Program Manager

THE SALVATION ARMY

NORTH & CENTRAL ILLINOIS DIVISION

Emergency Homeless Assessment and Referral Center

SHEILD OF HOPE

JOB DESCRIPTION

POSITION TITLE: Program Manager

LOCATION/DEPT: 924 North Christiana Ave

REPORTS TO: Program Director

FLSA CATEGORY: Exempt

STATUS TYPE: RFT

PAY GRADE: 207

PAY RANGE: ($50,813-$60,975)

WHO WE ARE

At The Salvation Army, we are dedicated to Doing the Most Good. We are made up of thousands of officers, soldiers, staff, volunteers, donors, and partners working together to holistically meet the physical, emotional, and spiritual needs of our most vulnerable neighbors.

JOB SUMMARY

The Program Manager ensures the consistent, safe, and effective operation of the program by providing leadership, supervision, and direct support to staff and clients during assigned shifts. The Program Manager oversees daily program operations, ensures compliance with agency policies and program standards, and maintains a safe, welcoming, and trauma-informed environment for all participants. This position is responsible for supervising staff during assigned shifts, coordinating client services, distributing essential supplies, and serving as a liaison with donors, community partners, service providers, and other stakeholders. The Program Manager provides operational support to the Program Director and Case Management team to ensure the delivery of high-quality services and timely client placements. The Program Manager also assists the Program Director with the preparation and submission of required monthly, quarterly, and funder reports by maintaining accurate documentation, supporting data collection, and ensuring effective written and verbal communication. All responsibilities are performed while maintaining the highest standards of professionalism, confidentiality, and compliance with organizational policies and applicable regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Program/Administrative Duties

• Assist the Program Director with human resource functions, including onboarding, employee separations, benefits administration, personnel file maintenance, and ensuring compliance with organizational policies, employment laws, and Salvation Army procedures.

• Coordinate and facilitate new employee orientation and ongoing staff training to ensure employees understand program policies, procedures, safety requirements, and service expectations.

• Assist the Program Director in maintaining adequate staffing levels by monitoring schedules, coordinating coverage for vacancies or call-offs, and supporting recruitment and onboarding efforts as needed.

• Oversee the intake process for families entering the Emergency Homeless Assessment and Response Center by conducting orientations, assigning rooms, and ensuring timely access to services. Collaborate with Case Managers and shelter partners to coordinate prompt placement into appropriate shelter programs. Ensure staff maintain real-time communication with referral shelters regarding bed availability.

• Document and promptly communicate any disclosed medical, mental health, disability-related, or dietary accommodation needs to the Program Director and Case Management team to ensure appropriate services are provided.

• Complete incident reports, program violation reports, and other required documentation accurately and within required timeframes.

• Immediately notify leadership of incidents affecting the safety, health, or well-being of guests or staff. Coordinate emergency response efforts, including contacting 911 and emergency personnel when necessary.

• Coordinate room turnover by notifying housekeeping and program staff of admissions and discharges. Oversee the storage and documentation of guest belongings according to program policy and ensure timely follow-up for unclaimed property. Inspect, prepare, and coordinate cleaning of vacant rooms to support timely occupancy.

• Conduct daily facility inspections to ensure a safe, secure, and clean environment. Secure designated areas, identify maintenance or safety concerns, and report issues for immediate resolution.

• Maintain strict confidentiality of all clients, employees, and organizational information in accordance with agency policies, HMIS standards, and applicable privacy regulations.

• Accurately enter client information into HMIS and other required databases. Prepare daily, monthly, and program-specific reports, ensuring accuracy and timely submission of demographic and performance data.

• Maintain ongoing communication with referral shelters to monitor real-time bed availability and facilitate timely placements for eligible families.

• Assist the Program Director in preparing and submitting monthly, quarterly, annual, and funder-required reports within established deadlines.

• Monitor HMIS data quality by reviewing entries for accuracy, completeness, and compliance, and correcting errors as needed.

• Develop and maintain collaborative relationships with community agencies, service providers, government partners, and homeless service networks to improve service coordination and resource availability.

• Partner with Case Managers to ensure families enrolled in the Emergency Homeless Assessment and Response Center transition to appropriate emergency shelter or stable housing within established program timelines (typically 10-12 days).

