Housing Programs Operations Manager

Position Summary:

Reporting to the Vice President of Housing, the Housing Program Operations Manager is responsible for supporting the day-to-day operations of multiple off-site Permanent Supportive Housing (PSH) programs. This manager-level role works closely with the Assistant Directors of Housing and the VP of Housing to ensure consistent staffing coverage, effective site coordination, client engagement, supply management, documentation compliance, and high-quality operational support across assigned housing locations. The Housing Program Operations Manager supervises and provides operational guidance to Life Skills Coaches and House Monitors, develops and maintains staff schedules, and helps ensure that each site is safe, organized, well supplied, and responsive to client needs. This position requires flexibility to work varied shifts, including evenings, weekends, holidays, and emergency coverage when staffing needs arise. The role also supports PathForward’s furniture donation coordination function by communicating with donors, scheduling donation opportunities, identifying client furniture needs, and coordinating the distribution of donated items to clients as appropriate.

Key Responsibilities

Essential Duties and Responsibilities:

Maintain and support implementation of PathForward housing program standard operating procedures, site expectations, client guidelines, and safety protocols to promote consistency, compliance, organization, and high-quality service delivery across assigned PSH sites.
Coordinate day-to-day operations for multiple off-site Permanent Supportive Housing programs, including Susan’s Place, Fisher House, Sibert House, Arlington Mill, and any other assigned housing locations.
Monitor site operations and client engagement to ensure housing locations remain safe, supportive, respectful, trauma-informed, and focused on housing stability.
Meet with staff and/or clients to answer questions, help de-escalate concerns, support conflict resolution, and elevate grievances or complex issues to the appropriate housing leadership or case management staff.
Provide immediate and professional response to safety concerns, emergencies, client crises, or disturbances at assigned housing sites while following PathForward policies, emergency protocols, and direction from the Vice President of Housing or designated housing leadership.
Support staff in helping clients understand and follow housing program expectations, lease-related requirements, visitor policies, community standards, and individualized housing stability goals.
Ensure client move-in and move-out procedures are completed consistently, including coordination with housing staff, case management staff, landlord partners, maintenance providers, and appropriate documentation systems such as HMIS.
Oversee and coordinate staff schedules for Life Skills Coaches and House Monitors, including shift assignments, call-out response, coverage planning, and emergency staffing support when replacements cannot be found.
Work various shifts as needed, including evenings, weekends, overnights, holidays, or emergency coverage, to maintain site operations and client support.
Ensure staff complete daily site logs, incident/observation reports, case notes, shift summaries, and other required documentation accurately and in a timely manner.
Communicate relevant observations, client needs, safety concerns, facility issues, maintenance needs, and staffing updates to the Vice President of Housing, Assistant Directors of Housing, case management staff, and other appropriate team members.
Monitor housing sites for cleanliness, safety, supply needs, and general upkeep; report and coordinate maintenance, cleaning, pest control, security, or facilities concerns with the appropriate internal or external partners.
Order, track, organize, and distribute program supplies for assigned housing sites, including household items, office supplies, cleaning materials, client support items, and programming supplies.
Ensure regular client events, community-building activities, and life-skills programming are planned and offered at assigned housing sites in coordination with Life Skills Coaches, House Monitors, and other program staff.
Assist in the development, implementation, maintenance, and periodic review of housing program documentation, including housing operations procedures, emergency plans, client guidelines, site expectations, and other relevant housing documents.
Enter, update, review, or support completion of HMIS, ETO, and other program documentation required to meet County, State, Federal, grant, contract, and agency reporting requirements.
Coordinate PathForward’s furniture donation support function by communicating with donors, scheduling donation availability, identifying client furniture needs, coordinating logistics, and supporting distribution of donated items to clients.
Participate in housing program meetings, staff meetings, agency meetings, trainings, and relevant community or inter-agency groups that support housing stability, client advocacy, and services for individuals experiencing homelessness or housing instability.
Adhere to PathForward policies, procedures, confidentiality standards, safety protocols, documentation expectations, and professional conduct standards.
Complete all other duties as assigned by the Vice President of Housing.

Supervisory Responsibilities:

Supervise Life Skills Coaches and House Monitors assigned to off-site PSH programs.
Develop, maintain, and adjust staff schedules to ensure all assigned sites have appropriate coverage.
Provide orientation, training, coaching, and ongoing support to assigned staff.
Monitor staff performance and provide feedback, coaching, corrective guidance, and documentation in collaboration with the Vice President of Housing and Human Resources as needed.
Review and approve staff timesheets in accordance with agency procedures.
Help ensure staff understand and follow housing program policies, safety expectations, documentation standards, and client confidentiality requirements.
Participate in hiring, onboarding, performance evaluations, and disciplinary processes for assigned staff in partnership with the Vice President of Housing, Assistant Directors of Housing, and Human Resources.
Serve as a point of contact for urgent staffing issues and provide guidance to staff during assigned on-call or coverage periods.

Qualifications and Skills

Must be highly motivated, self-directed, and team oriented.
Strong scheduling and organizational skills.
Ability to manage multiple sites and competing priorities.
Ability to communicate effectively with clients, staff, donors, vendors, landlords, community partners, and internal leadership.
Sound judgment, professionalism, and flexibility.
Cultural humility and a strong commitment to client dignity, confidentiality, and housing stability.
Ability to maintain accurate records and client confidentiality.

Experience and Education Requirements

Bachelor’s degree in social work, human services, nonprofit management, public administration, or a related field preferred; an equivalent combination of education and relevant experience may be considered.
Experience working with individuals experiencing homelessness, housing instability, behavioral health challenges, or other complex service needs is strongly preferred.
Supervisory experience required.
Valid driver’s license, reliable transportation, and current automobile insurance are required.
CPR/First Aid certification must be obtained and maintained after hire.

Physical Requirements:

Work is performed primarily at off-site PSH housing locations, PathForward offices, and community settings.
Must be able to travel between multiple housing sites and respond to staffing or operational needs as assigned.
Must have a valid driver’s license and reliable personal transportation to use if PathForward vehicles are not available.
Must be able to lift up to 100 lbs to assist with moving supplies and donated household items as needed.
Work is subject to frequent interruption and may require responding to urgent staffing, safety, client, or facility concerns.
Subject to a flexible schedule that may include mornings, evenings, overnights, weekends, holidays, and emergency shift coverage.
Subject to work in a variety of weather conditions while traveling between sites or coordinating donations.

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