Housing and Hotline Program Manager

Position: Housing and Hotline Program Manager

Scope: To oversee the daily operations of Transitions Family Violence Services hotline, housing, and shelter advocacy. This leadership position provides supervision and support to the Hotline Coordinator and Survivor Advocates while ensuring services are trauma-informed, survivor-centered, equitable, and responsive to community needs. The Housing and Hotline Program Manager provides direct survivor support through crisis intervention, advocacy, safety planning, and case management as needed. This role ensures quality service delivery across the housing and hotline programs, supports staff development and wellness, maintains compliance with agency and funding requirements, and strengthens partnerships with community agencies and service providers.

Essential functions: Essential functions may include but are not limited to the functions listed below.

Program Oversight & Service Delivery

• Oversee daily operations of housing and emergency shelter services; including case management, housing advocacy, rapid rehousing, prevention services, and the 24/7 crisis hotline.
• Ensure all services are delivered using trauma-informed, survivor-centered, empowerment-based, and culturally responsive practices.
• Monitor program effectiveness and service quality to ensure survivors receive timely, compassionate, and appropriate support.
• Develop and implement Transitions Family Violence Services procedures, workflows, and service standards consistent with organizational policies and funding requirements.
• Ensure that all client-related information is maintained accurately and in accordance with agency protocols and confidentiality guidelines.
• Provide direct support and guidance during high-risk or complex client situations, including safety planning and crisis intervention.
• Coordinate with internal programs to ensure continuity of care and comprehensive support for survivors and their families.

Staff Supervision and Development

• Supervise, coach, and support Survivor Advocates, the Hotline Coordinator,
• Interns and volunteers.
• Manage staff scheduling and coverage to ensure continuous operation of the 24/7 crisis hotline and crisis response services.
• Onboard and train staff, interns, and volunteers as needed.
• Conduct regular supervision meetings and professional development activities.
• Foster a supportive and trauma-informed work environment that prioritizes employee wellness, teamwork, and accountability.
• Support staff in managing secondary trauma and compassion fatigue through wellness and resilience practices.
• Participate in ongoing professional development and training.

Housing and Case Management Coordination

• Oversee housing-focused case management services that promote survivor safety, stability, and long-term self-sufficiency.
• Ensure staff assist survivors with housing navigation, landlord advocacy, benefits access, financial assistance, transportation, employment resources, and community referrals.
• Support development and maintenance of partnerships with landlords, housing providers, shelters, and community agencies.
• Represent Transitions Family Violence Services on the various platforms related to housing and housing stabilization (including GVPHV, SCANN, HMIS, etc.) to assist in identifying housing challenges, barriers to rehousing, and ensuring compliance with housing systems by overseeing reports, information, and data.
• Ensure accurate documentation and timely follow-up for all housing and supportive service activities.

Hotline Oversight

• Ensure 24/7 crisis hotline operations are adequately staffed and functioning effectively.
• Monitor hotline response quality, crisis intervention practices, and documentation standards.
• Develop and maintain hotline protocols, emergency procedures, and escalation processes.
• Review crisis response trends and identify opportunities for service improvement.

Data Management and Documentation

• Monitor program data, documentation, and outcomes to ensure accuracy and timely reporting.
• Collaborate with leadership and finance staff to support grant reporting, audits, and monitoring activities.
• Maintain accurate records in case management and data systems in accordance with agency and funder requirements.

Community Collaboration and Advocacy

• Represent the organization in community meetings, coalitions, and coordinated response efforts.
• Participate in community education and outreach efforts related to domestic violence, housing instability, and crisis services.
• Advocate for survivor access to safe and stable housing and supportive services.

Crisis Response and On-Call Support

• Provide leadership and on-call support during crisis situations and emergencies.
• Assist in developing and maintaining emergency response and safety protocols.
• Ensure ethical, timely, and survivor-centered responses during critical incidents.

Educational Requirements:

• Bachelor's Degree in Social Work, Human Services, Psychology or a related field required, Master’s Degree preferred;
• Or 8 years' experience managing community living environments or group homes.
• 5-7 years working with clients in crisis; family violence preferred.
• A minimum of 2 years of supervisory experience.
• Strong knowledge of trauma-informed care, domestic violence dynamics, crisis intervention, and survivor advocacy.

Required Knowledge, Skills and Abilities:

• Must be familiar with Hampton, Newport News, Poquoson and York County community agencies.
• Knowledge and experience working with clients/families in crisis.
• Ability to maintain personal and professional boundaries, ensuring that job performance and attitude reflect the philosophy and vision of Transitions Family Violence Services.
• Ability to work with clients from different backgrounds and cultures.
• Ability to use sound judgment and discretion in working with clients.
• Ability to follow established procedures to maintain client confidentiality for all work conducted on behalf of Transitions.
• Ability to work with colleagues/agency volunteers/interns as a team member.
• Ability to establish and maintain cooperative working relationships with professionals from diverse backgrounds and the ability to develop community contacts for resources.
• Detail oriented & strong organizational skills, with the capacity to develop and ensure accurate and timely follow-up as well as documentation.
• Ability to express yourself orally and in writing in a positive manner that represents Transitions Family Violence Services.
• Ability to produce forms, letters, and presentations using computer software to include Microsoft Word, Excel, and PowerPoint.
• Ability to operate standard office equipment; including desktop computers, laptop, telephone, and fax machine.
• Good driving record, valid driver’s license.
• Criminal records and CPS checks are required.

Terms: This position is 40 hours a week, a non-exempt position and may on occasion include some early evening work. This is a grant-funded position, and requirements are subject to change.

Evaluation: Evaluations will occur on a regular basis. Employees will be evaluated on a six-month basis (informal) and annual (formal) basis. The annual written evaluation will be completed by the Executive Director. Continued employment is subject to employee receiving satisfactory evaluations.

Supervision: This position reports to and receives operational supervision from the Director of Programs and the Executive Director.

Statement of Commitment: Transitions Family Violence Services is committed to providing trauma informed, survivor centered services that promote safety, empowerment, and healing. We are an equal opportunity employer and strongly encourage applicants with diverse backgrounds and lived experiences.

Pay: From $42,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person