Director of Access & Engagement

Hope Mission Statement The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions. Position Purpose and Summary For people experiencing homelessness, the first time they interact with a service system often matters the most. It's the moment that decides whether someone is welcomed or turned away, properly assessed or missed, connected to help or left on their own. The Director of Access & Engagement makes sure that Hope the Mission's front door — through outreach, navigation centers, workforce programs, and community services — is always open, consistent, and respectful. This is a senior leadership role that covers strategy, daily operations, and relationships. Reporting to the Senior Director of Program Services, the Director sets the vision and oversees all Access & Engagement programs. They directly manage Program Managers and make sure everything lines up with Coordinated Entry System requirements, LA Continuum of Care standards, and required service agreements. The Director is responsible for how programs perform, how staff grow, data accuracy, budgets, compliance, and building strong partnerships with city agencies, community organizations, faith-based groups, and system partners. This role is for someone who understands that homelessness is both a policy problem and a human one — and who has the systems knowledge and leadership skills to build programs that reflect that at every level. Role and Responsibilities Strategic Leadership Provide vision and direction for all Access & Engagement programs connecting individuals experiencing homelessness to services and housing pathways Ensure programs function as effective, dignified front doors into the system, including outreach, CES access, problem-solving, workforce connection, hygiene, storage, and referrals Align all program operations with Hope the Mission's mission, values, and service philosophy Monitor program goals, outcomes, and performance benchmarks; implement data-informed strategies to improve impact. Ensure continuous improvement. Serve as the organizational subject matter expert for entry-point services Operations & People Management Directly supervise all assigned Program Managers; provide leadership guidance to Assistant Program Managers, Program Coordinators, and program staff Conduct regular supervision, coaching, and performance management with Program Managers; maintain clarity of expectations, accountability, and professional growth Identify staff development needs across Access & Engagement programs; collaborate with Program Managers to support skill-building and leadership development Partner with Learning & Development to schedule and deliver training aligned with program needs, funder requirements, and organizational priorities Oversee implementation of program policies, procedures, and service delivery models in alignment with funding sources, Scopes of Required Services, and organizational standards Analyze program reports, dashboards, and performance metrics to identify trends, risks, and opportunities Partner with Data & Compliance to utilize data-driven analysis, forecasting, and evaluation tools to assess effectiveness and inform strategic recommendations Respond to emergency and priority situations including safety and security concerns, staffing crises, and operational disruptions Receive, investigate, and resolve client grievances, staff concerns, and incidents; ensure timely documentation, escalation, and follow-up Budget & Fiscal Oversight Maintain working knowledge of program and facility budgets, funding sources, and spending requirements Ensure all assigned programs operate within approved budgets, meeting compliance Monitor expenditures in collaboration with Program Managers, Finance, and Senior Leadership; address variances and risks proactively Government, Community & System Engagement Build and maintain relationships with city, county, state, and federal entities, funders, and system partners Represent Hope the Mission at government, public, and community meetings; contribute to strategic communications and organizational brand Cultivate partnerships across service providers, coalitions, faith-based organizations, business improvement districts, neighborhood groups, law enforcement, and elected offices Serve as the primary CES point of contact for designated regions; maintain strong alignment with system expectations and CES partners Collaborate with faith-based organizations on outreach, service activities, and com