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Program Manager

A New Leaf is committed to empowering individuals and enriching communities through transformative services. Our core values—Compassion, Passion for Results, Collaboration, Accountability, Integrity, and Conscientiousness—guide us in creating meaningful, lasting impacts in the communities we serve. 

Job Summary:  

The Program Manager is responsible for the day-to-day operational leadership and management of the H2O Program. Under the direction of the Director of Housing, Shelter & Support Services, this position oversees program operations, supervises Program Supervisors, and ensures services are delivered in compliance with AHCCCS requirements, contractual obligations, and agency standards. The Program Manager serves as the primary operational liaison to network partners, including Solari, AHCCCS, and Health Homes, to support effective collaboration and coordinated service delivery. This position promotes operational excellence, staff development, continuous quality improvement, and positive participant outcomes that support housing stability. 

Responsibilities: 

• Provide day-to-day operational leadership and oversight of the H2O Program to ensure effective, efficient, and compliant service delivery aligned with agency objectives, contractual requirements, and organizational priorities.  
• Supervise Program Supervisors and provide leadership, coaching, guidance, accountability, and support to ensure quality service delivery, employee development, and achievement of program goals.  
• Recruit, hire, onboard, train, develop, and retain program staff in partnership with Human Resources.  
• Monitor program operations, staffing, productivity, participant outcomes, workload distribution, and service delivery to identify trends, address operational challenges, and implement continuous quality improvement initiatives.  
• Ensure appropriate staffing, resource allocation, and workload management to support operational effectiveness and continuity of services.  
• Provide guidance and support to supervisors and staff in resolving complex participant situations, housing stabilization challenges, service delivery issues, and operational concerns.  
• Partner with participants' Health Homes, Health Plans, Network Administrators (Solari/Banner), housing providers, and community partners to promote coordinated service delivery and positive participant outcomes.  
• Collaborate with the H2O Compliance Manager and other leadership to monitor program performance, quality assurance activities, audits, corrective action plans, and compliance with AHCCCS requirements, contractual obligations, agency policies, and regulatory standards. 
• Ensure timely, accurate, and compliant documentation, participant records, operational tracking, reporting, and record retention in accordance with agency policy, contractual requirements, and applicable regulations.  
• Oversee operational processes supporting contracted service billing and invoicing to ensure services are accurately documented and submitted in accordance with funding requirements.  
• Monitor documentation quality, operational performance, compliance indicators, and program outcomes, implementing corrective actions and process improvements as needed.  
• Prepare, analyze, and present operational, compliance, performance, grant, and contractual reports for agency leadership, funders, and regulatory agencies as required.  
• Lead operational preparation for internal and external audits and coordinate implementation of audit findings and corrective action plans.  
• Participate in meetings with agency leadership regarding program operations, compliance requirements, contractual performance, organizational initiatives, and continuous quality improvement efforts.  
• Collaborate with internal departments to support compliance monitoring, operational effectiveness, participant outcomes, and cross-functional initiatives.  
• Coordinate implementation of compliance-related processes, operational changes, and program initiatives within assigned areas of responsibility.  
• Oversee program onboarding, competency development, and ongoing training to ensure employees possess the knowledge and skills necessary to perform their responsibilities effectively. 
• Partner with the Human Resources Compliance and Training Department to ensure employees complete all required onboarding, annual, regulatory, Relias, AHCCCS, and compliance-related training requirements.  
• Collaborate with Program Supervisors to identify training needs and coordinate program-specific education, coaching, and professional development opportunities.  
• Effectively utilize agency technology systems and program data to monitor operational performance, support reporting, and inform decision-making.  
• Represent the H2O Program during meetings, audits, collaborative initiatives, and community partnerships as assigned.  
• Perform other related duties as assigned. 

Qualifications: 

Education: 

• High school diploma required
• Bachelor’s degree in human services preferred
• Bilingual (English/Spanish), preferred. 

Experience: 

• Minimum of three (3) years of progressively responsible leadership experience in behavioral health, housing services, homelessness services, or a related human services environment required.  
• Minimum of two (2) years of direct supervisory experience leading professional staff and/or supervisors required.  
• Experience overseeing program operations, regulatory compliance, quality assurance, and performance management required.  
• Experience administering AHCCCS-funded behavioral health or housing stabilization programs preferred.  
• Experience working with individuals experiencing Serious Mental Illness (SMI), housing instability, homelessness, or other vulnerable populations preferred.  
• Experience in preparing reports, monitoring program performance, and supporting contractual compliance and audits preferred. 

Working Conditions/Physical Requirements: 

• Work is performed in a combination of office, community, and participant-facing environments, with frequent travel required to participant homes, shelters, clinics, provider offices, meetings, and other service locations. 
• Frequent use of a personal or agency vehicle to conduct participant visits, attend meetings, engage community partners, and perform other program-related responsibilities. 
• Ability to perform the essential functions of the position in office, community, and participant-facing environments. 
• Frequent use of computers, phones, and agency technology systems for documentation, reporting, communication, and program oversight. 
• Occasional lifting of up to 25 lbs. for materials, office supplies, or program-related resources. 
• Must be able to maintain confidentiality and professionalism in all interactions. 
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions, in accordance with applicable law. 

Compliance Requirements:       

• Must Be At Least 21 Years of Age  
• Class One Fingerprint Clearance Card 
• Central Registry Background Check 
• Drug Screening 
• Valid Unrestricted Driver’s License  
• Current Auto Liability Insurance  
• 39 Month Motor Vehicle Record  
• Adhere to all organizational policies, including the Code of Conduct, professional standards, and relevant regulations.  

Mandated Reporter Requirements: 

• As a mandated reporter under Arizona statute A.R.S. § 13-3620 and (A.R.S.) § 46-454, you are required to immediately report any suspected abuse or neglect of a minor or vulnerable adult to your Supervisor, Manager, Director, or Chief Officer as applicable, who will assist in making the appropriate report to authorities. 
• Under Arizona Revised Statute (A.R.S.) § 46-454, mandated professionals must immediately report suspected abuse, neglect, or exploitation of a "vulnerable adult" to Adult Protective Services (APS) or law enforcement. 
• Reports should be directed to either the local law enforcement agency or child protective services (1-888-SOS-CHILD). Abuse suspected of involving a family member or legal guardian should be reported to child protective services, while other cases should be reported to law enforcement. 

Responsible to: Director of Housing, Shelter & Support Services 

Supervisory Responsibilities: Program Supervisors

We appreciate your interest in our organization. We consider applicants for all positions without regard to race, religion, color, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status. 

A New Leaf is an at-will employer. Any offer of employment with A New Leaf is contingent upon a successful consumer report, which includes verification of employment, education, criminal background search, and driving records. 

A New Leaf is an Equal Employment Opportunity Employer and participates in the E-Verify program.  

BENEFITS PACKAGE: 

All of our employees enjoy the following benefits: direct deposit, competitive pay, accrued sick time, Employee Assistance Program (EAP), an annual team member appreciation event, and an informal yet professional team environment. 

For full-time employees, we also provide the following as part of the total compensation plan: Medical/Dental/Vision Coverage, Accrued Sick and Vacation Time, Paid Holidays, Life Insurance, AD&D, Short-Term Disability, 401(K), Tuition Reimbursement, and a Wellness Program. This program has received a Silver Level of excellence in worksite wellness and includes Annual Biometrics, Gym Reimbursements, Wellness Initiatives, Workers Compensation improvements, and much more.