HOPE Center of Orange County
Homeless Outreach Manager
HOPE Center of Orange County, Fullerton, California, United States, 92632
The HOPE Center of Orange County is an innovative regional non-profit entity intentionally designed and created as a collaborative intervention by cities in the North Service Planning Area. It is dedicated to addressing the needs of unhoused individuals by providing targeted assistance and support across the region. This exciting regional model intends to provide high-quality outreach services that connect persons in need to the system of care in Orange County to accomplish two critical outcomes. These outcomes are
(a) to shift responsibility to respond to non-emergency calls for services from local public safety and police personnel
and ( b) to make a measurable impact on unsheltered persons in the region obtaining services, shelter, and support. HOPE Center is looking for an experienced, passionate team leader who sets a high standard with their professional experience as well as their example of skilled and effective engagement with clients and staff. This individual will play a vital role on the HOPE Center’s leadership team, contributing to the mission of addressing homelessness in Orange County’s North Service Planning Area (SPA). The ideal candidate will demonstrate professional experience in the categories listed below that will contribute to the HOPE Center’s response strategy to serve unhoused persons in partnership with the local cities and their public safety personnel and the broad network of collaborative partners and the County of Orange we work with. This position requires the availability to work a flexible schedule that may require morning, evening, weekend, and holiday work assignments. ESSENTIAL FUNCTIONS The position of Homeless Outreach Services Manager for the HOPE Center will entail several key operational responsibilities with the program. This is a position with significant and expansive roles in helping the HOPE Center grow the group of services it provides to the unhoused and at-risk population in the Northern SPA of Orange County. Responsibilities will include: Managing Street Outreach Teams:
Management of the Street Outreach teams will require the Manager to participate in dispatched Outreach Teams on a regular and ongoing basis. The position will supervise and provide guidance to outreach staff including providing guidance to Outreach Leads, volunteers, and partners involved in providing support to HOPE Center clients. Managing Navigation Centers and Shelter Relationships:
HOPE Center’s model requires effective reporting and monitoring of shelter bed availability and reporting in our system. This position will establish strong and effective relationships with the Navigation and Shelter operators in the region to create an efficient and impactful system of care. This position will work strategically to develop relationships with City contract managers as well as with the leadership team for each navigation center and shelter in the region. Develop Street Outreach Policies and Procedures and Evaluation Processes:
Support HOPE Center’s outstanding professional Outreach Coordinator team by creating Standard Operating Procedures based on best practices relevant to our organizational needs and context. Significant expertise is required in building out the operational standards, training systems, and evaluation requirements to ensure that HOPE Center has clear standards, metrics, and practices in the field of street outreach and skillfully navigating the system of care. Develop CalAIM Housing Navigation Services:
CalAIM Housing Navigation and, in the long term, other Community Supports through the CalAIM/Medi-Cal framework will become an essential element in the HOPE Center Outreach model. This position will be responsible for building the Outreach team’s capacity to provide Housing Navigation services that are compliant with the CalOptima service model. The Outreach Manager position will also help develop under the direction of the Executive Director, the protocols and procedures necessary to build the Housing Navigation capacity of the HOPE Center team. Coordinating Outreach Grid Dispatch Management and Mobile Response System with HOPE Center Street Outreach Programs:
HOPE Center partners with Outreach Grid, an independent contractor that developed a software platform to streamline homeless services. This real-time platform tracks incoming service requests, documents client engagement history, and enables immediate dispatch of outreach teams based on incoming calls. Additionally, Outreach Grid is preparing to integrate with the County’s Homeless Management Information System for seamless data transfers. Oversight of Outreach Grid's dispatch operations and the management of operations staff based at the HOPE Center will be a central responsibility of this position, ensuring efficient and effective coordination of outreach efforts. Data Collection and Reporting:
