Program Manager

Location: Downtown Los Angeles, CA

Position Purpose:

The Program Manager’s primary role involves providing strategic planning, coordinating, leading, and monitoring all operational functions within the Pathway Home Project. This role will encompass administrative oversight of operations managers in collaboration, along with the interdisciplinary care-team consisting, case managers, site monitors, security staff and housekeeping staff. Furthermore, this position assumes the responsibility of delivering training and guidance to various staff members, while also steering the teams in devising appropriate interventions that enable clients to develop the skills needed for independent living in future permanent housing.

Program Population:

The Pathway Home Housing Project is a HFH funded program, operated by JWCH. The Team consist of a cohesive team of MSW, case managers, site monitors and other professionals who collaborate to provide housing and critical services to People Experiencing Homelessness (PEH) and those who have previously experienced homelessness. The clients/residents may come with behavioral and/or substance abuse issues. The program utilizes the Harm Reduction Model and we “do whatever it takes” to encourage success of the client.

Principal Responsibilities:

1. Provide comprehensive administrative direction and guidance to case management, and support staff and managers.
2. Oversee Case Managers on-site, ensuring effective supervision and coordination.
3. Effectively communicate program objectives to the multidisciplinary staff.
4. Offer training and support to Program Monitor staff, enabling the successful implementation of interventions and service plans for clients.
5. Provide training to support staff on essential topics like harm reduction, trauma-informed care, and de-escalation techniques.
6. Collaborate with the staff to implement program goals, policies, procedures, and reporting tools, utilizing performance metrics and financial outcomes.
7. Foster a unified and interdisciplinary approach within the team, focused on delivering high-quality, cost-efficient care and case management services, with the core objectives being patient satisfaction, improved health outcomes, and successful housing placement.
8. Partner with JWCH and LAHSA to enhance provider efficiency and assist in resolving program-related challenges when necessary.
9. Engage in periodic coordination meetings with HFH and any other group to ensure seamless collaboration.
10. Assure maintaining a professional facility appearance for the clinic, offices, and site.
11. Elevate program visibility through active participation in community service and professional organizations, leveraging opportunities as they arise.
12. Actively contribute to organizational and ad-hoc committees as required.
13. Compile reports on operational issues, organizational opportunities, and programmatic goals.
14. Participate in patient satisfaction and process improvement meetings with clinic administrators, and Executive leadership as needed.
15. Collaborate to monitor patient/client satisfaction through various channels, such as the formal complaint process and patient surveys, adhering to internal policies, IPA Grievance procedures, and County-funded program grievance protocols.
16. Ensure the attainment of quality measures, regulatory standards, and customer service expectations.
17. Safeguard all PHI in strict accordance with HIPAA regulations.
18. Ensure the program delivers all required services and fulfills outcome measures established by HFH.
19. Collaborate with designated partners to recruit suitable staff, conduct staff evaluations, schedule annual health clearances, and perform annual clinical competency assessments.
20. Review, correct, and approve timesheets for program staff within the stipulated due date.
21. Complete necessary check reimbursement forms as needed and route them to the supervisor for review and approval.
22. Organize and facilitate monthly staff meetings, focusing on education, training, and operational improvements.
23. Address any corrective action plans that may arise post internal/external audits.
24. Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
25. Participate in required safety and compliance trainings and apply learned practices in daily work activities.
26. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
27. Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
28. Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
29. Participate in JWCH’s customer service training called AIDET on an annual basis.
    1. Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
30. Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.
31. Fulfill other assigned duties as required.

Requirements:

1. Requires a Bachelor's Degree, preferable a Masters in a Healthcare, Human Services or Social Work-related field or 3-5+ years of relevant managerial experience in healthcare, nonprofit or public health sector.
2. Experience and knowledge in human, social, and/or behavioral health services, especially for homeless and/or low-income underserved individuals.
3. Demonstrate expertise working with interdisciplinary teams, understanding of the impact of trauma on behavioral and medical conditions.
4. Experience working with clients or patients and staff from diverse socio-economic, ethnic and cultural backgrounds.
5. Experience working in multi-disciplinary, preferably a team of Social Workers, Nursing professionals, and operations staff.
6. Excellent and strong communication skills that cultivates an efficient and effective team and organizational culture. Bring a positive and professional attitude, and is willing to motivate a team to perform radical care to the community.
7. Have a strong understanding of the homelessness crisis and policy occurring in Los Angeles, CA.
8. Strong time management and organizational skills.
9. Be proficient in Microsoft Office suite.
10. Possess a valid California Driver's License
11. Bilingual/Bi-cultural (Spanish/English) preferred.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

Employee Benefits:

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes:

• Medical, Dental, Vision
• Monthly employer-sponsored allowance for assistance with health premiums.
• Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
• Paid time off (vacation, sick leave) and 13 paid holidays.
• 401(k) Safe Harbor Profit Sharing plan.
• Mileage reimbursement.
• Short- and long-term disability plans (LTD/STD).
• Life insurance policy & AD&D, and more!

Become part of a team where your work matters. Apply today and help us change lives, one patient at a time.

JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.