Harm Reduction Program Operations Manager

The Program Operations Manager is second in charge of Harm Reduction operations and shares responsibility for all operations of the Harm Reduction Division. The Program Operations Manager is directly responsible for day-to-day oversight of the program coordinators for the Gladys Ray Shelter, Mobile Outreach, Street Outreach, Withdrawal Management, and harm reduction specialist positions and the program areas under those positions. The Program Operations Manager reports to the Director of Harm Reduction and is able to share some responsibility and duties to support the Director position as well as serve as support for staff.

The Harm Reduction Programs division works collaboratively to provide services and is committed to working with the most vulnerable individuals in our community. Services include low barrier shelter for adults experiencing homelessness, non-medical withdrawal management, engagement and outreach.  As part of our efforts to improve outcomes for the people serve, we are committed to working with community partners and city resources to develop clear goals focused on diversity, equity and inclusion. We will collaborate with community partners, program participants, and our staff members to identify and address the ways that systemic racism and other forms of bias contribute to disparities in health outcomes.

PRIMARY RESPONSIBILITIES:

The Program Operations Manager is responsible for four Program Coordinator positions, along with the Harm Reduction Specialist position, and the direct oversight of those program areas. Responsibilities include assisting the Director with data collection, coalition and outreach activities, as well as completing funding proposals as appropriate. This position is second in charge within the Harm Reduction structure.   

Essential Duties and Responsibilities: 

1. Assists the Director in maintaining safe and supervised program environments; facilitates the efficient and effective operation of programs on a day-to-day basis
   1. Assists with development and implementation of goals and objectives for programs to ensure effective management of services, resources, and facilities;
   2. Communicates, complies with, and enforces all program requirements, policies, and procedures;
   3. Focus on building relationships with staff and program participants; this includes but is not limited to meeting basic needs, identifying additional needs based on their current situation, being available to answer questions, and assisting with problem solving, while demonstrating empathy and acceptance;
   4. Utilizes strategies consistent with industry models such as the Harm Reduction model when working with program participants; effectively manages crisis and conflict situations;
   5. Responds to concerns of staff, participants, city officials, neighborhood residents, and the community; determines appropriate resolutions in order to maintain a positive community image for the Harm Reduction programs and the City;
   6. Completes required training and developmental activities, including continuous learning about issues regarding homelessness, availability of social support systems;
   7. Manages and monitors all program supplies, and identify resource needs. 
2. Assists the Director in policy review, development and implementation including safety and security policies and procedures as well as guidelines for referrals to other providers. 
   1. Reviews current program policies on a regular basis and recommends any necessary changes;
   2. Provides input in the development of new policies and procedures;
   3. Assists the Director in implementing operating policies, procedures and programs to ensure successful provision of all services.  
3. Responsible for monitoring compliance in required data collection and entry processes, data quality management, data reporting and participating in analysis. 
   1. Maintains current information on participants, working with the Harm Reduction Billing and Coding position to update the system on an on-going basis and in a timely manner;
   2. Coordinates with the appropriate personnel to ensure the  programs are complying with standards and procedures as defined by program requirements.
4. Using independent judgment provides supervision and leadership to assigned department personnel under the span of control.  
   1. Participates in decisions on matters of hiring, transfer, suspension, lay off, recall, promotion, discharge, assignment, reward, adjusting grievances or disciplining employees under the span of control;
   2. Sets goals and objectives for others to work towards and monitors performance;
   3. Assists the Director in creating and maintaining a positive work environment and fostering effective performance of staff;
   4. Conducts ongoing feedback, coaching, mentoring, and timely formal reviews of performance for assigned employees;
   5. Provides training and work direction, ensuring the employee knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
   6. Plans the work schedule to meet department demands and to limit overtime costs to reasonable and necessary levels while ensuring essential staff coverage in accordance with scheduling criteria as defined in program policy;
   7. Encourages employee growth and development by providing or encouraging learning opportunities; 
   8. Assesses staff development needs and directs the provision of staff training;
   9. Participates in decisions regarding the content of jobs and the number of staff within the functional areas under the span of control.
   10. Greets volunteers and offers support of their efforts as well as supervision and assistance as needed.
5. Assists the Director with management of the department budget.
   1. Assists the Director in budget planning by analyzing past expenditures and expected needs, Works to ensure the most cost effective alternatives are identified when planning for expenditures such as staffing and purchasing supplies.
   2. Assists the Director in seeking grant funds for department purposes and works with Fargo Cass Public Health  staff to account for grant fund uses.
6. Communicates courteously and professionally and maintains working relationships with others in carrying out job functions.
   1. Conveys accurate information and/or representation of the mission of Harm Reduction programs, and educates the general public on related issues.
   2. Interaction with the public, vendors or across departments occasionally includes negotiations involving convincing the other party to do something to achieve a basic work related objective;
   3. Communications include responsibility for maintaining relationships that are key to the operation and sustainability of the programs;
   4. Continuously develops understanding and knowledge of area resources in order to refer and connect participants to services;
   5. Maintains strong connections with other social service agencies, healthcare providers and public safety in order to provide appropriate referrals and obtain services;
   6. Performs community education and outreach in order to foster strong relationships and support for program mission;
   7. Plans and carries out communications at a level that can impact the morale and performance of program staff members;
7. Assists with maintaining facility compliance with all federal, state, and local laws and regulations.
   1. Maintains current knowledge of standards and codes relating to program operations;
   2. Works with city staff to coordinate maintenance of the facilities.
   3. Monitors care and operation of all program vehicles.
8. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
   1. Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
   2. Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
   3. Uses protective measures when administering first aid to clients or searching persons or their belongings;
   4. Ensures that others in the shelter use proper protective equipment;
   5. When potentially unsafe conditions are observed makes efforts to avoid or correct them if they are controllable, seeking outside assistance as needed.
9. Performs other duties and activities as assigned.

MINIMUM QUALIFICATIONS:

The job requires a bachelors’ degree in social work, human services, counseling, or related field or a minimum of five years of experience administering and/or providing programming for substance abuse, mental health, or homelessness, or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. The job requires a valid driver’s license.

Knowledge, skills and ability include:

• Ability to communicate effectively in both verbal and written forms, and have strong public relations skills;
• Knowledge of governmental administrative practices including budgeting, purchasing and policy formulation;
• Knowledge of local, state and federal laws, regulations and codes relating to social service activities;
• Knowledge of human resource management practices such as training, discipline, delegation, etc.;
• Ability to select competent personnel and to train them to perform their duties in an effective and efficient manner;
• Ability to supervise personnel in a manner conducive to efficient performance and high morale;
• Ability to establish and maintain effective working relationships with others;
• Commitment to maintaining confidentiality and appropriate boundaries;
• Commitment to developing cultural competencies and respect for diversity and the differences between people and groups;
• Ability to use Microsoft Office applications. Ability to multi-task, prioritize, organize, and manage time effectively;
• Ability to respond to the scheduling needs of the programs both in the capacity of the Program Operations Manager and as the delegate for the Director in their absence, and also as a Harm Reduction Advocate if necessary due to staffing demands for essential staff.

PHYSICAL DEMANDS:

Physical Demands & Working Conditions:

Medium Work: Most work is performed in settings where program activity is carried out. Work is generally medium with considerable variety. Daily work often involves moving between facilities and traveling to local meetings or to obtain supplies. Daily driving is required. The job may involve dealing with and calming individuals who are emotionally charged over an issue or have behaviors associated with substance abuse or mental health. Frequently there is a requirement to actively participate in day-to-day maintenance and operations activities. There may be intermittent exposure to disagreeable working conditions associated with guest behavior, illness or hygiene. 

Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities. 

Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently. 

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The City Administrator retains the discretion to add duties or change the duties of this position in coordination with the Director of Harm Reduction.