Senior Program Manager - Hope Hall

VOA Illinois; Melrose Park (IL); Hybrid; USD 57,000 - 69,000; Full time

Benefits offered by this job

Medical Dental Vision

403(b) with employer match

Paid-Time Off

On-Demand Pay

PSLF eligible employer

Life Insurance

FSA / HSA

Employee Assistance Program (EAP)

Referral program

Job summary

VOA Illinois is seeking a Senior Program Manager for Hope Hall in Melrose Park, IL. You will lead daily operations, supervise staff, ensure shelter services meet client needs, and maintain contract compliance with Edward Hines VA and VOA Illinois guidelines.

You will coordinate intakes/discharges, engage with community partners, manage data for reporting, and ensure health and safety, with on-site work and hybrid eligibility after 180 days.

Qualifications

• Bachelor’s degree in Human Services, Social Work, Psychology, or related field from an accredited college or university and at least four years of related clinical experience
• Minimum of 2+ years supervisory experience, case management, human services or working with vulnerable populations
• Experience with trauma‑informed care and leveraging community resources
• Strong leadership skills, work effectively with diverse populations and manage sometimes unpredictable crisis situations.
• Requires flexibility to work day and evening hours, including possible weekends and holidays as needed and be available on call 24 hours per day, 7 days per week.

Responsibilities

• Supervisory functions for Engagement Specialists and Service Coordinator (8 direct reports).
• Direct day-to-day operations to ensure policies and objectives are met.
• Provide outreach and maintain relationships with community partners for Hope Hall intakes.
• Maintain positive relationship with the VA Liaison per contract expectations.
• Collaborate with Service Coordinator for intakes and discharges within timeframes.
• Coordinate with landlords/contractors to maintain the property.
• Monitor budgetary aspects including monthly billing, expenditures and payroll approvals.
• Support staff and residents 24/7 and ensure health and safety.
• Contribute to building a healthy organizational culture.

Skills

Communication

Collaboration

De-escalation

Leadership

Crisis management

Education

Bachelor’s degree in Human Services, Social Work, Psychology, or related field

Tools

Microsoft Office

Job description

Location: Melrose Park, IL 60160

Pay: $57,000-$68,640 annually

Schedule: Full Time, Exempt (40 hours/week)

Work Arrangement: On-site (Hybrid eligible after 180 Days)

About Us:

Volunteers of America Illinois is a national, faith-based nonprofit founded over 125 years ago. VOA Illinois delivers strength-based, trauma-informed, and culturally sensitive programs across the state. We are a certified Great Place to Work and proudly promote from within — over 50% of our workforce has advanced into new roles within the organization. We continue to innovate and evolve based on the needs of the communities we serve. Check out our careers page to find more opportunities at Careers - VOA Illinois.

Program Overview:

Hope Hall is a traditional housing facility that utilizes the Safe Haven model. The program is designed to reach men and women who have been living on the streets for some time and have been unable to find success within the general shelter system for a variety of reasons including mental illness and/or substance use disorder.

We provide:

• Housing navigation and placement assistance to help Veterans locate safe, affordable housing
• Personalized service plans developed in collaboration with Veteran Services staff
• Connections to community resources including healthcare, employment services, and financial assistance
• Landlord engagement and housing advocacy to expand housing opportunities for Veterans
• Housing stability support including case management, referrals, and ongoing service coordination
• Outreach and partnerships with community organizations and local Veteran service providers
• Education and guidance on tenant rights, housing resources, and long‑term housing stability

Our goal is to help Veterans achieve safe and stable housing, strengthen self-sufficiency, and successfully overcome housing instability so they can thrive in their communities.

Position Summary:

The Senior Program Manager leads daily operations, manages staff and ensures the safety and support of residents. This includes staff management for hiring, training and supervising; program oversight, ensuring shelter programs meet client needs and follows standard operating procedures per Edward Hines VA and VOA Illinois guidelines; oversee service coordinator’s caseload and assist with advocacy, housing, mental health care, harm reduction strategies and employment services as needed; and crisis response with the ability to handle emergency situations and safety issues in the facility.

What You’ll Do:

• Responsible for all supervisory functions for Engagement Specialists and Service Coordinator (8 full and part time direct reports).
• Monitor, direct or perform day- to-day operations of the program to ensure that policies, procedures and protocols are being followed, that goals and objectives are being met and that services and projects are being accomplished efficiently and effectively.
• Provide outreach, build and maintain strong relationships with community partners, specifically focusing on identifying referrals of Veterans for Hope Hall intakes.
• Maintain a positive working relationship with the VA Liaison ensuring adherence to contract expectations and performance measurements.
• Work collaboratively with Service Coordinator to facilitate all intakes and discharges within prescribed timeframes.
• Work collaboratively with internal counterparts for referrals to other departments and case coordination for mutual clients being serviced in another VOA Illinois program.
• Ensure the preparation and entry of required data to maintain contract compliance, service monitoring and tracking.
• Actively contribute to the building and maintaining of a healthy and successful organizational culture.
• Maintain a flexible schedule with the Service Coordinator to provide on‑site support 7 days per week and be available 24 hours per day to provide support for staff and residents, including maintaining health and safety at Hope Hall.
• Coordinate with landlord and contractors to maintain the property.
• Monitor all budgetary aspects including monthly billing, expenditures and payroll approvals.
• Exhibit cultural competence while serving clients of diverse backgrounds and commit to expanding knowledge and understanding of different communities and people groups
• All other duties assigned

Work Environment & Schedule:

• Full‑time, in‑office position averaging 40 hours per week
• Successfully complete 6‑month probationary period
• Eligibility for remote work after 6 months with the approval of immediate supervisor
• Valid driver’s license required
• Ability to lift up to 50 lbs.
• Physical demands include sedentary work, computer use, and frequent communication with clients, colleagues, and partners involved in client support.
• Community travel within the community and transport clients when necessary

Qualifications

Required:

• Bachelor’s degree in Human Services, Social Work, Psychology, or related field from an accredited college or university and at least four years of related clinical experience
• Minimum of 2+ years supervisory experience, case management, human services or working with vulnerable populations
• Experience with trauma‑informed care and leveraging community resources
• Possess strong leadership skills, work effectively with diverse populations and manage sometimes unpredictable crisis situations.
• Requires flexibility to work day and evening hours, including possible weekends and holidays as needed and be available on call 24 hours per day, 7 days per week.
• Strong communication, collaboration, and de‑escalation skills
• Proficiency in Microsoft Office and documentation systems

Preferred:

• Familiarity with local social service resources
• Experience supporting veterans and military‑connected individuals have a passion for working with Veterans who have experienced chronic homelessness
• Preference is given to qualified applicants who are Veterans

Compensation & Benefits

We offer a competitive benefits package including:

• Medical Dental, Vision
• 403(b) with employer match
• Generous Paid‑Time Off
• On‑Demand Pay: Early wage access through Paycor
• Public Service Loan Forgiveness (PSLF) eligible employer
• Life Insurance
• Flexible Spending Account (FSA) / Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Referral program

VOA Illinois provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status or any other characteristic protected by state, federal or local law.

Reasonable accommodations will be considered to qualified applicants and employees with disabilities upon request.