Program Manager, Breaking Barriers

Program Overview:

The Breaking Barriers program is a rapid rehousing program serving individuals who are on probation in Los Angeles County. Breaking Barriers provides participants with rental assistance combined with housing stabilization services, case management, connection to mainstream resources, and employment services. The program is a partnership with Brilliant Corners, and LA County’s Justice, Cares, and Opportunities Department (JCOD).

Job Summary:

The Program Manager, Breaking Barriers (PM) is a caring and empathetic leader who takes pride in delivering best-in-class services to clients, staff and partners, motivating a team to achieve ambitious goals, and thrives in being a part of a growing organization. The ideal candidate will demonstrate a sense of urgency, commitment to quality, and a high level of emotional and professional intelligence and personal and team accountability for all deliverables, communications, and overall performance.

The PM serves two main capacities: managing the employment services of the Breaking Barriers program team and to manage overall contract, ensuring program compliance through regular reporting and communications with partners. The Program Manager will be responsible for prioritizing time accordingly.

Train, Mentor & Manage Staff to Deliver Exceptional Services (35%)

Manage team consisting of Senior Employment Specialist and Employment Specialists, who function as our clients’ case manager, and support other staff who are in front-line, direct service, roles.

Support staff in focusing on program metrics and outcomes and support site in reaching team goals. Actively utilize various program reports and tools to help staff manage caseloads.

Track and monitor program data, compiling regular reports. Analyze trends of client service delivery. Help create data informed annual goals for program.

Meet with staff regularly to discuss data, provide training and support engagement and professional development.

Provide support and guidance on how to address difficult client situations, frequently delivering direct services to clients in difficult situations.

Provide support in onboarding and training team members across the organization.

Foster Strong Client, Colleague, and Partner Relationships (30%)

Attend regular case conferences and meetings with partners.

Address time-sensitive client issues, including de-escalation, conflict management and mediation, supporting staff in maintaining a safe workplace.

Participate in committees and working groups in support of the organization’s Strategic Plan.

Represent Chrysalis to partners, including providing site tours, attending outreach events & community meetings, and delivering presentations.

Support interaction and communication with Chrysalis Enterprises (CE), including helping to manage special projects and grants.

Coordinate regular collection of client success stories and serve as liaison with Development & Communications Department to identify timely and relevant client stories/speakers.

Meet with clients and staff to mediate and resolve client grievances and create appropriate and relevant restorative plans for CE workers.

Provide back-up support for services across the organization, including leading classes, conducting one-on-one interview/resume services, and meeting with clients as part of transitional employment program requirements.

Provide temporary caseload coverage on an as needed basis.

Develop and Oversee Achievement of Programmatic Objectives & Strategic Initiatives (25%)

Actively participate with the Client Services management team to consistently improve programs and services and support program design and evaluation efforts.

Develop content for and lead staff meetings and case conferences. Participate in department and organization-wide convenings, including content development and delivery.

Make recommendations and participate in the implementation of projects, such as a curriculum review, to ensure that services are aligned with best practices in the field, reflect the needs of the client population, and support clients in achieving their employment goals.

Shadow staff delivery of services on a regular basis, providing support and ensuring consistent delivery of the program.

Oversee, including monitoring budget allocations, resources to support clients in the job search and retention process.

General Duties (10%)

Adhere to all Chrysalis policies and procedures.

Support the Chrysalis Mission and adhere to the Chrysalis Code of Ethics.

Other duties as assigned.

Job Skills & Qualifications:

Interest in, experience working with, and sensitivity toward the Chrysalis client population.

Minimum 3-5 years’ experience in social service work or related field, including management experience.

Bilingual (English and Spanish) a plus.

Excellent verbal, written, communication, organization and time management skills.

Excellent teamwork and leadership skills, including the ability to coach/mentor staff and clients.

Exceptional customer service and interpersonal skills, including the ability to use tact and diplomacy in all interactions.

Facility for data and statistics, including comfort with spreadsheets and database programs.

Demonstrated team player with a clear understanding of team dynamics.

High level of proficiency in online research and software applications including: Microsoft Office Suite and Internet required. Previous experience in case management database program(s) preferred. Willingness to learn new computer applications.

Thrive in high-paced, demanding environment.

Ability to address challenging conflicts and operational problems, making timely decisions, often under pressure with tight and competing deadlines.

Reliable transportation. Willingness to travel among locations and to field visits required. (Mileage reimbursed)