Residential Program Manager

Every day, someone walks through our doors after experiencing homelessness, trauma, loss, or instability. At Eagle Star Housing, we believe that a safe place to sleep is only the beginning. Through compassion, accountability, and unwavering support, we help individuals rebuild their lives, regain independence, and achieve lasting housing stability. If you are passionate about making a meaningful difference and want to lead a team that changes lives every day, we invite you to join us.

About Eagle Star Housing

Founded in 2012, Eagle Star Housing is a leading nonprofit organization dedicated to ending homelessness through the development, management, and operation of emergency, transitional, and supportive housing programs across Upstate New York. We provide safe, dignified housing and person-centered support services to Veterans and other vulnerable individuals experiencing homelessness, mental illness, substance use disorders, and other barriers to stability.

At Eagle Star Housing, we believe housing is the foundation for recovery, wellness, and independence. Our programs utilize Housing First, harm reduction, trauma-informed care, and strengths-based practices to help individuals achieve long-term housing stability and improved quality of life.

Position Summary

Eagle Star Housing is seeking a dynamic, compassionate, and highly organized Residential Program Manager to oversee daily operations of the Spencerport House, a 15-bed emergency and transitional housing program serving Veterans and other vulnerable adults experiencing homelessness.

Reporting directly to the Vice President of Housing, the Residential Program Manager is responsible for ensuring program excellence, regulatory compliance, resident engagement, staff supervision, and successful housing outcomes. The Manager will lead a multidisciplinary team while fostering a safe, welcoming, and supportive environment where residents can work toward individualized goals and permanent housing stability.

This position requires a strong leader who is passionate about housing access, supportive services, and helping individuals overcome barriers to self-sufficiency. The ideal candidate combines exceptional organizational skills with empathy, creativity, and a commitment to person-centered care.

Essential Responsibilities

Program Leadership & Operations

• Oversee the day-to-day operations of a 15-bed emergency and transitional housing program operating 24 hours per day, 365 days per year.
• Ensure compliance with all federal, state, local, and contractual requirements.
• Maintain full program utilization through effective referral management and community collaboration.
• Monitor program performance, outcomes, and quality assurance measures.
• Promote Housing First, trauma-informed, and strengths-based service delivery throughout the program.
• Respond appropriately to resident crises and ensure implementation of safety protocols.

Resident Services & Case Management

• Coordinate intake, assessment, orientation, and discharge planning processes.
• Develop and oversee individualized service plans that support resident goals and housing stability.
• Provide case management services including advocacy, referrals, and resource coordination.
• Assist residents in securing income, benefits, healthcare, transportation, employment, and permanent housing opportunities.
• Conduct regular resident check-ins and progress reviews.
• Facilitate life-skills groups, educational workshops, and structured resident activities.

Staff Supervision & Team Development

• Supervise, mentor, and support residential staff.
• Ensure adequate staffing coverage for all shifts.
• Assist with recruitment, onboarding, scheduling, training, and performance management.
• Foster a positive, collaborative, and accountable team culture.
• Provide coaching and guidance to staff regarding resident engagement and crisis intervention.

Community Collaboration

• Develop and maintain strong partnerships with referral agencies, healthcare providers, Veterans' organizations, behavioral health providers, and community resources.
• Participate in community meetings and collaborative initiatives as assigned.
• Coordinate services with external providers to ensure residents receive comprehensive support.

Documentation & Compliance

• Maintain accurate, timely, and comprehensive documentation in HMIS and other electronic record systems.
• Complete required assessments, service plans, case notes, and reports.
• Monitor program data and ensure documentation meets agency and funder requirements.
• Protect resident confidentiality and comply with all applicable privacy regulations.

Property & Facility Management

• Oversee the safety, cleanliness, and functionality of the facility.
• Coordinate routine maintenance, repairs, inspections, and vendor services.
• Conduct regular property walkthroughs to ensure a safe and welcoming environment.
• Monitor inventory, supplies, and facility-related needs.

Qualifications

Required

• Bachelor's degree in Human Services, Social Work, Psychology, Sociology, Criminal Justice, or a related field; equivalent experience may be considered.
• Minimum of two years of experience working with individuals experiencing homelessness, mental illness, substance use disorders, Veterans, or other vulnerable populations.
• Supervisory or leadership experience.
• Strong organizational, communication, and problem-solving skills.
• Experience with case management, service planning, and community resource coordination.
• Valid driver's license and reliable transportation.

Preferred

• Experience in emergency shelter, transitional housing, supportive housing, or residential services.
• Knowledge of Housing First, trauma-informed care, harm reduction, and motivational interviewing principles.
• Experience using HMIS or other electronic documentation systems.
• Familiarity with Veteran services and military culture.

Core Competencies

Successful candidates will demonstrate:

• Compassion and empathy for individuals facing significant life challenges
• Strong leadership and team-building abilities
• Excellent written and verbal communication skills
• Ability to work independently while managing multiple priorities
• Creativity and flexibility in problem-solving
• Professionalism and sound judgment during crisis situations
• Commitment to diversity, equity, inclusion, and person-centered service delivery

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Life insurance
• Paid orientation
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person