The Program Service Manager is responsible for managing and coordinating Keyway’s case management and vocational services. This role ensures quality program delivery, compliance with organizational policies, and adherence to funder requirements while fostering a supportive environment for participants
SUMMARY OF DUTIES
(Responsibilities to include but not limited to the following)
Program Management
Assess program applications to determine participant eligibility and placement within Keyway-run housing.
Collaborate with the Application Review Team to gather applicant information and manage application records.
Oversee participant admissions, discharges, and communication during the application and enrollment process.
Investigate and resolve participant grievances.
Ensure case management services and documentation comply with internal policies and funder requirements.
Maintain a supportive and sober environment, including overseeing drug/alcohol testing, medication control, and incident responses.
Ensure the accuracy and maintenance of case management documentation, reporting, participant files, and compliance with site visit requirements.
Maintain proper documentation to support billing processes.
Monitor participant adherence to program guidelines, address non-compliance, and document activities for accountability.
Facilitate case staffing and evaluate program performance, identifying areas for improvement.
Ensure proper submission of documentation and data for external funding.
Monitor compliance with participant program fees and savings agreements.
Collaborate closely with the Program Operations Manager to ensure quality care delivery.
Staff Management
Recruit, manage, and motivate a professional team of case managers, vocational specialists, and support staff.
Oversee the hiring process, including conducting interviews and making recommendations.
Work with the Organizational Development Specialist to train and orient new employees.
Develop staffing schedules, approve time off requests, and review payroll.
Provide feedback and evaluation on performance expectations, file management, and service delivery.
Organize ongoing staff training and continuing education in collaboration with the Organizational Development Specialist.
Lead monthly team meetings and attend house monitor meetings.
Handle on-call responsibilities, assist during crises, and coordinate with emergency personnel when needed.
Other Duties
Maintain participant confidentiality and follow established guidelines.
Act as a member of the on-call team and rotation.
Participate in staff training and development opportunities.
Perform additional duties as assigned by leadership.
SUPERVISORY RESPONSIBILITIES
The Manager of Case Management Services supervises the following roles:
Case Managers
Vocational Specialist
Supervision of Practicum Students as necessary.
KNOWLEDGE, SKILLS, and ABILITIES:
Education:
Master’s degree or equivalent experience required.
Experience:
Minimum of 2 years of management experience, with preference for residential settings.
Training in trauma-informed care, motivational interviewing, mental health first aid, or conflict resolution preferred.
Familiarity with case management databases preferred.
Additional Requirements
Excellent communication and customer service orientation skills for engaging with diverse populations, including participants and team members.
Professional demeanor and approachable communication style
A compassionate demeanor with a commitment to healthy interpersonal boundaries.
Strong leadership, problem-solving, and conflict management skills.
Ability to multitask and adapt to a dynamic, 24/7 operational environment and remain effective.
Detail-oriented with strong organizational and planning skills to ensure task completion.
Proficient in basic computer usage with a proficiency in Microsoft Word, Excel, and Outlook.
Collaborative and independent working ability
Possess a valid Class E driver’s license or be willing to obtain one within 1 month of hire.
Have a safe driving record and ability to operate a vehicle to transport participants as required.
Provide a Motor Vehicle Record and valid car insurance for personal vehicle yearly or as needed.
WORKING RELATIONSHIPS
Daily communication with the Case Management team.
Regular communication with the Director of Programs.
Close collaboration with the House Operations Manager and Team.
Close collaboration with Emotional Wellness Team.
Regular interaction with community partners.
WORK ENVIRONMENT/PHYSICAL DEMANDS
Adaptability to a dynamic work environment while prioritizing personal and team well-being.
Comfortable working in an environment with moderate noise levels and frequent interruptions.
Potential for moderate eye strain due to documentation and computer work.
Physical stamina to perform tasks that may include walking, stair climbing, moderate pushing, pulling, kneeling, stooping, bending, and lifting.
Flexibility to work evenings and weekends as needed.
