Program Manager

JOB PURPOSE:

The DCM-Program Manager is responsible for the overall program and fiscal oversight of the Endeavors Disaster Case Management Program. The DCM Program Manager is responsible for compliance with grant and contractual requirements, meeting performance objectives and timely reporting goals of the Disaster Case Management program throughout each assigned Region. This position ensures that program staff meets the needs of disaster affected individuals and families.

*Due to the nature of the job and the confidentiality of client information, work-from-home options will not be available for this position.

ESSENTIAL JOB RESPONSIBILITIES:

* Program Leadership & Daily Operations

o Serve as the primary leader responsible for the success of the Disaster Case Management Program, ensuring all staff meet deliverables, maintain compliance with FEMA, state, and organizational standards, and advance the mission of the program.

o Manage the daily operations of assigned staff, overseeing case management services, office procedures, timekeeping, reporting protocols, and compliance with all FEMA-published guidance.

o Lead and inspire the team by setting clear expectations, modeling professionalism, and fostering a culture of accountability, transparency, and collaboration.

* Staff Management & Development

o Work closely with Human Resources and Supervisors to recruit, hire, train, and retain staff that meet program targets and provide high-quality services.

o Supervise Case Managers through quality hiring decisions, training, mentoring, and coaching in trauma-informed care and best practices.

o Monitor performance; provide timely evaluations, constructive feedback, and performance improvement plans as needed.

o Identify staff training needs and equip Supervisors to address them. Provide supplemental training and onboarding support as necessary.

o Supervise Disaster Case Manager Supervisors, providing direct oversight, mentorship, and accountability to ensure quality leadership at the supervisory level.

o Partner with Supervisors to recruit, hire, train, and retain Case Managers that meet program targets and deliver high-quality services.

o Equip Supervisors with tools and guidance to effectively support their teams, including performance monitoring, onboarding, and corrective action plans.

o Conduct regular one-on-one meetings with Supervisors to review caseloads, identify barriers, and ensure consistent application of program policies and FEMA/state guidelines.

o Provide coaching and professional development opportunities to Supervisors, ensuring they are prepared to mentor Case Managers and lead their teams effectively.

* Case Management Quality & Compliance

o Review case files for accuracy, completeness, and compliance, including Individual Recovery Plans (IRPs), Service Plans, case notes, and closures in physical and digital systems.

o Provide case guidance, escalation support, and technical assistance to Case Managers to ensure client-centered, high-quality services.

o Coordinate with the Director to develop, implement, and monitor standard operating procedures (SOPs) for case management.

o Ensure the program team is trained, supported, and motivated to meet deliverables, reporting requirements, and performance outcomes.

* Program Monitoring, Reporting & Evaluation

o Troubleshoot, monitor, and evaluate program procedures and service delivery for continuous quality improvement.

o Develop and prepare statistical reports for internal and external use, including contract compliance, performance objectives, and accreditation standards.

o Ensure timely and accurate completion of all internal reports, quality activity reporting, and required submissions to funders, FEMA, and state partners.

o Meet regularly with senior leadership to review program outcomes, staffing, and service delivery. Provide recommendations for efficiency and quality improvement.

* Community & Partner Collaboration

o Work collaboratively with relief and recovery organizations to facilitate coordinated response and recovery services.

o Secure cooperation and build partnerships with community stakeholders, faith-based organizations, and government agencies to expand resources for survivors.

o Maintain open lines of communication with contracted agencies, client families, and community partners. Convene periodic meetings and provide timely updates.

* Leadership Excellence

o Demonstrate strong leadership by asking critical, forward-looking questions that promote growth and program excellence, such as:

* "How can we improve recovery outcomes for the survivors and families we serve?"

* "What barriers are preventing progress, and how can we remove them?"

* "What resources, coaching, or training do staff need to excel in this program?"

o Participate in FEMA/state trainings, workshops, and professional development opportunities to remain current in best practices.

o Demonstrate exceptional customer service and servant leadership by placing the client first and ensuring all actions align with the mission to "Empower people to build better lives for themselves, their families, and their communities."

* Other Duties

o Perform other responsibilities as assigned in support of program success and organizational needs.

LEADERSHIP PERFORMANCE INDICATORS (KPIs)

Team Retention & Engagement

* Maintain staff retention rate of 90% or higher.

* Conduct quarterly satisfaction surveys with at least 80% positive feedback.

Program Deliverables & Compliance

* Ensure 100% of program deliverables and contractual requirements are met within required timelines.

* Achieve 95% accuracy on case file reviews.

Staff Development & Growth

* Provide minimum of 2 professional development opportunities per quarter for each Case Manager.

* Ensure 100% of staff receive timely performance evaluations and coaching plans.

Leadership Communication & Accountability

* Facilitate bi-weekly team meetings to communicate updates, review progress, and track follow-ups.

* Respond to staff requests for approvals, guidance, or escalations within an average of 48 hours.

Client & Community Impact

* Ensure 100% of clients served have IRPs initiated and updated on time.

* Maintain 85% or higher client satisfaction on professionalism, timeliness, and quality of services.

ESSENTIAL QUALIFICATIONS:

EDUCATION: Bachelor's Degree in social/behavioral health or related field; Master's degree

preferred.

EXPERIENCE: 5+ years' management and supervision experience; supervision of distance

employees a plus. Experience with disaster and emergency services a strong plus.

ATTENDANCE: Must maintain regular and acceptable attendance at such level as is determined in

the employer's sole discretion.

LICENSES: Driver's License with clear record.

VEHICLE: Must have daily use of a vehicle without prior notice. Up to 10% travel within a multi- county region.

OTHER: Must be available and willing to travel to various locations and with such frequency as the business need dictates. Must pass criminal and related background checks. Must be available and willing to work nights, weekends and holidays as required to meet business needs. Must not pose a direct threat or significant risk of substantial harm to the safety or health of himself/herself or others.

Endeavors has a longstanding practice of providing a work environment that is free from all forms of employment discrimination, including harassment, because of race, color, sex, gender, age, religion, national origin, marital status, sexual orientation, gender identity, genetic information, disability, military or veteran status, or any other characteristic protected by law. We recruit, hire, employ, train, promote, and compensate individuals based on job-related qualifications and abilities.

Endeavors also provides reasonable accommodation to qualified individuals with disabilities or based on a sincerely held religious belief, in accordance with applicable laws. If you need to inquire about an accommodation, or need assistance with completing the application process, please email hr@endeavors.org or speak with your recruiter.

Endeavors is dedicated to offering reasonable accommodations for individuals with disabilities. If you are a qualified candidate with a disability and need help submitting your application online, please reach out to us at recruiting@endeavors.org. If you are chosen for an interview, we will provide further details on how to request accommodations for the interview process.