Director of Access & Engagement

Director Of Access & Engagement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

This is a senior leadership role that covers strategy, daily operations, and relationships. Reporting to the Senior Director of Program Services, the Director sets the vision and oversees all Access & Engagement programs. They directly manage Program Managers and make sure everything lines up with Coordinated Entry System requirements, LA Continuum of Care standards, and required service agreements. The Director is responsible for how programs perform, how staff grow, data accuracy, budgets, compliance, and building strong partnerships with city agencies, community organizations, faith-based groups, and system partners.

This role is for someone who understands that homelessness is both a policy problem and a human one — and who has the systems knowledge and leadership skills to build programs that reflect that at every level.

Role and Responsibilities

• Provide vision and direction for all Access & Engagement programs connecting individuals experiencing homelessness to services and housing pathways
• Ensure programs function as effective, dignified front doors into the system, including outreach, CES access, problem-solving, workforce connection, hygiene, storage, and referrals
• Align all program operations with Hope the Mission's mission, values, and service philosophy
• Monitor program goals, outcomes, and performance benchmarks; implement data-informed strategies to improve impact. Ensure continuous improvement.
• Serve as the organizational subject matter expert for entry-point services
• Directly supervise all assigned Program Managers; provide leadership guidance to Assistant Program Managers, Program Coordinators, and program staff
• Conduct regular supervision, coaching, and performance management with Program Managers; maintain clarity of expectations, accountability, and professional growth
• Identify staff development needs across Access & Engagement programs; collaborate with Program Managers to support skill-building and leadership development
• Partner with Learning & Development to schedule and deliver training aligned with program needs, funder requirements, and organizational priorities
• Oversee implementation of program policies, procedures, and service delivery models in alignment with funding sources, Scopes of Required Services, and organizational standards
• Analyze program reports, dashboards, and performance metrics to identify trends, risks, and opportunities
• Partner with Data & Compliance to utilize data-driven analysis, forecasting, and evaluation tools to assess effectiveness and inform strategic recommendations
• Respond to emergency and priority situations including safety and security concerns, staffing crises, and operational disruptions
• Receive, investigate, and resolve client grievances, staff concerns, and incidents; ensure timely documentation, escalation, and follow-up
• Maintain working knowledge of program and facility budgets, funding sources, and spending requirements
• Ensure all assigned programs operate within approved budgets, meeting compliance
• Monitor expenditures in collaboration with Program Managers, Finance, and Senior Leadership; address variances and risks proactively
• Build and maintain relationships with city, county, state, and federal entities, funders, and system partners
• Represent Hope the Mission at government, public, and community meetings; contribute to strategic communications and organizational brand
• Cultivate partnerships across service providers, coalitions, faith-based organizations, business improvement districts, neighborhood groups, law enforcement, and elected offices
• Serve as the primary CES point of contact for designated regions; maintain strong alignment with system expectations and CES partners
• Collaborate with faith-based organizations on outreach, service activities, and community events
• Partner with Contracts and Compliance to review, authorize, and submit program and contract reports accurately and on time
• Compile department-level summaries for senior leadership and funders
• Support staff in interpreting and implementing contract scopes, service requirements, and performance expectations
• Conduct periodic internal audits of program files, data, and operations to ensure compliance and readiness
• Lead Access & Engagement representation during monitoring visits, audits, and site reviews
• Attend required internal and external meetings, including Friday Leadership Meetings at Headquarters
• Participate in program staff meetings, leadership development efforts, and staff recognition initiatives
• Promote staff wellness and self-care practices across the department
• Represent Hope the Mission at community forums, partnership meetings, and public events
• Perform other duties as assigned

Skills & Competencies

• Exceptional written and verbal communication skills, including the ability to deliver training, facilitate conflict resolution, conduct de-escalation, and represent the organization through professional messaging
• Strong interpersonal and relationship-building skills; demonstrated ability to lead teams toward high performance and collaborate effectively with multidisciplinary teams, system partners, and external stakeholders
• Skilled in mentorship, change management, and cultivating a culture of accountability, growth, and continuous improvement
• Ability to manage complex programs, projects, personnel, and relational dynamics simultaneously while maintaining alignment with organizational values and a positive brand presence
• Demonstrated ability to delegate effectively, provide consistent supervision, and develop staff at multiple levels
• Strong knowledge of trauma-informed, client-centered care practices with individuals experiencing homelessness; ability to model and embed these principles across program operations
• Ability to assess program data, operational dynamics, and environmental factors to make strategic decisions that improve service quality and mission outcomes
• Proficient in fiscal planning, budget management, and compliance reporting
• High emotional intelligence with the ability to navigate complex interpersonal and organizational dynamics with professionalism and self-awareness
• Demonstrated familiarity with interim housing models and wraparound/supportive services
• Proficient in technology and software applications for documentation, records management, and organizational communication

(Location Specific or Nuanced Responsibilities)

• Operates across multiple sites and field-based settings, with regular presence at Access & Engagement programs.
• May require evening, night, or weekend availability based on program operations and emergencies.

Preferred Qualifications

• Strong executive leadership and people management skills
• Deep understanding of homelessness systems, CES, outreach, and access models
• Expertise in Housing First, Harm Reduction, Trauma-Informed Care, and Problem Solving
• Excellent organizational, analytical, and strategic planning skills
• Strong written and verbal communication abilities
• Ability to manage complex programs with multiple funding streams
• Strong relationship-building, negotiation, and conflict-resolution skills
• High attention to compliance, outcomes, and continuous improvement

Required Qualifications

• Minimum five (5) years of experience in homeless services or related human services fields with at least three (3) years of experience in program leadership or management
• Demonstrated experience overseeing multiple programs and staff teams
• Strong working knowledge of HMIS/Clarity and CES processes
• Excellent written and verbal communication skills
• Ability to communicate sufficiently in Spanish preferred
• Bachelor's degree/Master's degree or clinical licensure preferred

Mandatory Requirements

• Background Screening – Employment is contingent upon the successful completion of background checks as required per worksite.
• Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.
• Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record (meeting criteria of HTM's commercial insurance), a CA drivers license, and proof of vehicle insurance coverage.
• Legal Eligibility to Work – Maintain proof of legal authorization to work in the US.
• Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.
• Must have reliable transportation.

Physical, Demands, Environmental Conditions, Equipment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The employee is required to: walk and climb stairs; stand, bend, squat