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Program Manager - Get Housing
Program Manager - Get HousingFamily Promise of Spokane • Spokane, WA, US
Program Manager - Get Housing

Program Manager - Get Housing

Family Promise of Spokane • Spokane, WA, US
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  • [job_card.full_time]
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Job Description

Job Description

Salary : $25 to $26 per hour

Position Title : Program Manager - Get Housing

Department : Family Services

Reports To : Director of Shelter and Housing Programs

Supervises : Case Managers - Get Housing

FLSA Status : Non-exempt / Hourly

Location : Spokane, WA (community-based; onsite / field work required)

Schedule : Full-time; may include some evenings / weekends to meet participant needs & partner schedules

Travel : Local travel within Spokane County required

The Opportunity

The Get Housing Program Manager leads and strengthens Family Promise of Spokanes Get Housing case management program to ensure families experiencing homelessness move quickly into safe, stable housing and transition them to the Keep Housing team for continued support. This position is responsible for providing oversight and maintaining necessary training and certification schedules, supervising staff, establishing consistent best practices, strengthening partner systems, managing performance metrics, ensuring compliance, and driving continuous improvement. The Program Manager, Get Housing is accountable for outcomes, staff performance, and operational excellence while modeling Family Promise of Spokanes Core Values and advancing our belief that no child should ever experience homelessness.

Core Values in Action

This role is expected to consistently demonstrate Family Promise of Spokanes Core Values :

  • Being Radically Empathetic : We step into someone elses shoes without judgement and meet people with dignity. humility, and deep listening.
  • Being Collaborative Stewards : We dont just react, we design, we take smart risks, we use data and feedback and always ask how to do it better.
  • Being Curiously Accountable : We honor every dollar, every volunteer, and every partner, by working together, with trust, transparency, and accountability.
  • Being Intentional Innovators : We ask questions, seek to understand, and own our impact - good or bad. We learn out loud and welcome accountability as a path to excellence.
  • Being Compassionately Competitive : We care deeply and compete to lead, innovate, and deliver better outcomes. We are driven by purpose and love.

Why Join Us

  • Mission-driven work with measurable impact.
  • Supportive leadership culture focused on learning and improvement.
  • Opportunity to shape systems, not just manage cases.
  • A team committed to empathy, accountability, and results.

    • Essential Responsibilities

    The following are essential and cannot be reasonably accommodated for without fundamentally altering this position :

    1) Program Leadership & Strategy

  • Own overall program performance : housing placements, retention, service quality, compliance, and guest families experience.
  • Translate organizational goals into program strategy, quarterly priorities, and weekly execution plans.
  • Build and maintain a program operating rhythm : team meetings, case conferencing, partner coordination, data reviews, and quality checks.
  • Identify gaps in services, workflow, staffing, and community resources; propose solutions and implement improvements.
  • Maintain program documentation : policies, procedures, workflows, templates, and training guides so the program runs consistently regardless of staff changes.

    • 2) People Management & Team Development

  • Directly supervise assigned staff through hiring, onboarding, coaching, performance check-ins, and annual evaluations.
  • Establish clear roles, caseload expectations, and standards of practice aligned with funder requirements and Family Promise outcomes.
  • Create a supportive, accountable team culture that reduces burnout and promotes excellence, learning, and retention.
  • Ensure staff are trained and consistently using best practices such as :

    • Housing First principles

  • Trauma-informed care and motivational interviewing
  • Progressive engagement
  • Fair housing and equal access standards
  • Safety planning and de-escalation
  • Documentation quality and confidentiality (HIPAA / ROI as applicable)

    • 3) Housing Operations & Service Delivery Excellence

  • Ensure consistent, high-quality housing stabilization services including :

    • Coordinated Entry participation (as applicable)

  • Housing navigation and landlord engagement
  • Eligibility screening and verification standards
  • Barrier reduction planning and problem-solving
  • Move-in coordination and housing retention supports
  • Monitor and manage caseload distribution, timeliness of service delivery, and participant progression toward housing.
  • Ensure strong crisis response and safety protocols for staff and participants in field-based settings.
  • Review complex cases, provide escalation support, and ensure ethical decision-making in service delivery.

