervisory sessions, training/coaching, and providing timely feedback to staff, including annual job performance evaluations.
• Manage staff schedules, time off, assignment of tasks, caseloads, approve timecards and employee-related expenses.
• Participate in Lifelong’s Leadership Development and Employee Performance Management Processes.
• Create performance improvement plans, schedule corrective training support and consultation, and work with the HR department, as needed.
• Attend all-staff meetings, department meetings, clinical support meetings, and staff. Attend agency trainings and events.
• Maintain strict professional boundaries and confidentiality. Maintain regular and reliable hours as negotiated with your supervisor. 
• Address any client complaints or grievances with respect and in a timely manner.

Contract Maintenance

• Develop knowledge of department contacts, budgets, staffing, data management, and supportive resources necessary to operate client services with excellence.
• Assist with the collection of data and completion of contract reporting, as required. Approve department expenses, as appropriate.
• Work with staff to ensure department policies, procedures, contractual obligations, and department standards are adhered to.
• Participate in quality improvement projects, providing education and mentorship to staff.
• Represents department along with Senior Operation Manager and Director at contract monitoring visits and meetings.

Clinical Services Management

• Promote the highest quality clinical service delivery in a culturally mindful manner by maintaining high customer services standards, striving to align these services with the National Association of Social Work Code of Ethics and best practices. 
• Assist with the development and implementation of clinical trainings in response to staff and departmental needs.
• Keeps current on Fair Housing Rights, Landlord Tenant Laws, and other local housing laws which may affect tenancy.

Community Engagement

• Collaborate with department staff to identify, develop, and maintain successful relationships with key medical providers and strategic community resources for the purposes of reducing barriers and inequities to high quality, comprehensive care.   
• Communicate with all community partners to improve the mutual flow of referrals and gain/retain access to needed resources which enhance the lives of our clients. Facilitate the development of Memorandum of Understandings. 
• Strive to increase community understanding of HIV by promoting Lifelong services, educating on HIV, and addressing barriers to care caused by stigma.
• Stays current on housing resources and promotes positive working relationships with landlords and property managers.

Core Competencies:

• Successful experience working with individuals who experience complex chronic health conditions, behavioral health barriers, poverty, homelessness, and stigma-induced isolation.
• Comfortable working with individuals along the entire continuum of diversity; including but not limited to varying abilities, race, class, gender identity, and sexual orientation.
• Clear understanding and adherence to professional boundaries, ethics, HIPAA principles, and self-care practices within a trauma-informed environment.
• Demonstrated ability to supervise, train, and coordinate staff.
• Experience with project planning, implementation, and evaluation.
• Well-developed ability to build strong working relationships with colleagues, external providers, and partner agencies.
• Demonstrated clear, professional, and engaging communication in both verbal and written form. Comfortable with public speaking and community outreach.
• Comfortable working independently, with accountability, sound judgment, discretion, and professionalism.
• Demonstrated ability to organize, prioritize multiple projects, and meet deadlines in a time-sensitive environment.
• Strong working knowledge of Microsoft Word, Excel, PowerPoint, databases and web-based meeting platforms.

Education and Experience:

• Bachelor’s degree or Master’s degree and two or more years of job-relevant experience, or equivalent combination of education and related work experience.
• Relevant professional experience providing social services to people experiencing high barriers to care.
• Individuals from non-dominant cultures encouraged to apply.

Work Environment:

• Standard office environment: ability to lift 10 pounds and use a computer for long periods of time.
• Position is primarily located in an office setting in Everett with most location of travel in Snohomish County with occasional travel to the Bellingham office. May require periodic meetings at health clinics, community agencies, property management offices or as a secondary staff to client’s homes.  If needed qualified candidates must possess a valid drivers’ license to access either a personal vehicle or agency provided vehicle. If personal vehicle is utilized, mileage will be reimbursed.
• All positions that involve in person work with clients are required to undergo a TB test within 30 days of starting employment and annually or as required by program.
• Any offer of employment is contingent upon passing a criminal background check.  Some programs may require additional background checks or frequency.

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About Lifelong:

Lifelong is a community health organization committed to removing barriers to health with relentless compassion so that no one faces illness and injustice alone.

We lead with heart. Our respect for people drives our mission. For 40 years, Lifelong has fought health inequities so that everyone can have the opportunity to thrive. Our comprehensive services include food and nutrition, healthcare navigation, aging and disability support, and connection to housing and other vital resources.

We are looking for passionate, dedicated people to join our talented team and make real, meaningful changes in the daily lives of those living with chronic and life-threatening illnesses in their community. Lifelong offers exceptional benefits, including paid time off, medical, and dental coverage in addition to a balanced work-life integration.

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Lifelong, we are dedicated to building a diverse, equitable, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

EEO Statement:

Lifelong is committed to creating an accessible, supportive environment and experience that recognizes diversity and cultural competence as integral components of what we do.

We are an Equal Employment Opportunity Employer and as such, we do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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DISCLAIMER: INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are an integral part of a compensation system, effective performance review system, related promotion, transfer, layoff, etc. decisions.

All descriptions have been reviewed to illustrate the job functions and basic duties, in addition to peripheral tasks or that could generally be considered as other duties as assigned.

In no instance, however, should the duties, responsibilities and requirements be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. Requirements, skills and abilities included have been determined to illustrate the minimal standards required to successfully perform the positions.