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Program Manager - Shelter Diversion

Job Details

Administrative - Boston, MA
Full Time
$56,000.00 - $61,000.00 Salary/year


Job Title: Program Manager of Shelter Diversion
Reports To: Senior Director
Position Type: Full Time, Salary Exempt
Education Level: Bachelors Required
Salary Range: $56,000 - $61,000

Overview: The Program Manager of Shelter Diversion will oversee daily operations and staffing of the Shelter Diversion Team which provides shelter diversion services to homeless families and/or families at risk of homelessness to secure safe alternatives to shelter.

The Shelter Diversion Team is made up of six Shelter Diversion Specialists (SDS). The SDS Team conducts assessments and redirects families who are seeking immediate emergency shelter by assisting them to make alternative housing arrangements and/or connecting them with services and financial assistance to help families return to permanent housing. The SDS Team requires the ability to address the components of diversion and rapid re-housing such as advocacy and mediation services with landlords, housing authorities, and/or family support systems. The SDS Team will work primarily at the Department of Transitional Assistance (DTA) office(s) in Greater Boston, Family Welcome Center in Allston as well as in the field and at the Heading Home Main Office.


  • Oversee a staff of 6 Diversion Specialists at various locations within greater Boston area.
  • Train and support staff using Motivational Interviewing and a collaborative approach to best screen and determine the immediate client concerns and/or barriers to housing including, but not limited to: financial, legal, mental health, substance abuse, safely, employment, health care and housekeeping;
  • Train and support staff assisting clients with applications for RAFT, HomeBASE, and all other applicable financial assistance programs;
  • Train and support staff assisting clients with housing search activities including but not limited to, finding housing opportunities, contacting prospective landlords and/or management companies, application support, accompanying clients to view and apply for units, attending appointments at housing agencies, lease negotiations and other search activities as they present;
  • Train and support staff assisting client with move-in transition supports including but not limited to; furniture and furnishings assistance, budget support, and other resources and services as needed;
  • Provide and/or connect families with advocacy and mediation services to help sustain housing with landlords, housing authorities, and/or family support systems;
  • Train and support staff in Documenting all interactions with clients utilizing appropriate reporting mechanisms, including web-based data collection systems;
  • Develops partnerships and collaborative relationships with internal and external service providers to ensure client receives comprehensive services;
  • Serves as liaison with Community based organizations, attends meetings with such organizations as needed;
  • Maintain familiarity with relevant housing laws and regulations around Fair Housing and Landlord Tenant laws to assist in client advocacy as appropriate.
  • Complete regular internal and external monitoring reports
  • Participates in all required training and professional development activities;
  • Observes all program and agency rules and policies.
  • Perform other duties as assigned.


  • BA Degree in a related field required, Masters Preferred;
  • Five + years of experience helping individuals or families access basic services such as food, housing and education
  • Three five years of experience managing teams
  • Comfortable working with change
  • Preferred Case Management and/or Housing experience
  • Knowledge of MA resources
  • Experience with crisis intervention
  • Knowledge and experience with service agencies and resources for families
  • Willingness to accompany clients as needed to appointments;
  • Willingness to work as part of a team to promote the goals of the agency;
  • Sensitive to the needs of people experiencing homelessness, low income and diverse populations;
  • Ability to work in a busy, diverse team setting;
  • Ability to travel around Greater Boston;
  • Excellent time management, organizational and communication skills;
  • An entrepreneurial spirit
  • Bilingual preferred Spanish or Haitian Creole

Equal Employment Opportunity Statement:

Heading Home, Inc. is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Work Environment

Cubicle space within large office building; prolonged sitting at a desk and working on a computer, ability to climb up to three floors of stairs, ability to lift and carry up to 20 pounds.