Program Manager - Housing Services (TLS)

Hope The Mission; Los Angeles (CA); On-site; USD 67,000 - 82,000; Full time

Job summary

Hope the Mission seeks a Housing Services Program Manager to lead Time-Limited Subsidy and permanent housing programs in Los Angeles. You will direct housing location, lease-up, rental assistance, and case management while ensuring quality, compliance, and timely reporting.

This hands-on role involves supervising staff, maintaining strong data practices, and coordinating across multiple funders. Reporting to the Director of Housing Services, you will manage program operations, ensure

Qualifications

• Minimum 3 years of experience in homelessness services, including program or staff supervision.
• Experience with contract compliance, program operations, and performance management in publicly funded environments.
• Knowledge of HMIS/Clarity and data quality standards.

Responsibilities

• Provides overall leadership and direction for TLS and other permanent housing programs.
• Ensures services meet funder requirements and program standards.
• Supervises staff, conducts supervision, coaching and performance evaluations.
• Oversees day‑to‑day operations, enrollment, and service coordination.
• Monitors performance indicators, data quality, and reporting for funders.

Skills

Staff supervision

Program operations management

Data oversight

Cross-program collaboration

Education

Bachelor's, Master's degree or clinical licensure preferred

Tools

HMIS/Clarity

Padmission Journey

CHAMP

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Full Time Professional Los Angeles, CA, US

3 days ago Requisition ID: 2260

Salary: $74,915.00 Annually

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary

The path from homelessness to stable housing is rarely straightforward. It moves through housing location, lease-up, rental assistance, and ongoing support — often all at once. The Housing Services Program Manager – makes sure HTM's Time-Limited Subsidy programs work together as a clear, effective path through all of it.

Reporting to the Director of Housing Services, this role leads HTM's Time-Limited Subsidy (TLS) permanent housing programs, including housing location and lease-up, rental assistance, housing-focused case management, and housing stabilization. The Housing Services Program Manager is responsible for supervising staff, maintaining service quality, ensuring contract compliance, and meeting documentation, data, performance, and reporting requirements established by applicable City, County, LAHSA, and other public funders. Responsibilities vary based on assigned program based on organizational need, the Program Manager may also be assigned other HTM permanent housing programs.

This is a hands-on leadership role. The Housing Services Program Manager is present in the work — holding supervision meetings, reviewing files, responding to escalations, and holding the team accountable. The programs this role oversees are where participants either stabilize in permanent housing or return to homelessness. That outcome is a leadership responsibility.

Primary Duties and Responsibilities

Program Leadership and Service Delivery

Provides overall leadership and direction for assigned Time-Limited Subsidy (TLS) and other permanent housing programs

Ensures assigned programs deliver all services required by the applicable Scope/Statement of Work, including housing location and lease-up, rental assistance, housing-focused case management, supportive-service referrals, employment services, participant stabilization, and other contract-specific services, as applicable to the assigned program.

Time-Limited Subsidy Programs: Oversees TLS service delivery, including Exit Pathway Plans, Housing Acuity Index (HAI) assessments, Client Rent and Subsidy Plans (CRSP), household budgets, progressive participant rent contributions, required home visits, and planned transitions off subsidy.

Monitors program goals, performance benchmarks, and outcomes; implements timely adjustments to improve service delivery and participant results

Ensures all participants are engaged with dignity, respect, and consistency, regardless of acuity or barriers

Addresses participant concerns, conflicts, grievances, and complaints, escalating when necessary

Maintains visible leadership presence within program operations, including site-based or field-based support as required

Participant Services and Service Access

Ensures services are delivered in a participant-centered, culturally responsive, equitable, and trauma-informed manner consistent with applicable program and funder requirements.

Ensures participant concerns, complaints, and grievances are appropriately received, documented, addressed, and escalated in accordance with agency and applicable funder requirements.

Ensures services operate in accordance with Housing First, Harm Reduction, Low Barrier, and Trauma-Informed Care principles and that unnecessary barriers are not imposed as conditions of service access.