Effective design, utilization and management of how the Outreach Grid data platform is utilized will be a critical feature of this position’s responsibilities. Under the direction of the Executive Director, Outreach Grid must provide data reporting and client management support to ensure the effective implementation of the adopted Standard Operating Procedures. This position will analyze outreach activities and client engagement, client outcomes, and client progress to and report to stakeholders, funders, and regulatory agencies. Training and Development:
Provide training to street outreach staff on developing best practices, safety protocols, and effective communication strategies when working with individuals experiencing street homelessness. The preceding duties have been provided as examples of the essential types of work performed by positions within this position. The Organization, at its discretion, may add, modify, change or rescind work assignments as needed. MINIMUM QUALIFICATIONS The ideal candidate will have at least five years of progressively responsible experience in program management, development, and leadership, including leading teams of professionals and paraprofessionals who provide services to unhoused and at-risk populations. They should have a proven track record in designing and executing street outreach programs across diverse geographic areas, as well as experience in managing remote teams and mobile operations. Additionally, the candidate must have required experience in Medi-Cal service delivery, particularly in Enhanced Care Management and Community Support. Education:
A bachelor’s degree in Social Work, Public Administration, Human Services, Psychology, or a related field is required. A master’s degree is highly desirable, but not required. Experience: Relevant Experience:
At least 5 years or more of experience in managing outreach or supportive services teams providing services to unhoused populations using a community engagement case management model. Program Management:
Experience in both developing and managing programs or projects, including developing evidence-based operational plans, operations manuals, client management, and database management. Navigation Center & Shelter Collaboration:
Expertise in coordinating shelter operations with outreach teams and other access points to ensure the best utilization of resources possible to promote system alignment. Outreach & Engagement:
Able to participate in street outreach and engagement with your teams across a broad geography as well as balance the need to develop standards, policies, and procedures and evaluate the systems and the team. Knowledge of: ·
CalAIM Community Support and ECM service delivery
and management including developing and evaluating standards-based service delivery systems and teams. Unhoused persons and Related Expertise:
Knowledge of the causes and solutions to homelessness, as well as the resources and services available in the community. Demonstrated Expertise in Evidence-based Practices:
Knowledge and experience in delivering and evaluating standards-based approaches to addressing the needs of the unhoused through outreach strategies. Legal and Ethical Standards:
Familiarity with relevant laws, regulations, and ethical guidelines related to social services and client confidentiality. Skills: Leadership and Management:
Ability to lead and motivate a team, manage budgets, and oversee program operations. Communication:
Strong written and verbal communication skills for interacting with clients, staff, community partners, and stakeholders. Problem-Solving:
Ability to address complex issues related to homelessness and navigate various challenges effectively. Cultural Competency:
Understanding and sensitivity to diverse populations and the ability to work effectively with people from different backgrounds. Ability to:
Utilize general office equipment such as telephone, fax, printers, copiers, and computers; learn and apply Organization policies, procedures, rules and regulations; build trusting relationships with unsheltered individuals and families; collect data; compile and analyze data and prepare accurate reports and correspondence; reason logically, draw valid conclusions and make appropriate recommendations; maintain work effectiveness and meet deadlines with frequent changes in the workload and the priority of assignments; understand and carry out oral and written instructions; communicate clearly and concisely, orally and in writing; establish and maintain cooperative working relationships with those contacted in the course of work; provide quality customer service; actively participate in Organization and community meetings as needed. Certifications/License/Special Requirements:
Valid and appropriate Class C California Driver License, acceptable driving record at time of appointment and throughout employment in this position, and evidence of insurability.
Employees in this position will be enrolled in the Department of Motor Vehicles Pull Notice Program and must maintain a clear driving record to maintain employment.
