Program Manager: La Voz & CEOP

About This Position:

The Program Manager: Code Enforcement Outreach (CEOP) & La Voz Latina (La Voz) is responsible for supervising all operations within the CEOP and La Voz programs under the guidance of the Community Organizing Director in accordance with Tenderloin Housing Clinic’s (THC) Mission, Core Values, and Customer Service Philosophy.

The CEOP program improves habitability conditions for residents of apartments and privately-owned SROs in the Tenderloin and South of Market (SOMA) neighborhoods through tenant advocacy, case management, and the facilitation of the residential code enforcement process.

The La Voz Program advocates for housing stability for Latino immigrant residents and families in the Tenderloin, SOMA and Lower Polk neighborhoods. La Voz seeks to improve habitability concerns and prevent tenant displacement through a holistic approach. This program provides culturally competent tenant and immigration information and advocacy, case management, interpretation and support with meeting facilitation, development of community leadership for grassroots outreach, and community building in collaboration with City agencies and other non-profit organizations.

Job Duties:

ESSENTIAL FUNCTIONS
Leadership and Management
• Hire, train, direct, supervise, develop, evaluate, and performance manage the daily activities of staff and volunteers in both CEOP and La Voz programs in accordance with THC policies and directives.
• Conduct regularly scheduled meetings, supervisions, and trainings to motivate staff and volunteers for success, promote team building, create professional and technical skill development, and establish and maintain effective working relationships.
• Ensure staff are aware of and correctly implement all safety rules and regulations, and all policies and procedures.
• Hold staff and volunteers accountable for high levels of performance, team work, and quality customer service.
• Provide leadership, vision, and project direction that engender trust and respect, in coordination with the Director of Community Organizing.
• Participate in the leadership activities of the department’s management team.
• Develop and nurture collaborative relationships with government agencies, other non-profit organization and community-based organizations (CBOs), neighborhood groups, elected officials, landlords, and tenants.
• Stay abreast of services and programs provided by CBOs and government agencies that may benefit the CEOP and La Voz client base.
• Develop and implement neighborhood outreach plans to encourage participation in CEOP and La Voz information workshops.
• Develop and implement a leadership training program for La Voz and CEOP outreach volunteers.
• Identify important neighborhood issues and civic events relevant to the client base and then develop/implement campaigns to engage the clients.
• Work in collaboration with the other programs in the department under the guidance of the Director of Community Organizing.

Administration and Operations
• Work with the Community Organizing Director to foster program development and achieve targeted objectives and outcomes.
• Partner and coordinate with CBOs, government agencies, and other THC departments to meet objectives and ensure comprehensive clients and tenant services.
• Build a sense of community with the client base through social, cultural, or celebratory event(s).
• Respond to all phone messages, client requests, staff requests, and emails as appropriate and in a timely manner.
• Attend all meetings as scheduled and participate in meetings as requested.
• Represent and attend monthly CEOP meetings at the Department of Building Inspections (DBI) as directed.
• Keep informed and stay abreast of San Francisco Building and Habitability Codes, immigration policies and basic tenant rights in order to train staff and effectively advocate on behalf of clients.
• Develop and foster collaborative work environments and provide training to ensure all contractual objectives and community goals are accomplished.
• Maintain appropriate documentation to demonstrate that all contractual requirements are met.
• Work with La Voz and CEOP staff to submit quarterly reports required by the funder, DBI, in a timely and accurate manner.
• Compile and submit monthly reports about La Voz work to the funder, MOHCD, in a timely and accurate manner.
• Facilitate and provide all necessary information and documentation associated with site visits and audits by the funders.
• Maintain CEOP and La Voz Offices including database, file system, office supplies and organization in collaboration with the Organizing Administrative Assistant.
• May be required to work some weekend days as needed to participate in community engagements.

