{"id":2464486,"url":"https://alion.io/job/hope-the-mission-program-manager-licensed-outreach-icms","title":"Program Manager – Licensed (Outreach & ICMS)","company":{"id":2299309,"name":"Hope the Mission","domain":"hopethemission.org","url":"https://alion.io/company/hopethemission","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Management","role_family":"Management","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":110000,"max":125000,"currency":"USD","period":"year","gross":null,"usd_annual":125000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HIPAA","optional":false},{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-13T18:10:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-23T20:38:55Z","board_verified":true,"closed_at":null,"days_open":10,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":10},"description":"Hope Mission Statement\nThe mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.\nPosition Purpose and Summary\nThe Program Manager oversees all clinical functions of Hope the Mission’s Los Angeles County Department of Homeless Services and Housing (HSH)-funded Intensive Case Management Services (ICMS) programs: ICMS Street-Based Engagement (SBE), delivered through field-based Multidisciplinary Teams (MDTs), and ICMS Permanent Housing (PH) tenancy-sustaining services. This role is distinct from traditional Program Manager positions due to its required clinical licensure and responsibility for providing the licensed clinical supervision, chart review, and case conferencing required under the HSH Work Orders. The Licensed Program Manager serves as the Program Manager’s designated alternate and day-to-day liaison to HSH. The Licensed Program Manager ensures compliance with HSH Work Order, Measure A, and HIPAA requirements, delivers trauma-informed, harm-reduction, and Housing First services, and integrates physical health, mental health, and substance use services into street-based outreach and permanent housing case management while maintaining contract, staffing, documentation, billing, and performance oversight.\nPrimary Duties and Responsibilities\nProgram Administration\nAdminister and oversee all clinical program operations, policies, and staff. Ensure alignment with HSH Work Order requirements (ICMS SBE and ICMS PH), HTM policies, and evidence-based practices. Collaborate with Regional Leadership and internal departments to oversee personnel, field operations, and service delivery.\nServe as designated alternate to the contractual Program Manager, with authority to act for HTM on matters relating to the daily operation of the Work Orders. Remain accessible to HSH 24 hours a day, 365 days a year through a designated on-call number.\nDevelop, submit, and maintain County-required program documents, including the Implementation Plan, Quality Control Plan (updated at least annually), Grievance and Termination Policies and Procedures, conflict resolution procedures, and program forms, and ensure services are delivered in accordance with the County-approved versions.\nProgram Management\nProvide direct management and provide clinical guidance for program staff, including ICMS case managers and SBE MDT members (medical professional, Master’s-level Mental Health Specialist, Substance Use Disorder Specialist, Peer Counselors with Lived Experience, and Generalist Case Managers/Outreach Workers).\nProvide direction and oversight to medical and mental health crises directly in the field and in participants’ homes and to provide clinical and operational guidance to staff.\nDirect SBE outreach within assigned Service Planning Area(s): develop monthly outreach schedules, participate in coordinated outreach planning and the Coordinated Entry System (CES), respond to LA-HOP, ECRC, and County outreach referrals, conduct and document outreach at priority encampment locations identified by City partners, and maintain AB 210 Homeless MDT information-sharing agreements.\nDirect ICMS PH services: ensure referred participants are contacted within seven (7) business days, and oversee intake, housing navigation, move-in coordination, tenancy-sustaining services, eviction prevention, and coordination with property management.\nAnalyze program reports and key data to identify trends and make projections or recommendations for program modification.\nIdentify staff development needs and activities. Work closely with the team to bring in training opportunities and identify areas for professional growth.\nEnsure all staff complete County-mandated and in-service trainings (including field safety, de-escalation, Motivational Interviewing, Trauma-Informed Care, harm reduction, overdose prevention and naloxone administration, Housing First, CES, crisis intervention, suicide assessment and prevention, and securing protected health information), and maintain training documentation in each employee file.\n\nRespond to emergency and priority situations such as safety and security measures.\n\nResolve grievances and complaints, crisis, and troubleshoot incidents. Implementation of program policies and procedures. Ensure overall policies, procedures, and practices are in line with respective funding sources and with HTM's goals and values.\n\nMaintain County-compliant staffing: notify HSH of vacancies and backfill within contract timelines (ICMS PH: notice within 72 hours and replacement within 30 days; ICMS SBE: replacement within 60 days), submit a monthly staff roster/organizational chart, submit program management and clinical staff resumes to HSH for approval prior to hire, and maintain signed job description acknowledgements.\n\nEnsure programs are effective and deliver desired outcomes through data compliance by ensuring all services are documented in HMIS and the County-approved information management system within three (3) business days of service delivery; that minimum monthly service and face-to-face contact standards are met (documentation is the basis for County payment); that Data Quality Report errors are corrected within three (3) business days; and that Attachment B Interim Tracking Requirements and Key Performance Indicators are tracked and reported.\n\nOperate within County-approved program budgets and track expenditures. Ensure accurate monthly invoicing (ICMS PH fee-for-service slot billing; ICMS SBE cost reimbursement) and that no service is billed to more than one payor, including coordination with CalAIM Enhanced Care Management (ECM) providers.