Program Manager, Integrated Services (Bilingual)

The Mission Neighborhood Health Center (MNHC) is a non-profit, multi-site community health organization offering comprehensive health services in the Mission and Excelsior Districts of San Francisco.  The center offers primary health care services, adult medicine, pediatrics, family planning, OB/GYN, HIV and homeless services. We advocate for health equity and deliver innovative, high-quality services responsive to the neighborhoods and diverse communities we serve.

We are seeking a candidate for our Program Manager, Integrated Services position at MNHC's Resource Center. This position reports to the Program Director and is a regular, full Time, exempt role with a salary range of $92,208 to $101,490 with full benefits. 

Primary Objective:
The Program Manager, Integrated Services, is responsible for the provision of MNRC’s harm-reduction drop-in services, including day-to-day operations of the drop-in area and training, mentoring, and support of the Peer Service Advocates. The Program Manager, Integrated Services, works with the Program Director and the MNRC Management Team to plan, implement, and lead the effective integration of all MNRC services (social services, primary care, and clinical support) and the overall functioning of the center.

Essential Functions & Responsibilities:

• Oversee day-to-day operations of drop-in center services which are available to community members Mondays through Saturdays. (The Manager will alternate on Saturdays)
• Collaborate with the Peer Service Advocates to support daily operations, assist with de-escalation when needed, and maintain high-quality customer service while fostering a welcoming, harm-reduction environment for community members and patients.
• Train, mentor, and supervise Peer Service Advocates to ensure effective support and engagement in the drop-in area. With the support of the Service Coordinators, prepare and maintain the Peer Service Advocate staff schedule to ensure consistent coverage and participation in relevant MNRC services and activities.
• In coordination with the Program Director and Service Coordinators, organize regular team meetings
• Provide individual supervision to Peer Service Advocates.
• Support the Peer Service Advocates in educating community members about MNRC community expectations, and when warranted, enforcing these expectations in coordination with the Program Director.
• Assist the Program Director in developing and implementing clear engagement guidelines and help document incidents properly according to agency guidelines to ensure a safe environment, the mitigation of risk, and consistency in enforcement mechanisms.
• Train and supervise Peer Service Advocates to navigate the shelter reservation system effectively and ensure they stay up to date with relevant information.
• Attend MNRC management team meetings, MNHC leadership team meetings, and the health center’s Emergency Preparedness and Safety meetings.
• Attend program and agency-wide staff meetings, as well as MNRC clinical coordination meetings.
• Participate with the Program Director in community and neighborhood meetings.
• Participate with the Program Director in monthly meetings hosted by the San Francisco Department of Homelessness and Supportive Housing (HSH).
• Supervise Peer Service Advocates (PSAs) to assess community member needs and report equipment malfunctions or building maintenance issues to the Program Director.
• Collaborate with the Program Director to develop, maintain, and improve, when needed, the tracking systems for all services at the Resource Center.
• Assist in generating daily, weekly, and monthly service and utilization reports.
• Assist the Program Director in tracking budget expenditures for the support services contract with the City.
• Responsible for ordering and stocking program supplies for drop-in services. Seek and coordinate donations of program supplies when appropriate.
• Maintain cleanliness of all areas within and in front of the Resource Center and program supply storage areas.
• Manage daily mail distribution system and maintain the locker tracking spreadsheet. Ensure proper documentation and oversee the disposal of property from lockers.
• Other duties assigned by supervisor.

• Maintain a respectful, diverse, and inclusive work environment where decisions and transactions are transparent and objective.
• Hold themselves, their staff, and their department/site accountable for their actions.

• Mobilize staff/teams, building momentum to get things done by communicating clearly and consistently.
• Use negotiation skills and adaptability to encourage recognition of joint concerns and collaboration to influence successful outcomes.

QUALIFICATIONS

• Bachelor’s degree required; Master’s degree preferred. At least two years of experience working with homeless and dually diagnosed populations, as well as day laborers and Latino immigrants
• At least two years of staff supervision experience required.
• Experience in mentoring, training, and working with front line staff.
• Bilingual English/Spanish required.
• Attention to detail and excellent organizational skills.
• Working knowledge of the Harm Reduction model.
• Proven ability to manage conflict using trauma-informed practices, including prevention strategies, resolution skills, and de-escalation techniques.
• Thrive in a demanding environment by fostering teamwork and maintaining an open, collaborative attitude with direct reports, colleagues, and supervisors.
• Ability to work a flexible schedule including Saturdays.
• Advanced knowledge of Microsoft Word and Excel is required.

• • Minimum of 2 years of experience supervising front-line staff that serve homeless individuals and coordinating program services.
  • Demonstrated leadership ability, team management, and people skills.
  • Expertise in homeless health issues and services.
  • Experience in conflict resolution and de-escalation techniques.
  • Bilingual English/Spanish required.

• • Excellent verbal and writing skills.
  • Ability to work professionally and ethically within multi-cultural settings, maintaining confidentiality and privacy.
  • Sensitivity to homeless adults and families and LGBTQ+ issues.
  • Experience with Health Information Systems, health data collection management and analysis, and Quality Improvement strategies preferred.

Physical Demands:

• The employee is required to sit approximately 40% of the time, walk 40%, and stand 20%.
• Frequent use of hands and fingers to type or manage objects.
• Occasionally lift and/or move up to 10 pounds.
• Required to reach with hands and arms, speak, and listen frequently.
• Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

As a condition of employment, all candidates are required to provide documentation of current immunizations, including COVID-19 and TB test results valid within the last two (2) years must be submitted before the start date, as well as MMR immunization. Failure to provide this documentation may result in a delayed start or withdrawal of the job offer.

• Employee incentive program of up to $4,000 every year
• Annual 4% COLA increase
• 401(k) retirement savings plan includes a company contribution
• Vacation: 2 weeks annually (increases to 3 weeks after 5 years, and 4 weeks after 8 years)
• Paid educational leave: 40 hours annually
• Medical insurance: zero out-of-pocket expense under the base plan
• Dental and vision insurance provided at no cost to the employee
• Life insurance includes a free basic policy with an optional voluntary plan
• Paid time off includes 12 paid holidays, a birthday holiday, two floating holidays and 12 sick days per year
• Flexible spending accounts for health and dependent care expenses
• Commuter benefits

Mission Neighborhood Health Center is an Equal Employment Opportunity employer committed to fostering an inclusive environment for our diverse workforce. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment for qualified applicants with arrest and conviction records.