Program Manager

Mercy House; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Mercy House is seeking a Program Manager to oversee daily operations of the Emergency Shelter Program, ensuring a guest-centered and housing-focused approach. Responsibilities include coordinating services, supervising staff, and developing community partnerships to advance housing outcomes.

The role requires leadership in case management and outreach, with emphasis on trauma-informed care, data accuracy, and strong community relations to sustain donor and partner support.

Qualifications

• Associate's degree and 2+ years direct life experience with homeless populations or similar work.
• Experience leading shelter or housing-focused programs is preferred.
• Ability to maintain confidentiality and adhere to ethical standards in case management.
• Strong communication and coordination skills with diverse partners and staff.

Responsibilities

• Oversee day-to-day operations of Emergency Shelter Program.
• Coordinate case management, outreach, and leasing agent teams.
• Develop partnerships to enhance housing-focused services.
• Manage program budget and grant reporting.
• Coordinate resident advisory council and partner meetings.
• Ensure safety, data accuracy, and compliance with policies.

Skills

Guest services leadership

Staff supervision

Crisis intervention

Trauma-informed approach

Budget management

Community partnerships

Education

Associate's degree

Job description

Reports to: Regional Director, Emergency ServicesDepartment: Emergency ShelterRegion: Maricopa CountyJob Summary: The Program Manager is responsible for overseeing the day-to-day operations of the Emergency Shelter Program, ensuring a guest-centered and housing-focused approach. Key duties include coordinating program services, developing community partnerships, and supervising staff, including case management and outreach teams. This position contributes to maintaining facility security, managing budgets, and fostering positive relationships with community partners, while upholding the agency’s values and mission.Essential Duties and Responsibilities:Emergency Shelter ProgramGoal: Ensure a safe, housing-focused and client-centered shelter that maintains accurate data and strong communication with community partnersOversee Guest Services and ensure a guest-focused, trauma-informed deliveryCoordinate with Case Management, Outreach, and Leasing Agent teams, ensuring a housing-focused operationEncourage and discuss progress toward housing with shelter guestCoordinate calendars and services provided by partner agenciesOversee the collection and distribution of donationsAssist with monitoring facility security and maintenanceEnsure enforcement of our good neighbor policiesAssist with securing necessary resourcesOversee collection, input, and distribution of intakes/summary sheet /reportsDevelop new partnerships with other agencies in order to enhance our current servicesManage program budgetFacilitate Resident Advisory Council and Partnership MeetingsCommunity RelationsGoal: Positively advance Agencies reputation in the broader community.Maintain active involvement with neighbors and program partnersMaintain active involvement with community service organizationsStaff ManagementGoals: 1) Elicit optimal performance from staff; 2) Promote Mercy House staff valuesProvide oversight and lead by example in the direction of Site Leads, Intake Specialists, Overnight Coordinators, and Logistics TeamOversee the onboarding of new direct reports and coordinate on going trainingsFoster a spirit of teamwork and culture that is consistent with the agency's valuesMaintain transparent communication with staff, supervisors, and all agency partners. Appropriately communicate organization information through group meetings, one-on-one meetings, emails, and regular interpersonal communicationAssist in various aspects of staff's dutiesAssist in coordinating and managing on-site volunteersAssist in coordinating and managing special group events and holiday eventsProvide crisis/conflict interventionConduct 90-day, midyear, and annual reviewsMiscellaneousMust participate in networking functions and community meetingsAttend staff meetings and training workshops as neededAssist with general duties (stocking supplies, copies, fax, phone calls, etc.)Enhance job performance by applying up-to-date professional knowledge gained by attending seminars and conferences and reviewing professional publicationsPerform ad hoc projects as appointed by SupervisorKnowledge ofConfidentiality and the legal and ethical issues pertaining to case managementEffective documentation and guidelinesEducation and ExperienceAssociate's degree and at least 2 years of direct life experience working with long-term homeless, low income, and diverse populations and have a working knowledge of mental health and addictions issuePossess a high level of tolerance and understanding for individuals who present for services with urgent multiple case management and health needsAbility to perform crisis intervention as neededAbility to complete job duties that are guest-focused, trauma-informed, and housing-focusedGeneralAbility to work effectively with a diverse population; plan, organize and prioritize duties; speak effectively before small groups; perform crisis intervention as needed; clearly communicate information and instructions verbally and in written form; maintain a positive, professional and safe environment while on duty; and establish and maintain effective working relationships with othersDependability, responsibility and the ability to communicate effectively and respectfully are required skillsDesired skills include organizational skills, strong written and verbal communication skills, strong creative thinking skills, attentiveness to details and being customer orientedFluency in Spanish is of significant valuePhysical RequirementsAbility to lift up to 50 poundsProlonged periods sitting at a desk and working on a computer