Business Operations Program Manager Jobs in Roy, WA

$29.99-$37.49 HR/DOE

Join our Team! We offer an excellent benefits package!
3 weeks vacation * 12 days sick leave * 13 holidays* medical * dental* vision* life insurance * LTD * AD&D * pension * 403b * catastrophic & accident ins 

Quince Street Village is a 365 days a week, 24 hour low barrier microhome shelter in downtown Olympia that provides temporary safe sheltering for adults experiencing homelessness in Thurston County. The Manager upholds Catholic Community Services mission, vision, values and beliefs, CCS believes every person has the right to experience environments that respect the dignity of people and a safe place “to call home.” Program participants receive compassionate services that work towards more permanent housing. The Program Manager provides the management framework for the 24 hour operation of Quince Street Village, in accordance with CCS’s policies and contractual obligations.

The position oversees program operations, successful processing of new clients, supervises site staff, ensures compliance with safety standards, contract compliance and regulatory requirements. The Manager is accountable for establishing and maintaining safe and positive culture for both clients and employees as well as sound management of resources and achievement of program goals and key performance indicators. The Program Manager participates in a rotation of managers who are “on-call” to respond to program needs via phone support and in-person emergency response for the staff on-site at the shelter 24/7/365. The Manager spends a significant amount of their time outside engaging with clients, assessing the site for occupancy compliance, and maintenance needs.

A) Site Responsibilities

- Quince Street Village

• Ensure that all program participants are treated with dignity and respect by all CCS staff through training and leading by example.
• Ensure the safety and security of program participants, employees and guests. Respond daily to crises for Quince Street Village as well as the area businesses if needed.
• Request proper emergency and police response according to policy as needed.
• Identifies and addresses non-compliance related to clutter, sanitation, and safety hazards, and ensures timely corrective action and escalation when needed to protect participant and community safety.
• Applies a trauma-informed approach while consistently enforcing non-negotiable health, safety, and egress standards, using sound judgment in all compliance decisions.
• Leads routine and large-scale clean-up efforts, including high-acuity and heavily cluttered units, and ensures staff actively participate in hands-on work such as safely moving and removing belongings to bring units into compliance.
• Holds staff accountable for engaging with clients in meaningful ways that fosters support and compassion without crossing appropriate boundaries, compliance responsibilities, ensuring case managers and generalists follow through with job related responsibilities and addresses performance concerns promptly.
• Patrol, observe, and report around site perimeter, including the surrounding area, for the benefit of clients, staff, and service providers and general neighborhood related to businesses.
• Monitor security and neighborhood needs, and revise security practices as needed to promote a safe environment and to support program and agency goals.
• Conduct data entry, record keeping, updates, and exits.
• Ensure security procedures and patrols are followed.
• Ensure that staff monitor security cameras, provide back up to staff as needed for responding to loitering, overdose reversal or other behaviors within the two-block radius as needed but focused within Quince Street Village.
• Ensure that each guest is given an intake to get an understanding of their housing goals and health needs to include Code of Conduct.
• Enforce consequences laid out in the Code of Conduct.
• Maintain a file on each guest in accordance with the records retention policy of Catholic Community Services.
• Ensure that the confidentiality polices of Catholic Community Services are followed.
• Oversee and provide behavioral management by helping guests to resolve conflicts and make pro-social choices through the grievance procedures.
• Foster the development of program participant engagement with the functioning, safety, health, behaviors, appearance and cleanliness of the site.
• Work with program participants towards the development of formal engagement such as a participant council, regular meetings with the participants, etc., so that participants have a meaningful voice.

B) Staff Supervision (3 Case Managers, 15 Program Generalists and 1 Maintenance Tech ).