CEOP and La Voz Programs
• Oversee the supervision and collaborate with staff (CEOP Lead Community Organizer and Community Organizer(s) for CEOP and La Voz) to ensure proper client case management, tenants’ rights advocacy, and manning of community walk-in hours or phone inquiries.
• Develop and manage the CEOP and La Voz community outreach volunteer programs through program design, implementation, volunteer identification, and training.
• Develop and manage the community walk-in services at the La Voz office (456 Ellis) and the CEOP office (472 Ellis).
• Develop, manage and delegate the case management and follow-up process performed by staff for clients from phone inquiries or walk-in hours. Proper case management and follow-up includes, but is not limited to:
o On-site inspections,
o Writing letters and making phone calls to landlords /building managers, and/or hotel operators requesting repairs for code violations,
o Collaborating and/or referring cases to DBI, Department of Public Health, and San Francisco Apartment Association,
o Collaborating with and/or making referrals to relevant services offered by CBOs.
o Working with monitoring cases until abatement.
• Organize and facilitate regularly scheduled community meetings to understand the needs of the CEOP and La Voz client base, including grassroots outreach at clients’ residences, as needed.
• Develop, facilitate and delegate community information meetings at the CEOP or La Voz offices as well as online about housing and building codes, tenants’ rights, habitability with the help of staff and/or community partners.
• Ensure the creation multi-lingual forms, flyers, and informational documents, as needed for CEOP and La Voz programs.
• Foster relationships and collaborate with CBOs and other neighborhood groups to participate in community coalitions and improvement campaigns in the Tenderloin, SOMA and Lower Polk.

Requirements:

ESSENTIAL QUALIFICATIONS
• BA/BS degree in related field required.
• Must have a minimum of 1 years of experience training and supervising staff.
• Must have a minimum of 2 years of experience in leading community organizing campaigns required.
• Must read, communicate orally, and write in English and Spanish.
• Must have a strong commitment to social justice.
• Must have experience working effectively with diverse, low-income, immigrant, homeless and/or formerly homeless population.
• Must have experience working with clients with mental health and substance use issues.
• Must have experience working with community coalitions.
• Must have an understanding of the Harm Reduction model.
• Must have a thorough working knowledge of Microsoft Office Suite.
• Must have an ability to produce and analyze reports, and write business correspondence.
• Must have the ability to effectively present information and respond to questions from groups of managers, employees, clients, and the general public.
• Must have an ability to read, understand, apply language, and make independent decisions based on policies, governmental regulations, technical procedures, and contracts.
• Must have demonstrated analytical, critical thinking, and problem-solving skills.
• Must have conflict resolution experience.
• Must have demonstrated customer service skills.
• Must be a proactive self-starter with the ability to take initiative, develop action steps/goals, and follow through on action steps to goal completion.
• Must be able to manage multiple projects with limited guidance in a fast-paced environment and meet strict deadlines with excellent attention to detail.
• Must pass all post-contingency offer background checks, reference checks, and TB screening clearances.
• Experience working with and managing volunteers preferred.
• Experience working in non-profit or public sector preferred.

REQUIRED BEHAVIORAL SKILLS & ABILITIES
• Demonstrates passion, commitment, and behavior that are consistent with THC’s Mission, Core Values, and Customer Service Philosophy.
• Demonstrates exceptional leadership qualities such as maintaining vision, expectations, and energy for positive improvement and results.
• Desires and has the ability to empower direct reports to achieve the agency’s goals and carry out the Mission and Core Values of THC.
• Adapts well to change, and remains professional, respectful, and composed at all times.
• Possesses very high levels of integrity, creditability, dependability, and accountability.
• Establishes and maintains effective and appropriate relationships and boundaries, and communicates with clients, co-workers, and external parties in a manner that fosters respect and trust.
• Exercises good judgment in using and/or keeping information regarding clients, employees, and THC confidential.
• Works well independently, collaboratively, and as a team member.
• Has good time management skills and is punctual to work, THC meetings, and events.
• Refrains from actions that may result in conflict or may be determined as aggressive, threatening, or violent.
• Takes pride in work and performs all assigned duties diligently, efficiently, and effectively.

How to Apply:

Please email your resume and cover letter to employment@thclinic.org.

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