Member Services Program Manager

Member Services Program Manager

Reports To: Creative Director

​Full time, non-exempt

Salary: $70,000

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Position Summary

The Member Services Program Manager oversees the organization's Member Services program, ensuring participants receive high-quality case management, advocacy, referrals, and support services that advance their personal goals and well-being. Reporting to the Creative Director, this position serves as a bridge between direct services and the organization's creative and community-centered programming, helping members access opportunities that foster connection, self-expression, personal growth, and community engagement.

The ideal candidate is a compassionate, organized, and relationship-driven leader who understands trauma-informed care, case management best practices, and the power of creative programming as a tool for community building and member engagement.

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Key Responsibilities

Member Services Leadership

• Manage the day-to-day operations of the Member Services program.
• Oversee intake, referrals, and ongoing case management services.
• Ensure services are delivered in a trauma-informed, strengths-based, and culturally responsive manner.
• Maintain accurate case notes, service records, and outcome tracking.
• Monitor program effectiveness and identify opportunities for continuous improvement.

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Member Engagement and Support

• Build trusting relationships with members and provide individualized support.
• Connect members to community resources, benefits, housing, healthcare, employment, education, and other supportive services as appropriate.
• Advocate for members and assist or empower them in navigating complex systems and barriers.
• Develop strategies to increase member participation, retention, and engagement.

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Collaboration with Creative Programming

• Partner closely with the Creative Director to align member services with music, arts, and VOICES programming.
• Support member participation in creative and cultural activities that promote belonging, wellness, and personal development.
• Provide insights regarding member needs and interests to inform program design and delivery.
• Help create an integrated experience where direct services and creative programming work together to support holistic outcomes.

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Program Administration and Evaluation

• Track program outcomes and prepare reports for leadership, funders, and stakeholders.
• Assist with grant reporting, data collection, and program evaluation.
• Ensure compliance with organizational policies, funding requirements, and confidentiality standards.
• Support budget management and resource planning for Member Services activities.

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Qualifications

• Bachelor's degree in Social Work, Human Services, Psychology, Public Health, Nonprofit Management, or a related field.
• Three or more years of experience in case management, member services, social services, or nonprofit program management.
• Knowledge of trauma-informed care, motivational interviewing, and strengths-based practices.
• Experience working with diverse and underserved populations.
• Strong organizational, communication, and relationship-building skills.
• Ability to work collaboratively across service, creative, and community-focused teams.

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Preferred Qualifications

• Experience supervising staff, interns, or volunteers.
• Familiarity with arts-based, music-based, or community-centered programming.
• Experience with grant-funded programs and outcome measurement.
• Bilingual or multilingual skills are a plus.

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Please submit your resume and cover letter directly to Voices of our City via email: info@voicesofourcity.org

About Voices of Our City Choir:  The internationally recognized performance ensemble Voices of Our City Choir reconnects San Diego’s unsheltered neighbors with hope and housing through the healing power of music, individualized care, and advocacy. All of this work re-centers BIPOC, Veteran, and LGBTQ+ voices. We provide recovery-centered community and connection over meals and music workshops. Voices’ national recognition for our unique human services model addressing the homeless epidemic includes: the PBS documentary “The Homeless Chorus Speaks”, 2020 America’s Got Talent’s Golden Buzzer Winner for Original Song “Sounds of the Sidewalk”, as well as excellence awards from Mayor Todd Gloria, the San Diego Psychological Association, and the National Conflict Resolution Center’s 2022 Peacemaker Award.