    • 4) Performance Management, Data Quality, & Outcomes

  • Establish clear program KPIs and dashboards (in partnership with leadership), such as :

    • Referrals accepted / served

  • Time-to-housing placement
  • Housing placement rate
  • Housing retention at 3 / 6 / 12 months (as applicable)

    • Income / benefits connections (if applicable)

  • Landlord partnerships created / maintained
  • HMIS / data accuracy, timeliness, and completeness
  • Conduct routine file and documentation audits to ensure quality, compliance, and readiness for monitoring.
  • Lead weekly / monthly performance reviews with staff; set improvement plans when targets are missed.
  • Use data to identify bottlenecks, test process changes, and standardize what improves outcomes.

    • 5) Contract Compliance, Program Integrity, & Stewardship

  • Ensure program compliance with all applicable contracts, funder requirements, and internal policies.
  • Collaborate on grant reporting, monitoring preparation, corrective action plans, and program narratives.
  • Support budgeting and resource stewardship by monitoring program spending, rental assistance use (if applicable), and supply needs.
  • Maintain strong confidentiality and professional standards; ensure staff understand and follow release-of-information practices.

    • 6) Community Partnerships & System Coordination

  • Serve as primary program representative with community partners (landlords, property managers, housing authorities, service providers, Coordinated Entry partners, etc.).
  • Expand and maintain landlord and property partnerships; establish a consistent landlord engagement approach and service standards.
  • Participate in community meetings and coalitions as assigned; elevate barriers and advocate for system solutions.
  • Coordinate internally with Shelter, Diversion, Prevention, and other programs to ensure smooth referrals and warm handoffs.

    • 7) Continuous Improvement & Best Practice Standardization

  • Build a playbook for the program : standardized steps from referral to move-in to stabilization.
  • Implement consistent documentation standards, required forms, and timelines.
  • Establish cross-training and coverage plans to reduce service disruption during absences or turnover.
  • Create and maintain a risk log (participant safety, landlord issues, high-barrier cases, compliance risks) and mitigation plans.

    • Required Qualifications

  • Bachelors degree in social work, human services, public administration, or related field or equivalent combination of education and relevant experience.
  • Minimum 3 years of experience in housing stabilization, homelessness response, case management, or related services.
  • Minimum 1 year of experience leading teams (supervision, coaching, or formal management strongly preferred).
  • Demonstrated ability to manage outcomes using data, metrics, and continuous improvement practices.
  • Strong working knowledge of Housing First and trauma-informed best practices.
  • Ability to build relationships with landlords, property managers, and community partners.
  • Strong documentation, organization, and time-management skills.

    • Preferred Qualifications

  • HMIS proficiency and Coordinated Entry experience.
  • Grant / contract compliance experience and comfort with monitoring / audits
  • Experience with rental assistance programs, housing retention strategies, and crisis / problem-solving.
  • Bilingual or multicultural competency aligned with the community served.

    • Key Competencies

  • Results-driven, mission-centered leadership
  • Coaching and performance management
  • Systems thinking and process improvement
  • Clear communication and conflict navigation
  • High integrity, confidentiality, and sound judgment
  • Cultural humility and equity-centered practice
  • Ability to work independently in the field while maintaining team alignment

    • Physical Demands & Work Environment

  • Regular community-based work in a variety of settings including shelters, participant homes, partner sites, and offices.
  • Frequent sitting, standing, walking; occasional lifting / carrying up to 25 lbs.
  • Work includes potential exposure to high-stress situations; de-escalation and safety practices are required.

    • Conditions of Employment (Required)

  • Annual background check authorization and ability to pass.
  • Driving on the job is required : must maintain a valid drivers license and current auto insurance, and meet organizational driving standards.

    • EOS Rocks (Operational Projects) Expectations & Accountability

    Operational projects (also known as Rocks in the EOS framework) are time-bound priorities that strengthen our systems, improve outcomes, and support professional growth. Rocks may be a formal part of an employees role, and participation is expected for employees in leadership positions.

    Leaders are accountable to :

  • Own assigned Rocks by defining scope, success measures, and timeline in alignment with organizational priorities.
  • Drive execution by coordinating stakeholders, identifying barriers early, and keeping work moving forward.
  • Track progress consistently (typically weekly) and communicate status, risks, and resource needs with transparency.
  • Deliver measurable results by the end of the quarter and document learnings so improvements are sustained.
  • Model our Core Values while leading Rock workespecially Curiously Accountable, Collaborative Stewards, and Intentional Innovators.

    • To apply for the Program Manager - Get Housing position at Family Promise of Spokane, please submit your resume and a cover letter.

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    Program Manager Get Housing • Spokane, WA, US

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