\n\nClinical Oversight and Supervision\nProvide direct clinical supervision to ICMS SBE and ICMS PH direct service staff, including intensive case managers and MDT behavioral health staff, in accordance with California licensure standards and the supervision requirements of the HSH Work Orders.\n\nMaintain the separation of clinical and administrative supervision required by the HSH Work Orders: the incumbent provides clinical supervision as a licensed clinician, and day-to-day administrative supervision of staff receiving the incumbent’s clinical supervision is assigned to a designated program supervisor or lead. Any exception requires written approval from the County Program Manager.\n\nConduct chart review of participant records for clinical appropriateness, documentation quality (including GIRP-format progress notes for SBE), and required timelines: ICMS PH Initial Assessment and Individualized Care Plan within 30 days of enrollment, 90-day reassessments (5x5 and Housing Acuity Index) and care plan updates, and minimum monthly services and face-to-face visits by acuity tier.\n\nLead case conferencing in concert with clinical supervision (on an ongoing basis for ICMS SBE participants and at minimum every six (6) months for each ICMS PH participant), including mental health and health care professionals, community partners, and County staff when appropriate. Ensure documentation in each participant record includes the date, participant name or ID, the name, title, and signature of each attendee, psychosocial issues identified, and interventions to be implemented.\n\nBe available on an on-call basis to provide clinical guidance during emergencies encountered by ICMS staff, and establish and maintain the 24/7 on-call crisis intervention system, including policies, procedures, and staff training on crisis response roles.\n\nCoordinate clinical oversight of licensed medical MDT staff (RN/LVN) with an appropriately licensed medical supervisor, consistent with scope-of-practice requirements.\n\nEnsure ethical, compliant, and effective delivery of case management and behavioral health services, including CES and clinical assessments, suicide risk assessment, crisis intervention, harm reduction, and care coordination.\n\nSupport staff with case consultation, documentation review, and clinical decision-making.\n\nProvide regularly scheduled individual and team clinical supervision through structured supervision sessions and ongoing consultation, to support growth and accountability of direct service staff. Document each supervision session and make documentation available to HSH upon request.\n\nHealth and Behavioral Health Services Integration\nOversee and support delivery of mental health services including crisis intervention, suicide risk assessments, safety planning, psychoeducation, and coordination with DMH (HSSP/FSP), DPH (Client Engagement and Navigation Services), DHS Mobile Clinic and Field Medicine programs, CalAIM ECM providers, and other behavioral health partners. Ensure referrals and linkages are initiated within three (3) business days and outcomes are documented.\n\nEnsure transition-of-care visits following inpatient hospital discharge (within 24 hours for ICMS PH participants; as soon as possible for ICMS SBE participants), and that all participants are offered overdose response training, naloxone, and harm reduction supplies.\n\nGovernment, HSH, and Community Engagement\nServe as primary program representative to HSH, other LA County departments, LA City Council Offices and the City Administrative Officer (CAO), and community stakeholders.\n\nParticipate in monitoring visits, audits, and interdisciplinary meetings, including HSH monthly collaborative provider and check-in meetings, quarterly strategic planning and performance dashboard meetings, SPA outreach and care coordination meetings, MDT Director meetings, County Learning Collaboratives, and City Council Office/CAO meetings.\n\nEnsure contract compliance and accurate reporting.\n\nReports and Contract Compliance\nReview and authorize program and contract reports prior to submission.\n\nEnsure incident reports are submitted to HSH within 24 hours of the incident, Contractor Discrepancy Reports receive a written Corrective Action Plan within five (5) business days, and participant satisfaction survey results are submitted to HSH (every six months for ICMS PH; annually for ICMS SBE).\n\nSafeguard participant PII and PHI under the HIPAA Business Associate Agreement, including immediate telephonic reporting and written reporting within three (3) business days of any suspected breach or security incident.\n\nReview and clarify contract scope and services to staff.\n\nPerform periodic internal audits.\n\nAttend all monitoring site visits and work closely with the Regional Director to ensure compliance of HSH Work Order and program standards.\n\nCommunication Skills\nRespond to HSH inquiries and complaints within two (2) hours of receipt and to all other communication within 24 hours, maintaining high standards of professionalism and reliability.\n\nProficient in various communication methods, including email, face-to-face discussions, written correspondence (letters and memos), and telephone interactions.\n\nRequired Skills and Core Competencies\n\nStrong clinical judgment, leadership, crisis intervention, de-escalation skills, and documentation proficiency.\n\nAbility to lead multidisciplinary teams in high-acuity, field-based environments.\n\nProficient in HMIS, County-approved information management systems, Google Suite, and Microsoft Office.\n\nExcellent verbal and written communication skills with the ability to collaborate effectively in a multidisciplinary team.\n\nAbility to adapt to a fast-paced, dynamic environment while maintaining professionalism and attention to detail.\n\nStrong problem-solving skills.\n\nDeescalation interventions.\n\nAbility to work independently and collaboratively.\n\nConflict Resolution\nSkilled in de-escalation techniques to effectively handle conflict situations, including interactions with unpleasant or angry individuals.\n\nExperienced in resolving conflict situations with professionalism, fostering positive outcomes even under challenging circumstances.\n\nDecision-Making and Leadership\nMake frequent, impactful decisions affecting co-wo...","description_format":"text","description_chars":18873,"description_truncated":true,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Insurance coverage"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Construction","Nonprofits & Foundations","Public Health & 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