Tamara Rouse
Oakland,CA
Summary
Dynamic Program Manager with a proven track record at Building Opportunities for Self-Sufficiency, skilled in strategic planning and conflict resolution. Successfully enhanced client support services and staff development, fostering a culture of collaboration and innovation. Adept at policy implementation and relationship building, driving program efficiency and tenant satisfaction.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Program Manager - Supportive Housing
Building Opportunities for Self-Sufficiency
Alameda County
07.2024 - Current
- Staff Supervision & Development
- Recruit, hire, onboard, train, and supervise case managers and support staff
- Provide regular individual and group supervision, performance feedback, annual evaluations, and corrective or disciplinary action as necessary
- Foster professional growth through coaching, mentoring, and ongoing professional development opportunities
- Model trauma-informed, culturally responsive, and client-centered approaches in supervision and service delivery
- Identify training needs and collaborate with leadership to develop professional development or training opportunities for staff
- Program Oversight & Service Coordination
- Oversee the client-case manager lifecycle at all assigned sites that includes outreach, intake, enrollment, ongoing engagement, transitions, and program exit
- Ensure case management services reflect Housing First principles and support long-term housing stability
- Lead regular case conferences and multidisciplinary team meetings to review client progress and care plans
- Collaborate with behavioral health professionals assigned to the program to provide timely follow up to case managers regarding client behavioral concerns
- Attend and participate in housing stability meetings with funders, developers, property managers, service coordinators, and other partner agencies
- Coordinate and manage purchasing and equipment to support case management teams at assigned sites
- Collaborate with property management and resident services staff to address lease compliance issues, behavioral concerns, and community-building activities, balancing client rights with building safety
- Develop and implement program workflows, policies, and procedures that align with contractual, regulatory, and best practice standards
- Ensure effective communication and collaboration across internal teams and external partners
- Data, Reporting, & Compliance
- Oversee program data entry, documentation, and support reporting in compliance with funding and organizational requirements
- Monitor data quality, client outcomes, and program/staff performance metrics
- Prepare and submit reports for internal leadership, funders, and community stakeholders as needed
- Support staff with accurate and timely entry of service notes, assessments, and care plans
- Leadership & Continuous Improvement
- Develop and maintain relationships with outside agencies and community resources to promote program referrals and housing retention outcomes
- Serve as key liaison between supportive housing staff, property management, residents services, and other community partners
- Represent program in community meetings, coalitions, and trainings
- Identify opportunities for program improvement and innovation; lead implementation of new initiatives to strengthen the quality of case management services
- Respond to crises as needed, supporting staff with de-escalation, safety planning, and coordination of emergency services
- Support staff wellness by connecting them to internal resources such as Employee Assistance, benefits assistance, and/or other community resources as appropriate
- Uphold agency policies, ethical standards, and a commitment to equity, inclusion, and anti-racist practices in all aspects of the work
- Led program development initiatives to enhance client support services.
- Coordinated cross-departmental collaboration to streamline project workflows.
Director of Housing/Operations Transitional Youth
The Bright House
San Francisco, CA
04.2013 - 03.2023
- Manages the program’s daily work activities and operations, by establishing performance levels, communicating goals and performance expectations, and monitoring and reviewing work to ensure conformance to established policies and procedures, and standards for quality and timeliness.
- Assesses service delivery and communicates findings to upper management; implements changes to improve efficiency and service quality; maximizes effectiveness of program operations and ensures alignment with the department’s mission; recommends and implements goals and objectives, policies, procedures, work standards, and internal controls.
- Directs the collection and compilation of data and narratives for program evaluation; prepares reports for submission to Agency management and oversight agencies on program metrics and outcomes; recommends and implements changes based on data.
- Directs and participates in resource acquisition and management; ensures that facilities used for program meet compliance requirements.
- Develops, communicates, and implements program action and/or operational plans and creates resources for organizations or individuals participating in program execution; conducts program training, drills, and other methods to ensure participants are properly trained and understand their role(s) within program operations.
- Interprets laws and regulations to determine relevancy to program operations and services; affirms program compliance or recommends measures to ensure compliance with laws and regulations.
- Prepares a variety of administrative and technical reports, as well as business correspondence and presentations; presents reports to internal and external stakeholders; conducts outreach presentations to community and advocacy groups.
- Serves as a staff resource by providing consultation and guidance to staff or other Agency management and staff with respect to service delivery or operational effectiveness issues.
- Monitors funding and administration and oversees the development of the budget for assigned program by preparing cost estimates and projections and performs ongoing monitoring of expenditures to ensure compliance with budget provisions; may secure vendors and/or subcontractors to execute program deliverables in line with the budget.
- Works with internal Agency staff and external agencies, community groups, contractors, and other public and private organizations to determine needs for shared services and collaborative projects, or the provision of services by contracted agencies.
- Ensures that information regarding services and policies is provided accurately and thoroughly to interested parties and responds to sensitive complaints from the community and internal staff.
- Attends and participates in professional group meetings; may serve as a committee chair or facilitator; stays abreast of new trends, innovations. and best practices in the area of assignment.
- Ensures staff observe and comply with all Agency and mandated safety rules, regulations, and protocols.
- Developed strategic initiatives to enhance tenant engagement and satisfaction.
- Directed housing programs ensuring compliance with local regulations and policies.
Community Director
FPI Management
Alameda, CA
05.2010 - 01.2019
- Developed community engagement strategies
- Trained staff on effective communication techniques for diverse community needs.
- Managed budgets for community programs ensuring alignment with strategic goals.
- Oversaw maintenance projects, ensuring quality workmanship while adhering to budgetary constraints.
- Fostered positive relationships with residents by addressing concerns promptly and effectively.
- Conducted regular property inspections, maintaining a high standard of cleanliness and safety throughout the community.
- Acted as liaison between residents, management teams, vendors, contractors – ensuring clear communication at all times.
- Established robust social media presence for the community that attracted new residents.
- Led team initiatives to improve resident satisfaction and retention rates.
- Coordinated events and activities to foster community relationships and collaboration.
- Implemented feedback mechanisms to gather resident input for program development.
Education
Associate of Arts - Cultural Studies
City College of San Francisco
San Francisco, CA01-2011
Skills
- Problem-solving
- Project management
- Detail-oriented
- Strategic planning
- Conflict resolution
- Policy implementation
- Marketing
- Fair housing laws
- Multicultural sensitivity
- Tenant rights
- Property maintenance
- Asset management
- Payroll processing
- New hire processing
- Eligibility determination
- Documentation review
- Microsoft teams
- Customer service
- Microsoft powerapps
- Microsoft dynamics 365
- Time management
- Decision-making
- Team leadership
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Task delegation
- Documentation and reporting
- Relationship building
- Operations management
- Safety procedures
- Coaching and mentoring
- Harm reduction techniques
- Behavior reduction procedures
Certification
Cognitive Behavioral Interventions for Trauma
Motivational Interviewing
Cognitive Processing Therapy
CPR & FIRST RESPONDER FIRST AID
Languages
English
Full Professional
Spanish
Limited Working
Timeline
Program Manager - Supportive Housing
Building Opportunities for Self-Sufficiency
07.2024 - Current
Director of Housing/Operations Transitional Youth
The Bright House
04.2013 - 03.2023
Community Director
FPI Management
05.2010 - 01.2019
Associate of Arts - Cultural Studies
City College of San Francisco