Program Manager

Job Title: Program Manager
Company: Little Whispers Respite Services
Employment Type: Full-Time (40 hours/week + after-hours/weekend availability)

About Us

Little Whispers Respite Services is dedicated to providing compassionate, high-quality care for children and families. We support children with diverse needs and are committed to creating safe, nurturing, and trauma-informed environments.

Position Overview

We are seeking an experienced, highly organized,attention to detail and people-centered Program Manager to oversee daily operations, staff leadership, and client care coordination. This individual will play a critical leadership role and must be capable of independently managing the program, making decisions, and ensuring seamless operations in the owner’s absence.

This is a hands-on role. The Program Manager is expected to step into the field when needed—supporting staff directly, covering shifts, and working with clients to ensure continuity of care and service excellence.

Key Responsibilities Leadership & Team Management

• Supervise, mentor, and support a team of 20–30 staff
• Lead hiring processes, including interviews, onboarding, and retention strategies
• Conduct performance evaluations, disciplinary actions, and coaching
• Build a positive, inclusive, and accountable workplace culture
• Ensure staff adherence to policies, procedures, and professional standards

Human Resources & Compliance

• Maintain employee records and ensure compliance with labor laws and internal policies
• Handle conflict resolution, staff concerns, and incident follow-ups
• Ensure all staff certifications, screenings, and training requirements are up to date
• Support health & safety compliance and incident reporting processes

Operations Management

• Oversee daily program operations and service delivery
• Manage fleet operations (vehicle scheduling, maintenance coordination, safety compliance)
• Ensure documentation meets QC/QA standards and regulatory requirements
• Develop and improve operational systems, workflows, and efficiency

Scheduling & Coordination

• Manage staff and client scheduling using Connect Team
• Ensure appropriate staffing ratios and coverage at all times
• Coordinate services to meet client care plans and family needs

Payroll & Financial Oversight

• Process payroll using QuickBooks (mandatory)
• Track hours, approve timesheets, and ensure payroll accuracy
• Support budgeting awareness and cost control where applicable

Client Care & Program Quality

• Ensure high-quality, child-centered care is consistently delivered
• Support intake processes and client matching
• Maintain strong relationships with families and stakeholders
• Address and resolve client concerns professionally and empathetically

Direct Support (Hands-On Requirement)

• Step in to provide direct care and support to clients when needed
• Cover shifts during staff shortages, emergencies, or high-demand periods
• Model best practices in trauma-informed care and behavior support
• Support staff in real-time with de-escalation and crisis situations

Mandatory Training & Certifications

The Program Manager must have (or be willing to obtain and maintain) the following:

• Trauma-Informed Care / Trauma-Informed Approach
• De-escalation & Crisis Intervention Training
• NVCI (Nonviolent Crisis Intervention)
• BrainStory Certification
• First Aid & CPR (Level C or equivalent)
• Medication Administration Training
• Abuse Prevention & Duty to Report Training
• Mental Health First Aid
• Safe Transportation / Defensive Driving
• Workplace Health & Safety Training (including incident reporting)

Qualifications & Requirements

Mandatory Requirements:

• Minimum 5+ years of experience in a similar leadership/operations role
• Proven experience managing teams of 20–30 staff
• Strong HR experience (recruitment, training, evaluations, performance management)
• Experience coordinating staff and client services
• Proficiency in QuickBooks (payroll required)
• Experience working with children (required)
• Valid Police Clearance
• Child Intervention Check

Driving Requirements:

• Valid driver’s license (Class 5 or equivalent)
• Clean driver’s abstract
• Comfortable driving company vehicles and/or transporting clients when required
• Experience overseeing or managing fleet operations is an asset

Core Competencies

• Strong leadership, accountability, and decision-making skills
• Exceptional interpersonal and communication skills (“people person”)
• High emotional intelligence, empathy, and professionalism
• Ability to remain calm under pressure and handle crises effectively
• Strong organizational, multitasking, and problem-solving abilities
• High attention to detail (especially documentation and compliance)
• Ability to work independently and take full ownership of the role

Work Schedule

• 40 hours per week (full-time)
• Flexibility required for evenings, weekends, and after-hours support
• On-call availability may be required

What Success Looks Like in This Role

• Smooth day-to-day operations with minimal oversight
• Engaged, well-supported, and high-performing staff
• Strong client satisfaction and quality of care
• Compliance with all policies, training, and regulatory standards

How to Apply

Please submit your resume and a brief cover letter outlining your leadership experience and qualifications.

Little Whispers Respite Services is committed to fostering a safe, inclusive, and supportive environment for both staff and the families we serve.

Job Types: Full-time, Permanent

Pay: $50,723.48-$88,275.63 per year

Benefits:

• Dental care
• Mileage reimbursement
• Vision care
• Wellness program
• Work from home

Work Location: In person