Drop-In Center Program Manager

United Against Human Trafficking; Houston (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

The Landing in Houston seeks a Drop-In Center Manager to lead day-to-day operations, oversee case management, survivor programming, and staff supervision. The role ensures trauma-informed, client-centered services aligned with agency policies and strategic priorities.

You will monitor program outcomes, manage budgets, maintain compliant documentation, and develop partnerships, providing timely updates to the Chief Programs Officer.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• At least five years of supervisory experience.
• Knowledge of program management and the ability to manage multiple priorities.
• Valid driver’s license and flexibility to attend evening or weekend activities.
• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint, and ability to learn agency data and technology systems.

Responsibilities

• Lead, implement, manage, and evaluate Drop-In Center programs, case management services, and survivor programming in alignment with The Landing’s mission, values, policies, and strategic plan.
• Ensure smooth daily operation and adequate coverage of the Drop-In Center; respond to service disruptions, client concerns, and emerging program needs.
• Develop strategies that strengthen coordination among program areas, particularly case management, client education, survivor programming, and supportive services.
• Facilitate or coordinate approximately 1–2 educational classes or support groups per week as program needs require, including topics such as support groups, Ending the Game, parenting, career development, financial stability, Know Your Rights, and Human Trafficking 101.
• Monitor client participation, service numbers, case management activity, program outcomes, and progress toward established goals.
• Ensure the program environment is organized, welcoming, safe, non-judgmental, trauma-informed, and conducive to quality service delivery.
• Manage the Drop-In Center program budget and support organizational budget planning in collaboration with the CPO and executive leadership.
• Ensure program staff comply with HIPAA requirements, documentation standards, agency policies and procedures, Salesforce/data-entry expectations, grant requirements, and other applicable program standards.
• Develop and maintain systems for monitoring program effectiveness, class outcomes, quality improvement, and internal management reporting.
• Assist with program evaluation and grant reporting by providing timely, accurate program data, outcomes, narratives, and supporting information.
• Identify program gaps, barriers, risks, or operational needs and implement timely remedies or elevate concerns to the CPO as appropriate.
• Develop or revise program policies, procedures, workflows, and tools as needed to support effective service delivery.
• Oversee, direct, organize, and support the work of Drop-In Center program staff, including the case management team and applicable interns or volunteers.
• Provide regular supervision, coaching, accountability, performance feedback, training, and professional development; establish priorities, objectives, and clear expectations.
• Manage supervisee timesheets, PTO coordination, staffing coverage, and appropriate program departure/transition procedures.
• Promote a culture of high performance, learning, collaboration, unity, continuous improvement, and commitment to quality services.
• Assess staff skill and professional development needs and coordinate appropriate training in partnership with the CPO and other leadership.
• Support program volunteers through training, consultation, and clear guidance regarding appropriate communication and service expectations.
• Develop and maintain strategic community partnerships and an accurate partner resource list that strengthens services available to clients.
• Represent The Landing externally as assigned, including community presentations, panels, meetings, and outreach activities.
• Maintain continuous communication with the CPO regarding critical issues, program accomplishments, delays, service disruptions, staffing concerns, financial/budget matters, policy needs, and recommended solutions.

Skills

Supervisory experience

Program management

Trauma-informed care

Budget management

HIPAA compliance

Communication skills

Valid driver’s license

Evening/weekend availability

Education

Bachelor’s degree required

Master’s degree preferred

Tools

Word

Excel

PowerPoint

Job description

MISSION ALIGNMENT:

The Landing’s mission is to serve survivors of human trafficking and commercial sexual exploitation with a trauma-informed approach, fueled by the love of Christ. Candidates should be in alignment with The Landing’s mission, vision, and values.

POSITION SUMMARY:

Reporting to the Chief Programs Officer (CPO), the Drop-In Center Manager provides day-to-day leadership and oversight for the Drop-In Center, including case management, client programming, staff supervision, program quality, compliance, budget management, and operational effectiveness. The Drop-In Center Manager ensures services are trauma-informed, client-centered, well documented, aligned with agency policies and strategic priorities, and responsive to client and program needs. The Drop-In Center Manager keeps the CPO informed of significant program issues, risks, needs, accomplishments, and outcomes.

