DHRC Program Manager

THE ORGANIZATION

The Just One Project's mission is to increase access to food, resources, and supportive services to build a stronger, healthier, and more connected community. The Just One Project has a culture of attracting the most passionate and talented people to represent The Just One Project by reinforcing strong values, work-life balance, and diversity. We know that our company culture ultimately affects client experience. Every program is designed with our clients in mind; we are "client-centric."

JOB PURPOSE

The DHRC Manager oversees all aspects of client service delivery and case management operations at the Dolores Huerta Resource Center (DHRC). This role is responsible for leading a team of case managers and administrative staff to provide client-centered, trauma-informed services focused on stability, workforce development, and long-term self-sufficiency. This position ensures that high standards are met across client engagement, documentation, service plans, and program outcomes, while also supervising and coaching staff, managing daily operations, and ensuring compliance with agency policies and funder requirements.

RESPONSIBILITIES

Leadership & Supervision

• Supervise a team of case managers and support staff, ensuring consistent quality and adherence to service delivery standards.
• Provide mentorship, coaching, and performance evaluations for team members, cultivating a culture of accountability and professional growth.
• Lead weekly team meetings focused on case conferencing, training, and operational updates.
• Serve as the primary escalation point for high-risk or complex cases, supporting staff in crisis intervention and service planning.
• Collaborate with the Leadership Team to align center operations with organizational goals and client needs.

Case Management

• Ensure the delivery of high-quality, goal-oriented case management, rooted in best practices and client empowerment.
• Review and approve Individualized Service Plans (ISPs) monthly; ensure plans are data-driven, realistic, and progress-monitored.
• Conduct monthly audits of case files and program data in Salesforce, ensuring compliance, accuracy, and data integrity.
• Monitor caseload distribution and adjust assignments to promote staff capacity and service efficiency.
• Guide case managers in navigating barriers to client engagement and retention, including behavioral health, housing, employment, and benefits access.

Program Operations & Administration

• Develop and update program handbooks, SOPs, and documentation protocols to support consistent and high-quality service delivery.
• Support fiscal and grant compliance by monitoring expenditures and program activity against budgetary requirements.
• Track program performance metrics and report outcomes to the Director of DHRC.
• Promote a trauma-informed, welcoming, and equitable center culture for all clients, volunteers, and staff.
• Ensure timely and complete documentation of all service interactions and case notes in Salesforce within 1 business day of contact.

Client & Community Engagement

• Promote wraparound service awareness and cross-departmental referrals.
• Mediate conflicts and address client grievances with sensitivity and fairness.
• Collaborate with the Community Outreach Manager and the Director of DHRC to recruit and retain service partners who address client barriers.
• Provide direct support when needed, including conducting client assessments, referrals, and ISP updates.
• Any other job duties as assigned.

EDUCATION AND EXPERIENCE

• Bachelor's degree in Social Work, Human Services, or a related field, or an equivalent combination of education and relevant work experience (required)
• 3+ years of experience in nonprofit organizations (required)
• 3+ years of experience in case management. (required)
• 3+ years of professional management experience, including direct reports, staff development and performance oversight.(required)
• Experience working directly with diverse populations, including vulnerable or at-risk individuals.
• Relevant certifications in case management and conflict resolution

KEY COMPETENCIES AND SKILLS

• Commitment to diversity, equity, inclusion, and the core values of The Just One Project (Respect, Integrity, Innovation, Compassion).
• Strong leadership, planning, and analytical skills.
• Excellent verbal and written communication.
• Exceptional organizational and time management abilities.
• Strong interpersonal skills with the ability to engage diverse groups.
• Ability to work in a fast-paced environment, managing multiple priorities.
• Strong problem-solving and conflict resolution skills.
• Proficiency in Microsoft Office (Word, Excel), Google Workspace (Docs, Drive, Email).
• Commitment to understanding and addressing client needs while fostering trust and empowerment toward self-reliance.
• Builds and maintains productive relationships with community partners to enhance service delivery.
• Skilled in identifying challenges, developing creative solutions, and adapting strategies to improve outcomes.
• Ensures accuracy in documentation, reporting, and program compliance.
• Proficient in client management systems for documenting case notes, tracking referrals, and maintaining compliance.
• Experienced in compiling, auditing, and submitting reports to measure program success.
• Knowledgeable in community resources for addressing barriers and providing referrals.
• Skilled in mediation techniques for resolving disputes and achieving positive outcomes.
• Capable of developing and delivering training materials, facilitating groups, and coaching clients and staff.

ADDITIONAL INFORMATION

• Must possess valid unrestricted driver's license and reliable transportation
• Must possess or be willing to obtain a valid Food Handlers Card

WORK SCHEDULE AND EXPECTATIONS

• This position is full time, requiring approximately 40 hours per week
• Standard work schedule is Monday through Saturday, 12:00 p.m. to 8:00 p.m., with a rotating schedule to ensure no more than five workdays per week.
• This role is classified as exempt under the Fair Labor Standards Act