Engagement Manager

L.A. Family Housing Corporation; Los Angeles (CA); On-site; USD 63,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

403B retirement

529 education savings plan

Long term disability

Employee assistance program

Flexible spending accounts

Employee events

Job summary

LA Family Housing is seeking an Engagement Manager to supervise direct service teams serving single adults and families across service centers and in the field. You will oversee referrals into CES programs, training, and contract compliance, while ensuring safe, effective service delivery.

Experience in social services and management is required; bilingual English/Spanish is preferred. The role involves reporting, collaboration with staff, and occasional vehicle travel around Los Angeles County.

Qualifications

• Minimum of two (2) years of social service experience.
• Minimum of one (1) year of relevant management experience.

Responsibilities

• Manage CES referral, triage and assessment functions.
• Coach teams to use clinical skills and safety planning.
• Respond to participant concerns, incidents; provide crisis intervention.
• Collaborate with program managers to support service delivery.
• Track program functions to ensure fair access and outcomes.
• Prepare participant files and ensure contractual compliance.
• Oversee staff documentation and outcomes.
• Prepare monthly, quarterly and annual reports for programs and audits.
• Attend staff and agency meetings and represent the agency.
• Drive agency vehicles as needed.

Skills

Social service experience

Management experience

Bilingual English/Spanish preferred

HIPAA knowledge

Job description

Pay Rate

USD $73,974.43/Yr.

Why Join Us

You believe that every person deserves a place to call home. You see that homelessness is a systemic issue and want to be a part of the solution. You are ready to utilize your talent, experience, and creativity towards purpose-driven work. You want to work alongside industry leaders to learn, implement, and pioneer best practices.

LA Family Housing is a leading non-profit agency in Homeless Services and Real Estate Development. With 40 years of experience and 17,000+ lives changed each year, we know what it takes to end homelessness. We take tremendous pride in the emergence of our staff as national leaders in innovation, best practices, and policy within housing production and homeless services. Join the fight to end homelessness and make a difference in people’s lives at LA Family Housing!

The Position

The Engagement Manager will provide supervision and program management to direct service teams that serve single adults and families at the LAFH service centers and in the field. This position will manage service delivery and provide training and support to direct service teams. The Engagement Manager is responsible for oversight of inbound referrals and enrollments into Coordinated Entry System (CES) programs. The Engagement Manager will ensure overall program compliance, contractual enrollment targets are met, and program utilization is achieved. This position will work closely with other departmental staff to ensure seamless service connection for program participants.

What You'll Do

• Responsible for the management and oversight of the CES referral, triage and assessment functions
• Oversees, supports and coaches teams to use effective clinical skills and best practices with vulnerable people, providing crisis intervention, risk assessments and safety planning
• Reviews and responds to participant concerns, incidents, facilitates crisis intervention and crisis resolution strategies, reviews incident reports, and provides general oversight to ensure the safety of staff and participants accessing the service center
• Collaborates with program managers and LAFH teams to support effective service delivery and team dynamics
• Maintains effective systems of tracking program functions and outcomes ensuring equitable and fair access to programs and referral pathways
• Oversees the preparation of program participant files and ensures agency quality control and contractual compliance
• Monitors staff completion of required documentation and outcomes
• Works closely with the Data and Performance Management department to prepare monthly, quarterly, and annual reports for program(s) and contracting agencies as well as audit requirements
• Attends regular staff and agency meetings. Represents the agency/program in community meetings, as well as to potential donors and volunteers
• Drives personal vehicle in and around Los Angeles County and drive agency vehicles periodically

MANAGING STAFF

• Communicates company goals, safety practices and deadlines to team
• Promotes team member adherence to company regulations and performance goals
• Motivates team members and provide on-going supervision and feedback
• Conducts timely performance evaluations and ensure submission to HR
• Coaches and develops direct supervisees and assess performance
• Conducts work schedules and reviews and approves timesheets
• Ensures staff attend and complete required trainings
• Documents and consults with HR regarding employee relation and staff performance issues
• Actively participate in the hiring process, including interviewing, onboarding and training
• Ensures clear communication of departmental goals and outcome measurements
• Ensures company brand materials and physical working spaces meet and exceed company presentation standards

OTHER

• Additional tasks, projects, and responsibilities as assigned by supervisor

What You’re Skilled At

• Passion for ending homelessness
• Extensive knowledge of issues facing homeless single adults and families (e.g. chronic health, substance abuse, mental health, domestic abuse, resources for undocumented persons)
• Exercise independent judgment and leadership abilities, including ability to make sound decisions and quickly problem solve
• Understanding of the Coordinated Entry System (CES) and its overarching goal of achieving “functional zero”
• Excellent Supervisorial and team management skills
• Extremely detail-oriented; ability to manage and comply with a variety of program requirements
• Strong communicator, must be able to work closely and effectively with other department managers to achieve program goals and excellent service delivery
• Excellent written and verbal communication and interpersonal skills
• Ability to be flexible and work in an environment subject to ongoing change
• Excellent organizational skills and ability to follow through from beginning to end on tasks and projects
• Bilingual (English/Spanish) preferred
• HMIS Experience highly preferred

Other

• Maintains and executes confidential information according to HIPAA standards
• Obtain and maintains CPR/First Aid Certification
• Ability to pass post-offer Tuberculosis (TB) clearances
• Travel is a regular duty for this position
• Use of a personal vehicle to travel between worksites and other locations is required
• Must have and maintain a valid California Driver’s License and auto insurance in good standing
• Ability to work a 9/80 work schedule
• Ability to provide afterhours support in the event of a crisis (i.e. evenings, weekends)

Experience

• Minimum of two (2) years of social service experience
• Minimum of one (1) year of relevant management experience

What We Offer

Health, Dental, Vision, Life Insurance, 403B Retirement Plan, 529 Education Savings Plan, Long Term Disability, Employee Assistance Program, Flexible Spending Accounts (FSA), Legal Access Plan, Employee Appreciation Program, Company Sponsored Employee Events, Staff Development, 9/80 Alternative Work Schedule, Paid Sick, Vacation and 13 Observed Holidays, Public Service Loan Forgiveness Program Eligibility and more!

Physical Demands, Environmental Conditions, Equipment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Potential physical demands include but are not limited to: walking, climbing stairs, handling, finger/grasp/feel objects and equipment, reaching, communicating, being mobile, repetitive motions, visual activity, driving, and entering buildings. Comfortable working in a pet-friendly environment required. If an accommodation is needed, please inform the Human Resources Department.

Equal Employment Opportunity

LAFH is committed and proud to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.

Fair Chance Act

LA Family Housing will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if LA Family Housing is concerned about conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing’sFair Chance Actwebpage.