You will be required to complete a defensive driving course within 30 days of employment. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands:
Work is performed indoors in an office environment and outdoors in the field. When work is performed outdoors and in the field there may be exposure to the elements as well as related health hazards to include blood and other bodily fluids/products and human borne parasites. An incumbent drives a vehicle on business, sits for extended periods of time, uses a computer, keyboard and related equipment, stands, walks, reaches, bends, twists, kneels, reaches and grasps, and may lift and carry boxes of records weighing 30 pounds or less. When in the field, an incumbent may walk on slippery/uneven surfaces and slopes, crouch, twist, climb ladders and stairs and be exposed to construction materials and dust. The position requires mobility, balance, coordination, vision, hearing and dexterity levels appropriate to the duties to be performed. Mental Demands:
While performing the duties of this position, the employee is regularly required to use oral and written communication skills; read and interpret data; thoroughly analyze and solve problems; exercise sound judgment in the absence of specific guidelines; use math and mathematical reasoning; establish priorities and work on multiple assignments and cases concurrently; meet intense and changing deadlines given interruptions; interact appropriately with staff, management, health and welfare agencies, nonprofit/community based organizations, public and private representatives, the general public including persons experiencing homelessness. APPLICATION & SELECTION PROCEDURE · An official HOPE Center of Orange County job application must be filled out in its entirety. · Upon a conditional offer of employment a pre-employment background check, vehicle motor check, and drug screen will be completed. · The HOPE Center is an Equal Opportunity employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status or disability. SUPPLEMENTAL INFORMATION This position is grant funded. This position requires employees to work a minimum of 40 hours per week Monday – Friday, with availability to work a flexible schedule that may require mornings, evening, weekend and holiday work assignments. All appointees will serve a six-month probationary period. Offer of employment is contingent upon the candidate having a clean driving record, with zero points or violations, as verified through a DMV record check. Employees in this position will be enrolled in the Department of Motor Vehicles Pull Notice Program and must maintain a clear driving record to maintain employment. BENEFITS Salaried employees enjoy comprehensive health benefits, 401(k) plan, vacation time, 11 paid Holidays, 2 floating holidays and 13 sick days. Please Note:
Our primary means of communication with applicants is sent via email; therefore, please include a valid email address on your application. Job Type: Full-time Pay: From $100,000.00 per year Benefits: 401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule: 8 hour shift Monday to Friday Work Location: In person
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(a) to shift responsibility to respond to non-emergency calls for services from local public safety and police personnel
and ( b) to make a measurable impact on unsheltered persons in the region obtaining services, shelter, and support. HOPE Center is looking for an experienced, passionate team leader who sets a high standard with their professional experience as well as their example of skilled and effective engagement with clients and staff. This individual will play a vital role on the HOPE Center’s leadership team, contributing to the mission of addressing homelessness in Orange County’s North Service Planning Area (SPA). The ideal candidate will demonstrate professional experience in the categories listed below that will contribute to the HOPE Center’s response strategy to serve unhoused persons in partnership with the local cities and their public safety personnel and the broad network of collaborative partners and the County of Orange we work with. This position requires the availability to work a flexible schedule that may require morning, evening, weekend, and holiday work assignments. ESSENTIAL FUNCTIONS The position of Homeless Outreach Services Manager for the HOPE Center will entail several key operational responsibilities with the program. This is a position with significant and expansive roles in helping the HOPE Center grow the group of services it provides to the unhoused and at-risk population in the Northern SPA of Orange County. Responsibilities will include: Managing Street Outreach Teams:
Management of the Street Outreach teams will require the Manager to participate in dispatched Outreach Teams on a regular and ongoing basis. The position will supervise and provide guidance to outreach staff including providing guidance to Outreach Leads, volunteers, and partners involved in providing support to HOPE Center clients. Managing Navigation Centers and Shelter Relationships:
