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 organizations 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 organizations 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 Managers 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 organizations 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:

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 drivers license check is required. Must show proof of current drivers 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 Bachelors Degree in Social Work Human Services Business Administration or a related field required (Masters preferred)
• 24 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 drivers license and a driving record acceptable to Goodwills 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: ext. 450

Email Address: