Program Manager (Housing Coordination)

Organization:

Founded in 2003, AMI Housing is a California-based nonprofit organization whose mission is to house and support the most vulnerable residents of the Sierra Region by enhancing the lives of people with mental illness by providing housing, employment, and supportive services. 

Summary of primary job functions:

The Program Manager of Housing Coordination provides leadership, administrative oversight, and strategic direction for the Housing Coordination team, ensuring services are delivered in alignment with organizational goals, contractual and regulatory requirements, and community needs. This position oversees program compliance, referral management, strategic planning, program development, quality assurance, and budget monitoring. Responsibilities include ensuring referrals are appropriately received, reviewed, assigned, tracked, and processed in accordance with eligibility requirements and established procedures; monitoring referral trends; addressing barriers or delays; and strengthening referral pathways and external partnerships.

The position provides direction and support to the Housing Coordination Supervisor, who is responsible for day-to-day operational supervision and staff management. The role focuses on program-level accountability, compliance, fiscal oversight, performance monitoring, and continuous improvement, including reviewing financial requests and providing required approvals and sign-offs. The position also represents the organization with referral sources, funding partners, housing providers, community agencies, and other stakeholders to promote effective service coordination, strengthen partnerships, and ensure the Housing Coordination program meets organizational and contractual expectations.

Examples of essential duties may include, but are not limited to, the following:

• Upholds lawful and ethical standards in both business operations and delivery of services, including maintaining a working knowledge of significant developments and trends in the field.
• Provides visionary leadership to champion AMIH mission to make meaningful change in people’s lives.  
• Actively promotes the AMIH culture and values within the practice and communities.  
• Manages and continually builds relationships in local communities to elevate the company's presence.  
• Maintains current knowledge of changing laws that impact the housing programs.   
• Upholds lawful and ethical standards in both business operations and delivery of services.   
• Synthesizes operational efficiencies and proposes opportunities for improvement.   
• Trains and mentors’ managers, supervisors, and others involved in employee development efforts.   
• Utilizes strong supervisory and leadership skills; demonstrates ability to build productive teams of staff performing varied functions.   
• Ability to establish and maintain effective relationships with contractors, employees, and the general public and to promote a positive team environment. Interact with staff in a caring and respectful manner and with due understanding of and consideration for cultural differences.  
• Demonstrate the ability to deal with sensitive situations with tact and diplomacy.  Manage and resolve issues of direct reports with other agency programs.  
• Provide support to the CEO and other Senior Leadership members when requested.   
• Perform other duties consistent with the goals and objectives of the program as assigned. 

Housing Coordination and Program Management

• Provide overall leadership, direction, and oversight for the Housing Coordination program and team.
• Assist the Director in developing, implementing, and maintaining program policies, procedures, workflows, and operational practices.
• Ensure program operations align with the agency mission, recovery principles, contractual requirements, regulatory standards, and organizational expectations.
• Oversee daily program operations, staffing needs, workload distribution, and service delivery, while providing direction and support to the Program Supervisor.
• Oversee and manage the Housing Coordination referral process, ensuring referrals are received, reviewed, assigned, tracked, and processed in accordance with program eligibility requirements, contractual obligations, and established procedures.
• Monitor referral volume, timeliness, and outcomes; identify barriers or delays; and coordinate with internal staff and referral sources to support timely access to services.
• Monitor program performance, identify service gaps and operational challenges, and implement or recommend solutions and process improvements.
• Track and manage program budgets; review and approve financial requests as well as work with finance department on accurate expense reporting and invoicing.
• Maintain data integrity and ensure accurate, timely, and complete documentation in program records and databases.
• Review case notes, service plans, and housing support plans for accuracy, timeliness, completeness, and client-centeredness.
• Monitor adherence to documentation standards, program models, eligibility requirements, and compliance expectations.
• Conduct routine file reviews and assist with error mitigation and corrective actions.
• Ensure compliance with applicable housing program requirements, service contracts, funding requirements, and organizational standards.
• Support reporting and evaluation efforts by contributing data, success stories, program updates, and required documentation.
• Identify and respond to operational challenges, elevating significant issues to the Director when appropriate and implementing solutions in real time.
• Support staff in addressing barriers related to housing searches, landlord negotiations, housing stability, and acquisition of household goods and other client resources.
• Communicate with the Director about important matters affecting the program and its employees, including employment-related incidents, issues, and trends.
• Collaborate with program leadership and administrative staff to support timely and accurate MAA time studies and reporting
• Participate in ongoing training and updates related to MAA requirements to maintain program compliance and maximize eligible reimbursement
• Educate team members on how their work supports Medi-Cal reimbursable activities, such as outreach, referral, and care coordination efforts
• Participate in ongoing professional development and remain current on changes affecting housing programs, service requirements, and applicable regulations.
• Preserve confidentiality at all times in accordance with Federal, State, County, and agency standards.
• Follow all AMI Housing policies, procedures, and safety protocols and adhere to relevant employment laws.
• Provide additional program coverage and support as needed.
• Perform other duties as assigned. 