HOPE Center’s model requires effective reporting and monitoring of shelter bed availability and reporting in our system. This position will establish strong and effective relationships with the Navigation and Shelter operators in the region to create an efficient and impactful system of care. This position will work strategically to develop relationships with City contract managers as well as with the leadership team for each navigation center and shelter in the region. Develop Street Outreach Policies and Procedures and Evaluation Processes:
Support HOPE Center’s outstanding professional Outreach Coordinator team by creating Standard Operating Procedures based on best practices relevant to our organizational needs and context. Significant expertise is required in building out the operational standards, training systems, and evaluation requirements to ensure that HOPE Center has clear standards, metrics, and practices in the field of street outreach and skillfully navigating the system of care. Develop CalAIM Housing Navigation Services:
CalAIM Housing Navigation and, in the long term, other Community Supports through the CalAIM/Medi-Cal framework will become an essential element in the HOPE Center Outreach model. This position will be responsible for building the Outreach team’s capacity to provide Housing Navigation services that are compliant with the CalOptima service model. The Outreach Manager position will also help develop under the direction of the Executive Director, the protocols and procedures necessary to build the Housing Navigation capacity of the HOPE Center team. Coordinating Outreach Grid Dispatch Management and Mobile Response System with HOPE Center Street Outreach Programs:
HOPE Center partners with Outreach Grid, an independent contractor that developed a software platform to streamline homeless services. This real-time platform tracks incoming service requests, documents client engagement history, and enables immediate dispatch of outreach teams based on incoming calls. Additionally, Outreach Grid is preparing to integrate with the County’s Homeless Management Information System for seamless data transfers. Oversight of Outreach Grid's dispatch operations and the management of operations staff based at the HOPE Center will be a central responsibility of this position, ensuring efficient and effective coordination of outreach efforts. Data Collection and Reporting:
Effective design, utilization and management of how the Outreach Grid data platform is utilized will be a critical feature of this position’s responsibilities. Under the direction of the Executive Director, Outreach Grid must provide data reporting and client management support to ensure the effective implementation of the adopted Standard Operating Procedures. This position will analyze outreach activities and client engagement, client outcomes, and client progress to and report to stakeholders, funders, and regulatory agencies. Training and Development:
Provide training to street outreach staff on developing best practices, safety protocols, and effective communication strategies when working with individuals experiencing street homelessness. The preceding duties have been provided as examples of the essential types of work performed by positions within this position. The Organization, at its discretion, may add, modify, change or rescind work assignments as needed. MINIMUM QUALIFICATIONS The ideal candidate will have at least five years of progressively responsible experience in program management, development, and leadership, including leading teams of professionals and paraprofessionals who provide services to unhoused and at-risk populations. They should have a proven track record in designing and executing street outreach programs across diverse geographic areas, as well as experience in managing remote teams and mobile operations. Additionally, the candidate must have required experience in Medi-Cal service delivery, particularly in Enhanced Care Management and Community Support. Education:
A bachelor’s degree in Social Work, Public Administration, Human Services, Psychology, or a related field is required. A master’s degree is highly desirable, but not required. Experience: Relevant Experience:
At least 5 years or more of experience in managing outreach or supportive services teams providing services to unhoused populations using a community engagement case management model. Program Management:
Experience in both developing and managing programs or projects, including developing evidence-based operational plans, operations manuals, client management, and database management. Navigation Center & Shelter Collaboration:
Expertise in coordinating shelter operations with outreach teams and other access points to ensure the best utilization of resources possible to promote system alignment. Outreach & Engagement:
Able to participate in street outreach and engagement with your teams across a broad geography as well as balance the need to develop standards, policies, and procedures and evaluate the systems and the team. Knowledge of: ·
CalAIM Community Support and ECM service delivery
and management including developing and evaluating standards-based service delivery systems and teams. Unhoused persons and Related Expertise:
Knowledge of the causes and solutions to homelessness, as well as the resources and services available in the community. Demonstrated Expertise in Evidence-based Practices:
Knowledge and experience in delivering and evaluating standards-based approaches to addressing the needs of the unhoused through outreach strategies. Legal and Ethical Standards:
Familiarity with relevant laws, regulations, and ethical guidelines related to social services and client confidentiality. Skills: Leadership and Management:
Ability to lead and motivate a team, manage budgets, and oversee program operations. Communication:
Strong written and verbal communication skills for interacting with clients, staff, community partners, and stakeholders. Problem-Solving:
Ability to address complex issues related to homelessness and navigate various challenges effectively. Cultural Competency:
Understanding and sensitivity to diverse populations and the ability to work effectively with people from different backgrounds. Ability to:
Utilize general office equipment such as telephone, fax, printers, copiers, and computers; learn and apply Organization policies, procedures, rules and regulations; build trusting relationships with unsheltered individuals and families; collect data; compile and analyze data and prepare accurate reports and correspondence; reason logically, draw valid conclusions and make appropriate recommendations; maintain work effectiveness and meet deadlines with frequent changes in the workload and the priority of assignments; understand and carry out oral and written instructions; communicate clearly and concisely, orally and in writing; establish and maintain cooperative working relationships with those contacted in the course of work; provide quality customer service; actively participate in Organization and community meetings as needed. Certifications/License/Special Requirements:
Valid and appropriate Class C California Driver License, acceptable driving record at time of appointment and throughout employment in this position, and evidence of insurability.
Employees in this position will be enrolled in the Department of Motor Vehicles Pull Notice Program and must maintain a clear driving record to maintain employment.
You will be required to complete a defensive driving course within 30 days of employment. PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands:
Work is performed indoors in an office environment and outdoors in the field. When work is performed outdoors and in the field there may be exposure to the elements as well as related health hazards to include blood and other bodily fluids/products and human borne parasites. An incumbent drives a vehicle on business, sits for extended periods of time, uses a computer, keyboard and related equipment, stands, walks, reaches, bends, twists, kneels, reaches and grasps, and may lift and carry boxes of records weighing 30 pounds or less. When in the field, an incumbent may walk on slippery/uneven surfaces and slopes, crouch, twist, climb ladders and stairs and be exposed to construction materials and dust. The position requires mobility, balance, coordination, vision, hearing and dexterity levels appropriate to the duties to be performed. Mental Demands:
While performing the duties of this position, the employee is regularly required to use oral and written communication skills; read and interpret data; thoroughly analyze and solve problems; exercise sound judgment in the absence of specific guidelines; use math and mathematical reasoning; establish priorities and work on multiple assignments and cases concurrently; meet intense and changing deadlines given interruptions; interact appropriately with staff, management, health and welfare agencies, nonprofit/community based organizations, public and private representatives, the general public including persons experiencing homelessness. APPLICATION & SELECTION PROCEDURE · An official HOPE Center of Orange County job application must be filled out in its entirety. · Upon a conditional offer of employment a pre-employment background check, vehicle motor check, and drug screen will be completed. · The HOPE Center is an Equal Opportunity employer and does not discriminate on the basis of race, color, creed, ancestry, national origin, gender, marital status, sexual orientation, religion, age, veteran status or disability. SUPPLEMENTAL INFORMATION This position is grant funded. This position requires employees to work a minimum of 40 hours per week Monday – Friday, with availability to work a flexible schedule that may require mornings, evening, weekend and holiday work assignments. All appointees will serve a six-month probationary period. Offer of employment is contingent upon the candidate having a clean driving record, with zero points or violations, as verified through a DMV record check. Employees in this position will be enrolled in the Department of Motor Vehicles Pull Notice Program and must maintain a clear driving record to maintain employment. BENEFITS Salaried employees enjoy comprehensive health benefits, 401(k) plan, vacation time, 11 paid Holidays, 2 floating holidays and 13 sick days. Please Note:
Our primary means of communication with applicants is sent via email; therefore, please include a valid email address on your application. Job Type: Full-time Pay: From $100,000.00 per year Benefits: 401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule: 8 hour shift Monday to Friday Work Location: In person
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