Veteran Services Program Manager

Veteran Services Program ManagerLocation: InteCare Administrative Offices, Indianapolis, IndianaReports To: Veteran and Grant Services DirectorSupervises: Assigned SSVF program staff and/or contracted program teams as designated by the Veteran and Grant Services Director.This is Full-Time, Salaried, Exempt, Staff PositionJob Summary:This is a middle management position with direct responsibilities key to the success of the InteCare SSVF Program to ensure Veterans and their families obtain and maintain permanent housing. The Veteran Services Program Manager is responsible for training new team members and providing ongoing direction and assistance to SSVF staff.Scope of Role/Principal Responsibilities:The following responsibilities include, but are not limited to:Program Management Assignment: Veteran Services Program Managers share responsibility for the successful operation, performance, and compliance of the SSVF program. Individual Program Managers may be assigned a primary geographic, operational, or programmatic area of responsibility based on organizational needs. Assignments may include oversight of Indianapolis-based direct services, Balance of State operations, subcontractor or partner performance, statewide program implementation, or other designated program functions.Regardless of primary assignment, Program Managers are expected to collaborate closely, maintain consistent program standards across all service areas, provide cross-coverage when needed, and support overall SSVF performance and grant compliance.Key Responsibilities:Program & Staff ManagementResponsible for the evaluation, training, and oversight of subordinate positions.Supervise, mentor, and train SSVF staff, including onboarding new team membersProvide one to one supervision to direct reports and document according to agency standards.Ensure all client enrollments, exits, and program activities comply with SSVF policies and standardsMaintain confidentiality of all program participantsResponsible for maintaining oversight of caseload trackers and workload weights to ensure accurate caseload management, appropriate staff capacity, and alignment with established productivity and performance expectations. Managers will routinely monitor caseload levels, address variances, and implement timely corrective actions to maintain operational efficiency and meet program targets.Responsible for approving all client exits completed by direct reports, ensuring documentation accuracy, policy compliance, and proper completion of the program exit checklist prior to final approval.Demonstrates and upholds InteCare's mission, values, and organizational culture in all interactions; serves as a professional role model for staff and partners.Assist with agenda development and presentation at agency and SSVF Team Meetings.Meet regularly with subcontractor teams and supervisors to review performance and provide guidanceManage submission and follow-up of corrective action plans as neededGrant & Compliance OversightAssist Veteran and Grant Services Director with monitoring program performance and implement corrective solutions when metrics are not met.Assist the Veteran and Grant Services Director with incident, complaint, and critical reportsSupport development, updates, and implementation of program policies, procedures, and required documentationEnsure program databases and HMIS systems are accurate and up to dateCoordinate with subcontractors, vendors, and partner organizations to enhance program outcomesProgram OperationsEvaluate and maintain participant files, financial statements, and other required documentationDevelop and implement forms, marketing materials, and program documents, updating as neededAssist with meeting agendas, presentations, and team communicationsRepresent the program at community events and maintain strong stakeholder relationships.Oversee special projects and continuous improvement initiativesSecondary DutiesSupport direct service training and ongoing staff developmentAssist with initial review of client enrollment and TFA documentation as neededProvide additional support to the Veteran and Grant Services Director as requestedOther duties as neededRequired Education, Training, and Professional Licenses & Credentials:Bachelor's degree in social work, health care, mental health care, health-care administration related field preferred. Supervisory experience in leading individuals/teams required. Minimum three years of experience in adult case management or mental health care requiredRequired or Preferred Prior Work Experience:Strong leadership, organizational and communication skills required. Veteran discharged with anything other than a dishonorable discharge is preferred.

Experience working with Veterans preferred.Expected Requirements, Competencies & Skills:Must have Valid Indiana Driver's License and reliable transportation.Must have excellent interpersonal and oral communication skills.Must have good written communication skills.Excellent computer skills including proficiency with Microsoft Office applications including Microsoft Word, Microsoft Excel, Microsoft Outlook & Microsoft TeamsMust be proficient with the use of databases and Homeless Management Information System (HMIS)Must be proficient in use of cell phones and other applicable electronic equipment such as iPhone, iPad, scanner, and copier.Excellent organization, time, and task priority management skillsStrong facilitation and training experience preferredAbility to use social media and other digital communication toolsWorking Conditions:Hybrid position with regular in-office, community, and remote work expectations based on assigned responsibilities.Regular travel within the assigned service area is required. Travel frequency will vary based on geographic and programmatic assignment.Program Managers assigned statewide or Balance of State responsibilities should expect regular travel throughout InteCare's SSVF service area, including travel between Indianapolis, Terre Haute, and other communities as needed.Program Managers assigned primarily to Indianapolis operations should expect regular local travel between InteCare offices, the Veteran Service Center, community locations, and partner sites, with periodic travel to other SSVF service areas.Occasional overnight travel may be required for trainings, conferences, meetings, or other program needs.Physical Demands:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this Job, the employee is required toSit/stand at a computer during the workdayWalk/access as required to office equipment and community locationsParticipate in video conferencing, in person meetings and phone conversations including talking, hearing and viewing documents shared during these meetings.Occasionally lift and/or move up to 10 pounds.Work Environment:Telecommuting is an option for work as approved by supervisorThe noise level in the work environment is usually moderate