Job Description

Central Arizona Shelter Services (CASS), is a non-profit 501 (c)(3), and the largest provider of emergency shelter and housing solutions to adults and families experiencing homelessness in Arizona. The mission of CASS is to empower men, women, and children with diverse needs to end their homelessness by helping them establish and maintain permanent housing.  For more information about CASS, please visit our website at

Job Summary:  

The Support and Housing Programs Manager (SHP Manager) is responsible for managing all support services (navigation and case management) and housing programs. The primary areas of responsibility are programmatic innovation, collaborative service delivery, team management, and program quality improvement. The SHP Manager is a mid-level position responsible for a team of approximately 20 employees and reports directly to the Director of Programs.

Essential Functions:

Programmatic Innovation (PI)

  • Actively involve team members and lead the effort to identify and implement innovative improvements to client services and housing programs.
  • 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 (CSD)

  • Engage and coordinate with functional peers to ensure support services 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 manager and peers to establish efficient program policies and procedures.
  • Role model the way by which collaborative partnerships with other service providers are to be conducted (respectfully with shared responsibility and credit).

Team Planning and Management

  • 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.

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 area 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 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.



  • 2 years post-secondary education.
  • 2 years’ experience in the non-profit/social services sector.
  • 1 year of experience in a supervisory or team leadership role.
  • Demonstrated ability to develop partnerships and manage collaboratively delivered programs.
  • Strong writing and communication skills with proficiency in Outlook, Word, and Excel.
  • State of Arizona Level One Fingerprint Clearance Card or the ability to obtain one.


  • Bachelor’s degree.
  • Experience working with individuals and/or families struggling to end their homelessness.
  • Familiarity and basic proficiency with Homeless Management Information System (HMIS).
  • Certification or formal training on trauma-informed care.

Important Notes

Important Notes

We value diversity.  EOE

We offer a rich benefits package that includes medical, dental, vision, life, short-term and long-term disability insurance, a 403(b) with employer match, 10 paid holidays, paid sick leave, and PTO.