Ensures participants fleeing domestic violence, human trafficking, sexual assault, or other applicable safety concerns receive appropriate screening, confidential services, emergency referrals, and warm handoffs consistent with LAHSA requirements.

Staff Supervision and Development

Supervises, trains, and supports program staff through regular supervision, coaching, and performance evaluations

Conducts weekly staff supervision, case conferencing, and file reviews to ensure service quality and documentation integrity

Supports hiring, onboarding, and training of new staff in coordination with program leadership and HR

Ensures staff adhere to program policies, procedures, and evidence-based practices

Ensures staff complete and maintain documentation of all agency and funder-required training applicable to their assigned program and role.

Monitors staff assignments, caseloads, field coverage, schedules, service delivery, documentation, and performance to ensure contractual staffing and service requirements are maintained.

Time-Limited Subsidy Programs: Assigns and monitors case management caseloads based on participant acuity, geographic location, and applicable LAHSA guidance.

Operations and Safety

Oversees day-to-day operations of assigned programs, including staffing, referrals and enrollment, service coordination, schedules, supplies, facilities, transportation, safety, and other operational requirements applicable to the program model.

Time-Limited Subsidy Programs: Oversees rental and financial assistance processes with HOM, Inc. (the centralized fiscal agent), including lease-up, security and utility deposits, monthly subsidy payments, and lease terminations, and ensures monthly participant rent contributions are confirmed in Padmission Journey.

Maintains a safe environment for participants and staff; coordinates with security and responds to emergencies as needed

Ensures proper timekeeping, scheduling, and administrative compliance in coordination with payroll and HR systems

Ensures incidents, safety concerns, participant crises, and emergencies are appropriately responded to, objectively documented, escalated, followed through to resolution, and reported within applicable agency and funder timelines.

Compliance and Data Integrity

Maintains a thorough working knowledge of all applicable Scopes of Required Services (SRS), Program Standards, and contract requirements

Ensures compliance with applicable City, County, LAHSA, and other public funder requirements, including Scopes/Statements of Work, Program Standards, policies, documentation, service delivery, performance, and reporting requirements.

Oversees accurate, timely, and complete data entry and monitoring in HMIS/Clarity and other County funded systems such as Padmission and Champ

Ensures participant contacts, enrollment, assessments, services, referrals, case notes, outcomes, exits, and other required activities are accurately documented in HMIS or other applicable funder-required data systems within established contractual timelines.

Monitors contract-specific performance indicators, service goals, data quality, participant outcomes, and required deliverables and develops corrective action strategies when performance falls below established expectations.

Conducts regular audits of participant files and program data to ensure readiness for monitoring visits, audits, and evaluations

Prepares and supports required reports, funder submissions, and internal performance reviews

Time-Limited Subsidy Programs: Monitors slot utilization, enrollments, rental and financial assistance documentation, housing retention, exits to permanent housing, and other LAHSA-required TLS performance measures.

Case Management and System Coordination

Oversees participant service coordination, case conferencing, referrals, warm handoffs, and cross-program collaboration to promote continuity of care and prevent unnecessary duplication of services.

Time-Limited Subsidy Programs: Coordinates with Street Outreach, Housing Navigation, Interim Housing, and other CES programs to prevent duplicative case management and ensure seamless transitions and warm handoffs at enrollment and at program exit.

Time-Limited Subsidy Programs: Ensures multidisciplinary coordination and continuity of care across medical, behavioral health, substance use disorder, housing, benefits, and other service systems based on participant needs, with connections in place before subsidy assistance ends.

Community Partnerships and Systems Coordination

Establishes and maintains collaborative relationships with City and County partners, LAHSA, County, HOM Inc., Brilliant Corners, CES partners, landlords and property managers, outreach teams, healthcare and behavioral health providers, employment/workforce partners, community-based organizations, interim and permanent housing providers, employers, and other stakeholders applicable to assigned programs.

Participates in required funder, CES, SPA, regional, case-conferencing, care-coordination, performance, community, and collaborative provider meetings applicable to assigned programs.