• Recruit, hire, train, & continuously monitor staff performance
• Supervise and schedule all site staff. Coordinate with staff to ensure that the site is staffed at all times and fill in for staff shifts if no other staff member can be found to fill a gap in the schedule that may occur 24 hours per day, 7 days per week.
• Assure compliance with organizational and program training. Identify and promote ongoing training and ensure attendance at all CCS mandatory trainings for site employees.
• Implement and sustain workplace culture in accordance with CCS values and beliefs that all employees will work in environments of respect, teamwork and excellence. Communicate effectively with staff, setting clear and specific expectations.
• Review and address workplace safety issues with the support of the Compliance Manager.
• Connect with Human Resources to address any employee related concerns and do so in a timely manner.
• Build relationships with local neighborhood and community representatives to further common goals; including meetings with the City of Olympia staff and weekly provider meetings.
• Participate in a rotation of managers who are “on-call” for over-the-phone support and in-person emergency response for the staff on-site at CCS SW shelters 24/7/365.
• Commit to, model and assure zero tolerance for discriminatory behavior.
• Develop and ensure the safekeeping of a workplace that values and supports a culturally and ethnically diverse work environment. Provides regular, real-time feedback, coaching, modeling and support to staff responding to crisis situations, including:

1. Individuals engaged in or about to engage in verbal and physical conflicts with each other,
2. Individuals engaged in conflict with staff
3. Reports of individuals having weapons on premises
4. Individuals experiencing medical crisis

• Ensures staff respond appropriately to non-crisis security situations or take appropriate proactive actions including

1. Conducts internal and external rounds throughout the facility and campus to monitor and ensure safety.
2. Monitors facility and resident population for improper conduct or unauthorized persons inside facility
3. Supports and enforces behavioral guidelines
4. Escorts residents off of the premises when appropriate.
5. Provides customer service to all visitors and site participants and assists them to authorized areas

• Oversee a team of three Case Managers and ensure quality Case Management is being provided to program participants by assuring compliance with contract deliverables and CCS standards for case management.
• Supervise and support the work of the Program Generalists and Maintenance Tech. Ensure that these teams remain in compliance with all contracts and CCS Policies and Procedures, with the assistance of the Compliance Manager.
• Communicate staffing needs to Program Director, assisting in identifying and interviewing quality candidates.

C) Information Management

1. Communicates incidents, issues and other relevant information accurately and timely to appropriate staff through recording entries into computer system, log book and/or personally through meetings as appropriate.
2. Completes and/or reviews and approves incident reports. Recommends policy and practice improvements. Ensures staff receives feedback for improvement of both security practice and incident report writing.
3. Ensures that Ban Records are complete, accurate, and include a photo whenever possible.
4. Ensure all relevant staff have proper training to effectively use the security camera system, including viewing in real time as well as viewing and saving recorded footage.
5. Reviews and updates communication log and other communication systems daily to keep informed of issues. Ensures staff complete communication log routinely and completely using professional language.

D) System-wide collaboration

• Foster excellent relationships with surrounding businesses, outside service providers, law enforcement, and other stakeholders.
• Provide one-on-one support and referral to social services (benefits, substance use and behavioral health treatment, housing options) as needed.
• Participate in departmental meetings.
• Other duties as assigned.

E) Financial Responsibilities

• Managing a CCS credit card, making purchases, ensuring expenses are aligned with CCS policy and the contracts.
• Make sure expenses are following the program budgets.

Minimum Qualifications

• A minimum of 3 years of supervisory experience in any setting.
• At least 5 years of experience in direct provision of social services, preferably with people experiencing homelessness.
• A strong understanding of Trauma Informed Care and the circumstances surrounding the experience of homelessness.
• Experience working with diverse populations including people with untreated behavioral health diagnosis and active substance use.
• Availability to work flexible hours (days, evenings, nights, weekends) and be available for 24/7/365 off shift phone support and emergency on site response.
• Proof of negative TB test within past 12 months.
• Ability to obtain a CPR/First Aid Certification with in the introductory period (6 months).
• Applicant must successfully pass required background checks prior to an offer of
• Must have a reliable vehicle, valid driver’s license and automobile insurance.
• Must have an acceptable driving record per CCS’ driving policy. (required to provide current driving abstract).
• Commitment to working within the mission, goals and values of Catholic Community Services.

Preferred Qualifications

• AA or BA in social services or related field.
• Experience working with complex databases and running reports from those databases.