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Program Services Manager

Application due:  August 9, 2024  *  Classification:  Full-time employment  *  Reports to:  Director of Programs

The Program Services Manager is responsible for assuring the customer service requirements, follow up, documentation, and reporting requirements for a portfolio of small grants and pilot projects are met. Assures the quality of services. Communicates with agency staff, funders, community partners, and customers. Coordinates services with Utility Assistance Center staff. Leads outreach and recruitment activities related to grants and projects in the portfolio. Supervises program services personnel as well as contractors and home assessment.


Essential Functions

  • Manages a portfolio of small grants and pilot projects, coordinating the efforts of required internal and external teams to meet all requirements and achieve expected outcomes.
  • Assists with the preparation of grant applications, provides validation that THAW has or will have the capacity to meet all customer service requirements.
  • Develops an implementation plan and timeline for each new program/project added to the portfolio.
  • Coordinates plumbing assessments and repairs for customers from assessment to inspection and ensure invoices are submitted and paid timely.
  • Develops or updates service delivery standards and customer service protocols as needed for each program/project excluding processing utility assistance payments.
  • Develops documentation formats and guidelines. Ensures compliance with all federal, state, local and grant regulations/provisions.
  • Orients THAW staff to the requirements of new programs and pilot projects.
  • Supervises select program staff. Carries out supervisory responsibilities in accordance with the THAW’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing employee complaints and resolving problems.
  • Conducts recruitment efforts for programs/projects in the portfolio.
  • Engages community and agency partners to meet program/project goals as needed.
  • Leads basic needs service delivery, including but not limited to emergency assistance, case management, and community resource navigation support. Provides guidance for crisis intervention.
  • Monitors program implementation. Assures all customers receive required services and that those services are appropriately documented.
  • Assures the quality of customer services.
  • Assures the quality of documentation and program data.
  •  Assures all required data is collected in a timely and accurate manner.
  • Provides day to day supervision for staff providing customer services.
  • Resolves problems within the limits of grant/program and consistent with THAW policies.
  • Provides detailed monthly updates on the progress toward meeting program/project goals.
  • Identifies barriers to meeting program/project goals, develops, and implements efforts to overcome barriers. Employs a continuous improvement approach in the management of assigned programs.
  • Develops and maintain relationships with key community leaders and stakeholders.
  • Develops and maintains customer services; and establish effective referral processes.
  • Collaborates with agency staff to evaluate program outcomes and design strategies to reach departmental goals.
  • Prepares reports for internal agency use and external funding sources in a timely and accurate manner.
  • Develops and proposes pilot projects that address service gaps and unmet needs.
  • Other duties as assigned.

Knowledge, Skills, and Abilities

  • Excellent verbal and written communication skills.
  • Ability to engage with other service providers to coordinate and enhance services available to vulnerable populations.
  • Ability to collect and evaluate data regarding service needs and gaps and utilize the information to propose solutions that address those gaps.
  • Ability to supervise staff and coordinate program activities.
  • Ability to respectfully engage with diverse staff, customers, partners, and community members.
  • Ability to resolve customer complaints with compassion, empathy, respect, and clarity.
  • Ability to work independently and as part of a team.
  • Ability to perform work in a manner that upholds THAW’s mission, vision and values.


  • Bachelor’s degree in Human Services, Public Administration, Social Work, or related filed OR a combination of education and experience that is similarly equivalent.


  • 5 years of experience in human services.
  • 1-2 years of program management or implementation experience.
  • One year working with low income and other vulnerable populations.
Physical Requirements
The physical demands 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 sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel objects, reach with hands and arms, and to stand, walk, bend or lift up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.
THAW will make reasonable accommodations necessary to comply with the ADA regulations.
Travel Requirements
Limited local travel for this position may be required (5-25%). Employee must have use of reliable transportation. A valid driver’s license and vehicle insurance is required if using a personal vehicle on company business.
Work Environment
This position operates in professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
COVID-19 Considerations
THAW has instituted mandatory vaccine requirements and currently works a hybrid schedule (minimum 2-3 days in the office/week).
The Heat and Warmth Fund (THAW) is stabilizing and empowering Michigan families, keeping them healthy, safe, and warm. Since its inception in 1985, THAW has distributed over $220 million in assistance to more than 300,000 Michigan households.
The Heat and Warmth Fund (THAW) is an equal opportunity employer. THAW does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

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