Time-Limited Subsidy Programs: Supports landlords and property managers, in coordination with HOM, Inc., to address tenancy concerns, preserve tenancies, and promote housing retention.

Represents Hope the Mission at community meetings, coalitions, and planning groups as directed

Coordinates with internal departments — including Housing Services, Access & Engagement, Finance, Data, HR, and Operations — to ensure aligned service delivery

General Responsibilities

Specific responsibilities, work environment, schedules, and service requirements vary according to assigned program, funding source, Scope/Statement of Work, and operational needs.

Performs other duties as assigned

Requirements

Valid California driver's license with an acceptable motor vehicle record qualifying for HTM's commercial insurance coverage.

Reliable personal transportation and proof of vehicle insurance.

Ability to travel locally across multiple program sites and participant homes in Los Angeles County.

Availability to work evenings, nights, or weekends based on program operations and contract needs.

Compliance with HIPAA standards and all HTM company policies.

TB test clearance and any other required worksite clearances.

Ability to lift up to 25 lbs. and perform the physical demands described in the job description.

Legal authorization to work in the United States.

CPR/First Aid Certification

Food Handlers Certification

Must have reliable transportation.

Must have proof of vehicle insurance coverage.

Must have a valid CA drivers license.

Ability to travel 50% of working hours

Qualifications

Bachelor's, Master's degree or clinical licensure preferred but not required.

Minimum 3 years of experience in homelessness services, including program or staff supervision.

Demonstrated experience with contract compliance, program operations, and performance management in a publicly funded environment.

Working knowledge of HMIS/Clarity and data quality standards.

Knowledge of Housing First, Harm Reduction, Trauma-Informed Care, Problem Solving, and Progressive Engagement frameworks.

In-depth understanding of homelessness systems including CES, Time-Limited Subsidy/Rapid Re-Housing, housing navigation, and stabilization models.

Experience with County HSH funding and program/fiscal monitoring, and with HOM, Inc./Padmission Journey and CHAMP systems, preferred.

Bilingual English/Spanish preferred.

Skills

Staff supervision, coaching, and performance management across a multi-program team.

Program operations management, including intake, service planning, compliance monitoring, and funder reporting.

Data oversight and quality assurance in HMIS/Clarity; ability to conduct file audits and prepare reports for funders and internal leadership.

Community partnership development and landlord engagement, including conflict resolution and relationship preservation.

Crisis response and de-escalation in high-acuity environments.

Cross-departmental coordination across Housing Services, Access and Engagement, Finance, Data, HR, and Operations.

Clear written and verbal communication, including funder submissions, internal reporting, and external representation at coalitions and community meetings.

Analytical and decision-making skills; ability to monitor outcomes and adjust service delivery in real time.

Strong organizational skills and attention to compliance, documentation, and deadlines.

Mandatory Requirements

Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.

Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.

Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.

Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.

Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

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 job functions. The employee is required to: walk and climb stairs; stand, bend, squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; grasp, push, pull objects such as files, file cabinet drawers, and reach overhead; handle, finger, grasp and feel objects and equipment; reach with hands and arms; be mobile by moving oneself from place to place quickly and easily; repeat various motions with the wrists, hands, and fingers; be able to perform visual activities for (including, but not limited to) administrative and clerical tasks; ability to lift up to 25 lbs.; communicate, receive and exchange ideas, information by means of the spoken and written word; drive vehicles in and around Los Angeles County; be able to enter various buildings that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office machines. Complete all required forms in personal writing.

Work Environment

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, andwho may not be attentive to basic personal hygiene, health and safety practices. The employee may experience anumber of unpleasant sensory demands associated with the participants’ use of alcohol and drugs, and lack of personalhygiene. The employee must be ready to respond quickly and effectively to many types of situations, includingcrisis situations and potentially hostile situations. The noise level in the work environment is usually moderate inan office setting. Sometimes work may become stressful when working under pressure or in crisis intervention.

EEO: HTM (Hope the Mission) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HTM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training.

HTM 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 HTM is concerned about a 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’s Fair Chance Act webpage.

Monday - Friday 8:00am - 4:30pm (exempt)