ESSENTIAL RESPONSIBILITIES:

Program & Client Services

• Lead, implement, manage, and evaluate Drop-In Center programs, case management services, and survivor programming in alignment with The Landing’s mission, values, policies, and strategic plan.
• Ensure smooth daily operation and adequate coverage of the Drop-In Center; respond to service disruptions, client concerns, and emerging program needs.
• Develop strategies that strengthen coordination among program areas, particularly case management, client education, survivor programming, and supportive services.
• Facilitate or coordinate approximately 1–2 educational classes or support groups per week as program needs require, including topics such as support groups, Ending the Game, parenting, career development, financial stability, Know Your Rights, and Human Trafficking 101.
• Monitor client participation, service numbers, case management activity, program outcomes, and progress toward established goals.
• Ensure the program environment is organized, welcoming, safe, non-judgmental, trauma-informed, and conducive to quality service delivery.

Program Operations, Quality & Compliance

• Manage the Drop-In Center program budget and support organizational budget planning in collaboration with the CPO and executive leadership.
• Ensure program staff comply with HIPAA requirements, documentation standards, agency policies and procedures, Salesforce/data-entry expectations, grant requirements, and other applicable program standards.
• Develop and maintain systems for monitoring program effectiveness, class outcomes, quality improvement, and internal management reporting.
• Assist with program evaluation and grant reporting by providing timely, accurate program data, outcomes, narratives, and supporting information.
• Identify program gaps, barriers, risks, or operational needs and implement timely remedies or elevate concerns to the CPO as appropriate.
• Develop or revise program policies, procedures, workflows, and tools as needed to support effective service delivery.

Staff Leadership & Development

• Oversee, direct, organize, and support the work of Drop-In Center program staff, including the case management team and applicable interns or volunteers.
• Provide regular supervision, coaching, accountability, performance feedback, training, and professional development; establish priorities, objectives, and clear expectations.
• Manage supervisee timesheets, PTO coordination, staffing coverage, and appropriate program departure/transition procedures.
• Promote a culture of high performance, learning, collaboration, unity, continuous improvement, and commitment to quality services.
• Assess staff skill and professional development needs and coordinate appropriate training in partnership with the CPO and other leadership.
• Support program volunteers through training, consultation, and clear guidance regarding appropriate communication and service expectations.

Strategic Partnerships, Communication & Representation:

• Develop and maintain strategic community partnerships and an accurate partner resource list that strengthens services available to clients.
• Represent The Landing externally as assigned, including community presentations, panels, meetings, and outreach activities.
• Maintain continuous communication with the CPO regarding critical issues, program accomplishments, delays, service disruptions, staffing concerns, financial/budget matters, policy needs, and recommended solutions.

QUALIFICATIONS:

• Bachelor’s degree required; Master’s degree preferred.
• At least five years of supervisory experience preferred, with demonstrated experience building, implementing, or managing programs.
• Knowledge of program management and the ability to manage multiple priorities, deadlines, projects, and operational needs.
• Valid driver’s license and flexibility to attend evening or weekend activities as needed.
• Proficiency with Microsoft Office, including Word, Excel, and PowerPoint, and ability to learn agency data and technology systems.

CORE COMPETENCIES & EXPECTATIONS

• Demonstrates The Landing’s organizational and team values, including love, integrity, honor, social equity, wisdom, Christlikeness, heart for justice, excellence, innovation, influence, humility, and unity.
• Demonstrates compassion, sound judgment, appropriate boundaries, and the ability to relate to diverse and challenging populations in a caring, non-judgmental, trauma-informed manner.
• Possesses strong written and verbal communication, organization, planning, problem-solving, time-management, and follow through skills.
• Is self-motivated, proactive, adaptable, teachable, reliable, action-oriented, and able to receive and apply constructive feedback.
• Maintains accurate records and files in accordance with agency policy and keeps program succession/continuity materials current.
• Continues learning about human trafficking, commercial sexual exploitation, trauma-informed practice, relevant theories of practice, and emerging best practices.
• Performs other duties as assigned by the Chief Programs Officer (CPO).
• Contribute to organizational strategic planning, program priorities, donor/program knowledge, and leadership discussions that impact service delivery.
• Provide recurring program updates to leadership and other stakeholders as requested and ensure program information shared internally or externally is accurate and current.
• Assist with outreach and other cross-program activities as needed.