Customer Support Program Manager Jobs in Georgia

Covenant House Georgia builds a bridge to hope for young people facing homelessness and survivors of trafficking through unconditional love, absolute respect, and relentless support. Our doors are open 24/7 and our high-quality programs are designed to empower young people to rise and overcome adversity, today and in the future. At Covenant House Georgia, we provide unconditional love and comprehensive support so that our youth can and will realize their fullest potential. We empower them to finish high school, start college, gain employment, live independently, and ultimately step out into the world knowing they are prepared to be successful.

About the Role

The Stability Support Program Manager is responsible for overseeing case management, housing navigation services and supervising the case management team and housing navigators. This position also provides case management services to CHGA youth and, if necessary, families as they pursue reunification. This is a mid-management role and provides support to all programs in order to fulfill the mission of Covenant House Georgia. At Covenant House Georgia, we provide unconditional love and comprehensive support so that our youth can and will realize their fullest potential. We empower them to finish high school, start college, gain employment, live independently, and ultimately step out into the world knowing they are prepared to be successful.

Essential Duties and Responsibilities:

• Assist with crisis intervention and de-escalation during crisis situations, collaborate with involved staff to complete required incident documentation, and ensure appropriate follow-up and support is provided to youth involved.
• Collaborate with leaders across departments to ensure service delivery for youth across programs
• Actively participate in scheduled supervision with the assigned supervisor by coming prepared with case updates, documentation needs, and questions, and implementing feedback and action items discussed during supervision.
• Demonstrate flexibility in scheduling to meet the needs of youth and program operations, including working two designated holidays annually and adjusting schedules as needed to ensure effective service delivery.
• Oversees and provides support to Case Managers, Housing Navigator, and other staff as assigned.
• Develop and provide leadership and training opportunities to Case Managers, Housing Navigators, and other assigned staff.
• Facilitate weekly case review and participate in support panels and clinical solutions arranged by Case Managers and other staff as needed
• Co-facilitate and participate in transitional living and other housing interviews, as needed.
• Participate in shift transitions, leadership meetings, staff huddles, and other meetings as assigned
• Ensures compliance of client files in accordance to specific city, state and federal guidelines and enters into Efforts to Outcomes and Client Track in a timely manner per the data integrity plan
• Conduct and participate in monthly internal audits of the case records and all other required file documents.
• Complete monthly program reports and other reports as assigned.
• On-call Manager on Duty during assigned week rotation - respond to crisis calls, emergency calls, and/or other Covenant House Georgia needs within a reasonable time period
• Participate in meetings, workshops and assist in the development of partnerships within the community
• Provides and encourages continuum of care approach for CHGA youth throughout various service programs
• Facilitates communication with external housing partners to maintain up-to-date pipelines to support youth with safe and stable housing
• Serves as a member of a multidisciplinary team, supporting the development of a plan of care that is based on individual strengths, needs abilities preferences
• Ensures that all buildings and surrounding areas are safe and free from any conditions that may cause harm or danger to youth, staff, volunteers, or visitors
• Responds in a timely manner to emergencies and resolves issues
• Performs all other duties as assigned

Specific Case Management Duties:

• Case Assignments: Ensure youth are assigned a case manager within 24 business hours of entering a residential program.
• Expanded Intake Assessment and Case Plan: Ensure Case Managers complete the expanded intake assessment within 72 hours of case assignment and ensure the case plan is completed within 7 days of assignment. Both should be saved properly in ETO.
• Documentation: Case managers are expected to complete weekly progress notes in both ETO and Client Track databases. Ensure Case Managers are reviewing transition reports, medication logs, incident reports, and any pertinent documentation.
• Case review: Case Managers are required to maintain documentation and be prepared to present cases at regularly scheduled case reviews utilizing an updated matrix.
• Group Facilitator: Case Managers will facilitate psychoeducational and life skill group activities with the youth on a regular basis. Case Managers are also responsible for facilitating youth orientation each week.
• Individual Contact: Case Managers are required to meet with each youth on their caseload at least once weekly to drive services as indicated in the individualized case plans.

Housing Navigation Duties:

• Ensure Housing Navigator meets with youth within the first 7 days upon arrival to complete VI-SPDAT/housing assessments as needed.
• Ensure housing resources are identified and partnerships with housing providers are established; maintain those partnerships.
• Ensure housing navigation documentation is entered in ETO and CT as outlined in the data integrity plan.
• Ensure youth are educated regarding their rights and responsibilities as a tenant; provide support with mediation with landlords/neighbors/roommates
• Ensure that the housing queue is updated and maintained
• Collaborate with case managers for youth transition into stable housing

Education & Experience:

Bachelor’s degree in human services required; Master’s Degree preferred; specialized licenses and certifications are a plus and a minimum of three years of experience working with youth and 1-3 years of supervisory experience.

Our Community

Our critical mission demands that we have all voices at the table. A team of diverse people, perspectives, and experiences is smarter, stronger, and more effective for our young people. At Covenant House, every team member is valued, respected, heard, and supported, and we welcome honest and courageous self-reflection on any aspects of our work that are based on biased or outdated viewpoints. We deliberately create opportunities for our staff to grow and thrive.

Covenant House is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: CH is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CH are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, veteran status, family or parental status, disability status, or any other status protected by the laws or regulations in the locations where we operate. CH will not tolerate discrimination or harassment based on any of these characteristics and encourages all qualified applicants to apply. If you are fun, dynamic, and hardworking, come join our awesome international team in an organization with a heart!

If you have a disability or medical condition and need a reasonable accommodation, such as an ASL interpreter or a different interview format, or if you have physical accessibility needs, let us know. Contact us at 404-589-0163, Monday through Friday, 9 a.m. to 5 p.m.