Program Manager

Description

The Program Manager for Keys to Home oversees the daily operations, supervision, and program development of the Keys to Home housing search, stabilization, and supportive services teams. This role ensures high-quality, trauma-informed, harm-reduction-based service delivery and supports staff providing housing search, housing stabilization, eviction prevention, and rental assistance services to clients.

The Program Manager maintains a streamlined referral and enrollment system; ensures accurate data collection and reporting; supports funder compliance; builds strong external partnerships; and plays a key leadership role in program expansion and community engagement. The Program Manager provides direct supervision to Housing Case Managers, and Northeastern Co-op students. 

Essential Duties & Responsibilities:

1. Leadership, Supervision & Staff Support

• Supervise full-time housing case managers, and Northeastern Co-op students.
• Provide weekly supervision, performance feedback, coaching, and professional development opportunities.
• Support staff in delivering high-quality, trauma-informed, harm-reduction and housing-first aligned services.
• Monitor staff caseload assignments to ensure timely follow-up and equitable distribution of work.
• Facilitate/participate in weekly Keys to Home team meetings and referral/support line staff meetings.
• Coordinate onboarding, training, and procedural guidance for all program staff and co-op students.

2. Program Operations & Administrative Oversight

• Ensure referral, intake, and enrollment processes are consistently followed.
• Ensure Housing Case Manager staff maintain accurate eHana documentation, complete data entry by program deadlines, and update client tracking regularly.
• Attend VPI meetings, community meetings, and funder partner meetings.
• Support outreach efforts and contribute to expansion of Keys to Home program visibility in the community.
• Ensure VPI policies, safety procedures, confidentiality requirements, and agency standards are followed.

3. Client Services Oversight

• Ensure clients receive comprehensive assistance across all phases of housing search, stabilization, and eviction prevention.
• Monitor quality of services to ensure alignment with housing-first, trauma-informed, and harm-reduction frameworks.
• Support problem-solving on complex cases, legal referrals, landlord issues, housing navigation, and barriers to housing stability.
• Maintain relationships with CHAMP, Metro Housing Boston, BHCHP, housing authorities, landlords, and community partners.

4. Program Development, Data, Quality Improvement & Reporting

• Use data to evaluate program performance and client outcomes; collaborate with the Data Team on dashboards and reporting tools.
• Support preparation of funder reports, work plans, monitoring visits, and audits.
• Maintain accurate and compliant records for budgets, program activities, and service delivery.
• Participate in quality improvement activities and implement program changes as needed.

5. Community Partnerships, Systems Navigation & Outreach

• Build and strengthen partnerships with property managers, housing authorities, supportive service providers, medical and behavioral health partners.
• Participate in cross-department meetings to promote service integration.
• Maintain relationships with community resources and expand housing networks.

6. Northeastern Co-op Program Oversight

• Hire, train, supervise, and evaluate each Co-op student every term.
• Review Co-op communications, documentation, and workload.
• Track caseloads and ensure Co-ops receive appropriate tasks and support.

Additional Duties:

• Attend required meetings, trainings, and agency events.
• Support agency advocacy efforts and community initiatives.
• Perform additional duties and special projects as assigned. 

Qualifications Required:

• Bachelor’s degree or equivalent experience.
• Minimum 2 years of supervisory experience.
• Experience in housing search, stabilization, case management, or rental assistance programs.
• Strong understanding of affordable housing systems and homelessness response systems.
• Competency working across diverse populations.
• Strong administrative and organizational skills; proficiency in Microsoft Office, Google Suite, and EHR systems.
• CPR certification and TB screening upon hire.
• 3 professional references with at least 2 being from a supervisor or manager.

Preferred:

• Experience with HIV/AIDS services, harm reduction, substance use, mental health, or LGBTQIA+ communities.
• Experience designing and facilitating trainings.
• Experience with TBRA, HOPWA, MOH, or state/federal housing programs. 

Physical Requirements:

• Ability to sit or work at a computer for extended periods.
• Ability to travel to community partners and appointments.

Position Type: Full-time (40 hours per week) Monday - Friday. Hybrid eligible after 90 days. 

Rate: $64,372.00 Annually

Victory Programs values a diverse workforce, as we collectively seek to create welcoming, inclusive and accessible environments for our employees and the people we serve. We strive to sustain healthy, functioning communities that respect and celebrate different experiences, identities, cultures and ideas.

Victory Programs has helped individuals and families in crisis for over 45 years. Thousands turn to us yearly for shelter, sustenance, recovery, care, and professional, compassionate support. Most struggle with homelessness, substance use and mental health, and many live with HIV/AIDS. Our team of more than 300 staff across over 30+ programs works with people to develop and execute creative, safe solutions to the very real challenges our clients face.

Our benefit program includes a 75% health and 25% dental employer premium contribution, 100% employer paid disability and life insurance. Victory Programs offers a generous paid time off package to employees working 20+ hours a week including vacation, sick, and personal time as well as holidays. Upon hire, employees working 20+ hours a week are entitled to up to: 4 personal days, 160 sick hours, 10 holidays and 3 1/2 weeks of vacation. These figures adjust based on full time or part time status and allocated vacation time increases with length of employment.