Director of Program at CENTRAL ARIZONA SHELTER SERVICES INC – Phoenix, Arizona

Job Summary:

The Director of Programs (DOP) provides operational leadership and oversight of shelter and housing programs across multiple locations. Reporting to the Chief Program Officer (CPO), the DOP is responsible for ensuring consistent, trauma-informed, and client-centered service delivery by supervising Program Managers and supporting frontline staff. This role focuses on implementing organizational strategy, strengthening cross-site operations, and building leadership capacity among mid-level staff. While the CPO leads the development of new programs and strategic partnerships, the DOP is responsible for ensuring these initiatives are effectively launched and sustained across all program areas. The DOP plays a key role in driving workforce development, program performance, grant compliance, and quality improvement initiatives.

Essential Functions:

1. Program Strategy, Innovation, and Community Engagement

a. Apply structured frameworks (e.g., logic models, theory of change) to guide collaborative and consistent service delivery.

b. Continuously improve existing programs and implement new initiatives that align with organizational and community needs.

c. Build and sustain partnerships to support program delivery.

d. Represent CASS in community meetings, collaborations, and stakeholder conversations as appropriate

e. Support the Development team by aligning operational updates and impact stories with fundraising strategies and external communications.

2. Operational Leadership and Workforce Development

a. Maintain a staffing plan and team structure in alignment with strategic and fiscal goals.

b. Supervise Program Managers, ensure staff accountability, and coach leaders at all levels to meet performance expectations.

c. Drive leadership development by coaching, mentoring, and guiding Program Managers and shelter supervisors, including collaboration with HR on hiring, training, and discipline.

d. Ensure accurate and updated job descriptions, performance standards, and team communication structures.

3. Fiscal Oversight and Grant Compliance

a. Partner with the CPO, Finance team, and functional peers to prepare, monitor, and reconcile program budgets and expenditures.

b. Support Program Managers in tracking grant usage to ensure alignment with programmatic goals and funder requirements.

c. Ensure accurate documentation, expense tracking, and timely reporting.

d. Apply strong attention to detail in all fiscal responsibilities and participate in ongoing financial reconciliation.

4. Program Performance and Quality Improvement

a. Monitor key performance indicators for each program and ensure consistent data collection, analysis, and reporting.

b. Use performance data to drive improvements in client-centered, trauma-informed service delivery across all shelter and housing programs.

c. Collaborate with Program Managers on analytical documents, reports, and technical summaries to communicate program progress and impact.

5. Team Collaboration and Meeting Facilitation

a. Provide oversight and direction for cross-functional engagement activities including intra- and interdepartmental Team Consults and other meetings as assigned or needed.

b. Facilitate regular Programs meetings to support communication and operational alignment across shelter sites and departments.

c. Work with the CPO to support strategic planning and cross-site cohesion efforts.

Other Duties:

1. Assume the duties of CPO and Program Managers in their absence or as requested.

2. Perform other duties as required.

Needed Competencies and Proficiencies

1. Ability to quickly build trust and strong relationships with staff, peers, partners, and other stakeholders.

2. Comfortable working in a fast-paced environment with quickly evolving urgencies; able to remain calm and in control when issues arise by using long-term goals and objectives to help guide the way forward.

3. Team oriented with a preference for working in a collaborative setting that values diverse opinions.

4. Enthusiastic at the prospect of engaging stakeholders (staff, clients, funders, government agencies, other service providers) to create and implement innovative programs and changes to further CASS’ mission to end homelessness.

Work Environment:

This job primarily operates in a professional office environment however, occasional off-site venues and outside event areas in various weather conditions are expected. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

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. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must frequently lift and/or move objects up to 10 pounds and occasionally lift and/or move objects up to 25 pounds unassisted. The employee must be able to self-transfer and move throughout the facilities, between buildings, and around campus at multiple sites. Close visual acuity to prepare and analyze reports and data. Visual acuity and physical ability to operate a motor vehicle.

Position Type and Expected Hours of Work:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. with time allotted for breaks/lunch. Evening and weekend work may be occasionally required as job duties demand. Travel is primarily local during the business day.

Required:

1. Bachelor’s degree in Social Work, Public Administration, Nonprofit Management, or a related human services field.

2. Minimum of 5 years of progressively responsible leadership experience in nonprofit or human services programs, including supervision of multiple teams, programs, or locations.

3. Demonstrated success in implementing and improving programs aligned with organizational and community goals.

4. Experience leading cross-functional teams and supporting mid-level managers in staff supervision and performance improvement.

5. Strong interpersonal, coaching, and communication skills with a focus on staff development.

6. Familiarity with trauma-informed care principles and client-centered service models.

7. Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

8. Ability to obtain an Arizona Level One Fingerprint Clearance Card.

9. CPR/First Aid certification and Naloxone (Narcan) training within 90 days of employment.

10. CPI (Crisis Prevention Intervention) training within 90 days of employment.

Preferred:

1. Master’s degree in Public Administration, Social Work, or a related field.

2. Seven or more years of experience in human services or nonprofit program leadership, including at least three years in a multi-program or multi-site management capacity.

3. Experience managing shelter or housing programs and working with individuals and families experiencing homelessness.

4. Knowledge of HUD funding, grant compliance requirements, and funder reporting protocols.

5. Familiarity with Homeless Management Information System (HMIS) or similar client data systems.

6. Certification or formal training in trauma-informed care models.

7. Experience leading organizational learning, continuous quality improvement, or operational change initiatives.