Supportive Services Program Manager*

This is responsible professional and supervisory work in planning, coordinating and directing the delivery of resident service programs across the Community Development Authority (CDA) Housing Operations Division’s housing portfolio, including programs under the Resident Opportunities and Self-Sufficiency (ROSS), Family Self-Sufficiency (FSS) and Multifamily Service Coordination (MFSC) initiatives. This position ensures that service programs align with U.S. Department of Housing and Urban Development (HUD) regulations, CDA goals, and community needs to promote resident stability, self-sufficiency, and quality of life. The position provides leadership, supervision, and strategic direction to all supportive services staff and is responsible for program development, performance management, and cross-sector partnerships that enhance resident outcomes. The position also collaborates with property management to address barriers to successful tenancy. Work is performed with a high degree of independence and decision-making under the general supervision of the Property Operations Manager.


Employees may be eligible for loan forgiveness through thePublic Service Loan Forgiveness Program.

Black, Indigenous, people of color, women, trans, nonbinary, and individuals with disabilities are encouraged to apply. We value the unique blend of lived experiences and diverse perspectives that comes from non-traditional education pathways and the variety of transferrable skills each candidate brings to the table. We value diversity, equity, inclusion, and belonging. Even if every item on the job posting doesn’t match your experience perfectly, we encourage you to apply and share how your skills and experience can best serve our community.

• Hire, train, coach, lead, evaluate and discipline staff. Plan, organize, assign, monitor, and evaluate diverse housing programs, staff and activities. Review work assignments, requirements, and review work product for completeness and accuracy. Provide general leadership to staff, provide consultation and advice on more complex and judgmental aspects of the work. Encourage collaboration and create synergy and clarity amongst both program staff. Ensure compliance with personnel and labor relations policies. Conduct investigations.

• Oversee the administration of all supportive services programs (e.g. ROSS, Jobs Plus, FSS, MFSC, etc.) to ensure compliance with HUD and other funding source requirements. Develop, implement and maintain procedures, service delivery standards, and performance metrics consistent with CDA goals and HUD regulations. Conduct regular audits of case files, program data, and resident outcomes to ensure accuracy and compliance. Support staff in case management best practices, resident engagement, and documentation standards. Provide direct supportive services to residents on a limited basis to address urgent, complex, or coverage-related needs.

• Identify emerging resident and community needs and develop targeted service initiatives to address them. Lead efforts to integrate supportive services within housing management operations to enhance resident outcomes and tenancy success. Identify and implement evidence-based practices and innovative service delivery models. Support resident organizing efforts including the promotion of the Resident Advisory Board. Support the publication and distribution of resident communication material—including the CDA Community Connect listserv and other communication materials. 

• Establish and maintain partnerships with local agencies, workforce programs, educational institutions, and supportive service providers. Negotiate and manage Memoranda of Understanding (MOUs) and collaborative agreements and maintain partnership documentation that supports grant compliance, program expansion and expands resident access to supportive services. Establish and maintain a network of service coordinators across the city of Madison to leverage best practices and share resources with other affordable housing providers in the city.

• Collect and analyze program data to measure outcomes, identify trends, and support continuous improvement. Prepare reports for HUD, the Board of Commissioners, and other interested parties on program impact and performance. Ensure timely and accurate submission of all required documentation and reports. Perform quality assurance evaluations

• Assist in preparing and managing program budgets and grant applications. Monitor expenditures to ensure alignment with grant requirements and agency fiscal policies. Seek new funding opportunities to expand or enhance supportive service offerings.

• Develop standard operating policies and procedures. Maintain knowledge of changes in HUD program rules and guidelines, and recommend changes to CDA policies and administrative processes. Identify opportunities for operational improvement. Provide short-term and long-term objectives, policies, and actions. Oversee the design and implementation of performance standards and work plans. 

• Serve as a member of the CDA’s senior management team.

• Attend trainings and conferences as appropriate.

• Perform related work as required.

• Four (4) years of experience applying the following:  

  • HUD regulations related to ROSS, FSS, MFSC, and service coordination programs.

• Two (2) years of experience applying the following:  

  • Case management principles, trauma-informed practices and approaches, and community resource networks. 

  • Full range of supervisory principles and practices, labor relations and personnel management. 

  • Computer software applicable to the duties of the position. 

  • Public administration and federal housing program principles, practices, and reporting requirements. 

  • Budgeting administration principles and practices, including procurement, purchasing and contract administration. 

• Familiarity with the following:

  • Grant administration.  

  • Social service systems, community resources, and resident engagement strategies. 

  • Social issues that impact low-income residents. 

  • Data management, outcome tracking, and reporting tools. 

OR

• Three (3) years of social services or case management experience with low income individuals and families involving considerable emphasis on the development and provision of educational programming and other direct services related to personal and community safety, community engagement and community organization/development (e.g.; independent living skills, providing consultation and assistance in the resolution of interpersonal disputes, mental illness, alcoholism and substance abuse, finances, and crisis intervention).  

• Bachelor’s degree in Social Work, Counseling, Sociology, Psychology, or a related field. Possession of a Master’s degree in a field such as Social Work, Sociology, or a related field may be substituted for one (1) year of the experience requirements.   

If an applicant does not possess the specific requirements outlined above, HR will review the application materials to determine if the applicant possesses equivalent experience.

For the complete list of the knowledge, skills, and abilities, please reference the class specification.

Possession of a valid driver’s license. 

Employees in this classification are required to provide their own reliable vehicle to visit housing sites and maintain proof of insurance. Mileage and parking will be reimbursed as provided by the employee handbook.

Must have the ability to attend meetings and other events outside of normal working hours. Occasional evening or weekend hours are required for resident meetings, agency meetings, training, or community events.

Professional Service Coordinator Certification from a CDA approved training organization within twelve (12) months of appointment. Failure to obtain certification within the 12-month probation/trial period will result in the employee not passing probation/trial period, absent extenuating circumstances.

Must meet the minimum training requirements for HUD Service Coordinators (36 hours within 12 months of hiring and 12 hours of continuing education annually thereafter).

Physical Requirements:

Employees in this position will be expected to visit the various public housing facilities in the City. Must have the ability to climb stairs and perform work in apartments of various conditions including, but not limited to, units with active pest infestations, unsanitary conditions, hoarding conditions, and exposure to second-hand smoke. Otherwise, work is performed in an office environment using standard office equipment such as computer, fax, telephone, and copier. Must have the ability to sit/stand for long periods of time.

* The payroll title is Social Services Program Supervisor.