Human Resources and Leadership

• Provide regular one-on-one supervision for the Program Supervisor focused on staff performance, workload balance, professional development, and emotional support.
• Lead recruitment and hiring efforts for the Housing Coordination team, including participating in interviews and supporting selection and onboarding processes.
• Onboard new staff and provide or coordinate hands-on field training in housing coordination, documentation, client engagement, and applicable program practices.
• Develop and maintain effective onboarding, training, coaching, and staff development practices.
• Ensure employees meet expectations for productivity, work quality, and performance outcomes; use objective metrics to measure and evaluate employee performance.
• Serve as the primary contributor for employee evaluations, ensuring fair, constructive, and consistent performance reviews.
• Lead disciplinary actions as needed, including corrective action notices and performance improvement plans, in coordination with the Director and Human Resources.
• Coach and mentor staff in managing complex cases, navigating housing-related barriers, and applying program standards and best practices.
• Deliver or coordinate internal training sessions, including fair housing, harm reduction, trauma-informed care, documentation, and other program-related topics.
• Monitor staffing, workload, productivity, and performance and take appropriate action to address concerns.
• Communicate with team members about important matters affecting their work and provide clear direction regarding program expectations and operational changes.
• Mediate team conflicts and interpersonal challenges and facilitate appropriate resolution.
• Foster a trauma-informed, strengths-based, recovery-oriented, equitable, and team-centered work environment.
• Coordinate team-building activities and recognize staff accomplishments and milestones.
• Model personal responsibility, advocacy, resiliency/recovery, integrity, cultural humility, and professionalism..

Community Relations

• Develop and maintain effective working relationships with referral sources, housing providers, government agencies, community organizations, funding partners, and other stakeholders.
• Strengthen referral pathways and inter-agency partnerships to promote timely and effective access to Housing Coordination services.
• Coordinate with community partners to address barriers to housing and connect participants with appropriate resources and supportive services.
• Participate in and represent AMI Housing at Continuum of Care meetings, advisory councils, collaborative groups, and other community forums relevant to housing and supportive services.
• Attend internal and external collaborative meetings and represent the Housing Coordination team in a professional manner.
• Coordinate inter-agency referrals and partnerships to promote continuity of services and reduce barriers to housing stability.
• Communicate with referral sources and external partners regarding program processes, referrals, service coordination, and participant needs as appropriate.
• Promote positive, professional relationships with community partners while supporting the agency's mission, values, and service philosophy.
• Represent AMI Housing professionally in community settings and advocate for effective housing coordination, service access, and community integration.

Knowledge: 

• Housing-first principles and low-barrier housing models
• Local, state, and federal housing programs (e.g., PSH, BHBH, HSP, Home Safe, Section 8, etc.)
• Landlord engagement strategies and fair housing laws
• Trauma-informed care, harm reduction, and client-centered service approaches
• Motivational interviewing and strengths-based case management
• Barriers to housing stability (e.g., mental health, substance use, legal history, chronic homelessness)
• Staff supervision, coaching, and performance management practices
• Documentation standards and quality assurance for housing case files
• Effective onboarding, training, and field-based staff development techniques
• Conflict resolution and team dynamics in supportive housing settings
• Familiarity with local Continuum of Care partners and inter-agency referral systems
• Understanding of key community meetings and advisory councils
• Resource coordination for furnishings, household goods, and client support needs
• Agency mission, values, and service model
• Internal team communication processes and reporting structures
• Strategic priorities related to housing, health access, and community integration
• Basic budgeting and grant compliance
• Principles, methods, and techniques of effective employee supervision
• Business documentation and record-keeping practices (including protection of confidential information)
• Program administration, operations, management, and reporting
• Basic employment laws
• Elements of service contracts, including scopes of work, deliverables/outcomes, and budgets
• Professional etiquette and collaborative approaches for business communications and interactions
• The complex relationships among government agencies, public and private organizations, groups, and private enterprises affecting clients and other stakeholders

