Housing Resource Center (HRC) Program Manager

ORGANIZATION OVERVIEW

Covenant House California (CHC) is a nonprofit organization that provides sanctuary and support for youth overcoming homelessness, ages 18-24. CHC believes that no young person deserves to be homeless; that every young person in California deserves housing, food, clothing, education, and most importantly, to be loved. CHC provides a full continuum of services to meet the physical, emotional, educational, vocational, and spiritual well-being of young people.

CHC’s doors are open to youth and staff regardless of their race, religion, sexual orientation, gender identity, or gender expression. We believe that youth and team members deserve to be in an environment that is inclusive and affirming; where everyone is treated with dignity and respect and valued and appreciated for who they are. Maintaining a diverse community of youth and staff is key to our ability to achieve our mission most effectively. We are also committed to being a leader in advancing anti-racism, and to promoting opportunities for the free expression of the lived experiences of our youth and staff.

We are looking for people who, like us, believe that every young person deserves a place to belong. We think it takes all kinds of people to create diverse solutions to end youth homelessness, and we are on a committed journey to build an inclusive and equitable work culture that brings out the best in everyone. CHC’s Housing Resource Centers in Oakland and Hayward provide housing-focused services to transition-age youth experiencing or at risk of homelessness throughout Alameda County.

Covenant House California offers an excellent benefits package, including medical, vision, dental, an EAP program, a 403b retirement account, and a generous vacation package.

POSITION SUMMARY

The Housing Resource Center Program Manager (HRC Manager) manages the day-to-day delivery of CHC’s Transition Age Youth Housing Resource Center (HRC) program in Alameda County. Our bricks and mortar locations are in Oakland and Hayward, but the reach of this role is County wide. Reporting to the Oakland Programs Director, this position supervises HRC staff and coordinates housing prevention, Housing Problem Solving, Coordinated Entry access and assessment, targeted outreach, community referrals, housing education, employment resources, and healthcare linkages. The HRC Manager ensures services are youth-centered, strengths-based, trauma-informed, equitable, and consistent with CHC’s mission, policies, and Alameda County Health Housing and Homelessness Services requirements.

The HRC Manager provides leadership across both HRC locations and as needed throughout the county, supports staff development and retention, monitors service quality and outcomes, and works with the Data Coordinator/CES Matcher and Finance team to maintain accurate records, timely reports, and appropriate use of program funds. This position provides direct service and crisis support as needed while maintaining primary responsibility for program management and supervision.

ESSENTIAL FUNCTIONS

Managerial / Supervisory Duties

· Provide direct supervision, coaching, and performance management to assigned Coordinated Entry Outreach Service Coordinators/Case Managers and work collaboratively to support the Data Coordinator/CES Matcher and the employment specialist that support the HRC program.

· Partner with the Program Director and Human Resources to recruit, interview, hire, onboard, and evaluate staff; address performance concerns and promote a supportive, trauma-informed team environment.

· Conduct regular individual supervision and team meetings, lead case consultation, and support staff safety, professional development, and retention.

· Coordinate staffing, schedules, time off, and timely timesheet review to maintain coverage at both HRC locations during posted drop-in hours, evening and weekend services, appointments, and field-based outreach.

· Monitor caseload distribution and maintain the contract’s 1:50 staffing ratio; identify workload and coverage concerns and recommend adjustments to the Project Director.

· Ensure staff complete required HMIS privacy/security, Coordinated Entry, and Housing Problem Solving training within 30 days; naloxone training within 30 days; other required core training within 60 days; and at least 16 hours of ongoing training annually.

Program Management and Housing Services

· Oversee coordinated delivery of all eight HRC service categories and ensure services are accessible to eligible transition-age youth from throughout Alameda County, including youth unable to visit an HRC in person.

· Implement program ramp-up, hiring, and service delivery plans with the Program Director; develop and maintain procedures for referrals, participant and staff safety, and complaints and grievances.

· Ensure Housing Problem Solving conversations are offered before other Coordinated Entry interventions and continue alongside Coordinated Entry activities to identify safe housing resolutions, including housing search, reunification, mediation, relocation, and eligible flexible assistance.

· Oversee eligibility screening, Housing Support Plans, Crisis and Housing Needs Assessments, documentation collection, queue management, and timely follow-through on interim and permanent housing matches in accordance with County protocols.

· Ensure eligible clients receive housing assessments within 45 days of initial engagement; maintain at least monthly participant contact and Current Living Situation updates, and oversee reassessments and updates when circumstances change.

· Coordinate homelessness prevention services, including screening, housing stabilization plans completed before financial assistance, landlord communication, case management, and referrals. Support implementation of the County’s standardized prevention assessment and coordination with the Prevention HUB.

· Coordinate scheduled weekly field-based outreach throughout Alameda County, prioritizing youth facing access barriers, high needs, pending housing matches, or extended time on housing queues; maintain current contact information and coordinate with other outreach teams.

· Ensure at least one housing-related workshop or training is provided weekly at each HRC location; maintain monthly schedules and attendance records covering topics such as tenant rights, rental applications, financial literacy, roommate relationships, health, education, and employment.

· Coordinate warm handoffs and follow-up for benefits, legal assistance, education, employment and workforce programs, healthcare, behavioral health, substance use treatment, and other services that support housing stability.

· Ensure staff can connect eligible youth to Enhanced Care Management, Housing Community Supports, Medi-Cal/HealthPAC enrollment and renewal, youth-specific healthcare and behavioral health pathways, and harm reduction resources.

· Provide direct service, crisis de-escalation, and backup support when needed; address participant concerns and grievances, document incidents, and escalate safety and service issues to the Project Director.

