Program Manager

SUMMARY

The Program Manager is responsible for the overall leadership, management, and accountability for assigned programs in compliance with applicable federal, state, and local laws; funder contract requirements; accreditation standards; and Heart of Texas Goodwill Industries policies. This role ensures ethical, lawful, and equitable program operations while delivering high-quality, outcome-driven services aligned with the organization’s mission.

The Program Manager is responsible for safeguarding confidential and sensitive information; ensuring services are delivered in a non-discriminatory, person-centered, and trauma-informed manner; maintaining appropriate professional boundaries; and exercising sound judgment and critical thinking in complex or high-risk situations. This position works collaboratively with internal leadership, funders, and community partners to deliver measurable outcomes aligned with the organization’s mission while maintaining operational excellence, ethical standards, and participant dignity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

In addition to performing the duties of program staff, as needed, the Program Manager’s responsibilities include:

Compliance, Ethics, and Risk Management

• Promote the general goals and objectives of Heart of Texas Goodwill Industries and ensure alignment with mission, values, and retail-funded sustainability model.
• Ensure program operations comply with all applicable laws, regulations, accreditation standards (including CARF, where applicable), and funding source requirements.
• Develop, implement, and enforce program and the organization’s policies and procedures that prioritize confidentiality, participant/employee safety, informed consent, data security, professional boundaries, and ethical conduct.
• Implement and enforce policies and procedures related to confidentiality,
• Safeguard all confidential, sensitive, and protected information in accordance with applicable laws, funder requirements, and organizational policy.
• Identify, assess, and mitigate programmatic, ethical, and operational risks; escalate concerns appropriately and timely.
• Conduct regular internal monitoring, audits, and case file reviews to ensure compliance with documentation, service delivery, and data integrity standards.

Service Delivery

• Provide leadership to programs serving individuals who may experience barriers related to disability, employment status, justice involvement, housing instability, or economic hardship.
• Ensure services are delivered in a manner that is equitable, respectful, culturally responsive, and free from discrimination or harassment.
• Promote trauma-informed and strengths-based practices that preserve participant dignity, autonomy, and safety.
• Maintain and enforce clear professional boundaries between staff and participants to prevent conflicts of interest, exploitation, or ethical violations.

Data, Outcomes, and Accountability

• Develop, monitor, and evaluate key performance indicators (KPIs), including employment placements, retention milestones (30/60/90 days), credential attainment, and measurable skill gains.
• Ensure accurate, timely, and complete data entry within case management and reporting systems.
• Analyze program data to support continuous quality improvement, assess trends, corrective action planning, and informed decision-making.
• Prepare and submit accurate reporting to funders and internal leadership.

Staff Supervision and Professional Standards

• Recruit, supervise, train, and evaluate program staff in accordance with EEOC guidelines and organizational policies.
• Establish clear performance expectations related to ethical conduct, confidentiality, documentation quality, and participant outcomes.
• Provide coaching, feedback, training, and corrective action as needed to address performance, boundary concerns, or compliance issues.
• Support staff in managing complex cases, ethical dilemmas, and secondary trauma through guidance and referral to appropriate resources.

Financial and Community Stewardship

• Manage program budgets responsibly and in compliance with funder and organizational financial policies.
• Ensure appropriate use of grant funds and retail-funded resources.
• Represent the organization professionally and ethically in community partnerships, collaborative efforts, and stakeholder engagements.
• Build and maintain positive, professional relationships with community partners.
• Perform other duties as assigned.

Leadership Competencies:

Leadership Competency

Team, Departmental, Corporate Leader

OUR TEAM

Emotional Maturity and Respect

Manages personal emotions to gain staff confidence by impartially resolving issues. Consistently treats others with professionalism, honor, and dignity.

Integrity

Manages ethically. Develops and implement processes that are consistently executed with fairness and equity.

Capacity for Change and Innovation

Serves as principal liaison to manage change.

Interpersonal Skills

Is approachable and open; identifies and facilitates staff engagement opportunities. Engages in conflict appropriately; tailors communication to the appropriate audience.

Commitment to Development and Empowerment of Self and Others

Encourages staff to utilize tools to support their development. Facilitates the use of tools and resources for staff development; helps staff reach their full potential.

OUR COMMUNITY

Commitment to Goodwill’s Mission, Vision, and Values

Manages operations in accordance with Goodwill’s Mission, Vision, and Values. Reinforces Goodwill’s Mission, Vision, and Values with staff and the community.

Commitment to Diversity, Equity, and Inclusion

Champions inclusion activities, strategies, and initiatives. Executes inclusion strategies.

Community and Service

Effectively communicates the benefits and impact of Goodwill’s services to stakeholders.

OUR GROWTH

Commitment to Excellence and Customer Service

Encourages staff accountability for meeting goals and producing high-quality results.

Business Acumen

Accurately interprets data, policies, and procedures for sound decision-making. Incorporates critical thinking skills into decision-making framework. Directs and ensures compliance with all Goodwill policies/procedures.

Stewardship and Accountability

Effectively works within financial and budgetary guidelines and report all financial irregularities immediately to management.

Qualification Requirements:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must pass a drug screen. A criminal background check is required. A driver’s license check is required. Must show proof of current driver’s license and minimum auto liability insurance coverage.

Minimum Skills:

• Strong leadership and staff supervision skills.
• Knowledge of grant-funded programs and compliance requirements.
• Demonstrated ability to create and maintain working relationships within a collaborative team environment.
• Demonstrated experience working with vulnerable or underserved populations in a compliant, ethical service environment.
• Proven ability to handle confidential and sensitive information with discretion and integrity.
• Strong critical thinking, risk assessment, communication, organization and problem-solving skills.
• Knowledge of non-discrimination requirements, confidentiality standards, and ethical service delivery principles.
• Ability to model and enforce professional boundaries and ethical conduct.
• Capacity to manage competing priorities in a regulated, outcome-driven environment.
• Proficiency in Microsoft Office, case management/data tracking systems and performance metrics.

Education and/or Experience, Technical Skills:

A minimum of:

• A Bachelor’s Degree in Social Work, Human Services, Business Administration, or a related field required (Master’s preferred)
• 2–4+ years of experience in program management within a nonprofit or human services setting
• Experience managing workforce development, case management, or vocational programs strongly preferred

Certificates, Licenses, Registrations:

Must maintain a valid driver's license and a driving record acceptable to Goodwill's liability insurance provider.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the noise level in the work environment ranges from quiet to very noisy.

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.

• Frequently required to communicate.
• The job requires using a computer.
• Primarily office-based with some travel to program sites and community partners.

Discrimination Reports:

It is the policy of Heart of Texas Goodwill to ensure equal employment opportunity in accordance with all state and federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age (40 years old or more), military status, or veteran status is illegal.

Heart of Texas Goodwill managers and employees will comply with state and federal equal employment laws, rules, regulations, and guidelines. Any employees that deliberately violate this policy will be subject to disciplinary action.

Persons who believe Heart of Texas Goodwill has discriminated against them may file a discrimination complaint with the Compliance Officer.

The Compliance Officer has full authority to manage issues involving employment discrimination.

Point of contact to file allegations of discrimination:

Compliance Officer

Location:1700 S New Road, Waco TX 76711

Phone Number: 254-753-7337 ext. 450

Email Address: hr@hotgoodwill.org