Skills: 

• Strong desire to help others through recovery, advocacy, and support
• Demonstrates understanding of peers’ experiences and feelings.
• Uses supervision (mentoring, reflection) effectively by monitoring self and relationships, preparing for meetings, and engaging in problem-solving strategies with the supervisor (mentor, peer)
• Reflects and examines personal motivations, judgments, and feelings that may be activated by peer work, recognizing signs of distress and knowing when to seek support
• Critical thinking and analysis
• Presentation and public speaking
• Collaboration and teamwork
• Seeks opportunities to increase knowledge and skills of peer support
   

Ability to: 

• Project capable leadership and skill in navigating complex workplace matters
• Display professionalism in appearance, language, and conduct
• Uses time management skills and demonstrates the ability to work with minimal support and supervision
• Confront issues directly, initiate difficult conversations, implement effective solutions, and consistently reinforce standards and expectations to prevent and deescalate workplace problems
• Recognizes and responds to the complexities and uniqueness of each peer’s process of recovery
• Implement directives from the Director of Peer Services
• Empower and encourage staff to perform their best work, develop new skills, and reach their full potential
• Communicate and collaborate with a wide range of organizations, groups, professions, and individuals from different educational, economic, and cultural backgrounds; tailor messaging to specific audience
• Work autonomously and independently, seeking guidance and feedback when appropriate
• Provide meaningful instruction and oversight when delegating tasks; ensure task completion/quality
• Understand the organization and operations of the AMIH and community partners as necessary to assume assigned responsibilities. 
• Prioritize and protect AMI Housing’s interests at all times
• Acts in the best interests of the program and AMI Housing while remaining responsive to others’ needs

Education/Background:

•    Bachelor’s degree in housing services, social work, psychology, human services, or a related field preferred. Four (4) years of relevant experience or a related field may substitute for the degree requirement.

•    Complete and pass pre-employment background checks (fingerprints, drug and alcohol testing, and criminal background checks, credit checks). 

•    Bilingual fluency (English/Spanish) is preferred.

Work experience may include:

•    Five (5) years of progressively responsible experience in housing services, behavioral health, social services, supportive housing, or a related field, with demonstrated experience performing responsibilities relevant to this position.

•    Three (3) years of supervisory, lead, coaching, or mentorship experience, including responsibility for staff development, performance management, workload coordination, or team leadership.

•    Demonstrated experience providing case management, housing coordination, service coordination, or related services to individuals experiencing homelessness, serious mental illness, substance use, or other barriers to housing stability.

•    Demonstrated experience with housing programs and systems, including housing referrals, eligibility determination, landlord engagement, housing navigation, community resources, and coordination with external service providers.

•    Experience with program administration and oversight, including documentation, compliance, quality assurance, data tracking, reporting, budgeting, and/or contract requirements.

•    Experience developing and maintaining collaborative relationships with community partners, referral sources, housing providers, government agencies, and other stakeholders is required.

•    Experience working in a trauma-informed, recovery-oriented, strengths-based, and client-centered service environment is strongly preferred.

Licenses and Certification:

•    Possess a valid driver's license with a clean driving record as required by the position.

•    Proof of adequate vehicle insurance and medical clearance is required. 

Computer Proficiency:

•    Strong computer proficiency (i.e., Microsoft Word, Welligent, App Fiolio, Excel, PowerPoint, Outlook, SharePoint, Microsoft Teams, Zoom, Adobe, DocuSign, Google Docs, Internet, and Calendar) to complete daily duties within the expected timeframes with little to no supervision.

Personal Characteristics:

•    Be welcoming and supportive. Displays a solid desire to advance the agency’s mission and help people with mental illness improve their lives by becoming independent, successful community members.

•    Displays a solid desire to advance the agency’s mission and help people with mental illness improve their lives by becoming independent, successful community members.

•    Work in a client-centered, strength-based, and harm-reduction manner.