Engagement Manager
POSITION: Engagement Manager
DIVISION: Programs –Engagement
LOCATION: North Hollywood, CA
HIRING RATE: $67,697/annually
SUMMARY OF THE ORGANIZATION
LA Family Housing is a leader in homeless services and affordable housing development in Los Angeles. We believe that everyone deserves the dignity of a home and we are invested in innovative solutions to ensure their long-term stability. With over 35 years of experience, we know what works to end homelessness in people’s lives: an individualized approach that combines housing options with supportive services. Our commitment to best practice impacts 11,000+ people each year, and our community-based approach allows us to influence how homelessness is addressed in Los Angeles and nationwide. Our growing portfolio of 26+ properties enables vulnerable groups access to permanent homes, and our services help them overcome their barriers to overall well-being.
We take tremendous pride in the emergence of our staff as national leaders in innovation, best practices, and policy within housing production and homeless services. From presenting at national conferences to facilitating service collaboration among providers in other regions, we equip our industry to effectively respond to homelessness and ultimately move more people home, together. Join the fight to end homelessness and make a difference in people’s lives at LA Family Housing!
SUMMARY OF RESPONSIBILITIES
The screening/diversion Engagement Manager is responsible for the oversight of all eligibility screening and diversion of households for CES. The role focuses on supervision of the screening and diversion teams, providing support to Engagement Coordinators in both the Individual Service Center (ISC) and the Family Solution Center (FSC). The screening team is responsible for receiving referrals for CES, screening for eligibility, attempting to divert households, and completing referrals/warm hand-offs for both families and single adults. The diversion team receives referrals from the screening team for households requiring more intensive services to complete diversion practices. Both the screening and diversion team communicate with CES intake teams, as well as other support services in order to prioritize households for programs. The Engagement Manager will ensure proper documentation, contractual occupancy and enrollment rates, and statistics are maintained and accurately reported in both the internal database as well as in the Homeless Management Information System (HMIS). The Engagement Manager will perform a variety of skilled administrative duties directly related to program management activities, including the generation of reports for both in-house and funding entities, as well as monitoring to ensure that the needed number of persons are being enrolled to keep programs at full capacity. The Engagement Manager will work closely with other program managers of the outreach and housing navigation teams to ensure seamless service connection for program participants.
SPECIFIC DUTIES
- Responsible for the overall service provision of the CES screening and diversion processes, which includes excellent customer service and orientation to agency programs serving single adults and/or families
- Provides supervision and guidance to screening and diversion teams when working with persons in crisis or experiencing symptoms of mental and/or physical illness
- Creates and maintains effective systems of tracking the assessment, enrollment, and diversion of homeless persons seeking services into a multitude of programs
- Oversees the preparation of program participant soft files
- Oversees the ISC and the FSC daily operations
- Maintains program participant information in appropriate rosters and trackers. Must be able to utilize excel spreadsheets for the completion of back-up documentation of the data entry into the HMIS system
- Works closely with the Data department to prepare monthly, quarterly, and annual reports for program(s) and contracting agencies
- Regularly liaise with Quality Assurance department to comply with requests for program data, coordinate completion of all reports, and participate in preparation for program/contract audits as needed
- Coordinates engagement and intake activities as assigned by supervisor
- Responsible for addressing staff performance issues with program, and preparing annual staff evaluations
- Attends regular staff and agency meetings; Represents the agency/program in community meetings, as well as to potential donors and volunteers
- Drive personal vehicle in and around Los Angeles County and drive agency vehicles periodically to transport clients
- Additional tasks, projects, and responsibilities as assigned by supervisor
