Job Description

Job Summary:  The Glendale Programs Manager is responsible for managing and coordinating all supportive services and subcontractors, including partners for case management, housing programs, outreach, vocation development, etc. The primary areas of responsibility are programmatic innovation, collaborative service delivery, team management, data collection and analysis, and program quality improvement. The Manager is a mid-level position responsible for a team of approximately three employees and reports directly to the Director of Programs. This is an active and fast-paced role.

Essential Functions:

Programmatic Innovation

  • Actively involve team members and lead the effort to identify and implement innovative improvements to client services and housing programs using a rapid cycle testing approach;
  • Stay contemporary with community assessments of service needs and use that information to collaborate with the Director of Programs and Development peers to craft compelling proposals for new programs and improved service offerings (articulate need, solution, budget and metrics);
  • Represent CASS to funders and outside agencies on support services or housing programs.

 Collaborative Service Delivery

  • Engage and coordinate with functional peers to ensure support services, financial assistance programs, and housing programs are delivered appropriately, consistently and efficiently;
  • Develop and deepen service delivery partnerships that complement CASS’ core services to more comprehensively serve the needs of clients;
  • Work with Director and peers to establish efficient program policies and procedures
  • Compile data and produce reports for analysis and assessment of program effectiveness;
  • Actively demonstrate how a collaborative partnership with other service providers should be conducted.

 Team Planning and Management

  • Ensure adequate staffing levels are maintained; schedule employees, approve time-off requests and approve timesheets; coordinate work assignments; with manager, mediate interpersonal conflicts;
  • Maintain workforce plan and team structure in alignment with approved staffing levels; work with the Director of Programs to make changes when appropriate;
  • Ensure job descriptions reflect primary responsibilities and expectations for each role on the team;
  • Make performance expectations and standards of conduct clear and hold people accountable; 
  • Proactively provide one-on-one advice and counseling to staff and others to help them recognize and address issues and enlist their support in pursuit of organizational objectives.

Oversee daily operations of Norton Ramsey Social Justice Empowerment Center

  • Monitor facility regularly, report any health and safety hazards, work closely with the facilities department to review task completion and proper documentation;
  • Regularly review partner agency agreements and schedule workspace as appropriate;
  • Facilitate regular meetings with partners and share pertinent information with team.

 Other Duties:

  • Work with the Director of Programs to define key team performance measures and goals; work with your team and functional peers to collect, analyze, report and respond to performance data;
  • Lead the effort to review and appropriately respond to data and feedback on your team’s performance;
  • Perform other duties as required.

 Needed Competencies and Proficiencies:

  • Ability to quickly build trust and strong relationships with staff, peers, partners, and other stakeholders;
  • 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;
  • Team oriented with a preference for working in a collaborative setting that values diverse opinions;
  • Ability to role model strong work ethic with a focus on achieving performance goals. 

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. Limited travel in the Phoenix metro and Glendale areas using personal transportation is required. 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 approximately 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.


Skills / Requirements



  1. 2 years’ post-secondary education;
  2. 2 years’ experience in the non-profit/social services sector;
  3. 1 year of experience in a supervisory or team leadership role;
  4. Demonstrated ability to develop partnerships and manage collaboratively delivered programs;
  5. Strong writing and communication skills with proficiency in Outlook, Word, and Excel;
  6. State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one;
  7. CPR-First Aid certification within 90 days of employment;
  8. Naloxone (Narcan) training within 90 days of employment.


  1. Bachelor’s degree;
  2. Program management experience;
  3. Experience working with individuals and/or families struggling to end their homelessness;
  4. Familiarity and basic proficiency with Homeless Management Information System (HMIS);
  5. Certification or formal training on trauma-informed care.

Important Notes

CASS isn't just an equal opportunity employer.  We are actively seeking to build a diverse and inclusive team with a wide range of backgrounds, perspectives, and skills that will support our agency's mission and vision. CASS does not discriminate against qualified applicants on the basis of race, color, religion, creed, sex, age, disability or medical condition (including genetics), national origin, veteran status, gender identify, sexual orientation, or any other categories protected by federal, state, and local anti-discrimination laws.

CASS offers a comprehensive benefits package including medical, dental, vision, life insurance, short-term and long-term disability insurance, a retirement plan, paid holidays, paid sick time, and a generous PTO plan.