Program Manager (STAR)

Job Title:
Manager

Job Status:
Regular Full Time, Salaried

FLSA:
Exempt

Reports to: Director

Job Summary/Purpose:

The Manager provides leadership, supervision, and operational oversight for program staff, exercising independent judgment and discretion in managing daily activities and ensuring alignment with organizational goals and performance standards. This role contributes to strategic planning, data management, and program reporting, while fostering a collaborative, mission-driven, and equitable work environment.

This program supports the Support Team Assisted Response Program (STAR), that delivers mobile emergency response services to community members experiencing mental health or substance use-related crises. In collaboration with city partners, Servicios de La Raza provides on-site assessment, crisis intervention, de-escalation, and connection to vital resources in response to low-risk calls where no imminent danger is present. Grounded in trauma-informed care and harm reduction, STAR ensures culturally and linguistically responsive support for individuals in moments of crisis.

Job Duties and Key Responsibilities:

• Exercise independent judgment and discretion in supervising, guiding, and supporting program staff

• Assign, delegate, and prioritize tasks and responsibilities to staff while maintaining accountability for program outcomes

• Provide ongoing feedback, coaching, and performance evaluation based on established program metrics and organizational policies

• Maintain accurate programmatic records, client records, and outcome documentation

• Oversee collection, management, and analysis of program data to inform internal reporting and contribute to external grant reporting requirements

• Support the Director in preparation of reports for funders, executive leadership, board of directors, and other stakeholders

• Identify operational challenges and implement corrective actions or process improvements

• Participate in the development of program policies, procedures, and best practices

• Ensure program activities comply with internal policies, state/federal regulations, and funder requirements

• Represent the program in internal leadership meetings and external community events

• Analyze program data to identify trends, inform decision-making, and support continuous improvement

• Contribute to long-term strategic planning, including goal setting, program expansion, or enhancement initiatives

• Deliver direct client services on an as-needed basis to support program goals, address high-need cases, or maintain alignment with funder requirements

• Foster a positive, mission-driven, equitable, and collaborative team environment

• All members of the SDLR workforce are expected to support the agency’s community outreach, civic engagement, and recruitment efforts

• Support the agency’s fundraising objectives, which may include tasks such as active fundraising, grant development, solicitation of donations, agency ambassadorship, and informational outreach, and public speaking

• Commitment to and experience with equity, cultural relevance, diversity, social justice, and disparity reduction practices with persons of color, agencies of color, and underserved communities.

• Ability to establish and maintain effective working relationships with clients, co-workers, agency partners, and the public

• Other duties as assigned

Required Education, experience and Credentialing:

• Bachelor’s degree in human services, psychology, social work, public health, or related field

• At least two years of experience in the non-profit sector preferred
• Full professional proficiency in Spanish is required.

Key Competencies:

• COACHING & DEVELOPING OTHERS – Providing feedback, instruction, and development guidance to help others excel in their current or future job responsibilities, planning and supporting the development of individual skills and abilities.

• COMPELLING COMMUNICATION - Clearly and succinctly conveying information and ideas to individuals and groups; communicating in a focused and compelling way that captures and holds others’ attention.

• COURAGE – Proactively confronting difficult issues, making valiant choices, and taking bold action in the face of opposition or fear.

• EMOTIONAL INTELLIGENCE – Establishing and sustaining trusting relationships by accurately perceiving and interpreting one’s own and others’ emotions and behavior in the context of the political environment; leveraging insights to effectively manage one’s own responses and reactions.

• EMPOWERMENT & DELEGATION - Sharing authority and responsibilities with others to move decision making and accountability downward through the organization, enable individuals to stretch their capabilities, and accomplish the business unit’s strategic priorities.

• PASSION FOR RESULTS – Driving high standards for individual, team, and organizational accomplishment; tenaciously working to meet or exceed challenging goals; deriving satisfaction from goal achievement and continuous improvement.

• COMPLEXITY – Work assignment is unstructured, and leader is responsible for establishing and directing the vision and objectives of the operation, Duties performed include operational and organizational planning; developing standards, priorities, guidelines, processes, measurement (evaluation) systems; implementation of production and performance management standards; and allocating resources. Work is strategic in nature.

• SUPERVISION - Responsible and accountable for driving strategy and achieving results for operation. Work is reviewed for the attainment of strategic goals, overall service delivery, compliance, and fiscal accountability.

Working Environment and Physical Requirements

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate computer, telephone, and a variety of office equipment.

• Occasionally may need to reach, stoop or kneel.

• Specific vision abilities required by this job include close vision requirements due to computer work.

• ADA accessible; Active Safety Committee.

• Ability to perform basic office duties.

Benefits:

• An eager, thriving organization committed to serving with excellence.

• SDLR supports Fair Chance hiring and employment practices.

• Generous benefit package including Health, FSA, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, Employee Assistance Program, and Paid Time Off,401K, etc.

Inclusion and Diversity:

Servicios de la Raza is an Equal Employment Opportunity Employer. We are a non-profit organization where diverse backgrounds, experiences and viewpoints are valued. Servicios de la Raza does not make hiring or employment decisions based on race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state, or federal laws.