MINIMUM QUALIFICATIONS
KNOWLEDGE AND SKILLS
- Passion for ending homelessness
- Exercise independent judgment and leadership abilities, including ability to make sound decisions
- Understanding of the Coordinated Entry System (CES) and its overarching goal of achieving “functional zero”
- Social Service or non-profit management experience with ability to work with limited supervision
- Extensive knowledge of issues facing homeless single adults and families (e.g. chronic health, substance abuse, mental health, domestic abuse, resources for undocumented persons)
- Supervisorial experience required
- Extremely detail-oriented; ability to manage and comply with a variety of program requirements
- Strong and mature communicator; must be able to work closely and effectively with other department managers to achieve program goals and excellent service delivery
- Excellent written and verbal communication and interpersonal skills
- Ability to be flexible and work in an environment subject to ongoing change
- Excellent organizational skills and ability to follow through from beginning to end on tasks and projects
- Bilingual (English/Spanish) preferred
- HMIS Experience highly preferred
- Maintain and execute confidential information according to HIPAA standards
- Obtain and maintain CPR/First Aid Certification
- Ability to pass post-offer Tuberculosis (TB) clearances
- Travel is a regular duty for this position and is required 30% of the time
- Use of a personal vehicle to travel between worksites and other locations is required
- Must have and maintain a valid California Driver’s License and insurance in good standing
- Ability to work a 9/80 work schedule
EDUCATION AND EXPERIENCE
- Bachelor’s Degree in Social Work, Marriage Family Therapy, or a related field required; Master’s degree preferred. Years of experience may be substituted for educational requirement.
- Five (5) years’ experience working in social services; homeless services experience preferred
- At least two (2) years’ experience in a supervisory role
WHAT WE OFFER
Health & Insurance
- Blue Shield of California Health options: TRIO Medical, SAVENET Medical, FULL Medical and PPO Medical • Kaiser HMO Plan (fully paid for by LAFH)
- Dental options: Delta Dental PPO and Delta Dental DHMO (DHMO-fully paid for by LAFH)
- Vision option: Humana (fully paid for by LAFH)
- Life options: Fully sponsored by LAFH, Life and Accidental Death and Dismemberment (AD & D) base plan
- Voluntary Life options: several options with Reliance Standard and AFLAC
- Long Term Disability (LTD) option (fully paid for by LAFH)
- Transamerica Policies: Hospital Indemnity, Disability, Accident, and many others
Financial
- Competitive Market Rate Salary
- Public Service Loan Forgiveness Program eligibility by working at LAFH
- Retirement Plan options: 403B or ROTH IRA with a 1% employer contribution
- Education Savings Plan: 529 Education Savings Plan
- AFLAC Flexible Spending Accounts (FSA): Unreimbursed medical and Dependent Care options
- Legal Policy option: AFLAC Legal policy
Vacation & Time Off
- Every other Friday for eligible employee through an alternative workweek schedule (9/80)
- Paid Holiday Benefits (13 Observed Holidays per Year)
- Paid Sick Benefit (12 days, with a self-care provision)
- Paid Vacation Benefit (12 days to start, tenure-based increase)
Leave of Absences
- Family Medical Leave of Absence
- Maternity & Paternity Leave
- Military Leaves
- Jury Duty
Staff Development
- LA Family’s Housing Provision of $750 in a professional staff development fund available to eligible employees
- Two Employee Assistance Programs (fully paid for by LAFH)
- Employee Appreciation Program: Peer-Based Employee of the Month Program with opportunity for two employees to be elected
- Paid clinical hours for eligible employees seeking licensure
- Wellness Initiatives
- Cross Functional Training Opportunities
- Company Sponsored Events
TOTAL REWARDS COMPENSATION PHILOSOPHY
LA Family Housing provides a Total Rewards Compensation Philosophy that includes Comprehensive benefits, Industry leading cash compensation opportunities, Recognition of employee performance, Staff development resources, and Commitment to employee wellness. The salary listed on this job description is reflective of our compensation structure and is a firm amount. Future increases are performance-based.
EQUAL EMPLOYMENT OPPORTUNITY
LAFH is committed and proud to provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, national or ethnic origin, age, disability or status as a veteran.
FAIR CHANCE INITIATIVE
LAFH is in compliance with the Fair Chance Initiative for hiring and will consider qualified applicants with criminal histories.