Program Manager I (Services Manager) - HEN

Job Locations US-WA-Seattle
Posted Date 2 months ago(7/30/2020 5:00 PM)
Job ID
# of Openings
Hidden (33403)
USD $45,262.00/Yr.



Housing and Essential Needs (HEN) program provides case management, rent and utility payments, transportation assistance, and hygiene/cleaning items to nearly 2,000 clients each month in King County. The program operates out of six Department of Social and Health Services (DSHS) offices as well as two Catholic Community Services family centers. The program provides housing and employment counseling to clients who are facing housing instability and/or homelessness.  The program also works with funders to pilot innovative strategies to provide rent subsidies targeted at preventing people from losing their housing.



This position provides oversight of all case management and housing stability activities for the program.  This involves direct supervision of 9 FTE program staff, and indirectly supports all HEN staff with training, data reports, scheduling and maintenance of client records and data integrity. The Services Manager is responsible for comprehensively understanding the targeted population of the program, handling specific administrative functions, providing support and oversight of the service management team, and serving as part of the integrated leadership team.  The Services Manager coordinates client care and housing placement with other internal and external service providers.  The position works to leverage Foundational Community Support benefits for HEN clients.  This position incorporates direct client service, advocacy and program administration. 


Supervisory responsibilities

  • Provide direct supervision to 9 Case Managers/Housing Stability Specialists and any student interns
  • Responsible for hiring, training, scheduling, supervision and evaluation of staff (described above).
  • Directly manages funding for Home for Good - $750,000 government contract.

Management responsibilities

  • Serve as the Program Director and/or other Program Managers in their absence.
  • Responsible for smooth, efficient and effective day to day operations of the program.
  • Supervise and assist service staff in triaging issues as they come up, and develop a strong solution based culture for the team to solve issues as they arise. Participants of this program have been identified as high need and highly vulnerable individuals. The successful candidate will need to be able to manage several issues at once in a fluid work environment.  
  • Manage and enter data on residents into the program’s internal database and the agency database. Respond to time sensitive requests for corrections to data.

Community responsibilities

  • Manage intake process in coordination with King County CEA and CAPER
  • Attend Single Adult Coordinated Entry Meetings as the lead person for CCS King County including working with other CCS case managers to ensure their clients are navigated through the CEA placement process.
  • Represent HEN program in the greater community as assigned.
  • Work to increase client involvement in advocacy.

Landlord Outreach and Housing Stability

  • Works with the Housing Stability team to increase access to landlords, develop procedures and processes for case management with clientele experiencing homelessness, and partners with the CCS mental health program to provide FCS housing and employment supportive services.
  • Provides strategic plan of landlord outreach and ways to increase partnership across programs including landlord partnerships for HEN clients moving towards Social Security Insurance (SSI) benefits.
  • Visits landlords on site to conduct inspection as needed.
  • Develops landlord marketing materials
  • Mediate landlord tenant issues as it relates to landlord/tenant law
  • Develop partnership with Solid Ground, Tenant Law Center, Northwest Justice Program and other similar entities to assist with service navigation for clients, tenant rights education and advocacy.
  • Develops and oversees inspection procedures of properties as need, works with the Department of Commerce with landlord mitigation.
  • Develop and maintain Landlord Database for CCS.

Client support

  • Ensure program meets contract goals – especially in regards to exiting program participants to permanent housing.
  • Coordinate Foundational Community Support (FCS) enrollments and billing with CReW management.
  • Ensure Case Management team is trained on leveraging FCS for HEN clients.
  • Provide oversight and guidance for the case management activities for residents.
  • Provide ongoing training opportunities for Case Managers and Advocates to be more effective in their positons.
  • Stay abreast of programs both within CCS and outside agencies that can assist participants in reducing barriers to obtaining and maintaining permanent housing, and how to refer participants to these programs. Insure staff is knowledgeable about these programs and is accessing them for clients.   
  • Mediate problems and concerns as they arise.
  • Audit case notes on a regular basis to ensure uniformity and completeness. 

Data Base Management:

  • Develop and monitor data entry procedures and train case managers and other staff to insure a high level of accuracy and consistency.
  • Review multiple data reports and follow up with staff to ensure data quality.
  • Prepare client demographic reports for program staff, agency staff, funders and the community.
  • Observe/follow guidelines on confidentiality rights of clients and respect their privacy.
  • Ensure client records meet agency and contract standards including the process storage of archived files.


  • Bachelor’s Degree or at least 2 years commensurate experience.
  • 1 year working in a social service setting
  • Commitment to social justice and the CCS mission
  • Excellent computer skills and proficiency in Excel, Word, Outlook, Must be able to quickly learn new software
  • Excellent verbal and written communication skills
  • Ability to set priorities and work independently as well as on a team
  • Demonstrate ability to work well under pressure in a multi-task environment with time and resource constraints; strong time-management and organization skills; ability to manage several projects simultaneously
  • Ready access to a reliable vehicle and willingness to travel throughout King County often; requires a valid WA state driver’s license and insurance
  • Ability to pass background check


  • Knowledge and some experience in organizational effectiveness and operations management implementing best practices
  • Demonstrated leadership and vision in managing staff groups and major projects or initiatives
  • Entrepreneurial spirit and sense of humor.


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