Program Manager-Shelter Hotline

United-Planning-Grou; Washington (District of Columbia); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Dental/MetLife

Vision/VSP

401k Safe Harbor Matching

Vacation leave

Job summary

The United Planning Organization (UPO) is seeking a Program Manager for the Shelter Hotline Program - Community Health Division in Washington, DC. You will supervise transportation and logistics staff, develop operational requirements, and ensure program compliance with contractual obligations.

The role requires an associates degree with 5-7 years of management experience, strong communication skills, a valid driver's license, and the ability to lead a diverse team in a fast-paced environment.

Qualifications

• Associates degree and 5-7 years of management experience.
• Excellent written and oral communication skills.
• Must have a valid driver’s license and be insurable for bonding.

Responsibilities

• Assist Program Director in planning and administering the Shelter Hotline Program, including supervision of Transportation & Logistics Managers and Fleet Coordinator.
• Oversee daily census, call logs, manifests, and reporting for accuracy and timely submission.
• Develop operational requirements and ensure adherence to contractual requirements.
• Coordinate transportation, outreach activities, and inventory of supplies.
• Review timecards and support policy/procedure updates.

Skills

Transportation & logistics operations

Staff supervision

Training & development

Stakeholder communication

Administrative leadership

Education

Associates degree

Bachelor’s degree (preferred)

Tools

Microsoft Office

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 Regular Full-Time 301 Rhode Island Ave NW, WDC 20001 (CEO), Washington, DC, US

Salary Range: $80,000.00 To $90,000.00 Annually

The United Planning Organization (UPO) is the designated Community Action Agency for Washington, District of Columbia, and has served the residents of the District since 1962. Our Vision for the future is “UPO’s Washington: A city of thriving communities and self-sufficient residents”; our Mission is “Uniting People with Opportunities.”

The Shelter Hotline Program, Community Health Division, is seeking an energetic and experienced individual to join our dynamic workforce. The ideal candidate must be a self-starter who is able to work in a fast paced, ever changing work environment, and a team player with the ability to lead and supervise a diverse team of drivers and dispatchers who are tasked with transporting Washington DC’s homeless population to and from shelters throughout the city. The Shelter Hotline program operates 365 days per year, anywhere from 17-24 hours per day, depending on the season. This future employee will be expected to deliver a high level of customer support and service to both internal and external customers. The final candidate will need to have the right complement of skills, personality, and professionalism.

POSITION: Program Manager

DIVISION/OFFICE: Shelter Hotline Program - Community Health Division

BULLETIN No: 2102026

SALARY RANGE: $80,000-$90,000 (Commensurate with Experience)

OPENING DATE: October 14, 2026

FIRST SOURCE: N/A

MAJOR DUTIES:

The Shelter Hotline Program operates 7 days per week from 5:45 am to Midnight and from November 1 to April 15, it moves to 24-hour operation. Assist Program Director in planning and administering the Shelter Hotline Program to include, manage and supervise Transportation & Logistics Managers and Fleet Coordinator. Assist the Program Director in the development of operational requirements for the program and recommend actions.

BRIEF DESCRIPTION:

• Assign and oversee the implementation of tasks for transportation and logistics managers, fleet coordinator.
• Monitor and evaluate daily census, call logs, manifests, and other required reports to ensure accuracy

of information and timely reporting.

• Implement and ensure that schedules are adhered to and make adjustments as needed.
• Assist the Program Director in implementing policies and procedures to maintain program compliance with contractual requirements.
• Oversee scheduled/on-demand transportation, outreach activities and operational supplies inventory.
• Communicate as needed with shelter providers to ensure that the program’s transportation and outreach activities are responding to clients’ needs.
• Assist the Program Director with maintaining on-going dialogue with District government agencies, e.g., Homeland Security, regarding alerts and other concerns to ensure staff responsiveness.
• Evaluate the performance of transportation and logistics managers and fleet manager.
• Determine training needs for transportation and logistics managers, drivers, dispatchers, outreach coordinator and recommend training programs to the program manager.
• Coordinate and conduct required trainings for SHL employees to ensure contractual program compliance.
• Implement pertinent program information, protocols, and progressive disciplinary actions for supervised staff.
• Investigate and participate in the investigation of unusual incidents/accidents. Record and maintain the reporting system for unusual incidents/accidents as well as collaborate with all appropriate persons.
• Respond to the physical location of any vehicular accident, as necessary; if Program Manager is not available, designate a Transportation & Logistics Manager to respond.
• Review and approve staff timecards for payroll processing.
• Assist the Program Director in updating the Shelter Hotline Policy and Procedures Manual.

Assume responsibility for the program in the absence of the Program Director

CORE COMPENTENCIES:

• Transportation and Logistics Operations: Ability to oversee transportation scheduling, dispatch, fleet readiness, outreach activities, and operational supplies to ensure efficient service delivery and continuity of operations.
• Operational Monitoring and Contractual Compliance: Ability to monitor daily census reports, call logs, manifests, and other required documentation for accuracy and timely reporting, while implementing program policies, procedures, and contractual requirements.
• Staff Supervision and Performance Management: Ability to assign and monitor tasks, evaluate staff performance, address performance concerns, implement progressive disciplinary procedures, and promote accountability among managers, drivers, dispatchers, fleet personnel, and outreach staff.
• Training and Staff Development: Ability to assess training needs, coordinate and conduct required staff training, and ensure employees understand and comply with program protocols, operational procedures, and contractual requirements.
• Stakeholder Communication and Incident Response: Ability to coordinate with shelter providers and District government agencies, communicate operational alerts, investigate and document incidents and accidents, and ensure timely emergency response and follow-up.
• Administrative Leadership and Program Continuity: Ability to review and approve timecards, assist with policy and procedure updates, make sound operational decisions, and assume responsibility for program operations in the absence of the Program Director .

MINIMUM QUALIFICATIONS:

Associates degree and 5-7 years of management experience; leadership ability, ability to plan, evaluate, and organize. Familiar with human services in the District of Columbia. Must have at least two years management/supervisory experience. Excellent written and oral communication skills, proficient skills in Microsoft Office. Have a valid driver’s license. Must be insurable for agency bonding and liability purposes.

Must be able to work sensitively and effectively with individuals of diverse educational, socio-economic and cultural backgrounds.

DESIRED QUALIFICATIONS:

Bachelor’s degree. Familiar with DC shelter operations, homeless services operations, fleet management/ transportation services and an equivalent of five or more years of experience in social services activities and operations.

OTHER REQUIREMENTS:

In the event that an offer is extended, the candidate will be required to successfully complete a criminal background check and/or FBI fingerprinting, as well as pre-employment drug screening, as applicable for the position.

EMPLOYMENT TYPE: Full Time/Regular (37.5 Hour Workweek)

May be required to work weekends, overnight during hypothermia season

UPO designates an employee as essential if s/he is required to work during a business closure (e.g., federal/District holidays, snow closures, pandemic) in order to meet operational requirements. Essential employees who are customer -facing (e.g., nurses, transportation, facilities) who deliver essential services are not eligible for Teleworking/Remote Work.

FLSA STATUS: Exempt

(According to the Fair Labor Standards Act (FLSA), employees in an Exempt position are not eligible for overtime compensation

• Dental/MetLife, all employees paid
• Vision/VSP, all employees paid
• 401k, Safe Harbor Match-5.5% given as a benefit, will match 1% of staff contribution
• Sick Leave 4.5 Hours Every Pay Period
• Vacation Leave 4.5 Hours Every Pay Period
• 2 Personal Days
• Paid Holidays

This position IS NOT in the collective bargaining unit of the CWA Union.