• Monitor and manage inbound shelter referrals and service requests through Salesforce, ensuring timely follow-up, documentation, and coordination of placements.

• Participate in a rotating on-call schedule to provide leadership support, respond to emergencies, and address operational issues outside normal business hours.

• Client Interaction

• Monitor client compliance with program rules and expectations by providing coaching, conflict resolution, and corrective interventions that promote a safe, respectful, and supportive living environment.

• Conduct room inspections and property searches, when appropriate and consistent with agency policy, to identify prohibited items and maintain a safe environment for all residents and staff necessary to prevent the concealment and storage of alcohol, drugs, weapons, and/or hazardous materials (i.e., combustible/fire agents, smoking materials or other dangerous items).

• Provide immediate assistance to clients as needed and ensure they are connected with the appropriate Case Manager for ongoing services related to housing, employment, behavioral health, financial stability, parenting, substance use, or other identified needs.

• Promote a trauma-informed, client-centered environment that reflects Safe from Harm standards. Identify, document, and report policy violations, safety concerns, and incidents promptly while taking appropriate corrective action.

• Other Duties

• Identify, document, and report facility maintenance and repair needs to the Program Director and maintenance/janitorial staff. Follow up as needed to ensure issues are addressed in a timely manner.

• Collaborate with internal departments and external partners to support coordinated service delivery, promote effective communication, and achieve program goals.

• Attend and actively participate in required staff meetings, trainings, case conferences, and organizational meetings. Share relevant updates and contribute to continuous program improvement.

• Perform other duties and special projects as assigned to support program operations, organizational priorities, and the mission of The Salvation Army.

OTHER DUTIES

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES

Education: Minimum of high school diploma or GED equivalent Associate Degree preferred.

Experience: 2 years' work experience working with homeless families or individuals.

Skills/Abilities:

• Willing to promote the mission of The Salvation Army.
• Excellent communication (verbal and written) and interpersonal skills.
• Knowledge of or a willingness and aptitude to learn the concepts involved with serving low-income families.

JOB LIMITATIONS

• This individual will only commit Army resources that have been allocated or approved.
• This individual will keep the Chicago Area Social Services Director informed on all critical issues relating to their area of responsibility.
• This individual will adhere to all Army policies and procedures in carrying out the responsibilities of this position.

REPORTING RELATIONSHIPS

This position reports to the Shield of Hope Program Director.

This position Provides direct supervision to administrative staff, maintenance personnel, food service staff, shift monitors, and case management staff as assigned. In the absence of the Program Director, assumes responsibility for the day-to-day leadership and operational oversight of the Emergency Homeless Assessment and Response Center, ensuring continuity of services, effective staff supervision, and compliance with organizational policies and program standards.

In all internal and external interactions, serves as a professional representative of The Salvation Army by demonstrating its mission, values, and commitment to compassionate service. Builds and maintain positive relationships with clients, staff, community partners, funders, government agencies, and other stakeholders while promoting the organization's programs and fostering collaboration.

COMPETENCIES

• Demonstrated ability to use initiative and be a self-starter.
• An attention to detail, procedures, processes and policies.
• A positive attitude and the ability to be flexible in light of changing job situations/priorities.
• An ability to work with confidential material.
• An ability to manage projects and priorities in a constantly changing environment.

PHYSICAL DEMANDS/WORK ENVIRONMENT

• This position is required to do light physical work, must be able to lift 35lbs, push and pull objects up to 50 pounds.
• In order to successfully perform the essential functions of this position, the employee is regularly required to use standard office equipment and PC.
• The work environment for this position includes a residential environment with a low to moderate noise level.
• Must be able to walk up three flights of stairs.
• Maintain positive work atmosphere by behaving and communicating in a manner that fosters and maintains positive relationships with co-workers and supervisors. This would include but not be limited to such actions: resolution of conflicts in a positive manner; courteous treatment of staff, clients and visitors; respect of others' property and person, professional and appropriate communication to and about co-workers, supervisors and subordinates. Support the Mission of The Salvation Army by treating every donor, contact and colleague with respect and dignity, and without discrimination of any kind.

PERFORMANCE MEASUREMENTS

This individual will be evaluated on how effectively the outcomes of this position are achieved, as well as the timeliness, accuracy and completeness of accomplishing assigned goals.

A 30, 60, and 90-day performance review will be conducted.