Program Director

Salary Range: $85,000.00 To $100,000.00 Annually The United Planning Organization (UPO) is the designated Community Action Agency for Washington, District of Columbia, and has served the residents of the District since 1962. Our Vision for the future is “UPO’s Washington: A city of thriving communities and self-sufficient residents”; our Mission is “Uniting People with Opportunities.” The Shelter Hotline Program, Community Health Division, is seeking an energetic and experienced individual to join our dynamic workforce. The ideal candidate must be a self-starter who is able to work in a fast paced, ever changing work environment, and a team player with the ability to lead and supervise a diverse team of drivers and dispatchers who are tasked with transporting Washington DC’s homeless population to and from shelters throughout the city. The Shelter Hotline program operates 365 days per year, anywhere from 17-24 hours per day, depending on the season. This future employee will be expected to deliver a high level of customer support and service to both internal and external customers. The final candidate will need to have the right complement of skills, personality, and professionalism.

POSITION: Program Director

DIVISION/OFFICE: Shelter Hotline Program - Community Health Division BULLETIN No: 7082026

SALARY RANGE: $85,000-$100,000 Commensurate with Experience

OPENING DATE: August 11, 2026

FIRST SOURCE: N/A

MAJOR DUTIES: Plan, administer, and supervise Shelter Hotline operations and programs for the provision of transportation and outreach services to homeless individuals and families in the District of Columbia. Plan and administer a year-round (365 day) transportation and outreach program. Manage and supervise staff and consultants. Develop and execute budgets for the program. Collaborate with government, outreach and social services agencies, and homeless program service providers.

BRIEF DESCRIPTION: Develop, update, and implement policies and procedures for Shelter Hotline operations, including the acquisition, maintenance, and operation of vehicles; outreach and transportation of individuals experiencing homelessness; management of communication systems; and incident tracking, reporting, and management. Plan and coordinate the recruitment, hiring, and orientation of staff in accordance with contractual requirements and agency mandates. Assess staff training needs and develop and implement training programs to ensure staff competency and program effectiveness. Design and implement staff schedules, assignments, and operational activities for hypothermia and hyperthermia seasons using manifests, call logs, and other reporting tools. Continuously assess and evaluate Shelter Hotline operations to ensure efficient and effective service delivery. Develop and implement statistical and operational reporting methods to measure program performance, ensure effectiveness, and meet funding source reporting requirements. Ensure Shelter Hotline operations comply with all contractual requirements, agency policies, and applicable regulations. Develop and maintain effective outreach strategies to connect individuals experiencing homelessness with shelter and supportive services. Assist the Division Director in establishing and maintaining partnerships with public and private homeless service providers and community organizations. Communicate effectively with staff, while fostering teamwork and productive relationships. Supervise, coach, and evaluate the performance of direct reports using UPO's performance management system, including annual performance evaluations and progressive discipline procedures. Prepare and provide reports on program performance and outcomes to the Division Director and ensure timely and accurate data entry into UPO reporting systems (e.g., NetSuite and EmpowOR). Establish and maintain effective communication within the program, including conducting regular staff meetings. Ensure all newly hired staff receive division and program orientation.

CORE COMPENTENCIES: Communicate effectively with staff, leadership, funders, community partners, and stakeholders while fostering teamwork and productive relationships. Provides effective leadership, supervision, coaching, and performance management to develop a high-performing team and ensure staff accountability, engagement, and professional growth. Plans, coordinates, and evaluates Shelter Hotline operations to ensure effective service delivery, operational efficiency, and alignment with program goals and community needs. Develops, implements, and monitors policies, procedures, and operational practices to ensure compliance with contractual requirements, agency standards, and applicable regulations. Analyzes challenges, identifies opportunities for improvement, and develops data-informed solutions to support program sustainability and continuous improvement. Collects, analyzes, and utilizes operational data to measure outcomes, improve services, meet reporting requirements, and support decision-making. Builds and maintains partnerships with service providers, government agencies, and community organizations to enhance access to shelter and supportive resources. Assess training needs, develops staff development initiatives, and ensures effective onboarding and ongoing learning opportunities. Supports responsible management of program resources, including staffing, vehicles, equipment, and budget considerations, to maximize operational effectiveness. Demonstrates flexibility in responding to changing priorities, emergency operations, and community needs while maintaining a commitment to serving individuals experiencing homelessness with dignity and respect.

MINIMUM QUALIFICATIONS: Bachelor’s degree in social work, public administration or related field and 3-5 years’ experience in human services, public administration, management, policy, or planning. Must have experience in managing transportation operations or logistics environment of similar size, scope and complexity. Strong leadership ability and the ability to plan, evaluate, and organize. Excellent written and oral communication skills; ability to work effectively under pressure and supervise diverse staff; and sensitivity and effectiveness in working with individuals from diverse backgrounds. Strong time management and organizational skills and the ability to manage and prioritize multiple projects; ability to handle pressure and meet deadlines. Proficient skills in Microsoft Office. Comprehensive geographic knowledge of the District of Columbia, social service providers and community resources. Possess a valid driver’s license. Must be insurable for agency bonding and liability purposes. Flexibility to work variable schedules including evenings, weekends and holidays. Knowledge of budgeting and expenditure controls.

DESIRED QUALIFICATIONS: Experience in managing homeless services programs. Ability to prioritize tasks, analyze data, problem solve, think critically and create and improve organizational systems. Proven success in improving work processes and leading change in a complex, fast environment. Excellent critical thinking skills and the ability to effectively solve problems; and effectively communicating with staff.

OTHER REQUIREMENTS: In the event that an offer is extended, the candidate will be required to successfully complete a criminal background check and/or FBI fingerprinting, as well as pre-employment drug screening, as applicable for the position.

EMPLOYMENT TYPE: (Full Time / Regular (37.5Hour Workweek) UPO designates an employee as essential if s/he is required to work during a business closure (e.g., federal/District holidays, snow closures, pandemic) in order to meet operational requirements. Essential employees who are customer -facing (e.g., nurses, transportation, facilities) who deliver essential services are not eligible for Teleworking/Remote Work.

FLSA STATUS: Exempt