Manager - Program Operations (Violence Recovery Services and Heartland Safe Start)
Summary: The Manager of Program Operations is responsible for functional and operational
oversight of the Violence Recovery Services and Safe from the Start programs inclusive of
business operations, supervision and program development/grant management.
Heartland’s Safe from the Start program provides a spectrum of services to children, ages 0-12
and their families. The Heartland Safe Start Project addresses the needs of very young children
exposed to violence (ages 0-5) and their families in the North side communities of Lakeview,
Uptown, Edgewater, Rogers Park, and West Ridge. Violence Recovery Services provides
comprehensive community based counseling, case management and court advocacy services to
children, adults and seniors that have been impacted by domestic and sexual violence. In
addition, both programs provide specialized services to immigrant communities and maintain a
focus on therapeutic intervention, case management, community collaboration and coalition
building, public awareness and education, systems change through advocacy, and technical
The Manager of Program Operations represents programs at external meetings and workshops as
required; networks with other community agencies, schools, and mental health service providers.
Other responsibilities include assuring implementation of the programs projects. Individual
accountabilities and work volume will be established through the development of annual Success
Objectives, within the framework outlined below.
Qualifications: To perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are representative of the knowledge,
skill, and/or ability required. Reasonable accommodations may be made to enable individuals
with disabilities to perform the essential functions.
Education and/or Experience: Bachelor’s degree and at least four years of related experience or
Master’s degree in social work or related field with 2 years of experience. Experience in staff
supervision, budget development and fiscal management, program planning and development,
quality improvement, and management of social service delivery systems is preferred.
Language Skills: Fluency in a second language preferred. Ability to read, write, analyze and
prepare reports and interpret professional journals, technical procedures or government
regulations. Ability to write reports, business correspondence, and procedures/protocol manuals.
Ability to effectively present information and respond to questions from groups of case
managers, clients, media requests and the general public.
Mathematical Skills: Ability to work with mathematical concepts such as probability and
statistical inference. Ability to apply concepts such as fractions, percentages, ratios and
proportions to practical situations.
Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete
variables and situations where only limited standardization exists. Ability to interpret a variety
of instructions furnished in written, oral, diagram, or schedule form.
Other Qualifications: A valid Illinois driver's license required. Willingness to travel within
Chicagoland area, as needed.
Essential Duties and Responsibilities:
·Provides programmatic oversight in accordance with Violence Recovery Services and Heartland
Safe Start core competencies and guidance for program operations, including, but not limited to,
staff employment transactions, development and implementation of program and departmental
policies and procedures and staff training
In collaboration with Supervisor of Clinical Services, supervises and prepares performance
evaluations for assigned staff and volunteers.
·In collaboration with Supervisor of Clinical Services, approves hiring, discipline, promotion,
termination and other relevant employment transactions, within defined parameters.
· In collaboration with Associate Director, establishes and ensures Organization and department
policies/procedures for general operations and service delivery.
· Develops and maintains professional relationships with appropriate community based
organizations and other stakeholders, as approved by Associate Director.
· Provides oversight and coordination to the Heartland Safe Start Council with designated staff,
· Remains current in the field of service through self-initiated avenues, as approved by Associate
· Provides training, both internal and external, as requested.
· Ensures all program, department and funder reports and documentation is completed in a
thorough, accurate and timely fashion.
·Participates in Management and Team meetings and acts as Chairperson as scheduled.
·Initiates requests for supervision and interim evaluation/goal setting.
·In collaboration with Associate Director, develops long-range plans, periodic assessment
reports, success objectives and other significant strategies and/or systems.
· In conjunction with Associate Director, designs, implements and evaluates new programs
according to professional standards of practice.
·Develops budgets and participates in funder audit/site visits and the preparation of grant
· Establishes parameters for the processing of non-personnel financial transactions, within
defined Organization guidelines.
· Provides oversight for the resolution of facility and/or equipment issues, with approval of
· Ensures compliance of programs with the standards of the Organization; delegates
appropriately and works with approved program budgets and resources.
·Adheres to professional standards as outlined by governmental bodies, American Psychological
Association (APA), National Association of Social Workers (NASW) and/or other appropriate
professional associations, and private funding sources. Assists in the development of
Organization plans/policies related to professional standards. Provides periodic evaluative
reviews and/or in-house and external staff training to ensure that staff understand and continue to
adhere to such standards. Initiates requests for assistance or guidance from Supervisor to address
new issues or complex concepts affecting adherence to professional standards.
· Assists in the development of Organization plans/policies related to professional standards.
Provides periodic evaluative reviews and/or in-house and external staff training to ensure that
staff understand and continue to adhere to such standards. Initiates requests for assistance or
guidance from Supervisor to address new issues or complex concepts affecting adherence to
· Other duties as assigned.
Heartland Alliance makes all hiring and employment decisions without regard to race, creed, color, age,
gender, gender identity, marital or parental status, religion, ancestry, national origin, physical or mental
disability, sexual orientation, sexual identity, immigrant status, political affiliation or belief, ex-offender
status (depending on the offense and position to be filled), unfavorable military discharge, membership in
an organization whose primary purpose is the protection of civil rights or improvement of living conditions
and human relations, height, weight, or HIV infection, in accord with the Organization's AIDS Policy
Statement of September, 1987. Individuals with disabilities requiring accommodation should contact the
Employee Services Office at (312) 660-1431.