Program Manager - Family Services

Volunteers of America of Alaska•Anchorage, AK

About The Position

The Program Manager – Family Services provides program-level leadership and management for VOA Alaska’s behavioral health and support services delivered to families throughout the community. The Program Manager is responsible for the day-to-day operations and performance of Family services, including coordination with community partners, staff deployment, access and scheduling, and overall program logistics. The Program Manager directly supervises designated supervisory roles and works through them to support and hold accountable family services staff. The Program Manager monitors key program metrics, supports implementation of VOA Alaska’s philosophy and model of care in school settings, and ensures that family services operations and practices align with organizational policies and regulatory, payer, and contract requirements.

Requirements

Education – Bachelor’s degree in behavioral health, social services, education, health administration, or a related field is required; an equivalent combination of education and extensive relevant work experience may be considered.
Experience – Extensive experience in behavioral health, education, youth- and family-serving, or healthcare programs, typically at least three years, with school-based, community-based, or family-focused services strongly preferred; one to two years in a lead, supervisory, or coordination role is preferred.
Knowledge and other requirements – Familiarity with school- and community-based behavioral health operations, documentation standards, and basic payer, grant, and contract requirements (including Medicaid, ASAM, and CARF where applicable, and school district expectations) is preferred; ability to pass all required background checks and clearances; commitment to trauma-informed and culturally responsive practice; ability to work a schedule that supports school-based operations, which may include some early mornings and early evenings; valid driver’s license and reliable transportation.

Nice To Haves

A master’s degree in a behavioral health or related field is preferred but not required.

Responsibilities

Provide daily leadership for Family Services so clients, families, and community partners experience responsive, well-coordinated support and clear communication.
Oversee family services program operations, including staff deployment across service locations, scheduling of individual and group services, and coordination with partner calendars, schedules, and events.
Work to reduce barriers to engagement, such as scheduling conflicts, communication gaps, and service-day constraints, and support approaches that increase access, participation, and sustained involvement of clients and families.
Coordinate staffing and daily coverage by working with Clinical Supervisors to ensure service sites have adequate coverage to meet service and safety expectations.
Directly supervise all assigned supervisees, provide regular check-ins and feedback, and hold them accountable for staff supervision, service quality, and implementation of expectations within their teams.
Monitor program-level metrics such as referral sources and volume, family engagement, service intensity and duration, attendance at sessions and groups, completion patterns, utilization, and feedback from clients, caregivers, and community partners, and use this information with the Director and clinical leaders to guide improvement.
Support implementation of grants and contracts within Family Services by understanding program requirements and deliverables, helping ensure accurate data collection and reporting, and aligning family services workflows with funder expectations.
Ensure that family services documentation is complete, timely, and accurate and adheres to payer requirements, ASAM criteria when applicable, CARF standards, HBFT, and other regulatory or contractual requirements.
Ensure that family services operations and staff practices comply with VOA Alaska policies and procedures, documentation standards, and regulatory and payer expectations, including Medicaid and education- or grant-related requirements.
Support incident reporting, safety practices, and crisis response within Family Services in collaboration with supervisors and other leaders, including ensuring appropriate documentation, communication with families and follow-up.
Collaborate with clinical and School-Based services leaders to support consistent implementation of VOA Alaska’s philosophy and model of care in family settings, including trauma-informed, culturally responsive, and developmentally appropriate approaches.
Support program-level orientation and training from an operational perspective and reinforce expectations related to workflow, communication with school staff and families, documentation, and collaboration.
Serve as an operational point of contact for Family Services with internal departments (Community-Based Services, Outpatient, Residential, Medical and psychiatric providers, Admissions/Access, Billing, QA/Compliance, HR, IT, Operations/Facilities) and with external partners such as schools, districts, Alaska Impact Alliance and other youth-serving organizations.
Participate in division and organizational meetings and workgroups as assigned and help implement changes and initiatives at the Family Services program level.