Veteran Services Program Manager

WHO WE ARE

The Road Home was founded in 1923 and has been a leader in ending homelessness for over 100 years. We provide emergency shelters, supportive services, and housing-focused-minded rental assistance that helps individuals and families step out of homelessness and back into the community. We are seeking compassionate and empathetic individuals who are interested in making a difference in the lives of others and their communities. 

The Road Home is an Equal Opportunity Employer

Our mission to help people experiencing homelessness is strengthened by a highly qualified team with a variety of perspectives, backgrounds, and experiences. We are committed to fostering a workplace where everyone feels valued, respected, and empowered to contribute their unique strengths.

We welcome applicants from all walks of life who share our passion for ending homelessness, collaboration, and compassion. Together, we can create a supportive environment where every voice is heard, and every person has the opportunity to succeed.

Benefits
The Road Home is a 501c3 non-profit social services agency whose mission is to help people step out of homelessness and back into our community.
Come be part of the solution.
We have a robust, reasonably-priced, and inclusive benefits plan for full and part-time employees (25-40 hours/week)

• Health Care Plan (Medical, Dental & Vision)
• HSA, FSA, HRA (We reimburse part of your deductible!)
• Retirement Plan (403B with TRH contribution and match)
• FREE Life Insurance for employees
• Paid Time Off (Vacation, Sick & 12 Public Holidays)
• One Floating Holiday Per Year
• Free Short Term & Long Term Disability
• Employee Assistance Program
• Free Training & Development
• Tuition Assistance for a wide variety of classes!
• Public Service Loan Forgiveness (PSLF) qualifying agency

JOB SUMMARY

The Veterans Services Manager will ensure that Veteran households are supported as they overcome homelessness. This will be accomplished by coordinating and overseeing community outreach programming as well as ongoing housing stability support. This position oversees a team of Veterans Case Managers who provide frontline services to homeless and imminently homeless Veteran households, and ensures that the team delivers Housing Focused, Trauma-Informed services within a Progressive Engagement framework, respecting each Veteran's autonomy and choice throughout their housing journey. The Veterans Services Manager will also be responsible for supporting the Veterans Housing Program Director in fostering and maintaining community partner relationships including the Veterans Administration and the Veterans Community Triage group to facilitate a one team approach for veteran homeless services in Salt Lake County.  

*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. 

*This is an in-person position.

Location 
Pamela Atkinson Resource Center

Reports to 
Veterans Program Director

Position Status 
Full-Time

Shift 
40 hours/week

Grade and Starting Salary 
Grade 10/ $26.27/HR

FLSA Status
Exempt

Essential Duties and Responsibilities 

1. Provide leadership and support to Case Managers and Team Lead through regular supervision meetings, training, and mentoring to ensure effective program delivery, team cohesion, and professional development. 
2. Develop team skills around creating housing stability plans, the provision of housing placement services, temporary financial assistance, supportive services, and community referrals as needed to achieve successful housing outcomes.  
3. Coordinate regular team meetings and collaboration meetings with outreach, case management and shelter teams to ensure a smooth and coordinated service delivery.  
4. Balance and monitor referrals and caseloads among team members.  
5. Ensure best practices are implemented and adhered to, including but not limited to: Trauma Informed Care, Rapid Rehousing Case Management Standards, Progressive Engagement. 
6. Provide administrative oversight for programmatic requirements, including a deep knowledge of the SSVF program, reporting requirements and outcomes, to ensure program fidelity. 
7. Oversee and submit monthly, quarterly, and annual reports/assessments, including key performance indicators (KPIs), to the Program Director in a timely manner. 
8. Communicate regularly with the Veterans Housing Program Director on all aspects of team operations. 
9. Represent The Road Home at community events, conferences, and meetings to promote program visibility and foster collaborative partnerships. 
10. Stay informed about emerging trends in homeless services and housing programs to inform strategic decisions and improve program effectiveness. 
11. Train on and facilitate Veterans outreach programming while following a Housing Focused approach in the Salt Lake County area. 
12. Develop, foster, and maintain relationships with key partner agencies, landlords and property managers, and the local Veterans Administration. 
13. Attend or lead internal and external collaboration meetings, including but not limited to Salt Lake Valley Coalition to End Homelessness Core Function groups, Veteran Community Triage meetings, and inter-department meetings. 
14. Keep records, approve paperwork, track and manage logs around client eligibility, bus pass allocation, and other program requirements. 
15. Identify and address process inefficiencies through quality improvement initiatives to enhance program outcomes. 
16. Attend mandatory agency trainings, including Trauma-Informed Care, Housing Focused, De-escalation, Suicide Prevention, CPR, and more, including recommended conferences and trainings to ensure ongoing professional development.  
17. Participate in emergency drills and environmental safety activities, as required. 
18. Follow all agency protocols for security, safety, and sanitation to maintain a clean and secure environment for guests and staff. 

