Program Manager - Coordinated Entry

Summary Statement

The Program Manager – Coordinated Entry and Shelter Access is responsible for the oversight, implementation, and continuous improvement of Coordinated Entry System (CES) and shelter access services. This position ensures equitable, timely, and client-centered access to emergency shelter, housing resources, and supportive services for individuals and families experiencing homelessness. The Program Manager provides leadership, partnership development, data monitoring, policy implementation, and system coordination to ensure compliance with federal, state, local, and Continuum of Care (CoC) requirements while advancing community goals to prevent and end homelessness.

Principal Duties and Responsibilities

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Manage the daily operations of the Coordinated Entry System and shelter access process, ensuring consistent implementation of established policies, procedures, and best practices.

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Oversee intake, assessment, prioritization, referral, and placement processes to ensure equitable access to shelter, housing, and supportive services for all eligible households.

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Coordinate community shelter access efforts, including emergency shelter referrals, diversion services, and waitlist management to maximize available resources and reduce barriers to entry.

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Facilitate collaboration among homeless service providers, housing organizations, behavioral health agencies, domestic violence providers, and other community partners to ensure coordinated service delivery.

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Provide leadership and technical assistance to participating agencies regarding Coordinated Entry standards, assessment tools, prioritization policies, and referral protocols.

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Monitor system performance and utilization data to identify trends, gaps in services, barriers to access, and opportunities for system improvement.

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Ensure compliance with HUD, Continuum of Care, Emergency Solutions Grant (ESG), and other applicable regulations, standards, and reporting requirements.

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Develop, implement, and maintain policies, procedures, and training materials related to Coordinated Entry and shelter access operations.

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Lead regular case conferencing, prioritization, and by-name list meetings to support housing placement efforts for individuals and families experiencing homelessness.

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Review and analyze homelessness system data, prepare reports, and present findings to leadership, funders, governing bodies, and community stakeholders.

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Oversee quality assurance activities, including data integrity, assessment consistency, referral outcomes, and participant experience.

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Identify and address disparities in system access and outcomes to promote equity and compliance with fair housing and nondiscrimination requirements.

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Serve as the primary point of contact for Coordinated Entry and shelter access inquiries, complaints, provider concerns, and system-related issues.

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Support strategic planning efforts related to homelessness response, shelter utilization, housing navigation, and community-wide system performance goals.

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Supervise, train, and evaluate assigned staff, volunteers, interns, or contracted personnel, as applicable.

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Foster strong relationships with community stakeholders, governmental entities, funders, and advocacy organizations to strengthen the local homelessness response system.

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Participate in Continuum of Care committees, workgroups, and community planning initiatives related to homelessness, housing stability, and system coordination.

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Perform other related duties as assigned to support the mission and objectives of the organization and community homelessness response system.