Data Quality Reporting and Financial Oversight

· Work with the Data Coordinator/CES Matcher to ensure accurate, timely HMIS documentation of enrollment, assessments, services, financial assistance, contacts, status changes, queues, and exits; protect participant confidentiality and follow agency and County privacy requirements.

· Ensure data is also put into CHC’s ETO database in compliance with our policy and practices in the CHC Data Integrity Plan.

· Monitor contract data standards, including at least 90% same-day entry and no more than 5% null values; review records and reports, resolve discrepancies, and implement corrective action with staff.

· Track service volume and progress toward the minimum of 600 TAY households served annually and the target of 765; monitor housing resolutions, housing connections, prevention retention, engagement, and equitable outcomes by race/ethnicity and gender.

· Coordinate monthly, quarterly, and annual program reporting with the Project Director and data staff, including Results Based Accountability measures and HUD YHDP QPR/APR information; complete data review in time for submission by the 18th of the following month.

· Partner with Finance and the Project Director to monitor program spending, financial assistance, and budget availability; ensure eligibility, housing plans, payment support, approvals, and HMIS records are complete and consistent with County funding policies.

· Monitor prevention expenditures against the phased funding limits and implementation requirements in the contract; ensure flexible funding is linked to an eligible housing resolution and exceptions receive required approvals.

· Support invoice documentation, monitoring visits, audits, and corrective actions; maintain required program records, current job descriptions, organizational information, and staff training documentation.

Community Partnerships and Quality Improvement

· Represent CHC in County contract meetings, Access Point learning communities, TAY huddles and case conferencing, regional coordination, YHDP implementation, and Prevention HUB activities as assigned.

· Build and maintain partnerships with other HRCs, housing providers, schools, probation, workforce programs, healthcare providers, and community organizations; establish consultation and referral pathways for youth under age 25.

· Maintain current referral resources and ensure HRC hours, procedures, and contact information are communicated to County partners, Eden I&R/211, and the community. Ensure referral phone contacts receive a response within 24 hours.

· Collect participant feedback using County-approved tools, support annual surveys and focus groups, and use feedback and performance data to improve access, service quality, and housing outcomes.

· Notify the Project Director promptly of service disruptions, reporting delays, or proposed changes to hours or locations so required County notifications and approvals can be obtained.

Additional Duties

· Perform other duties assigned by the Project Director or designee to meet participant needs, support program operations, and advance agency initiatives.

JOB REQUIREMENTS

Education: High School Diploma or equivalency required. Bachelor’s degree in social work, psychology, sociology, public health, or a related field preferred. Additional relevant experience may be considered in lieu of a preferred degree.

Experience: At least three years of experience in homeless services, housing navigation, case management, or services for vulnerable youth, including at least two years of supervisory, management, or program coordination experience. Experience with Coordinated Entry, HMIS, community outreach, and housing assistance programs strongly preferred. Lived experience is a plus.

Skills & Certifications: Strong staff supervision, organization, communication, problem-solving, and crisis de-escalation skills. Ability to manage services across multiple locations, review data and budgets, meet reporting deadlines, and build effective community partnerships. Communication with and about youth must reflect a strengths-based and trauma-informed approach. Possession or ability to obtain and maintain CPR/First Aid certification and complete required County and CHC training. Bilingual English/Spanish skills preferred.

Knowledge: Knowledge of positive youth development, Housing First for Youth, trauma-informed care and supervision, harm reduction, homelessness prevention, Housing Problem Solving, Coordinated Entry, and housing stabilization. Familiarity with Alameda County housing, benefits, employment, healthcare, and behavioral health resources; participant confidentiality, HMIS data quality, and documentation requirements.

Working Conditions: Work takes place in business offices, communal shelter environments, and field-based outreach locations. Must be able to bend, sit, and stand for prolonged periods of time; and to navigate stairs and various terrain depending on work site location. While performing the duties of this job, the employee may work occasionally outside weather conditions. Must be able to lift 40lbs on occasion. Must be able to perform essential duties with or without reasonable accommodation. The noise level may range from moderate to loud.

Transportation / Driving Requirements: Employees in this position must possess and maintain a valid California Driver’s License and an acceptable driving record. Driving is an essential function of this role and includes transporting clients using company vehicles, which may include 8–10 passenger vans and travel regularly between Oakland, Hayward, and community locations throughout Alameda County to complete programmatic responsibilities.

As a condition of employment, employees assigned driving responsibilities must provide proof of a valid driver’s license and a satisfactory Department of Motor Vehicles (DMV) driving record.

If an employee is required to use a personal vehicle for work-related travel, including attending off-site meetings or appointments with clients or staff, the employee must maintain and provide proof of valid automobile insurance in accordance with applicable law and company policy.

Schedule: Full-time (40 hours per week), in-person position with regular work at both HRC locations and community sites. Schedule must support evening and weekend services. Current contracted drop-in hours at both locations are Sunday through Thursday, 12:30 pm–7:30 pm. Additional hours may be required to support 24/7 shelter operations, preparations activities, participant needs, staff coverage, trainings, and meetings.

Supervisory Duties: Supervise assigned HRC staff, including Coordinated Entry Outreach Service Coordinators/Case Managers and the Data Coordinator/CES Matcher. Coordinate with the Project Director on staffing, performance, service delivery, and program compliance.

Equipment Used: Computers, HMIS and other client data systems, word processing and spreadsheet software, email, telephones, printer/copy equipment, and other equipment needed for program operations.

Covenant House California is an Equal Opportunity Employer.