*Other duties as assigned. 

*Reasonable accommodations may be considered to enable all individuals to perform these essential functions, so please still apply. 

Supervisor Duties and Responsibilities  

1. Model trauma-informed leadership in all interactions with staff and guests. 
2. Provide clear, constructive feedback to staff regularly, fostering growth and accountability. 
3. Hire, train, mentor, and support team members through hands-on guidance and resource sharing.  
4. Delegate tasks effectively while ensuring equitable distribution of workload. 
5. Resolve conflicts promptly and professionally, using de-escalation techniques and leading difficult conversations with kindness and directness.  
6. Uphold agency policies consistently and lead by example. 
7. Conduct regular one-on-one meetings with employees to exchange feedback, actively listen, and address professional development needs. 
8. Develop and implement performance improvement plans and other corrective actions when needed, with measurable goals, equipping staff with the tools and guidance to achieve success. 
9. Collaborate cross-departmentally to align team goals with organizational mission. 
10. Monitor and ensure completion of all mandatory trainings, while maintaining accurate participation records. 
11. Track and report on team performance metrics (attendance, outcomes, etc.), as needed. 
12. Perform employee evaluations as scheduled, offering actionable feedback and tailored support. 
13. Advocate for staff needs while balancing operational priorities. 

Promoting Best Practice 

• Actively engage with and honor the unique backgrounds, identities, and experiences of all individuals we serve.  
• Advance the agency’s commitment to honoring diverse ethnic and cultural heritages through daily actions that foster genuine belonging.  
• Implement Housing Focused principles, risk management strategies, and low-barrier services as foundational to our mission. 
• Maintain healthy boundaries using trauma-informed approaches in all interactions. 

*Must pass a pre-employment background check and drug screening.  

Education and Experience 

• Lived, work or volunteer experience preferred OR a degree in a related field. 
• Minimum of one year of housing-related experience preferred. 
• Supervisory and administrative experience preferred. 
• Experience working with diverse and vulnerable populations, including homelessness preferred.  
• Knowledge of homeless populations and housing opportunities preferred. 

Skills and Expectations 

1. Ability to contribute to the Agency’s commitment to enhancing awareness and appreciation. 
2. Ability to set and maintain good boundaries, using Trauma-Informed Care as a guideline. 
3. Ability to work independently and make sound decisions with confidence. 
4. Self-starter who can work collaboratively as a team leader and accept feedback. 
5. Ability to communicate effectively, both verbally and in writing. 
6. Ability to delegate and to model compassionate interactions, supporting at various levels of engagement with guests. 
7. Ability to handle difficult situations with professionalism and compassion. 
8. Demonstrated experience cultivating collaborative relationships across teams and with community partners. 
9. Strong documentation, organizational and computer skills.  
10. Strong interpersonal skills and ability to work with diverse populations. 
11. Provide thoughtful and attentive customer service by communicating clearly and handling difficult situations with professionalism, patience, and empathy. 
12. Ability to accept supervision, direction, and feedback with openness. 
13. Be reliable, dependable, and consistent in attendance. 

Physical and Equipment Requirements 

• Ability to lift and move heavy items up to 25 pounds. 
• Ability to sit, stand, and move for at least an hour at a time or more.  
• Must be at least 21 years old, have a valid, unexpired driver’s license, and the ability to drive a vehicle, as needed.