Program Manager Guest Services

Job Title:

Program Manager - Guest Services

Location (In person):
Poverello House - 267 E Blacklidge Drive

Position Type:
Full-Time

Salary: 35 Hours / Week - $46,000 / year to start

Health Insurance: $300/month employer contribution.

Paid Time Off / Holiday Pay at 1.5x

Poverello House is a non-profit organization dedicated to providing support to individuals experiencing homelessness. Our mission is to create a safe, caring environment that allows people to feel at ease and empowers people to rebuild their independence.

The House Program Manager - Guest Services will oversee the day-to-day operations of the program; ensuring a safe, welcoming, and effective environment for individuals seeking refuge. The House Program Manager - Guest Services will lead a team of volunteers, coordinate services, ensure compliance with regulations set by the Poverello house board, and work closely with staff and community partners to address the needs of guests.

The ideal candidate will possess strong leadership, problem-solving, and organizational skills; have an understanding of homelessness needs and associated social services; as well as possess a deep commitment to serving vulnerable populations.

• Operations Management
  • Oversee daily house operations, including intake procedures, introductory tours and ensuring compliance with set policies and regulations.
  • Maintain a safe, clean, and secure environment for guests, staff, and volunteers.
  • Ensure the provision of basic needs such as food, clothing, personal hygiene, and arrangements for medical care.
  • Keep up-to-date on community programs and other social services that could benefit program participants.
• Supervision and Development
  • Supervise, train, and mentor staff and volunteers as needed.
  • Foster a collaborative and positive environment focused on respect and compassionli>
  • Provide crisis intervention, deescalation and conflict resolution when needed.
• Case Management
  • Collaborate with additional service providers re case management services for guests, ensuring they receive personalized support using trauma informed approach to address their short term needs and long-term goals.
  • Collaborate with community organizations, local agencies and resources to network and build relationships and provide support plans for our guests.
  • Assist guests with goals related to shelter, substance use, treatment, employment, housing, financial assistance, communication, food and any additional needs.
• Compliance and Reporting
  • Ensure compliance with all regulations related to Poverello services and operations.
  • Maintain accurate records of activities, guest progress, and incidents.
  • Prepare and submit required reports to the board or direct supervisor.
  • Assist in production of quarterly/periodic newsletters for donors and network.
• Crisis Management
  • Respond to emergencies or crises involving guests, neighbors or staff, including health, safety, or behavioral issues.
  • Implement de-escalation techniques and ensure all safety protocols are followed.
  • Familiar with emergency response procedures as discussed in training.

• Bachelor’s degree in Social Work, Public Administration, or related field.
• Minimum of 3 years of experience in social services, with at least 2 years in a leadership role (experience in homelessness services is highly preferred).
• Knowledge of local, state, and federal services related to homelessness and social services.
• Motivate and support a diverse staff and volunteer cohort.
• Excellent communication skills, both verbal and written, with the ability to engage with guests, staff, volunteers and external parties.
• Demonstrated ability to manage crisis situations, resolve conflicts, and provide trauma-informed care.
• Strong organizational and problem-solving skills, with a high attention to detail.
• Ability to work in a dynamic environment while maintaining professionalism and composure.
• Passion for social justice, with a commitment to serving individuals experiencing homelessness.
• Ability to work flexible hours, including evenings and weekends, as needed.

• Ability to lift up to 25 pounds.
• Ability to sit or stand for extended periods of time.
• Ability to respond quickly in emergencies and perform safety procedures.