ABOUT OPERATION-HOPE NORTH COUNTY

Operation HOPE-North County serves as an initial point of entry into the San Diego County Homelessness Continuum of Care. Our services are intended to serve as an initial and temporary measure for families with children or single women who are already experiencing homelessness or are in imminent danger of becoming homeless. This bridge housing ensures clients have shelter while our case managers help them navigate and overcome barriers to achieving housing security.

ABOUT THE ROLE

Under the general direction of the Executive Director, the Director of Programs provides the day-to-day operations, administration and development of programs at Operation HOPE-North County. This position supervises a team including 2 Case Managers, Shelter Manager and Assistant Shelter Manager, 2 Youth CoordinatorsThis position is a mandated reporter of elder and child abuse. All employees must successfully pass background checks, drug test, and TB test prior to start of employment. The Director of Programs must complete CPR training, Harassment Prevention training, and Mandatory Reporter certification.

PRIMARY DUTIES AND RESPONSIBILITIES

Client-Centered:

Ensure maximum capacity of our 12 room shelter; overseeing applications, intakes, enrollments and exiting procedures
Supervise interviewing, assessment, crisis intervention/management, long- and short-term goal setting, problem solving, behavioral management and case management for all clients.
Know shelter clients and be aware of their needs and concerns, promoting effective referral services.
Oversee and maintain accurate programmatic documentation such as incident reports, daily logs, progress notes, and any other documentation required.
Conduct accountability meetings with shelter clients when required.
Provide counseling and mediation, as needed.
Identify potential safety or escalating behavior issues, consistently implementing all program safety procedures.
Maintain updated client documentation, emergency information, and assist with resource referrals and tracking client progress within the shelter system. Properly document resident interactions and address client challenges in collaboration with staff.
Provide intake support for all clients with mental health or physical health barriers.
Maintain appropriate client boundaries, client confidentiality, and HIPAA protocols.
Adhere to standards set forth in the Employee Code of Conduct regarding ethical behavior, confidentiality, and conflicts of interest.

Leadership:

Facilitate development of and subsequent review of annual goals and objectives for the program team.
Serve as a role model
Develop and coordinate the professional development for program staff, volunteers and interns and lead quarterly staff training.
Mediation of staff issues, unless at grievance level.
Facilitate and/or attend Leadership Team, Case Review, File Review, and All Staff meetings.
Collaborate with the Executive Team for Strategic Planning and Program Development.
Develop and maintain program related partnerships with public and collaborative partners.
Interact with visitors, volunteers, clients, and staff in a way that provides the best customer service and fosters community support.
Ability to build and maintain effective and professional working relationships with clients and community agencies
Demonstrated ability to work effectively and collaboratively with a culturally diverse population of clients, other care providers, family and community members • Sit on the Bridge Housing Committee of the Alliance Regional Solutions and county or regional collaborative committees.
Attend resource fairs and events within the community as a representative of the organization.

Administration:

Prepare monthly, quarterly, and annual program reports and maintain up to date program data to be reported as needed to Director of Resource Development, Executive Director and Board of Directors
Oversee the client data collection system(s) including the timely entering of program data by staff.
Attend Lead Team, Shelter Team, Case Review and File Review Meetings.
Interview and hire staff as needed and coordinate staff schedules.
Develop, update and follow all Operation HOPE-North County policies and procedures for client safety, confidentiality, and services; work consistently and responsibly with staff, volunteers, and interns, maintain appropriate boundaries with clients.
Perform quality checks on files to ensure that all initial items are completed correctly. Review daily log notes, ensure log note quality, follow-up on program/clients specific concerns, develop and follow a feed-back loop to keep staff informed and engaged.
Review and approve client progress notes, staffing, and advocacy.
Ensure compliance with agency policies and procedures for both clients and staff.
Regular review of agency protocols, policies and intake forms and modify as needed.
Work with the Director of Resource Development on monthly, quarterly and yearly reporting for grants and required government funding eligibility.
Oversee interns who support youth programs and case management

REQUIRED COMPETENCIES

Employee Management – Motivate, develop, and direct people as they work; identify the best people for the job and coach them for success.
Analysis - Determine how a system or process should work and how changes in conditions, operations, and the environment will affect outcomes.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Service Orientation - Actively look for ways to help people.
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Attention to Detail - Must be detail-oriented and able to proofread and correct errors in documents, systems, and calendars
Teamwork - Ability to work effectively with diverse groups of people including volunteers, board members, independent contractors, and employees.
Computer Skills – Must be proficient in using common programs such as Microsoft Word and Excel and be able to operate basic office machines such as copier and printer.
Time Management - Manage one's own time and the time of others; meet deadlines.
Communication – Must be able to communicate so others may understand.
Decision Making - Consider the relative costs and benefits of potential actions and choose the most appropriate one.
Social Perceptiveness - Be aware of others' reactions and understand why they react as they do.
Cultural Competence – Acknowledgement, understanding, and appreciation of cultural differences, ability to embrace diversity.
Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong.
Troubleshooting - Determine causes of operating errors and decide what to do about it.
Physical Demands – Must be able to lift up to 15 lbs. at a time; ability to remain stationary for extended periods; push, pull, and bend as necessary.

QUALIFICATIONS AND EXPERIENCE REQUIRED

Demonstrate an understanding of, and commitment to, the mission of Operation HOPE-North County
Familiarity with the North County Community, knowledge of social service resources and agencies in the community (preferred).
Master’s Degree in Social Work, required.
Experience developing and implementing behavior management plans for youth
Experience developing and implementing socio-emotional programs for youth and or families
Have a strong understanding of unsheltered populations
Minimum of two years’ experience in non-profit programming and serving disproportionately impacted communities.
Minimum of two years direct case management experience.
Valid Driver’s License
Proficiency in the use of computers for:
- word processing, creating spreadsheets, tables and charts for reports
- effective use of Google suites
- expertise in Microsoft Word, Excel and PowerPoint
- Expertise in Apricot, highly preferred

SCHEDULE

Standard work hours are from Monday through Friday between the hours of 8am-8pm, at least 8 hours per day. Weekend hours may be necessary on occasion based on the organization’s needs.
The Program Director must be able to work at least two days a week, 11am to 8pm for programming purposes.
The Program Director is “On-Call” one week, every 3 weeks for 24 hours a day including weekends.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities and required skills. Contents are subject to change to meet the needs of the organization.

Operation HOPE - North County

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