Drop-In Program Manager

Summary of Position: 

The Drop-In Program Manager is a full-time position based on-site across CFTH's Drop-In locations and is responsible for the daily operational and people management of Drop-In frontline and case management staff. The Program Manager directly supervises all Program Support Specialists and Community Case Managers, is accountable for staff performance, consistency, and the overall functioning of Drop-In programs, and oversees HMIS/data quality. This role also provides significant, hands-on support to staff and Participants as part of a shared, program-wide approach to crisis response, not as a responsibility that sits with the Program Manager alone. The Program Manager works in close partnership with the Drop-In Program Support Lead on day-to-day frontline coordination, and reports to the Director of Drop-In & Outreach Programs.

Specific Duties: 

Key Collaborations & Partnerships 

• Work in close, collaborative partnership with the Drop-In Program Support Lead on day-to-day frontline coordination and operations, including aligning on daily priorities and operational needs as they arise; formal supervision and performance management of the Drop-In Program Support Lead remain with the Director 
• Help co-lead, take notes for, and prepare agendas for weekly team meetings and other staff meetings 
• Collaborate closely with the Coordinated Entry and Training Manager, who provides ongoing HMIS mentorship and technical guidance (a defined, collaborative relationship, not a supervisory one) 
• Collaborate regularly with the Health Team to ensure streamlined, effective, whole-person care for Participants 

Supervisory & People Management 

• Supervise, manage, and mentor all Program Support Specialists and Community Case Managers across Drop-In locations (8 direct reports) 
• Conduct regular individual supervision with each direct report, at least monthly and more frequently based on role, onboarding status, performance, or program need; conduct weekly check-ins with onboarding staff and staff on Performance Improvement Plans (PIPs) 
• Co-lead monthly group, role-based supervision sessions (frontline and case managers held separately) alongside the Director 
• Provide timely coaching and documentation of performance and conduct concerns as they arise; reinforce expectations consistently across the team; escalate significant concerns to the Director as appropriate 
• Provide regular performance reviews and conduct performance management, including PIPs, for direct reports 
• Approve staff timecards and manage time-off requests for direct reports 
• Delegate work assignments to direct reports in accordance with agency and program policies 
• Ensure the implementation of evidence-based practices, CFTH's Core Values, and Philosophy of Care within Drop-In programs; provide mentorship and training to staff as needed 
• Develop agendas for and lead regular program and team meetings to ensure coordination of care 

Case Management Oversight 

• Oversee the quality and consistency of case management practice across Community Case Managers, including documentation and case notes 
• Support and monitor progress toward housing-focused outcomes for Participants 
• Facilitate or participate in case consultation to support Community Case Managers with complex or high-need cases 
• Support Community Case Managers with new Participant intakes and onboarding into case management as needed, working collaboratively and providing backup capacity. 
• Reinforce professional boundaries and ethical practice standards in case management work

Program-Related

• Monitor the incident reporting log and follow up as needed with participants and staff when incidents occur, including supporting Community Case Managers with the completion of learning agreements and collaborating with the Director on issuing suspensions when necessary 
• Support continuity of operations during staffing gaps, including providing direct coverage when necessary 
• Oversee inventory and distribution for the Food Pantries and Clothing Closets across Drop-In locations, in partnership with the Drop-In Program Support Lead 
• Ensure appropriate data is entered into designated systems including HMIS, DI Log, and Smartsheet, and that program reports are completed in a timely manner 
• Oversee HMIS data quality and integrity for Drop-In programs; review case notes and entries for completeness and accuracy, with support from the Director and the Coordinated Entry and Training Manager 
• Develop and maintain relationships with external programs and organizations; act as a point person for key Evanston stakeholders for Drop-In programs 
• Collaborate regularly with the Volunteer Coordinator to utilize volunteers to organize and staff Drop-In programs 
• May support the Director in shaping or drafting program policy as needed; policy ownership and final review remain with the Director 
• Identify issues with safety and/or program operations and make recommendations for improvement to the Director 

Floor Presence & Crisis Management 

• Maintain regular floor-level presence across Drop-In locations, providing hands-on, direct support where needed to staff and Participants 
• Provide leadership and direct support during high-acuity situations, including with Participants experiencing severe and persistent mental illness, working collaboratively with frontline and case management staff rather than assuming sole responsibility 
• Model and coach de-escalation practice for staff as part of ongoing team development 
• Assist Participants with accessing basic needs, including clothing, food, hygiene products, etc. 
• Ensure that the environment is safe, clean, welcoming, and community-oriented by supporting Participants in adhering to general and program-specific rules 
• Develop and foster an environment of community and respect among participants by actively partnering with them to address barriers to success in their pursuit of housing 

Manager on Duty Rotation 

• Participate in a rotating 1-week long Manager on Duty (MOD) and Backup Manager on Duty schedule alongside other CFTH managers, providing on-call coverage and support outside of regular hours 
• MOD and Backup MOD assignments are compensated in addition to regular salary 

General 

• Arrives on time and prepared and maintains and models appropriate professional demeanor and boundaries 
• Attends and participates in meetings and trainings as expected and required by the agency, including regular supervision and team meetings; management meetings; agency meetings; multi-disciplinary case consultation meetings; and internal and external trainings 
• Develops and maintains strong and professional relationships with fellow staff and participants through effective, cross-functional communication and collaboration 
• Adheres to the Code of Conduct and Core Values of Connections for the Homeless 
• Flexible availability, including evenings, weekends, and holidays, if necessary to ensure adequate coverage across all department programs 
• Other duties as assigned