Veteran Services Program Manager

Location: InteCare Administrative Offices, Indianapolis, Indiana

Reports to: Veteran and Grant Services Director

Supervises: Assigned SSVF program staff and/or contracted program teams as designated by the Veteran and Grant Services Director.

This is Full-Time, Salaried, Exempt, Staff Position

Job Summary:

This is a middle management position with direct responsibilities key to the success of the InteCare SSVF Program to ensure Veterans and their families obtain and maintain permanent housing. The Veteran Services Program Manager is responsible for training new team members and providing ongoing direction and assistance to SSVF staff.

Scope of Role/Principal Responsibilities:

The following responsibilities include, but are not limited to:

Program Management Assignment:
Veteran Services Program Managers share responsibility for the successful operation, performance, and compliance of the SSVF program. Individual Program Managers may be assigned a primary geographic, operational, or programmatic area of responsibility based on organizational needs. Assignments may include oversight of Indianapolis-based direct services, Balance of State operations, subcontractor or partner performance, statewide program implementation, or other designated program functions.

Regardless of primary assignment, Program Managers are expected to collaborate closely, maintain consistent program standards across all service areas, provide cross-coverage when needed, and support overall SSVF performance and grant compliance.

Key Responsibilities:

Program & Staff Management

• Responsible for the evaluation, training, and oversight of subordinate positions.
• Supervise, mentor, and train SSVF staff, including onboarding new team members
• Provide one to one supervision to direct reports and document according to agency standards.
• Ensure all client enrollments, exits, and program activities comply with SSVF policies and standards
• Maintain confidentiality of all program participants
• Responsible for maintaining oversight of caseload trackers and workload weights to ensure accurate caseload management, appropriate staff capacity, and alignment with established productivity and performance expectations. Managers will routinely monitor caseload levels, address variances, and implement timely corrective actions to maintain operational efficiency and meet program targets.
• Responsible for approving all client exits completed by direct reports, ensuring documentation accuracy, policy compliance, and proper completion of the program exit checklist prior to final approval.
• Demonstrates and upholds InteCare’s mission, values, and organizational culture in all interactions; serves as a professional role model for staff and partners.
• Assist with agenda development and presentation at agency and SSVF Team Meetings.
• Meet regularly with subcontractor teams and supervisors to review performance and provide guidance
• Manage submission and follow-up of corrective action plans as needed

Grant & Compliance Oversight

• Assist Veteran and Grant Services Director with monitoring program performance and implement corrective solutions when metrics are not met.
• Assist the Veteran and Grant Services Director with incident, complaint, and critical reports
• Support development, updates, and implementation of program policies, procedures, and required documentation
• Ensure program databases and HMIS systems are accurate and up to date
• Coordinate with subcontractors, vendors, and partner organizations to enhance program outcomes

Program Operations

• Evaluate and maintain participant files, financial statements, and other required documentation
• Develop and implement forms, marketing materials, and program documents, updating as needed
• Assist with meeting agendas, presentations, and team communications
• Represent the program at community events and maintain strong stakeholder relationships.
• Oversee special projects and continuous improvement initiatives

Secondary Duties

• Support direct service training and ongoing staff development
• Assist with initial review of client enrollment and TFA documentation as needed
• Provide additional support to the Veteran and Grant Services Director as requested
• Other duties as needed

Required Education, Training, and Professional Licenses & Credentials:

Bachelor’s degree in social work, health care, mental health care, health-care administration related field preferred. Supervisory experience in leading individuals/teams required. Minimum three years of experience in adult case management or mental health care required

Required or Preferred Prior Work Experience:

Strong leadership, organizational and communication skills required. Veteran discharged with anything other than a dishonorable discharge is preferred. Experience working with Veterans preferred.

Expected Requirements, Competencies & Skills:

• Must have Valid Indiana Driver’s License and reliable transportation.
• Must have excellent interpersonal and oral communication skills.
• Must have good written communication skills.
• Excellent computer skills including proficiency with Microsoft Office applications including Microsoft Word, Microsoft Excel, Microsoft Outlook & Microsoft Teams
• Must be proficient with the use of databases and Homeless Management Information System (HMIS)
• Must be proficient in use of cell phones and other applicable electronic equipment such as iPhone, iPad, scanner, and copier.
• Excellent organization, time, and task priority management skills
• Strong facilitation and training experience preferred
• Ability to use social media and other digital communication tools

Working Conditions:

• Hybrid position with regular in-office, community, and remote work expectations based on assigned responsibilities.
• Regular travel within the assigned service area is required. Travel frequency will vary based on geographic and programmatic assignment.
• Program Managers assigned statewide or Balance of State responsibilities should expect regular travel throughout InteCare’s SSVF service area, including travel between Indianapolis, Terre Haute, and other communities as needed.
• Program Managers assigned primarily to Indianapolis operations should expect regular local travel between InteCare offices, the Veteran Service Center, community locations, and partner sites, with periodic travel to other SSVF service areas.
• Occasional overnight travel may be required for trainings, conferences, meetings, or other program needs.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is required to

• Sit/stand at a computer during the workday
• Walk/access as required to office equipment and community locations
• Participate in video conferencing, in person meetings and phone conversations including talking, hearing and viewing documents shared during these meetings.
• Occasionally lift and/or move up to 10 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Telecommuting is an option for work as approved by supervisor
• The noise level in the work environment is usually moderate