Customer Program Manager Jobs in Kent, WA (NOW HIRING)

DEPARTMENT:                Jarvie Memorial Family Lodge

UNIT:                               Tacoma Citadel Corps

POSITION TITLE:             JMFL Program Manager

REPORTS TO:                   Corps Officers

STATUS:                           Non-Exempt, 40 hrs/week plus On-Call Responsibilities

PAY:                                  $31.73 - 32.69 per hour DOE

WORK LOCATION:          1521 6th Ave, Tacoma, WA 98405

MISSION STATEMENT:

The Salvation Army, an international movement, is an evangelical part of the universal Christian church. Its message is based on the Bible. Its ministry is motivated by the love of God. Its mission is to preach the gospel of Jesus Christ and to meet human needs in His name without discrimination.

SCOPE OF POSITION:

The JMFL Program Manager provides overall leadership, supervision, and operational oversight to the Jarvie Memorial Family Lodge (JMFL). The JMFL Program Manager oversees daily operations, staff scheduling and supervision, program implementation, facility coordination, and adherence to organizational policies.

The Program Manager exercises independent judgment in client relations and conflict, managing crises, staff performance, and operational decision-making within established Salvation Army (TSA) policies and guidelines. This role serves as a key liaison between the Corps Officers (executive directors), shelter staff, community partners, advisory board, and emergency services.

ESSENTIAL PROGRAM MANAGER DUTIES AND RESPONSIBILITIES:

• Provide leadership and oversight of all JMFL shelter operations, including case management, program aide support, and client food / kitchen sources.
• Monitor program performance, reporting, and outcome tracking, alongside leadership and administrative staff.
• Supervise, train, schedule, and evaluate shelter staff, including coordination with temp agency management as needed.
• Direct Employee Supervision:
  • Supervise assigned social services employees including the kitchen supervisor, case worker, and program aides.
  • Ensure training is in partnership with other Divisional Departments, such as Development and Human Resources.
  • Responsible for adhering to Salvation Army policies regarding employee leadership, management, and development, including areas performance management, safety, time, attendance, and training.
• Ensure compliance with Salvation Army policies, licensing requirements, grant agreements, and contractual obligations, and assist with audits, monitoring visits, and corrective action activities as needed.
• Monitor shelter and food service safety, security, and facility conditions.
• Oversee quality case management and housing stabilization services.
• Oversee and update or create program procedures in coordination with Corps Officers, TSA directives, and shelter needs.
• Participate in budget monitoring, purchasing, and resource management.
• Respond to critical incidents, participant crises, and operational emergencies.
• Promote a trauma-informed, family-centered shelter environment focused on housing outcomes.
• Represent JMFL at shelter-relevant community meetings, provider collaborations, and partner agency meetings, and maintain productive relationships with community partners, referral sources, and funders.

EDUCATION AND WORK EXPERIENCE:

• Minimum bachelor’s degree in social work, business management, human services, organizational leadership, or comparable degree.
• Minimum of three (3) years of staff supervision and support
• Minimum of two (2) years of experience in sheltering or similar client-facing social service roles
• Current CPR and First Aid preferred

KNOWLEDGE, SKILLS AND ABILITIES:

• Experience with urban homeless prevention and education goals and objectives
• Ability to work in a fast-paced environment and maintain poise under pressure
• Ability to work with a diverse range of individuals including cultural competency awareness.
• Customer service mindset
• Sensitivity to and understanding of the comprehensive mission of The Salvation Army.
• Ability and willingness to maintain confidentiality.
• Ability to pass the Salvation Army criminal background check and reference check
• Must complete and have ability to adhere to Protecting the Mission requirements and guidelines
• Strong verbal and written communication skills.
• Proficient keyboard skills (60 words per minute)
• Ability to work independently with minimal supervision as well as collaboratively as part of a team.
• Ability to demonstrate empathy toward participants in crisis using a trauma-informed care approach.
• Detail-oriented with strong organizational and multi-tasking skills.
• Self-motivated and able to quickly learn and apply new information and skills.
• Ability to work effectively in a challenging environment while maintaining professionalism and composure under pressure.
• Possess or acquire a current Washington State Food Worker Card.
• Basic understanding of simple maintenance and repair concepts.

SOFTWARE-RELATED SKILLS:

• Knowledge and use of Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint
• Data Entry – able to learn skills required work on in WellSky/Homeless Management Information System (HMIS) data systems

PHYSICAL REQUIREMENTS:

• Ability to sit, walk, stand, bend, squat, climb, kneel, and twist on an intermittent or continuous basis
• Ability to operate telephone
• Ability to operate desktop or laptop computer
• Ability to understand written information.
• Ability to lift up to 25 lbs. (emptying trash, moving boxes, etc.)
• Ability to go up and down stairs with a load of laundry
• Ability to sweep, mop, and vacuum floors on a daily basis

Work Schedule / Location:  This position is located at The Salvation Army Tacoma Corps in Tacoma, Washington. The schedule is based on program needs.

The Salvation Army reserves the right to reassign, review the job or to require that different or additional tasks be performed based on the organization’s need or when circumstances change.

Qualified individuals must be able to perform the essential duties of the position with or without accommodation.  A qualified person with a disability may request a modification or adjustment to the job or work environment in order to meet the physical requirements of the position.  The Salvation Army will attempt to satisfy requests as long as the accommodation needed is reasonable and no undue hardship would result.

Equal Employment Opportunity Employer: Minorities/Women/Veterans/Individuals with Disabilities.

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A generous benefits package is included with full-time positions:  paid holidays, vacation time, sick time, and medical, vision, and dental insurances.

Health Insurance: Low bi-weekly premiums ($39.23) for employee only coverage, Kaiser HMO for those residing in a Kaiser service area, Anthem EPO/PPO is available for those residing outside of a Kaiser service area.  Voluntary +1 and +family coverage at additional cost.  Delta Dental DHMO and DPPO dental insurance offered starting at $2.31 bi-weekly cost.  Employees are covered by an employer paid life insurance policy.  Voluntary supplemental life, short-term and long-term disability plans are available.

Retirement Plans: Employer-funded Money Purchase Pension Plan (Defined Contribution Plan) 50% vested at 5 years eligible service time, employee funded voluntary 403(b) options

Parental Leave: Benefit will be one week (5 business days) of paid leave at the employee’s normal rate of pay for births, adoptions and foster placements.

Sick Leave: 12 days annually accruing from day one, eligible for use after 3 months’ service time. 

Paid Vacation: 2 weeks annually accruing from day one, for non-exempt positions. 4 weeks annually accruing from day one, for exempt positions. Accrued vacation eligible for use after 6 months’ service time.

Paid Holidays: 13 designated holidays + 1 floating holiday per year